Sarah Lahr
Medora,IL
Summary
Detail-oriented Veterinary Practice Manager passionate about facilitating excellent patient care. Adept at designing and implementing policies and procedures while supporting multiple veterinarians. Experienced in fast-paced environments and adaptable to last-minute changes with the desire to take on new challenges. Strong work ethic and effective communication skills supporting strong team building. Skilled in problem-solving, conflict resolution,and optimizing performance. Capable of managing multiple projects and collaborating effectively with teams. Committed to continuous learning and staying current with industry trends to contribute to organizational success.
Overview
20
20
years of professional experience
Work History
Veterinary Practice Manager
Formea Animal Hospital
Alton, IL
06.2022 - Current
- Managed financial aspects of the practice including budgeting, forecasting, and accounts receivable and payable.
- Collaborated with other veterinary practices in order to share best practices or discuss industry developments.
- Attended conferences or seminars related to veterinary medicine in order to stay up-to-date on current trends in the field.
- Recruited new personnel to fill vacant positions within the practice.
- Ensured compliance with all relevant regulations and standards for the veterinary practice.
- Developed and implemented policies, procedures, and protocols to ensure optimal operations.
- Monitored staff performance, providing coaching and feedback as needed.
- Performed administrative tasks such as payroll processing, billing activities, record keeping, customer service inquiries.
- Resolved customer complaints in a timely manner while striving to maintain positive relationships with clients.
- Analyzed sales data to identify trends and opportunities for growth.
- Implemented strategies for improving overall efficiency within the practice.
- Assessed need for additional staff, equipment and services based on historical data and seasonal trends.
- Built work schedules and staff assignments, taking workload, space and equipment availability into consideration.
- Provided training to new employees on proper office procedures and customer service techniques.
- Resolved escalated customer service issues in a timely manner while maintaining a high level of professionalism.
- Facilitated implementation of new technology systems into existing workflows in order to improve operational efficiency.
- Participated in strategic planning initiatives aimed at developing long-term goals for the practice's growth and success.
- Managed vendor relationships for supplies and services related to the practice.
Lead Customer Service Representative
Formea Animal Hospital
Alton, IL
06.2021 - 06.2022
- Tracked customer issues and worked closely with relevant teams to resolve them quickly.
- Identified opportunities to enhance customer satisfaction levels through process improvements.
- Coordinated with other departments to ensure a smooth workflow across all channels of communication.
- Coordinated with other veterinary staff members to ensure smooth workflow during busy times.
- Handled emergency situations calmly while ensuring safety of both animal and human personnel present.
- Adhered strictly to safety standards set forth by the clinic at all times.
- Processed payments from clients promptly while adhering to company policies related to billing procedures.
- Monitored team performance and provided feedback for improvement.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Provided assistance with the implementation of new customer service technologies.
- Assisted in resolving escalated customer complaints.
- Generated weekly, monthly, quarterly reports summarizing key performance indicators for management review.
- Trained new employees on company customer service policies and service level standards.
- Worked with senior leadership to address and resolve disciplinary issues and boost overall team success.
Customer Service Representative
Formea Animal Hospital
Alton, IL
10.2020 - 06.2021
- Provided exceptional customer service to ensure customer satisfaction.
- Developed strong relationships with customers by providing personalized assistance and support.
- Maintained a high level of professionalism when dealing with difficult customers.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Provided accurate information about products and services to customers.
- Developed positive relationships with customers through friendly interactions.
- Conducted regular audits of patient records to ensure accuracy of data entered into system.
- Greeted clients and their pets upon arrival at the clinic.
- Answered incoming calls, scheduled appointments, and provided information to clients regarding services offered.
- Filed medical records in an organized manner for easy access when needed.
- Answered multiple line phone system for busy animal care facility and responded to questions regarding pricing and services.
- Dispensed prescription medications upon request from veterinarians.
Sales & Marketing Coordinator
Best Western Premier Alton-St. Louis Area Hotel
Alton, IL
06.2016 - 10.2020
- Contributed to relevant conferences and events both off-line and online to increase brand awareness
- Analyzed ratings and programming features of competitors to evaluate the effectiveness of marketing strategies
- Planned and negotiated media buys, including print and digital
- Designed and created marketing collateral for sales meetings, trade shows and company executives
- Implemented and evolved high-impact strategies to target new business opportunities and new markets
- Managed the in-house advertising program consisting of print and media collateral pieces.
Customer Service Representative
Bret Dixon Insurance
Bethalto, IL
01.2016 - 06.2016
- Processed applications, payments, corrections, endorsements and cancellations
- Interviewed prospective clients to learn about their financial needs and to discuss any existing coverage
- Compiled coverage and rating information in an accessible format
- Prepared necessary paperwork to process insurance sales and renewals
- Submitted up-to-date activity and production logs to agency management for review
- Pursued continuing education and training programs to continue professional development
- Followed up with potential clients regarding online information requests
- Presented and clearly explained insurance policy options to clients based on their needs and goals
- Developed highly empathetic client relationships and earned reputation for exceeding sales goals.
Office Manager/Dispatcher
Lucky D Trucking, Inc
Medora, IL
05.2004 - 11.2015
- Oversaw hiring/training of new drivers
- Analyzed and maintained compliance for state and government regulations
- Tracked fuel/mileage and completed IFTA
- Proficient in 941 & 943 online filing
- Data entry using Quickbooks - driver compensation, billing, creating invoices, paying expenses, paying taxes, financial profit/loss
- Booked daily loads for drivers
- Negotiated load rates
- Communicated with drivers/brokers/shippers/receivers 24/7
- Completed new carrier packet contracts
- Tracked loading/unloading for consistent on-time delivery
- Maintained good business relationship with all customers to ensure satisfaction.
Secretary
RTJ Farms
Medora, IL
03.2004 - 11.2015
- Tracked and entered data about farms, leased property, yield data
- Proficient in Farmworks software
- Mapping of farms using satellite data
- Landlord/tenant contract preparation
- Payroll/timesheets
- Computed, recorded, and proofread data, records, and reports.
Secretary
LRF Rentals
Medora, IL
02.2004 - 11.2015
- Proficient in using Quickbooks to track tenant payments, loans, pay expenses, track profit/loss
- Completed all aspects of new tenant move-ins
- Interviewed possible prospective tenants
- Conducted background checks
- Compiled data for new leases and renewals
- Handled problem-solving for tenant complaints/issues
- Worked with tenants to set up payment plans for past due rent
- Maintained good communication with all tenants to prevent possible issues
- Managed legal issues
- Familiar with legal documents needed for court proceedings
- Proficient at representing company pro-se in court.
Education
High School Diploma -
Southwestern High School
IL01.1997
Skills
- Teamwork and Collaboration
- Strategic Planning
- Communication
- Business Priorities
- Initiatives
- Decision-making
- Work Ethic
- Time Management
- Online Marketing
- Campaign Development
- Social Media Marketing
- Production
- Brand Development
- Market Forecasting
- Projections
- Digital Marketing
- Account Management
- Creative Digital Design
- Performance Evaluations
- Schedule Coordination
- Human Resources Management
- Professional Networking
Activities
Applied for and received grants to fund the purchase of DSLR cameras for underprivileged students in the district., Girl Scout Leader from 2007 to 2011., Opera, Constant Contact, Publisher, Photoshop, Wizard.
Business Owner
- SJL Images & Designs- Photography and graphic design business specializing in family, senior, and child photography. Provides professional marketing images to build brand awareness, generate leads, or drive website traffic from small businesses to large corporations.
Timeline
Veterinary Practice Manager
Formea Animal Hospital
06.2022 - Current
Lead Customer Service Representative
Formea Animal Hospital
06.2021 - 06.2022
Customer Service Representative
Formea Animal Hospital
10.2020 - 06.2021
Sales & Marketing Coordinator
Best Western Premier Alton-St. Louis Area Hotel
06.2016 - 10.2020
Customer Service Representative
Bret Dixon Insurance
01.2016 - 06.2016
Office Manager/Dispatcher
Lucky D Trucking, Inc
05.2004 - 11.2015
Secretary
RTJ Farms
03.2004 - 11.2015
Secretary
LRF Rentals
02.2004 - 11.2015
High School Diploma -
Southwestern High School
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