Monica Burgess
Tucson,AZ
Summary
Dynamic customer service professional with a proven track record at Banfield Animal Hospital, excelling in conflict resolution and client relations. Adept at enhancing customer satisfaction through active listening and effective problem resolution, I consistently foster loyalty and drive repeat business while maintaining meticulous records and streamlining appointment scheduling.
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
20
20
years of professional experience
Work History
Customer Service Representative
Banfield Animal Hospital
01.2025 - Current
- Assisted clients with inquiries about pet care services and products.
- Supported veterinarians by preparing examination rooms and managing patient records.
- Handled scheduling for appointments, ensuring efficient use of clinic resources.
- Educated pet owners on preventive health measures and available services.
- Processed payments and maintained accurate transaction records for daily operations.
- Adapted quickly to new procedures and systems, enhancing overall service efficiency.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Representative
VCA Hospitals
02.2024 - 08.2024
- Resolved customer complaints promptly to ensure satisfaction and loyalty.
- Collaborated with team members to streamline service delivery processes.
- 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.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Supported veterinarians by preparing examination rooms and managing patient records.
- Handled scheduling for appointments, ensuring efficient use of clinic resources.
Optician
Accent On Vision
04.2016 - 11.2023
- Assisted customers in selecting appropriate eyewear based on lifestyle and prescription needs.
- Conducted eye examinations, ensuring accurate measurements for lenses and frames.
- Managed inventory of optical products, maintaining organized displays and stock levels.
- Provided adjustments and repairs to eyewear, enhancing customer satisfaction with services.
- Educated clients on proper eyewear care and maintenance practices.
- Collaborated with healthcare professionals to coordinate patient referrals for specialized eye care.
- Processed insurance claims efficiently, facilitating smooth transactions for clients.
- Calibrated seg heights, vertex, and pupillary distance and pantoscopic tilt to customize eyeglass orders and create perfect fit.
- Evaluated incoming prescriptions from optometrists for accuracy before dispensing eyewear to prevent potential errors or dissatisfaction.
- Filed claims with vision and medical insurance companies to garner payment for optical services.
- Aided patients in selection of flattering eyeglass frames appropriate for prescription and style preferences.
- Troubleshot issues with prescription eyewear, offering swift resolution to maintain customer satisfaction levels.
- Verified and updated patient records promptly to guarantee accurate prescription information.
- Increased sales by effectively communicating the benefits of various lens coatings, materials, and frames to customers.
- Contacted patients when eyeglasses or contact lenses arrived in store and assisted with final fitting.
- Conducted thorough frame adjustments to ensure optimal comfort, fit, and functionality for each customer.
- Measured patients' faces for bridge, eye size, and temple length to select comfortable frames.
- Instructed patients on proper insertion, removal, and cleaning techniques for contact lenses.
- Collaborated with optometrists to develop tailored vision care plans, addressing each patient''s unique visual needs.
- Stayed current on industry advancements and emerging trends through continuous professional development opportunities, enhancing the overall quality of service provided to clients.
- Managed inventory levels efficiently to guarantee adequate stock availability while minimizing excess supply expenses.
Optician
Nationwide Vision
03.2006 - 03.2016
- Implemented visual display strategies to promote featured products and enhance customer engagement.
- Provided exceptional customer service by attentively listening to patient concerns and addressing them promptly.
- Enhanced patient understanding of vision care options through comprehensive explanations of insurance benefits and coverage.
- Educated patients on proper use, care and maintenance of eyeglasses and contact lenses.
- Maintained safe, clean and organized environment to increase patient comfort.
- Assisted patients with inserting, removing, and caring for contact lenses through hands-on demonstrations and clear instructions.
- Suggested optional items such as lens coatings and lightweight lenses to improve patient experience with eyeglasses.
- Utilized advanced knowledge of ocular anatomy, physiology and optics to provide proper eyewear.
- Streamlined appointment scheduling by implementing an efficient system for booking eye exams and follow-up visits.
- Learned new catalog of items to present current options to patients.
- Boosted revenue growth by cross-selling additional products and services, such as lens cleaning solutions or protective eyewear accessories.
Education
GED -
T.A.P.P.
Tucson, AZSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Payment processing
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Scheduling
- Follow-up skills
- Call management
- Product knowledge
- Paperwork processing
- Appointment scheduling
- Order processing
- Team development
- Documentation
- Microsoft PowerPoint
- Prioritization
- De-escalation techniques
- Building rapport
- Quality control
- Technical support
- Clerical support
- Filing
- Customer education
- Product sales
- Product and service solutions
- Multi-line phone talent
- Sales expertise
- Account updating
- Research
- Product promotion
Timeline
Customer Service Representative
Banfield Animal Hospital
01.2025 - Current
Customer Service Representative
VCA Hospitals
02.2024 - 08.2024
Optician
Accent On Vision
04.2016 - 11.2023
Optician
Nationwide Vision
03.2006 - 03.2016
GED -
T.A.P.P.