Opal Lawson
Covington,GA
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Hardworking and knowledgeable professional well-versed in using scripts and personal expertise to address diverse customer concerns. Self-motivated and independent in sourcing and implementing solutions. Good conflict mediation and multitasking abilities.
Overview
12
12
years of professional experience
Work History
Healthcare Customer Service Agent
Chewy
Dania Beach, FL
11.2020 - 06.2024
- Receive between 40-80 inbound calls daily.
- Provide excellent customer service remotely in a distraction free environment.
- Engage directly with veterinary clinics to coordinate prescription approvals and refills.
- Maintain a high level of quality data entry and order processing of veterinary pharmacy orders.
- Resolve customer issues and clarify order inquiries.
- Research and problem-solve to determine appropriate solutions for the customer and clinic partners with follow-up's, as needed to resolve issues.
- Operate with understanding, active listening, patience, empathy and kindness to customers and partners alike.
- Responded promptly to customer inquiries and complaints in a professional manner.
- Maintained accurate records of all customer interactions, process customer accounts and file documents.
- Attended team meetings regularly to discuss updates on products, services and policies changes.
Veterinary Assistant/Receptionist
United Veterinary Services
Oakland Park, FL
01.2020 - 05.2020
- Check in patients and clients for Surgery and vaccine services.
- Educate and Inform the public on General Vaccine knowledge and flea and tick prevention.
- Plan and schedule Spay and Neuter Appointments.
- Perform Routine Vaccines , Blood draws, and de-worming for both canine and felines.
- Discharge Surgery patients and Instruct Post Op Care with post op medication dosing.
- Balance , Close , Batch at End of day.
Veterinary Assistant/Receptionist
Humane Society of Greater Miami
North Miami Beach, FL
07.2018 - 12.2019
- Check in patients and clients for Surgery and vaccine services.
- Educate and Inform on General Vaccine knowledge and information.
- Plan and schedule Spay and Neuter Appointments.
- Perform Routine Vaccines , Blood draws, and de-worming for both canine and felines.
- Discharge Surgery patients and Instruct Post Op Care and explain Pain medications.
- Balance , Close , Batch at End of day.
Kennel Tech/Veterinary Assistant
Deshon Animal Hospital
Lithonia, GA
01.2018 - 05.2018
- Open clinic in the morning ,Perform standard animal husbandry.
- Place clients in appointment room, weight pet, obtain medical history , and present to DVM.
- Pull medications as directed by DVM .
- Run Laboratory testing such as CBC, Chem, Fecal floats etc.
- Operate and run radiograph imaging.
- Assist with Sedation of pets for surgeries , euthanasia, and dentals.
- Perform dentals , scrub and sterilize surgical instruments.
Vet Tech Assistant
Woodland Animal Hospital
Locust Grove, GA
04.2017 - 09.2017
- Upon arrival weight pets
- Operated X-ray by properly positioning animals, and developing radiographs
- Obtain and prepared samples for 1
- Urinalysis 2
- CBC/Various other blood Diagnosis 3
- Fecal 4
- Ear/Skin Cytology Administer medications Via 1
- Intravenous 2
- Intramuscular 3
- Subcutaneous 4
- Oral 5
- Topical Administer and supervise oxygen therapy to critical patients Collect medical history of patient to present to DVM Assist DVM during
Veterinary Assistant
Evans Mill Animal Hospital
Lithonia, GA
02.2015 - 04.2016
- Performed routine laboratory and diagnostic tests
- Assisted in routine examinations, as well as surgical and dental procedures on various animal breeds
- Weighed and examined animals and recorded information in files
- Cleaned kennels, examination and operating rooms and animal loading and unloading facilities
- Greeted customers in a pleasant manner and escorted them to the examination room
- Managed kennel area; water, feed, medicate, and walk animals
- Stocked rooms with supplies daily.
Lead Bather
Petsmart
Conyers, GA
05.2013 - 02.2015
- Delegated tasks to other colleagues on the grooming team.
- Worked in a cold and wet environment on a daily basis
- Groomed dogs and cats by utilizing tools including blades, brushes, combs, shedding aids, de-matting with tools such as sheers, nail clippers
- Brushed, bathed and conditioned animals' coats
- Promoted grooming services and products to customers
- Coordinated with grooming technicians to guarantee owner satisfaction
- Retained customers by calling and sending reminder cards for appointments.
Intern
Oak Hill Animal Hospital
Covington, GA
09.2012 - 03.2014
- Observed technicians and doctors in a professional setting
- Gained knowledge of a veterinary facility and its day to day operations
- Walked, watered, and fed dogs
- Assisted groomer with Baths and tranquilized grooms.
Pet Care Associate
Petco
Hallandale Beach, FL
05.2012 - 09.2012
- Provided information to Pet Parents about Food nutrition
- Advised owners regarding animal care and training at home
- Fed and exercised a variety of animals each day, such as reptiles, birds, hamsters, and fish
- Cashier Experience.
Education
High School Diploma -
Alcovy High School
Associate of Science in Biology -
Georgia State University
Skills
- Computer Skills
- Inventory
- Scheduling
- Training
- Receptionist
- Medical Terminology
- Veterinary Experience
- Computer Literacy
- Pet Care
- Animal Care
- 10 Key Calculator
- Microsoft Office
- Typing
- Customer service
- Customer support
- Cash register
- Laboratory experience
- Medical imaging
- Problem-solving skills
- Recordkeeping proficiency
- Conflict Resolution
- Internet savvy
- Persuasive Speaking
- Documenting information
- Positive Attitude
- Customer service abilities
Additionalinformation - Technicalskills
Ability to use a variety of lab equipment; Automated blood machines such as, Idexx, SNAP, etc Familiar with Avimark computer program
Personal Information
- Relocation: Anywhere
- Title: Customer Service Representative
Timeline
Healthcare Customer Service Agent
Chewy
11.2020 - 06.2024
Veterinary Assistant/Receptionist
United Veterinary Services
01.2020 - 05.2020
Veterinary Assistant/Receptionist
Humane Society of Greater Miami
07.2018 - 12.2019
Kennel Tech/Veterinary Assistant
Deshon Animal Hospital
01.2018 - 05.2018
Vet Tech Assistant
Woodland Animal Hospital
04.2017 - 09.2017
Veterinary Assistant
Evans Mill Animal Hospital
02.2015 - 04.2016
Lead Bather
Petsmart
05.2013 - 02.2015
Intern
Oak Hill Animal Hospital
09.2012 - 03.2014
Pet Care Associate
Petco
05.2012 - 09.2012
High School Diploma -
Alcovy High School
Associate of Science in Biology -
Georgia State University
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