Lori Hieber
Temecula,CA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
19
19
years of professional experience
Work History
Lead Wildlife Care Specialist
San Diego Zoo Wildlife Alliance
04.2018 - Current
- Collaborate with interdisciplinary teams to develop comprehensive management strategies for optimal care of large carnivores and primates.
- Oversee onboarding and development of new hires through targeted mentoring program, resulting in improved performance and career growth opportunities.
- Manage schedules and budgets effectively, ensuring optimal allocation of resources.
- Implement safety protocols and standard operating procedures for dangerous animal areas.
- Conduct performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Oversee team operations and establish performance metrics for the team, consistently tracking progress towards goals and making adjustments as needed.
- Oversaw the development of the Australia Team during its inception, including working with teams internationally to represent the organization, acquire necessary permitting for international shipments, and facilitate acquisition of two platypuses from Australia.
Senior Wildlife Care Specialist
San Diego Zoo Global
09.2008 - 04.2018
- Managed organization and maintenance of the tiger program, including general husbandry, training and enrichment program development, establishment of breeding and cub handling protocols, staff training, public speaking and outreach, as well as research, and record maintenance and organization.
- Implemented protocols in coordination with management, veterinary, and research staff to advance care and husbandry practices, particularly for neonates and geriatrics.
- In 2009 I was named "Zooperstar" (Employee of the Quarter) for successfully training all tigers for voluntary blood collection.
Guest Service Representative
San Diego Zoo Global
06.2005 - 09.2008
- Assisted guests with memberships, reservations, and tour sales, and enhanced guest satisfaction by providing exceptional customer service
- Coordinated with sales team to process corporate accounts, group bookings, and other special reservation types effectively.
- Utilized membership and reservation software proficiently for efficient guest data management and reporting purposes.
- Resolved guest complaints and discrepancies in prompt and courteous manner.
- Implemented upselling strategies during check-in process to maximize revenue opportunities without compromising guest satisfaction levels.
Education
Bachelor of Science - Zoology
Northern Arizona University
Flagstaff, AZSkills
- Data Entry and Software System Expertise
- Multitasking and Organization
- Quality improvement
- Customer service orientation
- Procedure Development
- Project Management
- Account Management
- Process Improvement
- Staff Management
- Upselling
- Promotional Support
Timeline
Lead Wildlife Care Specialist
San Diego Zoo Wildlife Alliance
04.2018 - Current
Senior Wildlife Care Specialist
San Diego Zoo Global
09.2008 - 04.2018
Guest Service Representative
San Diego Zoo Global
06.2005 - 09.2008
Bachelor of Science - Zoology
Northern Arizona University
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