Summary
Overview
Work History
Education
Skills
Timeline
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SHELLEY ROBERTSON

Dallas,TX

Summary

Dedicated customer service professional with extensive experience in the veterinary industry. Solid team player with an outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success, specializing in quality, speed, and process optimization. Articulate, energetic, and results-oriented individual with an exemplary passion for developing relationships, cultivating partnerships, and growing businesses.

Overview

9
9
years of professional experience

Work History

Assistant Manager

Penny Paws Veterinary Community Outreach
01.2023 - Current
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Managed daily operations effectively, ensuring timely completion of tasks and accurate reporting of results.
  • Improved communication within the team through regular meetings, updates, and open channels of communication.
  • Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
  • Streamlined operational processes by implementing new strategies and procedures, resulting in increased efficiency.
  • Fostered culture of continuous improvement through employee training programs.
  • Assisted in recruiting, hiring and training of team members.
  • Reported issues to higher management with great detail.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Improved customer satisfaction by addressing and resolving complaints promptly.

Customer Service Representative

Vickery Place Animal Hospital
09.2020 - 12.2022
  • Triaged incoming patients to determine treatment needs and urgency of care.
  • Maintained office and waiting room, keeping common areas clean and tidy.
  • Processed new patients and updated client records with key information using standardized registration systems and encrypted databases.
  • Fielded phone calls from pet owners, answered questions and took messages for veterinarians and other staff members.
  • Coordinated patient scheduling, check-in, check-out and payments for billing.
  • Managed multi-line phone system and pleasantly greeted patients.
  • Adhered to strict HIPAA guidelines to protect patient privacy.
  • Monitored cash drawer and maintained adequate cash supply.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Customized support strategies for high-priority clients to ensure their specific needs were met.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Maintained up-to-date knowledge of product and service changes.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Promptly responded to inquiries and requests from prospective customers.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.


Customer Service Representative

East Dallas Veterinary Clinic
02.2019 - 08.2020
  • Triaged incoming patients to determine treatment needs and urgency of care.
  • Maintained office and waiting room, keeping common areas clean and tidy.
  • Processed new patients and updated client records with key information using standardized registration systems and encrypted databases.
  • Fielded phone calls from pet owners, answered questions and took messages for veterinarians.
  • Coordinated patient scheduling, check-in, check-out and payments for billing.
  • Managed multi-line phone system and pleasantly greeted patients.
  • Adhered to strict HIPAA guidelines to protect patient privacy.

Customer Service Representative

East Lake Veterinary Hospital
04.2016 - 02.2019
  • Triaged incoming patients to determine treatment needs and urgency of care.
  • Entered data from pet records and office visits into the computer system.
  • Maintained office and waiting room, keeping common areas clean and tidy.
  • Fielded phone calls from pet owners, answered questions and took messages for veterinarians.
  • Managed master calendar and scheduled appointments for providers based on optimal patient loads and clinician availability.
  • Adhered to strict HIPAA guidelines to protect patient privacy.
  • Managed multi-line phone system and pleasantly greeted patients.
  • Provided training to new employees and cross-training of existing employees.
  • Oversaw inventory and restocking of office supplies.
  • Completed numerous other tasks required to affect the smooth flow of daily operations.

Education

BBA - Business Administration & Marketing

University of North Texas
Denton, TX

Skills

  • Proficient in Cornerstone, Ezyvet, and Vetter/Daysmart
  • Professional phone and text communication
  • Excellent Verbal and written communication
  • Strong attention to detail
  • Active listening
  • Client account management
  • Approachable professional attitude
  • Customer and client relations
  • Organization and Time management
  • Collaborative teamwork
  • Efficient task management
  • Money handling
  • Scheduling and coordinating
  • Problem resolution

Timeline

Assistant Manager

Penny Paws Veterinary Community Outreach
01.2023 - Current

Customer Service Representative

Vickery Place Animal Hospital
09.2020 - 12.2022

Customer Service Representative

East Dallas Veterinary Clinic
02.2019 - 08.2020

Customer Service Representative

East Lake Veterinary Hospital
04.2016 - 02.2019

BBA - Business Administration & Marketing

University of North Texas

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SHELLEY ROBERTSON