Alicia Avendano
Middle Sackville,NS
Summary
Diligent Liaison professional with 4 years of experience in the Animal Health industry. Honest and ethical with exceptional conflict resolution talents. Dedicated to handling all types of inquiries efficiently and effectively.
Overview
11
11
years of professional experience
Work History
Animal Shelter Liaison
NS SPCA
10.2022 - Current
- Successfully communicated with entities inside and outside of the organization.
- Solved conflicts and addressed issues that occurred between other entities and shelters across the province.
- Collected and analyzed data and feedback to identify opportunities to improve relationship between the organization and the community.
- Collaborated with other departments, identifying and addressing areas needing improvement.
- Monitored and reported on progress of liaison initiatives, providing feedback to directors and the CEO.
- Trained new members of the team on liaison activities and protocols, mentoring and coaching to improve skills.
- Educated staff on organizational mission and goals to help employees achieve success.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Developed effective improvement plans in alignment with goals and specifications.
- Developed and updated tracking spreadsheets for process monitoring and reporting.
- Devised and implemented processes and procedures to streamline operations.
Animal Care/ Veterinary Assistant
SPCA Dartmouth
03.2020 - Current
- Ability to medicate and prepare prescription for animals in our care
- Able to look out for any signs of distress, able to triage
- Performing intakes on animals arriving at the shelter ie: taking blood, vaccinating and taking note of their physical condition
- Able to take thorough histories on new and current patients at the hospital
- Thorough understanding of adoption protocols
- Understanding the severity of possible outbreaks and adhering to safety protocols
- Able to professionally deal with clients even under stressful situations
- Able to read and extract important information from medical records
- Confident in restraint and understand animal body language
- Assigned to training new VAs coming into hospital
- In charge of inventory, ordering and assuring clients orders are completed
- Set up and shut down of all services in hospital ie: surgical suite, dental suite and wellness area
- Able to assist in running urinalysis, create slides and maintain the laboratory/ diagnostic area
- Completes invoicing and billings of clients at the hospital
- Understanding of surrender process as well as necessary paperwork
- Fear Free Certified
- Able to empathize with clients during quality or life decisions or euthanasia
- Stocking all rooms
- Assists with our TNR mobile program.
Sales Lead
Journey’s
06.2019 - 06.2020
- Worked towards store and personal goals
- Kept store looking clean, presentable and welcoming
- Assisted clients make decisions by listening to their needs and requests
- Processed cash and debit transactions as well as balancing tills
- Aided in training new staff, teaching store policies and procedures
- Able to work well under pressure
- Ability to work efficiently in larger groups as well as alone.
Customer Care Representative
Admiral Insurance
11.2018 - 03.2019
- Collected customer feedback and process changes to exceed customer satisfaction
- Negotiated product versus price to retain loyal customers
- Provided accurate and appropriate information to customer inquiries
- Mastered customer service call script within specific timeframes
- Maintained up-to-date records at all time
- Worked with upper management to ensure appropriate changes are made to improve customer satisfaction
- Built customer loyalty by placing follow-up calls for customers who report product issues
- Input and changed computer data efficiently while maintaining great customer service.
Team Lead
Rockport
07.2014 - 08.2018
- Interviewed, hired as well as trained new staff, did weekly schedules while keeping within store budget
- Ensured store procedures and policies were followed
- Coaching, leading and delegating skills
- Participated in biweekly country wide conference calls
- Aimed at meeting store goals, and coached team to achieve targets
- Strong prioritization and problem solving skills
- Responded quickly and resourcefully to customers’ requests or concerns
- Applied suggested selling techniques to increase sales
- Created and kept long-term relationship with regular customers
- Handled difficult situations and unhappy customers efficiently and politely
- Accurately balanced cash register transactions as well as cash deposits
- Performed opening and closing tasks such as rendering the store clean and completing necessary paperwork
- Efficiently carried out merchandising, displaying, price markdown, stock, and inventory duties
- Assisted in customers’ choices by presenting information about the products
- Ability to receive store deliveries.
Server
Kempter’s Cookhouse and Eatery
01.2013 - 12.2013
- Excellent in performing tasks under pressure
- Ability to assist in meal choices as well as taking down orders efficiently
- Ensured that all customer were satisfied and if not found a solution to obtain satisfaction
- Served food and beverages in a polite and timely manner
- Assisted in keeping area clean and stocking condiments, salt etc
- Highly skilled in problem solving in a calm and efficient manner
- In-depth knowledge of the menu and how said meals were prepared in order to facilitate meal choice
- Was responsible for own till, counting and depositing cash.
Education
Veterinary Assistant Diploma -
Maritime Business College
01.2020
High School Diploma -
Ecole Secondaire du Sommet
01.2015
Skills
- Assessment Capabilities
- Representative Experience
- Mediation Skills
- Active Listening
- Adaptability
- Decision Making
- Customer Service
- Teamwork Abilities
- Relationship Building
Languages
English
Native or Bilingual
French
Native or Bilingual
Timeline
Animal Shelter Liaison
NS SPCA
10.2022 - Current
Animal Care/ Veterinary Assistant
SPCA Dartmouth
03.2020 - Current
Sales Lead
Journey’s
06.2019 - 06.2020
Customer Care Representative
Admiral Insurance
11.2018 - 03.2019
Team Lead
Rockport
07.2014 - 08.2018
Server
Kempter’s Cookhouse and Eatery
01.2013 - 12.2013
Veterinary Assistant Diploma -
Maritime Business College
High School Diploma -
Ecole Secondaire du Sommet
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