Lori Henry
San Marcos,CA
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of a team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
2
2
Languages
4
4
years of post-secondary education
32
32
years of professional experience
Work History
Customer Service Representative
Petco Animal Supplies Stores Inc.
Encinitas, California
04.2023 - 08.2025
Customer Service Representative
Petco Animal Supplies Stores Inc.
Encinitas, CA
04.2023 - 08.2025
- Guided customers in product selection and delivered comprehensive pet care information to enhance their experience.
- Addressed customer inquiries and complaints with effective communication and problem-solving to ensure satisfaction.
- Provided seamless assistance for customers just having adopted or fostered puppies from Tragic to Magic, a Southern California pet adoption group. Created a symbiotic relationship between PetCo, Tragic to Magic, and new pet parents.
- Maintained inventory levels by restocking shelves and organizing merchandise displays.
Co-Owner, administrator, surgical assistant
Jack Henry Surgical Associates, Inc.
Oxnard, California
08.2008 - 10.2018
- Developed a full service mobile surgical practice providing staff, instrumentation, and monitoring equipment to create a sterile environment in each hospital serviced.
- Managed daily operations of surgical practices and ensured efficient workflow.
- Developed and implemented patient care protocols for improved service delivery.
- Oversaw financial management, including budgeting, forecasting, and expense tracking to maintain fiscal health of the practice.
- Oversaw hiring, training, and scheduling of staff.
- Coordinated appointments for consultations and surgical follow-ups with referral hospitals and clients, ensuring 24/7 direct telephone access for inquiries and scheduling.
- Cultivated strong professional relationships with referring veterinarians and suppliers to enhance collaboration and service quality.
Co-Owner, administrator, mgr, veterinary assistant
Vetsurg, Inc.
Woodland Hills, California
01.1997 - 07.2008
- Designed and oversaw buildout of the first full service 24 hour surgical hospital in the San Fernando Valley.
- Managed daily operations to optimize veterinary surgical services and enhance patient care.
- Led hiring and training of technical and reception staff to build a skilled team.
- Developed protocols for procedures ranging emergencies to spinal injuries, total hip replacements to heart and lungs to abdominal and other soft tissue cases to multiple fractures, limb deformities and common knee and hip injuries.
- Oversaw staff training programs to enhance team skills and service quality.
- Developed and implemented strategic marketing initiatives to increase client engagement and retention.
Manager, veterinary assistant
Animal Emergency Care Center
Woodland Hills, California
01.1994 - 06.2000
- Oversaw daily operations of the animal emergency care facility.
- Managed staff schedules and ensured adequate coverage.
- Coordinated communication between veterinarians and support staff.
- Enhanced workflow processes to improve patient care efficiency.
- Maintained inventory levels of medical supplies and equipment.
- Ensured compliance with safety regulations and best practices in care.
- Monitored staff performance and addressed issues.
- Conducted staff meetings to address concerns and share updates.
- Developed and implemented training programs for new team members.
- Coached, mentored and trained team members in order to improve their job performance.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Trained employees on additional job positions to maintain coverage of roles.
Education
Bachelor of Science - Business Administration And Management
Arizona State University Online
Phoenix, AZ 01.1999 - 08.2002
San Dieguito High School
Encinitas, CASkills
- Customer relationship management
- Product knowledge
- Order processing
- Inventory management
- Bookkeeping
- Radiology
- Anesthetic monitoring and maintenance of each patient
- Instrument maintenance
Languages
English
Native/ Bilingual
Spanish
Professional
References
References available upon request.
Timeline
Customer Service Representative
Petco Animal Supplies Stores Inc.
04.2023 - 08.2025
Customer Service Representative
Petco Animal Supplies Stores Inc.
04.2023 - 08.2025
Co-Owner, administrator, surgical assistant
Jack Henry Surgical Associates, Inc.
08.2008 - 10.2018
Bachelor of Science - Business Administration And Management
Arizona State University Online
01.1999 - 08.2002
Co-Owner, administrator, mgr, veterinary assistant
Vetsurg, Inc.
01.1997 - 07.2008
Manager, veterinary assistant
Animal Emergency Care Center
01.1994 - 06.2000
San Dieguito High School