Shelley Overbo
Elko New Market
Summary
Professional customer service leader with significant experience in managing and improving customer relations. Skilled in conflict resolution, team collaboration. Focused on achieving results and adapting to changing needs. Strong communication, problem-solving, and leadership abilities. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships.
Overview
18
18
years of professional experience
Work History
Lead CSR
Burnsville Parkway Animal Hospital/Misson Veterinary Partners
09.2007 - Current
- Oversee daily operations of customer service team, ensuring high-quality client interactions.
- Train and mentor new staff on procedures and animal care protocols.
- Develop and implement process improvements to enhance patient scheduling efficiency.
- Manage client communications, providing timely updates on pet health and treatments.
- Enhance customer satisfaction by addressing inquiries and resolve issues promptly.
- Establish rapport with customers through active listening skills, empathetic responses, and genuine interest in their needs.
- Maintain detailed records of customer interactions, documenting concerns and resolutions accurately.
- Collaborate with veterinary staff to address client concerns and improve service delivery.
Practice Manager
Mission Veternary Partners
11.2022 - 04.2024
- Managed staff members, payroll, scheduling, performance reviews.
- Tracked P&L and led budget initiatives
- Oversaw client/employee conflict resolution
- Facilitated staff meetings
- Ordered all office supplies and kept check on inventory levels.
- Developed close working relationships with front office and back office staff
- Oversaw the hiring process for new employees
Education
High School Diploma -
Velva Public School
Velva, NDSkills
- Customer service
- Problem-solving
- Time management
- Multitasking and organization
- Active listening
- Money handling
- Customer relations
- Business development
- Multi-line phone talent
- Appointment scheduling
- Computer proficiency
Timeline
Practice Manager
Mission Veternary Partners
11.2022 - 04.2024
Lead CSR
Burnsville Parkway Animal Hospital/Misson Veterinary Partners
09.2007 - Current
High School Diploma -
Velva Public School