Molly Shaw
Johnstown,NY
Summary
Devoted professional proactively and quickly identifies best course of action for given scenarios. Confident handling tasks independently and in teams with highly organized approach to work. Strong advocate for those in need and committed to providing best possible service.
Overview
11
11
years of professional experience
Work History
CLIENT SERVICES Lead
Country Valley Vet Clinic
12.2022 - Current
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Assisted in conducting needs assessments to identify key areas of service needs.
- Handled customer inquiries and suggestions courteously and professionally.
- Developed, implemented, and leads our training program to ensure quality customer service provided by dynamic, empathetic, and confident employees.
- Documented client interactions, explained disease and condition diagnosed, prognoses and treatment options to provide information for decision-making.
- Managed and declared conflict in a professional manner with a high attention to detail and an empathy first attitude.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
PRACTICE MANAGER
Exceptional Pets Veterinary Practice
08.2021 - 11.2022
- Managed daily practice operations to optimize appointment scheduling, patient records management and billing functions.
- Provided outstanding support to entire staff which helped improve process flow and boosted efficiency.
- Ordered all office supplies and kept check on inventory levels.
- Boosted staff morale by offering constructive feedback and specific direction.
- Developed and implemented strategies to improve patient access, satisfaction and care quality.
- Oversaw accounting, budgeting, and financial reporting.
ZOOKEEPER AND INTERN PROGRAM MANAGER
Wild Spirit Wolf Sanctuary
03.2020 - 08.2021
- Monitored animal behavior and completed examinations to identify illnesses, injuries, or potential diseases.
- Prepared and administered medications and treatments as prescribed by veterinarian.
- Educated visitors and staff on proper animal care and handling.
- Used trimmers and chainsaws for grounds maintenance, brush clearing, and tree removal and thinning.
- Cleared public and private areas of debris before and after events.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Assisted in organizing and overseeing assignments to drive operational excellence.
CLIENT CARE AND SERVICES COORDINATOR
Animal Protective Foundation
12.2019 - 03.2020
- Scheduled and coordinated animal rescue and shelter transfers to manage shelter intake numbers and keep capacity for care in mind.
- Prepped paperwork and appropriate contracts needed for shelter/rescue transfers
- Responded to all client inquiries and asked appropriate questions to facilitate resolution.
- Coached employees on animal welfare/care customer service skills in a fast-paced environment
- Interpreted and communicated new or revised policies to staff.
- Provide clients with resources and aided decision-making, with a special interest in those with pet behavioral, nutritional, and medical concerns.
CLIENT SERVICES SPECIALIST
Saratoga Veterinary Hospital
08.2012 - 12.2019
- Provided one-on-one customer service with veterinary practice clientele.
- Maintained and managed customer files and databases.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Recorded conversations and communicated treatment plans with pet owners where applicable
- Coordinated with operations staff to resolve service problems and boost client satisfaction.
- Maintained an organized workspace and would troubleshoot computer concerns.
Education
BACHELOR'S DEGREE - Business Management
SUNY CANTON, COLLEGE OF TECHNOLOGY
ASSOCIATE DEGREE - Social Sciences
Adirondack Community College
Skills
- Excellent administrative and communication skills
- Computer skills - Microsoft Office XP, Word, PowerPoint, Excel, Publisher, & Proficient in Internet research using Internet Explorer, Slack, Trello
- Problem-Solving
- Training development and implementation skills
- Organization and Time Management
Timeline
CLIENT SERVICES Lead
Country Valley Vet Clinic
12.2022 - Current
PRACTICE MANAGER
Exceptional Pets Veterinary Practice
08.2021 - 11.2022
ZOOKEEPER AND INTERN PROGRAM MANAGER
Wild Spirit Wolf Sanctuary
03.2020 - 08.2021
CLIENT CARE AND SERVICES COORDINATOR
Animal Protective Foundation
12.2019 - 03.2020
CLIENT SERVICES SPECIALIST
Saratoga Veterinary Hospital
08.2012 - 12.2019
BACHELOR'S DEGREE - Business Management
SUNY CANTON, COLLEGE OF TECHNOLOGY
ASSOCIATE DEGREE - Social Sciences
Adirondack Community College
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