Diamond Kiwelu

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.

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.

Bachelor of Science in Animal Science – State University of New York at Cobleskill (2016-01)