Shelby Moran
Summary
Knowledgeable and dedicated client service professional with experience in Veterinary Medicine. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Passionate and effective training and mentoring abilities. Motivated to maintain client and staff satisfaction and contribute to hospital success. Specialize in quality and process optimization. Articulate and energetic with exemplary passion for developing relationships, cultivating partnerships and growing business. Strong desire to excel in leadership and management positions and opportunities. Highly organized Client Service Representative possesses strong communication, problem-solving, and multitasking skills. Skilled in building strong relationships with clients and providing quality service.
Overview
11
11
years of professional experience
Work History
Client Service Representative, Retail Coordinator
Animal Care Hospital - WVP
07.2023 - Current
- Help large volume of clients every day with positive attitude and focus on customer satisfaction.
- Answer constant flow of calls with minimal wait time
- Respond to client emails to answer questions about appointments and services
- Utilize active listening skills to identify client and staff needs and provide appropriate solutions
- Exhibit high energy and professionalism when dealing with clients and staff
- Utilize Cornerstone software to maintain accurate record-keeping and client/patient information updates
- Perform various administrative tasks by filing, copying and faxing documents
- Print prescription requests in compliance with hospital protocol
- Maintain professional demeanor by staying calm when addressing unhappy clients
- Follow up with customers about resolved issues to maintain high standards of customer service
- Develop highly empathetic client relationships and exceed service standard goals
- Analyze client service trends to discover areas of opportunity and provide feedback to management
- Respond proactively and positively to rapid change
- Maintain compliance with guidelines relating to OSHA and AHAA
- Maintain clean and safe lobby areas by emptying trash cans, sanitizing surfaces and cleaning up pet accidents
- Manage inventory; pull merchandise from inventory storage and document pricing and quantities to maintain accuracy
- Replenish retail merchandise and organize shelves, racks, and bins for optimal appearance and functionality
- Evaluate data on stock levels, customer sales and other factors, assess trends and report on findings to help make effective operational decisions
- Answer questions about products, help locate merchandise, and promote key items
Client Service Representative
Abel Keppy Animal Hospital - NVA
01.2023 - 05.2023
- Helped clients and team with positive attitude and focus on the overall wellbeing of all patients
- Processed payments including cash, card and electronic payments
- Responded to client calls and emails to answer questions and provide assistance in various ways
- Utilized active listening skills to identify client, doctor, technician and reception needs and provide appropriate solutions
- Maintained and managed client and patient files using Avimark
- Communicated with clients regarding account services, statements, and balances
- Confirmed appointments and communicated accordingly with clients
- Kept reception area clean and neat to provide a safe and inviting environment for clients and their pets
- Resolved client problems and complaints
- Maintained compliance with guidelines relating to OSHA
Client Service Representative
VCA Edgewood Animal Hospital
01.2020 - 12.2022
- Helped large volume of clients every day with positive attitude and focus on client and patient satisfaction
- Scheduled various appointments and procedures using WoofWare software
- Responded to customer calls and emails to answer questions about services, medical records and availability
- Handled cash, card and electronic payments
- Maintained office and waiting room, keeping common areas clean and tidy
- Trained and supervised new CSRs on operations, policies and services
- Supported hospital staff with administrative tasks
- Notified manager of incidents and potential incidents relating to patients and staff for swift action
- Inventory oversight including retail stock and Hills Food delivery and distribution and coupons
- Maintained compliance with guidelines relating to OSHA and AHAA
- Literature oversight; ordered, updated and prepared all hospital/medical brochures and educational resources, including Puppy & Kitten folder planning and preparation
- Conceptualized VCA Edgewood's paw-print program and trained teammates to effectively create memorable ink and clay print keepsakes for clients
Client Service Representative
VCA Edgewood Animal Hospital
12.2012 - 07.2013
- Set up client appointments
- Managed client records using Cornerstone software
- Assisted customers with a warm and professional attitude
- Answered calls from clients and other veterinary clinics
- Responsible for cashier duties including handling cash, card and check payments
- Coordinated with hospital staff to resolve problems and boost client satisfaction
Education
GED -
Army National Guard
Little Rock, ARSkills
- Client Relations
- Scheduling
- File Management
- Computer operations
- Customer service
- POS system
- Cash Handling/Payment Processing
- Multi-Line Phone Systems
- Calm Under Pressure
- Microsoft Word
- Electronic Medical Record Software
- Product Education
- Prioritization
- Team Development
- Training and Mentoring
- Decision-Making
- Problem-Solving Abilities
- Active Listening
- Conflict Resolution
- Process Implementation
- Inventory and Restocking
- Merchandise Orders and Exchanges
Accomplishments
- Graduated early in top 10% of class in Little Rock, AR as an active duty Army National Guard soldier. MOS 92Y - Unit Supply Specialist
- Managed several households and families as a stay-at-home-mom, Nanny and family planner for 7 years
- Excelled professionally working for multiple AHAA accredited veterinary hospitals
- Designed and executed the paw-print program at VCA Edgewood Animal Hospital
- Volunteered for and acquired Retail Inventory Coordinator position at Animal Care Hospital
Timeline
Client Service Representative, Retail Coordinator
Animal Care Hospital - WVP
07.2023 - Current
Client Service Representative
Abel Keppy Animal Hospital - NVA
01.2023 - 05.2023
Client Service Representative
VCA Edgewood Animal Hospital
01.2020 - 12.2022
Client Service Representative
VCA Edgewood Animal Hospital
12.2012 - 07.2013
GED -
Army National Guard
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