Monica Marquez

Provided exceptional customer service in a fast-paced, high-volume 24-hour animal hospital, supporting clients both in-person and over the phone.

• Managed high call volume daily, including urgent and emergency patient inquiries, triage questions, and appointment coordination.

• Scheduled and confirmed appointments, surgeries, and follow-ups using veterinary practice management systems with a strong focus on accuracy and efficiency.

• Assisted with patient intake, medical chart updates, and coordination between veterinary technicians and doctors.

• Demonstrated compassionate communication during emergency situations, helping clients navigate stressful medical decisions.

• Processed payments, estimates, treatment plans, and medical records while maintaining confidentiality and compliance with hospital policies.

• Worked collaboratively with medical staff to prioritize emergency cases, ensuring smooth workflow and timely care.

• Resolved customer concerns and escalated medical questions to appropriate team members to maintain high levels of client satisfaction.S

• - High Volume office
• - Work on all discharges.
• - Efficient in AviMark software.
• - Greet all clients that enter the office.
• - Ensure the clients are comfortable in a clean reception area.
• - Perform all designated call back and reminder calls per doctor’s request.
• - Help with all animals

• Answering high volume phone calls.
• Proficient in troubleshooting and addressing member issues.
• Affiant in Microsoft, Genysis software and UKG.

• Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
• Interviewed, trained and supervised employees.
• Prepared staff work schedules and assigned team members to specific duties.
• Formed and sustained strategic relationships with clients.
• Determined pricing for products or services based on costs and competition.
• Conferred with customers to understand needs and finalize purchase orders.
• Developed business from ground up and prepared records
• Implemented successful business strategies to increase revenue and target new markets.
• Delegated work to staff, setting priorities and goals.
• Set pricing structures according to market analytics and emerging trends.
• Created and implemented marketing and advertising strategies to support revenue goals and promote strategic growth.
• Supervised company social media and marketing efforts to expand brand awareness and attract new customers.

• Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
• Conferred with customers to understand needs and finalize purchase orders.
• Resolved issues quickly through meticulous research and quick decision-making.
• Ran day to day operations
• Delegated work to staff, setting priorities and goals

• Front desk operations
• Processing customer payments
• Answered Phones and Booked appointment