Summary
Overview
Work History
Education
Skills
Timeline
Generic

Susan McCarthy

Montgomery,AL

Summary

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

Overview

8
8
years of professional experience

Work History

Customer Service Representative

VCA Carriage Hills
06.2021 - Current
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Responded to customer requests for products, services, and company information.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Investigated and resolved accounting, service and delivery concerns.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Promptly responded to inquiries and requests from prospective customers.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Responded proactively and positively to rapid change.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Delivered prompt service to prioritize customer needs.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Updated account information to maintain customer records.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Answered constant flow of customer calls with minimal wait times.
  • Paid attention to detail while completing assignments.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Organized and detail-oriented with a strong work ethic.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.

Receptionist

Bell Road Animal Medical Center
11.2015 - 03.2020
  • Assisted with onboarding new clients and securing paperwork completion.
  • Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.
  • Contributed to team success by cross-training in various administrative roles, providing backup support when necessary.
  • Assisted in the planning of office events and meetings, ensuring smooth execution and positive outcomes.
  • Managed multiple tasks and met time-sensitive deadlines.
  • Collected and distributed messages to team members and managers to support open communication and high customer service.
  • Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
  • Provided clerical support to company employees by copying, faxing, and filing documents.
  • Corresponded with clients through email, telephone, or postal mail.
  • Scheduled office meetings and client appointments for staff teams.
  • Responded to inquiries from callers seeking information.
  • Helped office staff prepare reports and presentations for internal or client-related use.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
  • Restocked supplies and submitted purchase orders to maintain stock levels.
  • Handled assignments independently with good judgement and critical thinking skills.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Increased customer retention rates through exceptional communication skills and problem-solving abilities.
  • Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
  • Collected [Type] payments, processed transactions and updated relevant records.
  • Handled sensitive information with discretion while maintaining strict confidentiality standards.
  • Resolved customer problems and complaints.
  • Collaborated with management to improve internal processes and procedures for better workflow optimization.
  • Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
  • Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Handled cash transactions and maintained sales and payments records accurately.
  • Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
  • Operated multi-line telephone system to answer and direct high volume of calls.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Balanced employee availability, customer schedules, and maximum load levels when scheduling appointments.

Education

High School Diploma -

Milton High School
Milton, PA
06.1994

Skills

  • Scheduling
  • Sales Transactions
  • Staff Training
  • Microsoft Excel
  • Account Updates
  • Reading Comprehension
  • Appointment Scheduling
  • Billing Adjustments and Refunds
  • Process Optimization
  • Microsoft Office Suite
  • Customer Retention Strategies
  • Computer Proficiency
  • Active Listening
  • Filing
  • Customer Service
  • Report creation
  • Order Processing
  • Customer Account Management
  • POS Systems and Ordering Platforms
  • Conflict Resolution
  • Professional telephone demeanor
  • Customer Education
  • Complaint Handling
  • Sales and Upselling
  • Computer Skills
  • Key holder experience
  • Policies and Procedures Adherence
  • Business Development
  • Product and service knowledge
  • Critical Thinking
  • Data Management
  • Payment Processing
  • Multi-Line Phone Systems
  • Sales Quota Achievement
  • Strategic sales knowledge
  • Assertiveness
  • Service Upselling

Timeline

Customer Service Representative

VCA Carriage Hills
06.2021 - Current

Receptionist

Bell Road Animal Medical Center
11.2015 - 03.2020

High School Diploma -

Milton High School

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Susan McCarthy