Diamond Kiwelu
Customer-focused communications and administrative professional
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About
Customer-focused communications and administrative professional with 4+ years of experience supporting busy veterinary healthcare environments. Experienced managing 50–80 inbound calls daily, appointment scheduling, triaging patient concerns, de-escalating difficult client situations, documentation, data entry, and customer service. Proficient with Microsoft Word, Excel, Outlook, IDEXX, and ImproMed.
After taking time away during the COVID-19 pandemic to care for my children, I am excited to return to the workforce in a remote communications, customer service, scheduling, or administrative role.
Experience
Client Service Representative / Veterinary Assistant at BANFIELD PET HOSPITAL (2018-01 – 2021-12)
- Managed 50–80 inbound calls daily.
- Scheduled appointments and triaged patient concerns.
- De-escalated difficult client situations with empathy.
- Maintained electronic medical records using IDEXX.
- Prepared medications, discharge paperwork, and client instructions.
- Worked closely with veterinarians and technicians to coordinate patient care.
Client Service Representative / Veterinary Assistant at VALLEY COTTAGE ANIMAL HOSPITAL (2017-01 – 2018-12)
- Answered multi-line phones and scheduled appointments.
- Prepared travel certificates and medical notes.
- Checked clients in/out and maintained records using ImproMed.
- Assisted with restraint, vaccines, medications, lab prep, and X-rays.
Guest Services / Tour Guide at BRONX ZOO (2016-01 – 2016-12)
- Provided exceptional guest service and educational presentations.
Education
Bachelor of Science in Animal Science – State University of New York at Cobleskill (2016-01)
