LAUREN BRANCH
Cameron,NC
Summary
Equipped with extensive experience in managing veterinary facilities and leading customer service teams. Proven ability to handle high-stress situations with tact and de-escalate conflicts efficiently. Adept at supervising staff personnel, ensuring precise data entry, and maintaining accurate confidential information.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Koala Health
07.2024 - Current
- Assist customers remotely via phone, email, and chat with prescription orders, product inquiries, and troubleshooting issues.
- Managed approximately 100 incoming calls, emails and chats per day from customers
- Accurately handle prescription orders for pets, including verifying, processing, and coordinating with veterinarians.
- Provide information on pet medications, supplements, food, and other health products.
- Process, track, and follow up on orders, ensuring timely delivery of products.
- Resolve customer complaints or concerns in a professional and empathetic manner, ensuring customer satisfaction.
- Maintain accurate customer records and order histories within the system.
- Ensure all transactions and communications comply with industry regulations, such as veterinary prescriptions and controlled substances.
- Work closely with the pharmacy team, warehouse staff, and veterinary partners to ensure a smooth customer experience.
Facilities Manager/Lead Customer Service Representative
Alaska Veterinary Clinic
03.2023 - 07.2024
- Served in multiple roles, including facilities manager and lead customer service representative; trained and supervised upwards of five team members- improved operational efficiency.
- Maintained high accuracy in data entry and handled personal financial and information appropriately.
- Demonstrated strong interpersonal communication and customer de-escalation skills which resulted in 100% client satisfaction.
- Utilized Avimark and Covetrus systems for clinic management tasks, including product ordering and inventory control oversight.
- Applied the utmost professionalism at all times, effectively handling stressful and difficult situations with tact.
- Supervised staff of 4 in day-to-day activities.
- Performed start-up functions on systems based on project plans, specifications and contract documents.
- Oversaw all aspects of equipment installation, maintenance, and repair for both internal and external services.
- Accounted for building usage and organizational needs when planning maintenance activities.
- Created management reports outlining important facility statistics.
- Analyzed building control and HVAC system performance and recommended improvements.
- Oversaw finances and made recommendations to reach or exceed budget in unforeseen circumstances.
Customer Service Representative
THE EXCHANGE
11.2022 - 03.2023
- Displayed effective communication and negotiation skills to resolve customer issues efficiently.
- Maintained confidentiality by handling financial and personal information with high accuracy.
- Multitasked efficiently to manage multiple customer inquiries simultaneously.
- Utilized POS systems to process sales and handle transactions.
- Responded to customer requests for products, services, and company information.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Animal Care Specialist
SELF-EMPLOYED
01.2015 - 10.2022
- Administered medications to animals and meticulously documented changes in condition.
- Completed animal examinations and accurately recorded vital signs including pulse, respiration rate, and temperature.
- Improved examination room and boarding facility operations, elevating client relations and patient care.
- Collected, prepared, and labeled samples for laboratory testing, ensuring precise culture and microscopic examination.
- Applied animal husbandry expertise to optimize livestock health and reduce disease risks.
Executive Administrative Assistant
MILLENNIUM KI, LLC
06.2009 - 05.2011
- Employed as an executive administrative assistant; generated and maintained office files, updated spreadsheets, and crafted presentations to support executives and boost team productivity.
- Coordinated and booked airfare, hotel, and ground transportation, preparing detailed itineraries to facilitate successful trips.
- Processed and submitted travel expenses/reimbursements for the executive team and senior management group.
- Provided seamless administrative support, contributing to efficient office operations- enhanced overall company productivity.
- Handled scheduling for executive's calendar and prepared meeting agenda and materials.
- Used software to coordinate meetings, appointments, and tasks senior executives.
Education
Associate of Science - Health Administration Services
Colorado Technical University
Colorado Springs, CO10.2017
Skills
- Veterinary Clinic Management
- Customer Service
- Management
- Staff Supervision
- Conflict Management
- Complex Problem Solving
- Healthcare Industry Knowledge
- Scheduling
- Data Entry
- Client Confidentiality
- Inventory Management
- Facilities Management Administrator (FMA)
- Communications
- Point of Sale
- Multitasking
- Negotiation
Certification
HIPAA for Health Care Workers
Harassment Prevention: US Non-Supervisor; All States, Professional Services
Diversity and Inclusion in the Workplace
Awards
Employee of the Month
Technical Experience
- Microsoft Office Suite
- Avimark
- Covetrus
- Spreadsheet Management
- Presentation Building
- Confidential Information Handling
- Travel Coordination
- Itinerary Preparation
- POS Systems
- Veterinary Software
- Customer Relationship Management (CRM) Software
- Laboratory Information Management Systems (LIMS)
- Microscopic Examination Techniques
- Culture Testing
- Online Booking Systems
- Expense Tracking
Timeline
Customer Service Representative
Koala Health
07.2024 - Current
Facilities Manager/Lead Customer Service Representative
Alaska Veterinary Clinic
03.2023 - 07.2024
Customer Service Representative
THE EXCHANGE
11.2022 - 03.2023
Animal Care Specialist
SELF-EMPLOYED
01.2015 - 10.2022
Executive Administrative Assistant
MILLENNIUM KI, LLC
06.2009 - 05.2011
Associate of Science - Health Administration Services
Colorado Technical University
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