Riley Townsend
Haverhill,MA
Summary
Hardworking Customer Service Representative Lead, successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals, maintains and enhances customer service by delivering systems and procedures and supervising staff. Communicative and responsible team leader builds productive and positive relationships with employees and customers to improve retention and loyalty. Consistently promotes company values and culture through all interactions.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Service Representative Lead/Wellness Ambassador
Andover Animal Hospital
05.2022 - Current
- Mentored junior staff, providing guidance on best practices in customer service.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Offered personalized solutions for customers by thoroughly understanding their needs and preferences.
- Implemented new training programs for better team performance and improved service quality.
- Coordinated closely with other department leads to address interdepartmental issues affecting customer experience outcomes efficiently.
- Maintained detailed records of all interactions with clients, ensuring accurate data collection for future reference.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained office and waiting room, keeping common areas clean and tidy.
- Provided compassionate support during difficult situations such as end-of-life decisions or emergency visits, establishing trust with clients.
- Triaged incoming patients to determine treatment needs and urgency of care.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Participated in continuous professional development opportunities staying up-to-date on recent discoveries within the field of wellness.
- Built strong relationships with members to promote health, wellness and available services.
Recovery Specialist/Case Manager
The Psychological Center
03.2019 - Current
- Supported efficient meetings by organizing spaces and materials, documenting discussions and distributing meeting notes.
- Composed internal memos and external correspondence for senior management and reviewed all documentation to eliminate errors.
- Identified and recommended changes to existing processes to improve accuracy, efficiency and quality service.
- Developed and updated spreadsheets and databases to track and report on billing and insurance authorizations.
- Received, screened and routed incoming calls.
- Scheduled and confirmed appointments and meetings for program clients.
- Documented client progress in confidential files.
- Recording treatment progress
Manager
Debbie's Treasure Chest
12.2018 - 04.2022
- In charge of the day to day operations of a non-profit that provides aid and support for disadvantaged and at-risk families in the Merrimack Valley and surrounding areas.
- Oversaw office inventory activities, including ordering and requisitions, stocking and shipment receiving.
- Handled all incoming business and client requests for information.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Provided complete meeting support, including materials preparation and notes or minute taking.
- Maintained computer and physical filing systems.
Customer Service Representative
Hampstead Animal Hospital
01.2019 - 02.2020
- Managed multi-line phone system and pleasantly greeted patients.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Triaged incoming patients to determine treatment needs and urgency of care.
- Maximized appointment availability by effectively coordinating schedules between multiple veterinarians and clients.
- Entered data from pet records and office visits into computer system.
Front Office Receptionist/Technician
Andover Animal Hospital Inc.
05.2011 - 02.2018
- Scheduled annual checkup appointments, consultations and surgery visits for various animals, including dogs, cats and exotic pets.
- Maintained the office and the waiting room so that common areas were clean at all times.
- Fielded phone calls from pet owners, answered questions and took messages that would be left for the veterinarians on staff.
- Inputted data from pet records and office visits into the computer system using Infinity Veterinary Software.
- Managed office operations including communications, mail distribution, supply ordering and inventory control.
- Utilized strong time management and organizational skills to ensure smooth and seamless operations.
- Performed general administrative duties, including copying, faxing and filing.
- Created and edited documents such as correspondence, forms, reports and calendars.
- Managed reception activities, including greeting visitors, answering phones and maintaining the front desk in an organized manner.
- Input all documents into the records management system.
- Interacted with clients regarding animal health, questions and concerns, education on treatment protocol and general procedures.
- Interviewed clients to determine reason for visit and documented concerns.
- Cleaned, restocked and organized examination rooms.
Education
High School Diploma - undefined
Central Catholic High School
Lawrence, MA2014
Skills
- Customer service
- Business administration
- Project Management
- Data collection and analysis
- Verbal and written communication
- Operations Management
- Staff and volunteer management
- Strong conflict resolution skills
- Strong interpersonal skills
- Medical terminology knowledge
- Quick learner
- Planning and organization
- People-oriented
- Exceptional communication skills
- Cash handling and management
- Patient care
- Motivated team player
- Multi-line phone talent
- Detail-oriented
- Appointment scheduling
- Data entry
- Invoice processing
- Research skills
Certification
- Standard CPR / AED and Standard First Aid Certified
Volunteer Work
- Lazarus House Ministries (Lawrence, MA) 2001 - 2015
- Andover Animal Hospital (Andover, MA) 2010 - 2011
- The Psychological Center (Lawrence, MA) 2015 - current
- Debbie's Treasure Chest (Lawrence, MA) 2018
Timeline
Customer Service Representative Lead/Wellness Ambassador
Andover Animal Hospital
05.2022 - Current
Recovery Specialist/Case Manager
The Psychological Center
03.2019 - Current
Customer Service Representative
Hampstead Animal Hospital
01.2019 - 02.2020
Manager
Debbie's Treasure Chest
12.2018 - 04.2022
Front Office Receptionist/Technician
Andover Animal Hospital Inc.
05.2011 - 02.2018
High School Diploma - undefined
Central Catholic High School
- Standard CPR / AED and Standard First Aid Certified
Similar Profiles
Eliza CatalinoEliza Catalino
Vet Technician at Andover Animal HospitalVet Technician at Andover Animal Hospital
Ailie TaborAilie Tabor
Concession Stand Volunteer at Andover/Andover Central High SchoolConcession Stand Volunteer at Andover/Andover Central High School
Kimberly TroxelKimberly Troxel
Assistant Hospital Manager/Inventory Manager/Training Manager at Everhart Animal Hospital PVCC & Interim HM, Pfennig Lane Animal Hospital PVCCAssistant Hospital Manager/Inventory Manager/Training Manager at Everhart Animal Hospital PVCC & Interim HM, Pfennig Lane Animal Hospital PVCC