Michelle PEARSON
Portsmouth,VA
Summary
PROFESSIONAL OBJECTIVE: To provide The CoVE a source of sincere dedication and resilience in the Office Manager position. Experienced Client Liaison proficient in service, sales and administrative functions. Bringing 10 years of vet med experience along with strong communication, organizational and planning abilities.
Overview
23
23
years of professional experience
Work History
Client Liaison Team Lead
The CoVE
, VA
06.2014 - Current
- The Client Liaison Team Lead role at The CoVE is to help navigate and provide support to fellow CL’s through training and conversations
- Overall leading by example
- Below are duties and responsibilities that are actively performed:
- General Knowledge:
- Possesses exceptional organizational and managerial skills
- Stellar verbal and written communication skills, to include diverse range of audiences and settings
- Possesses the following computer skills including typing, organizing, data entry, communicating utilizing common computer software and programs
- General Duties:
- Possesses and expresses genuine compassion for animals and for working in vet med
- Promotes a professional positive attitude and respect among staff and throughout the community
- Participates in personal performance and staff appraisals
- Participates in all staff and training meetings
- Works in a highly collaborative environment, committed to building relationships with colleagues, clients, and community
- Provides support to staff to assist in making the practice successful; provides appropriate tools to accomplish required responsibilities and ensure the confident operation of hospital
- Administrative Duties:
- Directs and develops veterinary, technical and administrative staff towards the goal of quality patient care and excellent client service; assist in the formulation of objectives and policies to ensure efficient and profitable hospital operations
- Upholds protocols, policies, core values and standards set out by The CoVE
- Assists senior management in directing hospital administrative support staff through direct supervision, training, structuring, scheduling, motivation, and education to produce the highest level of client satisfaction possible from the services reception staff provides
- Maintains accurate financial reports including end of day, month, and year reports as needed
- Assists in recruitment, interviews, and hiring of support staff personnel
- Creates, posts ads, and schedules interviews through Indeed or alternative hiring platforms
- Assists in observational interview evaluations
- POC for Friday transfers
- BAC invoicing for local cities and monitor good sam accounts for each local city
- Tracks employee accounts: Bonusly payments, insurance claims, invoice adjusting and payments from paycheck.
- Trained and supervised junior customer service representatives on best practices to meet organization goals.
- Communicates with clients regarding account services, statements, and balances.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Coordinated with operations staff to resolve service problems and boost client satisfaction.
Retail Sales Representative
Ntelos Wireless
Portsmouth, VA
09.2007 - 01.2013
- Educating customers on NTELOS products and services
- Meeting and exceeding targeted sales goals while maintaining operational and merchandising standards
- Opening and closing store while following operations procedures
- Taking payments
- Troubleshooting phone and data card issues
- Setting up service for new and existing customers.
Teacher
The Pines Residential Treatment Facility
Portsmouth, VA
01.2005 - 01.2007
- Create and implement lesson plans, grade assignments, and observe behaviors
- Provide an overall safe environment for staff and residents.
- Managed classroom behavior effectively by establishing clear expectations, modeling appropriate conduct, and consistently enforcing established rules and consequences.
- Modified lessons and curriculum to accommodate diverse learners.
- Collaborated with teachers and therapists to develop individualized educational plans for each student, ensuring optimal progress.
Assistant Center Director
Children’s World Learning Center
Portsmouth, VA
01.2004 - 01.2005
- Supervised 8 employees
- Interviewed and trained all new hires.
Salon Manager
Do or Dye
Portsmouth, VA
01.2001 - 06.2004
- Supervised 7 employees, ordered supplies and made appointments
- Achieved performance goals and ensured productive store operations by providing floor coverage and exceptional customer service.
- Optimized work shifts, managed staff schedules, and ensured adequate coverage during peak hours to maintain exceptional customer service levels.
- Maintained a clean and welcoming salon environment through regular maintenance, organization, and attention to detail.
- Sourced high-quality and trending hair care products for salon, placing orders with suppliers.
HAT Fund
- HAT Fund Coordinator
- Oversees proper medical records maintenance including documenting conversations with clients, scanning in documents as necessary, auditing records and purging
- Attends hospital sponsored events such as client education events, community outreach, and any other events requested by management
- Understand electronic medical records system (Instinct) and electronic treatment sheets (Instinct)
- Manages medical records, reports and correspondence
- Team Member Management Duties:
- Directs and supervises evening CL team via daily training, guidance, management, and development
- Creates accountability structure for quality & quantity of work performance
- Upholds all procedures, protocols and core values within hospital
- Provides Key Support for Medical and CL Staff
Education
Bachelor of Science - Interdisciplinary Studies
Old Dominion University
2004
Advanced Diploma -
Churchland High School
1998
Skills
- Customer Service
- Time Management
- Cultural Awareness
- Team building
- Team Management
- Networking
- Decision-Making
- Recordkeeping
- Teamwork and Collaboration
- Multitasking Abilities
- Google Drive
- Analytical Thinking
- Excellent Communication
Timeline
Client Liaison Team Lead
The CoVE
06.2014 - Current
Retail Sales Representative
Ntelos Wireless
09.2007 - 01.2013
Teacher
The Pines Residential Treatment Facility
01.2005 - 01.2007
Assistant Center Director
Children’s World Learning Center
01.2004 - 01.2005
Salon Manager
Do or Dye
01.2001 - 06.2004
HAT Fund
Bachelor of Science - Interdisciplinary Studies
Old Dominion University
Advanced Diploma -
Churchland High School
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