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Nichole Anaya
Medical Asst, Veterinary Asst, Medical Admin, Customer Service Representative
Albuquerque,NM
Summary
Dedicated professional seeking a full-time Customer Service Representative position, whether in-person, remote, or hybrid, as well as opportunities in customer service, medical assisting, or office administration in the medical field. With over ten years of experience in human and animal science, I possess strong interpersonal skills and effective communication abilities to assist customers/patients while upholding quality assurance standards. Recognized for my compassion and support for patients and healthcare professionals, I excel in roles that demand attention to detail, data analysis, and meeting deadlines. I thrive in collaborative environments, working with team members and departments to drive success within your organization.
Overview
27
27
years of professional experience
31
31
years of post-secondary education
3
3
Certifications
2
2
Languages
Work History
Pet Groomer and Dog Trainer
Halo's Lovin Touch Grooming & Dog Training
10.2016 - Current
- Contributed to client retention by consistently providing outstanding customer service to both clients and pets.
- Upheld strict sanitation standards by thoroughly cleaning tools, equipment, surfaces after each use.
- Reduced stress for anxious pets with gentle handling techniques and calming environments during grooming sessions.
- Advised clients on post-grooming care instructions to maintain optimal results.
- Detected early signs of potential health issues in pets by conducting routine physical assessments during grooming appointments.
- Increased customer satisfaction with attentive care for each client''s specific needs and preferences.
Small Business Owner: Pet Groomer, Dog Trainer
Halo's Lovin Touch Pet Grooming & Dog Training
10.2016 - Current
- Dog and Cat Grooming / Business Owner over 10yrs Experience
- Dog Training, Behavioral Dog Trainer- 4yrs Experience
- Specialize in grooming senior dogs & cats, Fearful or Aggressive dogs or cats, Puppy grooming and Large Breed grooming.
- Animal therapeutic +massage, Arthritic animal massage
- Grooming severely matted or rescued animals that are severely matted or fearful of being touched
- Gentle approach and TLC given to each animal treated with personal care and wellness.
Customer Service Representative
Insight Global AES Indiana/Ohio
02.2024 - 01.2025
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- 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.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Improved resolution time with effective problem-solving for customer complaints.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Remote Customer Service Representative and New Electric Service Associate
AES Ohio/Indiana Electric Co.
02.2024 - 01.2025
- Remote Customer Service Representative Inbound/Outbound calls
- Created Service tickets for Power Outages or other electric issues/hazards
- Service order tickets for meter investigations
- Create new or transfer of Service, Performed Move-out or disconnect services
- Online account technical support for customers
- Created pay arrangements for customers, aided in financial assistance to pay bill
- Advised/educated customers on choosing an Electric Supplier
- Educated ways to save or reduce electrical consumption
Remote Inbound Calls for Medicare Optum United Healthcare
Insight Global Axion
09.2023 - 12.2023
- Inbound calls for Medicare Optum high volume
- Making Medicare annual wellness exams for UHC members
- Advocating for senior patients and set up other specialist appointments or referrals
Remote Customer Service Representative, Inbound Call Center
Bank of America
03.2022 - 03.2023
- Customer Service Representative Inbound Calls Remote for Bank of America
- Fraud Claims
- Billing Dispute Claims
- IT Troubleshoot problems online banking website for Bank of America
- Account Customer Service
- Assist with Account Wire-Transfers
Veterinary Assistant/ Technician
VCA Animal Clinic and Hospital
03.2012 - 10.2016
- Performed veterinary techniques and procedures.
- Aided in surgery with veterinarian performed blood draw, IV catheter placement, Checked animals' vitals while in surgery, and dental procedures. Maintained anesthesia in appropriate amounts for doctors to perform spays neuters, Internal medicine and orthopedic procedures.
- Aided in checking patients in and discharge. Triage patients by getting basic vital signs and assessing their needs. Participated in emergency or trauma situations with animals such as hit by cars and other emergencies. Excellent customer service skills. Answered phones and scheduled appointments. Cancer treatment
- Perform x-rays on pets or exotic animals. Assisted Dr. to set-up so they could review x-rays, ultrasound on animals.
- Assisted Dr in for examinations on dogs, cats, and exotic animals
Veterinary Assistant/Technician
Smith Veterinary Hospital
02.2006 - 07.2011
- Veterinary assistant duties as listed from above VCA Position. In addition to along with assisted animal surgeries and emergency procedures such as CPR, dog fights, and animals involved in hit by car, accidental pet poisoning, strokes/heart attacks.
- Worked overnight by myself, performing medical treatments and giving medications to animals that were hospitalized or being observed overnight.
- Cancer treatment
- Assisted Dr. with Acupuncture treatment.
- Performed x-rays on pets or exotic animals. Assisted Dr. to set-up so they could review x-rays, ultrasound on animals.
- Assisted Dr in for examinations on dogs, cats, and exotic animals
Orthopedic Technician/Medical Assistant
New Mexico Orthopedics
05.2005 - 02.2006
- Assisted Orthopedic Doctor in checking in patients for their appointments. Obtained Vital signs from patient and patient history. Helped to set up medical supplies for doctors to re-splint or re-cast. Assisted doctors in re-splinting or re-casting.
- Verified Insurance and got referrals for patients needing orthopedic surgeries and prior authorizations. Called central scheduling to set up OR times to be blocked for doctors' surgeries.
Receptionist and Medical Assistant
El Dorado Medical Care
01.2005 - 01.2006
- Check patients in and with medical assisting. Office clerical accounts payable and receivables
- Took co-pays and did prior authorizations for medical procedures
- Phlebotomy and Urine analysis
Resident Coordinator Assistant/Research Assistant
UNMH Department of Emergency Medicine
08.1998 - 09.2001
- Assisted the UNM Emergency Medicine Resident Coordinator with keeping records and data entry of Emergency Medicine residents' projects.
- Helped copy and print materials for their weekly Journal department conferences with faculty and students. Ordered and set-up lunches for the group in the conference room obtained any audio/visual equipment they would need.
- Maintained records of info. in excel database of students applying to the ER Resident program and helped in compiling date for the selection process for medical coordinator and other fellow faculty aiding in the new year Emergency medicine resident selection process
- Answered phone calls and questions about the resident program.
- Helped conduct research for ER faculty and resident students for journal submissions or dissertations.
- Conduct Emergency room research case studies on patients in the ER for fellow ER Resident journal submissions
- Analyzed data, compiled data to present results to faculty and ER resident students, medical students
- Analyzed the data and presented data for UNM Hospital Quality Assurance committee
Education
Bachelor of Science - Biology: Environmental Science
University of New Mexico
Albuquerque, NM 05.2001 - Current
Associate of Arts - Culinary Arts
Escoffier Culinary Arts
Online 05.2016 - 01.2018
Bachelor of Science - Biology-Environmental science/Ecology and Minor in Spanish
University of New Mexico
Albuquerque, NM 05.1996 - 01.2001
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Central New Mexico Community College
01.1995 - 01.1994
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New Mexico State University
01.1993 - 01.1994
Skills
Proficient in Microsoft applications: Excel, Access, PowerPoint, Word
Medical registration and medical clinic software
Teamwork and contribute to a positive workplace environment adhere to Privacy Standards
Medical Terminology
Phlebotomy
Scheduling Patients, Verifying Insurance and Prior Authorizations
Vital signs and Patient History
Patient monitoring and Anesthesia administration
Veterinary Assistant Skills
Medical Assistant Skills
Conflict resolution and Escalation management
Complaint resolution and Call center experience
Certification
Data Entry Certificate Present
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Recognized for going above and beyond the call of duty.
- Supervised team of 6 staff members.
- Documented and resolved Pet issues which led to Excellent Pet care and Customer Service.
- Updated veterinary office and laboratory procedures in alignment with veterinary medicine developments and technology.
- Achieved Excellent Patient care by being compassionate and also attentive to the Patient needs
Interests
Timeline
Customer Service Representative
Insight Global AES Indiana/Ohio
02.2024 - 01.2025
Remote Customer Service Representative and New Electric Service Associate
AES Ohio/Indiana Electric Co.
02.2024 - 01.2025
Remote Inbound Calls for Medicare Optum United Healthcare
Insight Global Axion
09.2023 - 12.2023
Remote Customer Service Representative, Inbound Call Center
Bank of America
03.2022 - 03.2023
Pet Groomer and Dog Trainer
Halo's Lovin Touch Grooming & Dog Training
10.2016 - Current
Small Business Owner: Pet Groomer, Dog Trainer
Halo's Lovin Touch Pet Grooming & Dog Training
10.2016 - Current
Associate of Arts - Culinary Arts
Escoffier Culinary Arts
05.2016 - 01.2018
Veterinary Assistant/ Technician
VCA Animal Clinic and Hospital
03.2012 - 10.2016
Veterinary Assistant/Technician
Smith Veterinary Hospital
02.2006 - 07.2011
Orthopedic Technician/Medical Assistant
New Mexico Orthopedics
05.2005 - 02.2006
Receptionist and Medical Assistant
El Dorado Medical Care
01.2005 - 01.2006
Bachelor of Science - Biology: Environmental Science
University of New Mexico
05.2001 - Current
Resident Coordinator Assistant/Research Assistant
UNMH Department of Emergency Medicine
08.1998 - 09.2001
Bachelor of Science - Biology-Environmental science/Ecology and Minor in Spanish
University of New Mexico
05.1996 - 01.2001
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Central New Mexico Community College
01.1995 - 01.1994
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New Mexico State University
01.1993 - 01.1994