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Client Services Representative/Licensed Veterinary Technician Resume Example

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CLIENT SERVICES REPRESENTATIVE/LICENSED VETERINARY TECHNICIAN
Professional Summary

Dual Veterinary Technician and Veterinary Receptionist with exceptional leadership skills and deep commitment to animal and public health. Diverse attributes encompass clinical and clerical abilities.

Work History
Client Services Representative/Licensed Veterinary Technician, 09/2011 to 06/2019Electric City Animal Clinic - Anderson, SC
  • Developed and led Upstate South Carolina's only pet loss support group
  • Developed client relationships through careful listening and effective question response, resulting in a high number of repeat business.
  • Handled hospital inventory and tracking.
  • Provided exemplary customer service to owners by answering animal health questions and educating about positive animal care practices.
  • Delivered superior client services, fostering strong rapport, retention and satisfaction.
  • Cultivated long-lasting client relationships based on trust and solid understanding of business needs.
  • Introduced clients to available online resources and services to increase convenience.
  • Maintained accurate record-keeping with proactive attention to client information updates.
  • Maintained office and waiting room so common areas were clean and tidy at all times.
  • Scheduled annual checkup appointments, consultations and surgery visits for various animals, including dogs, cats and exotic pets.
  • Greeted pet parents with warm smile and pleasantly asked for sign-ins upon arrival.
  • Entered data from pet records and office visits into computer system using Cornerstone.
  • Cleaned and disinfected exam areas, equipment and kennels to prevent spread of disease, control odors and maintain healthy environment.
  • Fielded phone calls from pet owners, answered questions and took messages for veterinarians.
  • Facilitated organized record retrieval and access by maintaining filing system for both in-house and discharged residents.
  • Coordinated patient scheduling, check-in, check-out and payments for billing.
  • Contacted hospitals to confirm patients medical histories and prevent inaccurate diagnoses and treatments.
  • Received, recorded and addressed incoming and outgoing communication via telephone and email.
  • Located, checked in and pulled medical records for patient appointments and incomplete charts.
  • Carried out front office duties utilizing data entry skills in framework of medical database.
  • Organized paperwork such as charts and reports for office and patient needs.
  • Coordinated front office duties, including customer service, patient scheduling and billing.
  • Answered phone calls and messages for 4-physician Veterinary medical facility, scheduling appointments and handling patient inquiries.
  • Documented patient medical information, case histories and insurance details to facilitate smooth appointments and payment processing.
  • Managed master calendar and scheduled appointments for 4 providers + technicians based on optimal patient loads and clinician availability.
  • Successfully scheduled patient appointments and placed reminder calls to ensure exceptional customer experience.
  • Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments.
  • Organized patient files and streamlined operations to improve efficiency
  • Prepared surgical instrument packs and drapes for use in sterile environments by processing in autoclave under high pressure and high temperature conditions.
  • Interacted with clients regarding animal health, questions and concerns, education on treatment protocol and general procedures.
  • Developed and facilitated a community pet loss support group to provide information for pet owners while building hospital's reputation.
  • Evaluated incoming patients to determine treatment needs and urgency of care.
  • Processed new patients and updated client records with key information such as pre-existing conditions and vaccine history using Cornerstone.
  • Analyzed bloodwork and sample results using IDEXX to diagnose diseases and conditions.
  • Administered anesthesia for operations and surgeries.
  • Maintained highest level of facility certification with American Animal Hospital Association.
  • Carefully clipped nails and trimmed hair around pads and paws, using gentle approach for anxious pets.
  • Implanted subcutaneous identification microchips into animals.
  • Assisted veterinarian with wound treatment, administration of vaccines and operations.
  • Designed and created client education materials and marketing materials for hospital services.
  • Processed financial transactions for clients.
  • Cleaned, restocked and organized examination rooms.
  • Interviewed clients to determine reason for visit and documented concerns.
  • Fed, walked and bathed animals.
  • Performed pet intake to gain necessary information concerning health, behaviors, potential allergies and other details to provide complete records and methods of owner contact.
  • Picked up and placed animal waste produced in public areas in proper receptacles.
  • Educated caregivers and guardians on animal care, nutrition, medical conditions and disease management.
  • Administered oral or topical medications to boarding patients as specified by veterinarian in animal's medical record.
  • Positioned animals for diagnostic imaging such as x-rays.
  • Cared for sick or injured animals by seeking out veterinary care and notifying owners.
  • Administer medications, vaccines, and treatments as instructed by veterinarian.
  • Prepared estimates for care, and presented invoices and collected payment from clients.
  • Maintained accurate pharmacy records and controlled drug, anesthesia, fecal, and heartworm test logs.
  • Placed endotracheal tube to deliver oxygen and anesthetic gas to patients requiring inhalant anesthesia during surgical procedures.
  • Supervised and guided new employees on Cornerstone and CareCredit and responded quickly to questions, which improved understanding of job responsibilities.
  • Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities.
  • Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.
  • Interacted with customers professionally by phone, email or in-person to provide information and directed to desired staff members.
  • Delivered expert clerical support by efficiently handling wide range of routine and special requirements.
  • Established and updated work schedules to account for changing staff levels and expected workloads.
  • Developed highly-efficient administrative team through ongoing coaching and professional development opportunities.
  • Maintained and created social media accounts such as Twitter, Instagram, Facebook and Yelp
Veterinary Technician Student, 08/2010 to 03/2013Tri-County Technical College - Pendleton, SC
  • Bathed and dipped dogs afflicted with skin allergies and demodex mange or external parasitic infestations and applied specific medications for itch relief.
  • Prepared surgical instrument packs and drapes for use in sterile environments by processing in autoclave under high pressure and high temperature conditions.
  • Administered oral, topical and injectable medications to animals in treatment on regular, scheduled basis and documented any changes in condition.
  • Cleaned and disinfected exam areas, equipment and kennels to prevent spread of disease, control odors and maintain healthy environment.
  • Assisted veterinarian in performing basic exams and tests such as physical, neurological and opthalmic for all species of patients.
  • Monitored health and behavior of animals by [Action], [Action] and [Action].
  • Collected specimens from patients for laboratory analysis for parasites, blood analysis and culture.
  • Conducted preliminary patient workups including gathering patient history information, description of symptoms from owner, and documenting presenting condition.
  • Assisted veterinary surgeon in [Type], [Type] and [Type] surgeries and procedures across variety of domestic and exotic species of animals.
  • Evaluated incoming patients to determine treatment needs and urgency of care.
  • Processed new patients and updated client records with key information such as [Type] and [Type] using [Software].
  • Collected and prepared tissues, cellular or microbiological samples by skin scraping, impressions and other non-surgical methods.
  • Analyzed bloodwork and sample results using IDEXX to diagnose diseases and conditions.
  • Administered anesthesia for operations and surgeries.
  • Carefully clipped nails and trimmed hair around pads and paws, using gentle approach for anxious pets.
  • Implanted subcutaneous identification microchips into animals.
  • Delivered continuous focus and attention to lodged animals, promoting high level of care and oversight.
  • Administered prescribed injectable controlled substances, tranquilizers, sedatives, and injectable or inhalant anesthetics.
  • Assisted veterinarian with wound treatment, administration of vaccines and operations.
  • Utilized ultrasound and x-ray to perform imaging and interpret results.
  • Remained alert to environmental conditions such as [Type], [Type] and [Type] to protect safety of dogs.
  • Designed and created client education materials and marketing materials for hospital services.
  • Assisted veterinarian during medical and surgical procedures.
  • Cleaned, restocked and organized examination rooms.
  • Managed medical intervention and therapy for animals in collaboration with veterinarian.
  • Collected and prepared specimens and samples for outside laboratory analysis.
  • Performed dental cleanings using ultrasonic scaler.
  • Fed, walked and bathed animals.
  • Assisted veterinarian during immunologic, medical, surgical and diagnostic procedures.
  • Performed ophthalmological procedures such as tear production testing, topical anesthetic application, fluorescein staining of cornea and tonometry.
  • Picked up and placed animal waste produced in public areas in proper receptacles.
  • Swabbed ears to remove wax and dirt, removing extra hair to allow air to circulate freely and avoid infection.
  • Collected animal waste produced on walks and discarded in trash or approved receptacles.
  • Induced anesthesia by inhalation or intravenous, intramuscular, or subcutaneous injection.
  • Positioned animals for diagnostic imaging such as x-rays.
  • Assisted veterinarian during surgical procedures by creating and maintaining unobstructive surgical fields and passing instruments.
  • Administer medications, vaccines, and treatments as instructed by veterinarian.
  • Maintained daily progress records, surgery logs, x-ray logs, Drug Enforcement Administration logs and routine records.
  • Maintained accurate pharmacy records and controlled drug, anesthesia, fecal, and heartworm test logs.
  • Maintained and updated daily log of time spent with dogs for calculating payments, itemizing activities and services provided.
  • Followed effective process for bathing and grooming dogs to remove dirt, loose hair, parasites and hair mats.
  • Placed endotracheal tub to deliver oxygen and anesthetic gas to patients requiring inhalant anesthesia during surgical procedures.
Assistant Store Manager, 10/2005 to 01/2007Carolina Pet Center - Greenville, SC
  • Helped with planning schedules and delegating assignments to meet coverage and service demands.
  • Promoted professional growth and facilitated talent development of each associate to drive performance excellence.
  • Assisted team members with delivering friendly, knowledgeable service by applying proactive monitoring and corrective action strategies.
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
  • Rotated merchandise and displays to feature new products and promotions.
  • Reconciled daily sales transactions to balance and log day-to-day revenue .
  • Assisted store owner in meeting standards for customer service and quality.
  • Maintained exceptionally clean, customer-friendly and well-run reptile department.
  • Maintained positive customer relationships by responding quickly to customer service inquiries.
  • Advanced to keyholder and assistant manager-in-charge in manager's absence.
  • Trained and managed associates in customer service and sales techniques.
  • Answered questions about store policies and concerns to support positive customer experiences.
  • Supervised associates by providing direction and instruction for stocking shelves, rotating stock and receiving deliveries.
  • Processed payments for credit and debit cards and returned proper change for cash transactions.
  • Handled customer service by dealing with complaints, organizing stock and answering customer questions.
  • Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
  • Served as floating manager-on-duty, MOD, to cover shift shortage.
  • Conducted store inventories once per quarter.
  • Maintained high levels of organization in store by directing customers and replenishing merchandise.
Veterinary Assistant, 07/2004 to 08/2005Roper Mountain Animal Hospital - Greenville, SC
  • Provided exemplary customer service to owners by answering animal health questions and educating about positive animal care practices.
  • Evaluated incoming patients to determine treatment needs and urgency of care.
  • Collected specimens from patients for laboratory analysis for parasites, blood analysis and culture.
  • Assisted Veterinarian in performing basic exams and tests such as physical and neurological for all species of patients.
  • Prepared surgical instrument packs and drapes for use in sterile environments by processing in autoclave under high pressure and high temperature conditions.
  • Cleaned and disinfected exam areas, equipment and kennels to prevent spread of disease, control odors and maintain healthy environment.
  • Monitored up to 5 animals in post-operative care unit for anesthesia recovery, vital signs and activity levels.
  • Administered oral and topical medications to animals in treatment on regular, scheduled basis and documented any changes in condition.
  • Monitored health and behavior of animals by looking for urine and fecal output, completing weight checks and observing appetite during feeding.
  • Followed all pet care instructions, including dietary needs and medication regimens.
  • Filled prescriptions and coordinated refills for clients.
  • Cleaned kennels, examination and operating rooms and animal loading and unloading facilities.
  • Ensured public safety and upholding state and regional laws by working with local health departments, police and other law enforcement agencies.
  • Cleaned kennels, animal holding areas, examination and operating rooms, and animal loading/unloading facilities.
  • Cleaned and maintained laboratory area.
  • Groomed dogs and cats by utilizing tools including blades, brushes, combs, shedding aids, de-matting tools, sheers, nail clippers.
  • Performed routine diagnostic tests on 20+ animals each week.
  • Sterilized instruments and equipment for necessary procedures.
  • Inoculated animals against various diseases such as rabies and distemper.
  • Assisted veterinarian with wound treatment, administration of vaccines and operations.
  • Educated animal owners regarding feeding, general care, medical conditions and treatment options.
  • Administered routine, post-operative and daily treatments to animals under direction and supervision of veterinarian.
  • Performed routine laboratory and diagnostic tests.
Education
Associate of Science, Veterinary Technology, 03/2013
Tri-County Technical College - Pendleton, SC
Skills
  • Speaking
  • Judgment and Decision Making
  • Client Service
  • Feline cat bag restraint
  • Tail restraint
  • Centrifugation and fecal flotation
  • Oral and topical medication administration
  • Nail trimming
  • Thoracic and abdominal radiograph
  • Intravenous injection
  • Veterinary office administration
  • Urine sample collection and urinalysis
  • Infection control
  • Animal nutrition knowledge
  • Diagnostic sampling
  • Preventative care specialist
  • Clinical pathology
  • Taking and interpreting x-rays
  • Idexx machine
  • Drug calculations
  • Aseptic surgical techniques
  • Animal grooming tools
  • Maintain records of prescriptions
  • Collecting diagnostic samples
  • Motivated
  • Administering IV medication
  • Compassionate
  • Observing and recording behavior
  • Administering anesthesia
  • Licensed by the South Carolina Board of Veterinary Medicine since 2014
  • Personable
  • Performing euthanasia
  • Fecal, urine and blood testing
  • Developing agency policies and procedures
  • Communication skills
  • Pharmaceutical ordering
  • Administrative expertise
  • Venipuncture
  • Responsible
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Resume Overview

Companies Worked For:

  • Electric City Animal Clinic
  • Tri-County Technical College
  • Carolina Pet Center
  • Roper Mountain Animal Hospital

School Attended

  • Tri-County Technical College

Job Titles Held:

  • Client Services Representative/Licensed Veterinary Technician
  • Veterinary Technician Student
  • Assistant Store Manager
  • Veterinary Assistant

Degrees

  • Associate of Science , Veterinary Technology 03/2013

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