Michelle Vallillo
Helmetta,New Jersey
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer Service Representative
VCA Twin Rivers Animal Hospital
01.2024 - Current
- Welcomed and greeted all incoming visitors in a professional and friendly manner
- Managed high-stress situations effectively and maintaining professionalism under pressure
- Handled escalated calls efficiently, ensuring the health of the pet to be top priority
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team
- Exhibited high energy and professionalism when dealing with clients and by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Maintained detailed records of client interactions, ensuring proper follow-up
- Promoted superior experience by addressing client concerns, demonstrating empathy, and resolving problems swiftly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates
- Maintained a clean and organized reception area, ensuring no potential hazards for any pets entering the hospital
- Greet and assist clients with scheduling appointments, including answering phone inquiries and coordinating with veterinary staff to ensure efficient patient flow
- Maintained electronic medical records accurately including medical history, while maintaining confidentiality and accuracy and updated patient information as needed
- Provide exceptional customer service by addressing client concerns and providing information on veterinary services, procedures, and products
- Manage financial transactions, such as accepting payments and managing cash drawers, processing insurance claims, and coordinating payment plans
- Relay important information to clients including appointment reminders, prescription refills, and follow-up communications
- Provided exceptional patient care by accurately dispensing medications and counseling patients on proper usage and potential side effects
- Managed and maintained the office's appointment calendar and efficiently scheduled appointments
- Managed phone calls, emails, and faxes, directing inquiries to the appropriate staff members
- Assisted with administrative tasks such as filing, scanning, and organizing documents to support the smooth operation of the veterinary hospital
- Sorted and distributed incoming mail and packages to the appropriate departments
Dog Training instructor
Petsmart
08.2010 - Current
- Utilized positive reinforcement & operant conditioning techniques to improve animal behavior
- Demonstrated exceptional problem solving skills in addressing complex behavioral issues
- Liaised with clients to assess their individual needs and develop customized training plans
- Established a safe and comfortable training environment for both clients and their pets
- Instructed pet owners in proper methods of training and behavior modification
- Monitored progress of dogs during training sessions and provided feedback to clients
- Created and managed schedules for both group and individual training lessons.
Veterinary Technician
County Veterinary Hospital
03.2007 - 04.2010
- Performed patient intake and assisted veterinarians in performing physical examinations
- Administered injections, monitored vital signs and submitted laboratory specimens
- Provided nursing care to hospitalized animals and monitored their progress
- Dispensed medications and instructed owners on home care
- Educated clients on preventative care and wellness plans
- Maintained medical records and updated patient history
- Responsible for restocking medical supplies and maintaining cleanliness
- Scheduled appointments and managed the reception area.
Education
Bachelor's Degree in Psychology -
Kean University
05.2011
Skills
- Responding proactively and positively to rapid change
- Friendly and personable; excellent customer service skills
- Microsoft Word, Outlook, Excel & Powerpoint
- Fast and Accurate Typing Speed
- Professional telephone demeanor
- Problem-solving abilities
- Active Listening and Critical Thinking
- Problem Resolution
Certification
- Accredited Dog Trainer Certification, PetSmart, 01/01/11
- Animal Psychology Diploma, Online Academies, 01/01/16
Languages
Spanish
Professional Working
Timeline
Customer Service Representative
VCA Twin Rivers Animal Hospital
01.2024 - Current
Dog Training instructor
Petsmart
08.2010 - Current
Veterinary Technician
County Veterinary Hospital
03.2007 - 04.2010
- Accredited Dog Trainer Certification, PetSmart, 01/01/11
- Animal Psychology Diploma, Online Academies, 01/01/16
Bachelor's Degree in Psychology -
Kean University
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