Vet Receptionnist - Abington park Veterinary group
(2022-10)
- Customer Service: Experience in greeting clients, answering phones, and providing excellent service.
- Appointment Scheduling: Proficiency in scheduling appointments, managing calendars, and coordinating patient flow.
- Medical Record Management: Experience with electronic health records (Merlin) systems, data entry, and maintaining accurate patient files.
- Communication: Strong written and verbal communication skills for interacting with clients, veterinarians, and other staff.
- Animal Handling: Experience with handling animals, including knowledge of basic animal care and safety procedures.
- Software Proficiency: Familiarity with veterinary practice management software (Merlin) and common office software (Microsoft Office Suite).
- Payment Processing: Experience with handling payments, billing, and insurance claims.
- Inventory Management: Ability to manage inventory of supplies (Flea and Worm, Food ect..)
- Emergency Handling: Ability to recognize and respond to emergency situations.
- Pet Health club: Communicating with customer, cancellation charges, Sing up.
Service Delivery Manager - Manheim
(2021-08 - 2022-10)
- Investment in streamlining internal processes to ensure changes land and settle effectively within the organisation.
- Managed support issues that have been escalated to the team.
- Technical involvement to help investigate/analyse issues.
- Improve efficiency.
- Facilitated two-way flow of support information between the product and operational teams.
- Relationships built with Product Service Delivery managers in other teams
- Provide guiding input to areas of improvement and trends in data.
- 121, Coaching, Objectives settings.
- Sickness Day-to-day shift
Customer Care Team Leader - Feelunique
(2020-12 - 2021-08)
Experience on managing a high performing customer service and focussed Team.
- Customer satisfaction report
- Coaching (developing and maintaining growth/development skills/abilities)
- Net promoter Score
- Conduct Appraisal
- Team Objectives setting
- Workshop
- Monitor day-to-day feedback, Shift, Senior Team.
- Resource and Shift planning/ peak demand are met.
- Strong relationship with other departments (Marketing, Commercial, Buying, logistic, CRM etc...)
- Lead by example
- Decision making/ actively listening.
- Previous experience in working with Jira or DevOps.
Customer Care Supervisor - Feelunique
(2020-01 - 2020-12)
- Manage escalation from the team.
- Conduct 121
- Conduct Appraisal
- Recruitment
- Communicate with other department
Senior Customer Care Advisor - Feelunique
(2018-05 - 2019-01)
- Manage escalation from team
- Good skills communication and understanding
- PayPal dispute , chargeback
- GDPR process
- Trained new Senior Customer Care Advisor
- Good skills team management (KPI's)
- Security check
- Conversocial (Facebook, twitter)
- Reviews management
- Assisting other department
Customer Care Advisor - Feelunique
(2016-07 - 2018-05)
- Managed customer enquiries, orders, complaints, billing questions and payments.
- Good skills communication and understanding
- Strong organisation
- Managed workload within deadline
- Translation
- Reviews
- Key Performance Indicator always reached
- Trained new staff members
- Good phone manner
Breakfast Supervisor - Holidays Inn Hotel
(2015-09 - 2016-06)
- Listening to customers
- Taking responsibilities
- Time management
- Trained new staff members
- Orders and payment
- Delivered accurate and prompt service
