Lori Simpkins
Tolland,CT
Summary
Excellent Customer Service Representative with a proven track record at Bolton Veterinary Hospital, excelling in problem resolution and relationship building. Leveraged critical thinking and active listening to enhance client satisfaction, streamline appointment scheduling, and foster a collaborative team environment, ensuring efficient service delivery and a welcoming atmosphere for clients and their pets.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Bolton Veterinary Hospital
Bolton, CT
07.2021 - 03.2026
- Delivered exceptional customer support by addressing inquiries and resolving issues promptly.
- Oversaw appointment scheduling to enhance client flow and minimize wait times.
- Supported veterinary staff in delivering patient care, ensuring comfort and safety during visits.
- Oversaw maintenance of accurate records within electronic management systems to ensure operational efficiency.
- Instructed pet owners on services and preventive care to elevate client satisfaction.
- Facilitated collaboration among team members to enhance communication and optimize service delivery.
- Cultivated a welcoming environment for clients and pets by swiftly adapting to diverse customer needs.
- Navigated high-stress situations with composure, ensuring professionalism while resolving disputes and conflicts.
- Resolved escalated calls with efficiency, ensuring satisfactory outcomes for customers and the organization.
- Addressed customer inquiries regarding products, services, and company information.
- Cultivated in-depth product knowledge to deliver tailored recommendations aligned with customer needs.
- Cultivated strong relationships with customers by employing active listening techniques.
- Oversaw meticulous documentation of customer interactions to ensure effective follow-up and issue resolution.
- Developed tailored support strategies for high-priority clients to enhance service delivery.
- Oversaw meticulous record-keeping of customer interactions and transactions to ensure precise documentation and timely follow-up.
- Resolved customer inquiries to enhance satisfaction and promote a positive service experience.
- Ensured cleanliness and organization of checkout areas through mopping floors, emptying trash cans, and sanitizing surfaces.
Client Service Representative
Veterinary Assoc. of North Branford
North Branford, CT
08.2019 - 01.2021
- Delivered exceptional client service by addressing inquiries and resolving issues promptly.
- Coordinated appointment scheduling, ensuring optimal workflow and minimal wait times for clients.
- Maintained accurate client records using veterinary practice management software to enhance data integrity.
- Educated clients on pet care and preventive health measures to improve overall animal wellness.
- Handled sensitive client information with discretion, ensuring confidentiality at all times.
- Managed incoming calls, providing prompt and accurate information to clients about products and services.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Developed strong relationships with clients through proactive outreach and regular check-ins on progress and satisfaction.
- Maintained detailed records of client interactions, allowing for better understanding of needs and preferences for future engagements.
- Adapted quickly to changes in company policy or procedures while maintaining excellent service standards for existing clients.
Leasing Asst Manager
Sentinel Real Estate Mgmt
Charleston, SC
03.2018 - 05.2019
- Coordinated tenant communication to enhance satisfaction and retention.
- Managed lease documentation, ensuring compliance with regulations and accuracy.
- Assisted in property marketing efforts to attract new tenants effectively.
- Streamlined application processing, reducing turnaround time for prospective tenants.
- Organized property tours, showcasing amenities and fostering positive impressions.
- Developed tenant onboarding materials to improve acclimation process for new residents.
- Mentored junior staff on best practices in leasing operations and customer service.
- Led initiatives to optimize leasing processes, driving efficiency across the department.
- Managed move-in/move-out processes efficiently by conducting inspections, coordinating cleaning services, and completing necessary paperwork in a timely manner.
- Supported property management team in daily operations, ensuring smooth workflow and optimal efficiency.
- Maintained accurate records of all lease agreements, rent payments, and tenant information for easy retrieval when needed.
- Maintained open communication channels between property management, maintenance staff, and tenants to ensure a streamlined living experience for all residents.
- Resolved conflicts between tenants diplomatically while maintaining professionalism and upholding company policies.
Customer Service Representative
NVA Dba Cape Fear Animal Hospital
Fayetteville, NC
04.2013 - 04.2017
- Resolved customer inquiries and concerns with empathy and efficiency.
- Managed appointment scheduling and client communications through veterinary software systems.
- Collaborated with veterinary staff to ensure seamless patient care and service delivery.
- Trained new team members on customer service protocols and hospital procedures.
Skills
Customer service
Active listening
Critical thinking
Data entry
Customer relations
Problem resolution
Relationship building
Call center experience
Computer proficiency
Payment processing
Client relations
Professional telephone demeanor
Call center operations
Scheduling
Follow-up skills
Call management
Product knowledge
Paperwork processing
Appointment scheduling
Documentation
Prioritization
De-escalation techniques
Clerical support
Multi-line phone talent
Timeline
Customer Service Representative
Bolton Veterinary Hospital
07.2021 - 03.2026
Client Service Representative
Veterinary Assoc. of North Branford
08.2019 - 01.2021
Leasing Asst Manager
Sentinel Real Estate Mgmt
03.2018 - 05.2019
Customer Service Representative
NVA Dba Cape Fear Animal Hospital
04.2013 - 04.2017