Leslie VanHouten
Kent City,MI
Summary
Dynamic CSR Lead at Sparta Animal Clinic with proven expertise in team coaching and problem-solving. Enhanced customer satisfaction through effective complaint handling and streamlined operations. Supported training materials that improved onboarding efficiency, fostering a collaborative environment. Skilled in scheduling and performance evaluations, ensuring high-quality service delivery and operational excellence.
Overview
30
30
years of professional experience
Work History
CSR Lead
Sparta Animal Clinic
Sparta, MI
10.2023 - Current
- Trained and mentored new customer service representatives to ensure adherence to clinic policies and procedures.
- Resolved complex customer inquiries, demonstrating advanced problem-solving skills and product knowledge.
- Established workflow processes that improved team efficiency and enhanced customer satisfaction ratings.
- Collaborated with veterinary staff to address client concerns, fostering a supportive clinic environment.
- Oversaw scheduling of appointments, optimizing clinic operations and reducing wait times for clients.
- Developed training materials for staff, enhancing onboarding processes and ensuring consistency in service delivery.
- Implemented customer relationship management tools to streamline communication and follow-up on patient care needs.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Coordinated closely with other department leads to address interdepartmental issues affecting customer experience outcomes efficiently.
- Maintained detailed records of all interactions with clients, ensuring accurate data collection for future reference.
- Conducted regular performance evaluations for continuous improvement of team members'' skills and abilities.
- Onboarded and trained customer representatives to meet performance and service goals.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
Veterinary Assistant
Newaygo Veterinary Services
Newaygo, MI
06.1995 - 10.2022
- Assisted veterinarians during examinations and procedures to ensure animal welfare.
- Administered medications and vaccinations under veterinary supervision to support treatment plans.
- Monitored patient vital signs and reported changes to veterinary staff for timely interventions.
- Maintained cleanliness of examination rooms and surgical areas to uphold hygiene standards.
- Educated pet owners on post-treatment care and preventive health measures for better outcomes.
- Managed inventory of medical supplies, ensuring availability for daily operations and emergencies.
- Handled patient intake processes, collecting medical history and updating records efficiently.
- Positioned animals for diagnostic imaging such as x-rays and scans.
- Enhanced patient care by assisting veterinarians with examinations, surgeries, and diagnostic procedures.
- Cleaned and disinfected exam areas, surgical equipment, and kennels to prevent diseases and control odors.
- Provided customer support to clients, answering questions and addressing concerns.
- Helped with training of new veterinary assistants and support staff to improve individuals' capabilities.
- Contributed to a clean and safe environment by maintaining surgical instruments, equipment, and facilities.
Education
High School Diploma -
Unity Christian High School
Hudsonville, MI06.1991
Skills
- Call center experience
- Reporting and analysis
- Escalation management
- Stress tolerance
- Complaint handling
- Attendance management
- Live chat support
- Feedback collection
- Email management
- Team coaching
- Product knowledge
- Issue resolution
- Performance evaluations
- Teamwork and collaboration
- Problem-solving
- Time management
- Attention to detail
- Multitasking and organization
- Problem-solving abilities
- Reliability
- Excellent communication
- Team leadership
- Active listening
- Documentation and recordkeeping
- Handling complaints
- Scheduling and calendar management
- Appointment scheduling
- Staff development and training
Timeline
CSR Lead
Sparta Animal Clinic
10.2023 - Current
Veterinary Assistant
Newaygo Veterinary Services
06.1995 - 10.2022
High School Diploma -
Unity Christian High School