Shannon A. Green
Galveston,TX
Summary
Detailed Office Administrator and Veterinary Technician known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
14
14
years of professional experience
Work History
Call Center Representative
Netfor
03.2024 - Current
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
Office Administrator
Remax Leading Edge
10.2019 - 05.2023
- Interacted professionally with customers and inside personnel, answering questions and responding to phone and email inquiries.
- Processed financial documents, contracts, expense reports and invoices.
- Replenished office supplies, placing new orders for restocking to maintain inventory.
- Reviewed documents and obtained additional information to complete accurate paperwork and avoid delays.
- Created memos, letters and other documents, fostering internal and external communication.
- Filtered emails based on importance and escalated issues to leadership.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Produced thorough, accurate and timely reports of project activities.
- Handled advertising and email marketing campaigns for listings to bring in qualified buyers.
- Organized and maintained systems to track leads coming from social media, website and other funnels.
- Created and distributed outbound print marketing materials and advertisement copy to promote new properties.
- Organized files, developed spreadsheets, faxed reports and scanned documents, maintaining front desk and reception area in neat and organized fashion.
- Responded to customer issues to provide immediate resolution and improve retention.
- Kept office equipment functional and supplies well-stocked to promote efficient operations.
- Sorted and distributed incoming faxes, letters and emails for office distribution.
Head Technician
The Animal Clinic
01.2017 - 10.2018
- Assisted with diagnosis and treatment of animal health problems by performing lab tests on specimens.
- Supported veterinarians to drive quality care, advocate for pets and educate clients.
- Administered and monitored anesthesia for surgeries and operations.
- Scrubbed, counted and packed surgical instruments and drapes for autoclave sterilization.
- Operated anesthesia, oxygen and monitoring equipment.
- Shaved surgical areas and placed IV catheters in preparation for surgery.
- Obtained relevant health history and information from clients to maintain medical charts.
- Performed physical examinations and recorded weight, temperature and other vitals.
- Cared for animals in post-operative recovery by closely monitoring vital signs and progress.
- Prepared and reviewed records and consent forms.
- Removed waste from kennels, runs and exercise areas and placed in trash receptacles or in-ground septic systems.
- Used high-tech equipment to assist in diagnostic, medical and surgical procedures.
- Assisted with polishing, removing stains and other dental procedures.
- Made client phone calls for the doctor
- Delivered excellent service to pet owners to drive repeat business.
- Leveraged ultrasound and x-ray equipment for imaging and interpreted results.
- Prepared and administered medications and vaccines as prescribed by veterinarian.
- Restrained and stabilized animals during examination and treatment to prevent injuries.
- Prepared and labeled medications and instructed client on administration.
Head Technician
Four Paws
12.2010 - 10.2016
- Prepared and administered medications and vaccines as prescribed by veterinarian.
- Restrained and stabilized animals during examination and treatment to prevent injuries.
- Prepared and labeled medications and instructed client on administration.
- Obtained relevant health history and information from clients to maintain medical charts.
- Performed physical examinations and recorded weight, temperature and other vitals.
- Supported veterinarians to drive quality care, advocate for pets and educate clients.
- Assisted with diagnosis and treatment of animal health problems by performing lab tests on specimens.
- Cared for animals in post-operative recovery by closely monitoring vital signs and progress.
- Shaved surgical areas and placed IV catheters in preparation for surgery.
- Monitored vital signs during surgery and notified veterinarian of changes.
- Addressed healthcare needs of animals by coordinating with veterinarians and following orders.
- Operated anesthesia, oxygen and monitoring equipment.
- Prepared and reviewed records and consent forms.
- Administered and monitored anesthesia for surgeries and operations.
- Scrubbed, counted and packed surgical instruments and drapes for autoclave sterilization.
- Removed waste from kennels, runs and exercise areas and placed in trash receptacles or in-ground septic systems.
- Used high-tech equipment to assist in diagnostic, medical and surgical procedures.
- Examined animals for injury or illness and documented symptoms for veterinarian review.
- Assisted with polishing, removing stains and other dental procedures.
- Tracked and scheduled follow-up appointments for animal treatment.
- Delivered excellent service to pet owners to drive repeat business.
- Leveraged ultrasound and x-ray equipment for imaging and interpreted results.
- Partnered with IDEXX to analyze blood samples and diagnose conditions and diseases.
- Triaged scheduled or emergency patients to route to appropriate surgeon or treatment area.
Education
DCCCS-Richland Campus
Richardson, TX01.2007
Marine Biology
Manatee Community College
Sarasota, FL01.2007
Texas A&M at Galveston
Galveston, TX01.2006
Skills
- Functional Skills
- Experience with multi-line phone system
- Microsoft Word, Excel, and PowerPoint
- Experience with Internet research
- Client service experience
- Leadership skills
- Office Supply Management
- Verbal and Written Communication
- Administration and Reporting
- Staff Training
- Scheduling and Coordinating
- Maintaining Accounting Ledger
- Shift Scheduling
- Good Judgment
- Pre-Anesthetic Preparation
- Lab Animal Restraint
- Cleaning and Sanitizing
- Dental Procedures
- Billing and Invoicing
- Drug Inventory Oversight
- Clear Communication
- Laboratory Testing
- Client Relations
- Anesthesia Administration
- Customer Service
- Customer Support
- Call Center Customer Service
- Inbound phone calls
- Communicating with clients
- Answering questions
- Gathering information
- System Documentation
- Calm and Professional Under Pressure
Timeline
Call Center Representative
Netfor
03.2024 - Current
Office Administrator
Remax Leading Edge
10.2019 - 05.2023
Head Technician
The Animal Clinic
01.2017 - 10.2018
Head Technician
Four Paws
12.2010 - 10.2016
DCCCS-Richland Campus
Marine Biology
Manatee Community College
Texas A&M at Galveston
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