Mary McDaniel
Denver,CO
Summary
Enthusiastic and reliable team player with excellent communication, time management, and computer skills. A driven and detail-oriented worker with a desire to expand experience and proficiency in a new role.
Overview
22
22
years of professional experience
Work History
CSR/Dispatcher
High 5 Plumbing, Heating, Cooling and Electric
08.2023 - Current
- Works closely with the entire team to provide top notch customer care, fast, reliable, quality services. Manages the dispatch board to determine urgency of calls and ensure the best field technician is dispatched to each job, ensuring effective time management and peak profitability.
- Schedule appointments for emergency, maintenance, repair/replacement and remodels via telephone, email, internet chat and service request applications.
- Maintains a consistent 94.2% successful booking average.
- Follow up with unsold work to answer questions and ultimately get work scheduled and introduce other trades provided by High 5.
- Responds by actively listening to customer complaints and ensuring customer satisfaction while following standard operating procedures to reach resolutions.
- Maintains detailed customer, invoice and field technician records using ServiceTitan.
- Complete financial transactions and follow up to offer High 5 Club Memberships, close open estimates, add on services, and create new opportunities using current offers to eligible customers and leads.
Client Services Lead/Administrator
Aurora Hills Animal Hospital
06.2013 - 08.2023
- Built trust and advised pet owners often under duress with a sick or injured pet and cultivated long standing loyal relationships with current clients.
- Client Services Lead: Appointment scheduling using the app, online, and by telephone, client check-in and discharge, patient/client paperwork and medical records, financial transactions including discussions about Care Credit and other financial options, pet insurance requests/claims, accurate and detailed record keeping and notes, team communications and referrals for care.
- Administration for the hospital; Communications, project and time management, inventory/supply orders, bill pay and light bookkeeping, coordination of facility maintenance and repairs, and arranging educational events.
- Worked closely with the entire team to build new business, educate pet owners, and promote a high level of quality care for all patients and their owners while multitasking in an often bustling environment.
Client Service Representative
VCA Southeast Area Animal Hospital
09.2011 - 10.2012
- Ensured clients received efficient and courteous service, answered client questions, booked appointments based on client need and doctor availability, entered proper billing codes and secured payments.
- Served as a liaison between clients and various departments in the hospital and accurately maintained hospital and patient records.
- Developed compassionate relationships with clients and their pets to best ensure the health of the animals.
Professional Pet Sitter
DOG WALKER, Puppy Love/Pet Sitters
01.2005 - 01.2010
- Built solid and loyal following of clients providing dependable, caring and customized pet care services.
- Maintained detailed client records using Petrax software that ensured specialized individual pet needs, nutritional requirements, medical applications and exercise preferences.
- Built large following due to exceptional service and client referrals.
Bookkeeper
Street Lounge, Dragonfly, Club Red, YFE, Inc
01.2004 - 01.2005
- Managed all accounts payable, receivable, cash audits and cash distributions using Quickbooks.
- Maintained payroll and benefits for thirty plus employees and investors.
- Supervised upgrade to computerized on-the-floor sales system that increased inventory tracking and created higher-quality guest experience.
Skills
- Office Organization
- Accounts Payable/Receivable Enthusiastic and reliable team player with excellent communication, time management, and computer skills A driven and detail-oriented worker with a desire to expand experience and proficiency in a new role
- Excellent communication and organizational
- Client Education and rapport building
- Has held DOE Q Clearance requiring an extensive background check
- Management, inventory control, human resources and bookkeeping
- Interdepartmental Collaboration
- Customer Retention
- Experienced in office administration
- Call center experience
- Professional telephone demeanor
- Relationship building
Timeline
CSR/Dispatcher
High 5 Plumbing, Heating, Cooling and Electric
08.2023 - Current
Client Services Lead/Administrator
Aurora Hills Animal Hospital
06.2013 - 08.2023
Client Service Representative
VCA Southeast Area Animal Hospital
09.2011 - 10.2012
Professional Pet Sitter
DOG WALKER, Puppy Love/Pet Sitters
01.2005 - 01.2010
Bookkeeper
Street Lounge, Dragonfly, Club Red, YFE, Inc
01.2004 - 01.2005
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