Melana Cruz

• Provided daily care for pets, ensuring their health and well-being through attentive observation.
• Developed personalized pet care plans, accommodating specific needs and preferences of each animal.
• Administered medications and treatments as directed by pet owners, maintaining accurate records of health status.
• Managed scheduling of appointments for grooming and veterinary services, optimizing client satisfaction.
• Cultivated strong relationships with clients through effective communication and reliable service delivery.
• Trained new clients on proper pet care techniques, enhancing their confidence in managing pet needs.
• Reduced instances of separation anxiety by offering compassionate companionship during owner absences.
• Ensured client satisfaction by maintaining open communication regarding their pets'' needs and progress.

• Assisted clients with inquiries and appointment scheduling to enhance service experience.
• Provided support in managing electronic health records for improved accuracy and efficiency.
• Resolved customer complaints swiftly, ensuring satisfaction and fostering positive relationships.
• Educated pet owners on care practices and hospital services to promote client engagement.
• Maintained cleanliness and organization of reception area, contributing to welcoming environment.
• Collaborated with veterinary staff to streamline communication and improve workflow processes.
• Trained new team members on customer service protocols and hospital policies for consistency.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
• Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
• Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.

Intake of pets surgeries, making appointments, billing , filling prescriptions, communicating clients concerns to doctors and visa versa, resolving clients questions & concerns