Rachel VunCannon
Columbia,TN
Summary
Results-driven representative experienced in managing client interactions and educating pet owners on care. Recognized for maintaining professionalism under pressure and fostering positive experiences through effective communication and problem-solving.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
VIPets Franklin Animal Clinic
Franklin, TN
06.2025 - 09.2026
- Assisted clients with inquiries regarding pet care and clinic services.
- Assisted Medical Team with patient handling.
- Managed appointment scheduling and maintained accurate records in clinic management system.
- Provided exceptional support to veterinary staff during patient check-ins and examinations.
- Educated pet owners on preventative care and vaccination protocols effectively.
- Resolved customer complaints promptly, fostering positive client relationships.
- Processed payments and ensured accuracy in billing for services rendered.
- Maintained detailed records of customer interactions, contributing to comprehensive databases for future reference.
Customer Service Representative
My Pets Wellness
Franklin, TN
08.2024 - 04.2025
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Facilitated patient check-in and check-out processes for services.
- Maintained cleanliness and organization of lobby and guest rooms.
- Processed end of day financial reconciliation accurately.
- Assisted with patient handling.
Customer Service Representative
VCA Carrollwood Cat Hospital
Tampa, FL
11.2022 - 09.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Educated customers about billing, payment processing and support policies and procedures.
- Processed end of day financial reconciliation to ensure accuracy.
- Facilitated client check-in and check-out processes for services.
- Ensured cleanliness and organization of lobby and guest rooms.
- Received and stocked inventory for individual sale.
Liability Claims Adjuster
Trexis Insurance
Franklin, TN
06.2021 - 10.2022
- Evaluated liability claims, determining coverage and settlement amounts based on policy terms.
- Investigated incidents by gathering evidence, interviewing witnesses, and reviewing police reports.
- Maintained detailed records for each claim, ensuring accuracy and completeness for future reference and audit purposes.
- Maintained compliance with industry regulations by staying informed on changes to laws that impacted claims handling processes.
- Negotiated fair settlements with claimants, considering both their needs and the financial interests of the company.
- Answered customer questions regarding deductibles.
- Prepared summaries of damage, payments, and policy coverage.
Customer Service Representative
Trexis Insurance
Franklin, TN
09.2018 - 06.2021
- Collaborated with team members to streamline communication between departments for improved service delivery.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Handled a high volume of escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Document files with thorough notations depending upon urgency.
- Monitor voicemail box and incoming documentation for existing claims.
- Collaborated with team members to streamline communication between departments for improved customer service.
Certified Nursing Assistant
Maury Regional Hospital
Columbia, TN
05.2015 - 08.2018
- Monitored vital signs and reported changes in patient conditions to nursing staff.
- Assisted patients with daily living activities to enhance comfort and independence.
- Collaborated with multidisciplinary teams to ensure comprehensive patient care plans were executed efficiently.
- Trained new staff on best practices for patient care, fostering a supportive learning environment.
- Maintained cleanliness and organization of patient care areas for optimal safety and hygiene.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Monitored fluid intake and output.
- Reduced fall incidents by implementing safety measures like bed alarms and proper positioning techniques.
Certified Nursing Assistant
NHC Hillveiw
Columbia, TN
08.2013 - 05.2015
- Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
- Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
- Improved patient care quality by monitoring and recording vital signs, fluid intake, and output.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Prevented pressure ulcers development through frequent turning, repositioning of patients, and diligent skin assessments.
- Built rapport with patients and families, providing emotional support during difficult times.
Education
High School Diploma -
Daniel One Academy
Cookeville, TN05-2013
No Degree - Nursing
Columbia State Community College
Columbia, TNSkills
- Customer service
- Payment processing
- Appointment scheduling
- Call center experience
- Conflict resolution
- Follow-up skills
- Active listening
- Professional telephone demeanor
- Critical thinking
- Relationship building
Timeline
Customer Service Representative
VIPets Franklin Animal Clinic
06.2025 - 09.2026
Customer Service Representative
My Pets Wellness
08.2024 - 04.2025
Customer Service Representative
VCA Carrollwood Cat Hospital
11.2022 - 09.2023
Liability Claims Adjuster
Trexis Insurance
06.2021 - 10.2022
Customer Service Representative
Trexis Insurance
09.2018 - 06.2021
Certified Nursing Assistant
Maury Regional Hospital
05.2015 - 08.2018
Certified Nursing Assistant
NHC Hillveiw
08.2013 - 05.2015
No Degree - Nursing
Columbia State Community College
High School Diploma -
Daniel One Academy