Melissa Howes
Bradenton,FL
Summary
Experienced manager with a successful background in veterinary hospital administration, customer service leadership, and account management. Skilled in team development, client relations, operational efficiency and business growth. Dedicated to delivering exceptional service while fostering positive workplace cultures and strong customer partnerships.
Overview
18
18
years of professional experience
Work History
Customer Service Manager/Client Care Specialist
Screens
08.2022 - Current
- Answer and manage incoming phone calls, diagnosing customer needs and directing inquiries appropriately.
- Schedule estimates and jobs, ensuring an organized and efficient calendar.
- Prepare, email, and follow up on estimates and invoices.
- Process credit card payments securely over the phone.
- Maintain accurate records of client information, contracts, and paperwork.
- Organize and update files to ensure easy access and compliance.
- Coordinate daily schedules to support smooth operations.
- Deposit payments at the bank and track payment record.
- Provide professional, friendly customer service to all clients
- Remote
Inside Account Manager
Dell Technologies
01.2022 - 08.2022
- Operating as the lead point of contact for any and all matters specific to my 130+ accounts.
- Building and maintaining strong, long-lasting customer relationships.
- Overseeing customer account management, including negotiating contracts and agreements to maximize profit.
- Client advocate and worked with internal departments to ensure that client needs are understood and satisfied.
- Building end to end solutions for my customers through innovative technology and understanding.
- Remote
Wildlife Inc
06.2020 - 12.2021
- Transitioning out of a voluntary career hiatus during the pandemic to volunteer at the local wildlife rescue.
Veterinary Technician/Lead Client Care Specialist
Braden River Animal Hospital
04.2017 - 06.2020
- Train sales team on educational products.
- Greeting clients and checking them in for appointments, drop off and surgery admins.
- Addressed customer questions and concerns regarding products, prices, and availability.
- Managed over 100 calls per day and assisted clients with scheduling appointments and answering a variety of questions.
- Educating clients and upselling on latest products.
- Deliver exceptional account service to strengthen customer/client loyalty.
- Settling end of day reports, counting the cash drawer and preparing the deposit.
- Collaborated with employees to build client relationships by asking appropriate questions, identifying needs and providing insightful information regarding products and treatments.
- Knowledgeable about practices and company requirements in veterinary medicine
- Well-versed and in managing high workloads in a fast-paced environment.
- Perform detailed laboratory tests with 100% accuracy through state-of-the-art technology equipment.
- Take diagnostic radiographs, using the latest technology digital x-ray equipment.
- Maintain instruments, equipment or machinery to ensure proper working condition.
- Offer excellent, over the top care and compassion for all animals and customers under my care.
- Supervise all receptionist and oversee daily operations.
- Develop monthly employee schedules accordingly
Hospital Manager/Lead Veterinary Technician
Ranch Animal Hospital
04.2008 - 01.2017
- Managed a portfolio of high-level customer accounts.
- Supervise and oversee daily operations including consulting and resolving all client issues.
- Develop highly detailed monthly employee schedules. Managed all financing and accounting.
- Maintain laboratory, research, or treatment records, as well as inventories of pharmaceuticals, equipment, and supplies.
- Primary purchasing manager of all medical, clerical and housekeeping supplies needed.
- Solely responsible for maintaining the controlled drug inventory and related log books.
- Supervise and train veterinary students and other staff members.
- Perform a variety of office, clerical or accounting duties, such as reception, all billing and accounts receivables, bookkeeping and selling products.
- Staff training for OSHA and Health department Bio Hazardous waste required by the state.
- Veterinary Technician responsibilities:
- Observe the behavior and condition of animals and monitor their clinical symptoms.
- Administer anesthesia to animals, under the direction of a veterinarian. Care for and monitor the condition of animals recovering for anesthesia.
- Perform laboratory tests on blood, urine or feces.
- Prepare and administer medications, vaccines or treatments, as prescribed by a veterinarian.
- Collect, prepare and label samples for laboratory testing, culture or microscopic examination.
- Take diagnostic radiographs, using digital x-ray equipment.
- Calculate all surgical medications according the animal’s weight
- Provide veterinarians with the correct equipment or instruments, as needed.
- Maintain instruments, equipment or machinery to ensure proper working condition.
- Offer excellent, over the top care and compassion for all animals under my care.
Education
High School Diploma -
State College of Florida
Bradenton, FLState College of Florida
Bradenton, FLSkills
- Customer service
- Problem-solving
- Customer focused
- Exceptional interpersonal communication
- Customer relationship management (CRM)
- Conflict resolution techniques
- Handling escalations
- Account management
- Excellent time management skills
Assessments
- Medical billing – Completed
- September 2020
- Understanding the procedures and forms used for medical billing
- Full results: Completed
- Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Timeline
Customer Service Manager/Client Care Specialist
Screens
08.2022 - Current
Inside Account Manager
Dell Technologies
01.2022 - 08.2022
Wildlife Inc
06.2020 - 12.2021
Veterinary Technician/Lead Client Care Specialist
Braden River Animal Hospital
04.2017 - 06.2020
Hospital Manager/Lead Veterinary Technician
Ranch Animal Hospital
04.2008 - 01.2017
High School Diploma -
State College of Florida
State College of Florida