Carley Hepburn
Nepean
Summary
Professional with strong background in client services, prepared to excel in leadership role. Expertise in managing client relationships and improving service delivery, ensuring high client satisfaction. Excellent eye for detail and accurately assesses needs. Strives to provide best possible care and support.
Overview
24
24
years of professional experience
Work History
Client Service Team Lead
Capital City Specialty & Emergency Animal Hospital
02.2023 - Current
- Assists Client Service Manager with training and guidance to the reception team, ensuring clear communication to all team members and delegation of tasks
- Assists with performance management, motivation and a collaborative environment within the CSR team
- Deals with conflict from clients as well as team members and takes concerns to management
- Responds to client needs by phone, email and in person
- Schedules and tracks appointments for hospital services and confirms arrangements for accessibility of other products and services
- Screens calls/messages and forwards to appropriate personnel as required; relays information to clients
- Advises clients regarding procedures/surgeries
- Maintains proper documentation of patient medical files and prepares documents for upcoming appointments and surgeries
- Confirms appointments by phone and email
- Prepares invoices and estimates to be discussed and provided to clients
- Advises clients on proper pet nutrition and diets for their pet
- Prepares medications to be dispensed to clients
- Assists in maintaining clean/sterile appointment rooms and an attractive/welcoming reception area
- Provides efficient, professional and caring service to clients and patients
- Communicates with other animal hospitals and veterinary services
- Handles cash, debit/credit card transactions and maintains sales and payment records accurately
- Maintains confidentiality of information regarding clients and company
- Provides administrative support to hospital employees by copying, faxing, and filing documents
- Contact person for Gateway Pet Memorial and ensures all orders are correct; informs clients when items have been returned
Receptionist, Veterinary Assistant
Kanata Highlands Veterinary Hospital-Kanata, ON
10.2019 - 02.2023
- Responded to client needs by phone, email and in person
- Scheduled and tracked appointments for hospital services and confirmed arrangements for accessibility of other products and services
- Screened calls/messages and forwarded to appropriate personnel as required; relayed information to clients
- Advised clients regarding procedures/surgeries
- Maintained proper documentation of patient medical files and prepared documents for upcoming appointments and surgeries
- Confirmed appointments by phone and email
- Prepared invoices and estimates to be discussed and provided to clients
- Advised clients on proper pet nutrition and diets for their pet
- Prepared medications to be dispensed to clients
- Assisted in maintaining clean/sterile appointment rooms and an attractive/welcoming reception area
- Provided efficient, professional and caring service to clients and patients
- Communicated with other animal hospitals and veterinary services
- Handled cash, debit/credit card transactions and maintains sales and payment records accurately
- Maintained confidentiality of information regarding clients and company
- Provided administrative support to hospital employees by copying, faxing, and filing documents
- Assisted Technicians and Veterinarians with restraint for procedures and collecting laboratory samples
Receptionist
Mississippi Mills Animal Hospital-Almonte, ON
11.2018 - 10.2019
Client Care Representative/ Team Medicine Assistant
Alta Vista Animal Hospital
01.2012 - 10.2018
- Specialty Referral Services, General Practice, Emergency and Communication Room
- Performed Reception duties as outlined under Kanata Highlands Veterinary Hospital
- Assisted Veterinarians during appointments by recording exam notes in medical records, patient restraint, generating requisition forms for labwork/treatments, preparing estimates, invoices and prescriptions
- Created exam templates for upcoming appointments and entered important patient medical history
- Began appointments for veterinarian by taking general history information and briefly discussing reason for exam and symptoms
- Performed follow-up phone calls, monitored voicemail for veterinarians, responded to client inquiries
- Kept track of pending and completed labwork and other test results
- Prepared emergency files to be sent to General Practice clinics
- Worked in the Communication Room (call centre) answering phone calls and emails, transferring clients to the proper department or staff member; gave updates to clients on pets admitted to the hospital
- Worked in all departments of the hospital, dealing with a variety of situations, clientele and staff
Senior Receptionist, Veterinary Assistant
Carp Road Animal Hospital
12.2006 - 01.2011
- Performed reception duties as outlined under Kanata Highlands Veterinary Hospital
- Restrained animals for blood draws, inserting catheters, nails trims, anal gland expression and other various procedures performed by technicians and veterinarians
- Assisted in setting up and preparing animals for surgery, as well as recovering them from surgery
- Discharged patients post-surgery
- Assisted with laundry and maintaining clean/sterile kennel/boarding rooms and lab
- Prepared IDEXX forms for lab sample submissions
- Prepared fecal and urine samples to be read by technicians
Undergraduate Administrative Assistant (Temporary)
Sprott School of Business - Carleton University
06.2006 - 08.2006
- Inputted data regarding students and other educational institutions into the computer system
- Inputted overrides into computer software in order to allow students to register for courses
- Performed general office administration tasks
- Made adjustments to course outlines
- Prepared course evaluations to be assessed by professors
- Organized applications of Teaching Assistants
- Responded by phone and email to student voicemail inquiries regarding registration, programs, courses, etc.
- Maintained proper filing of documents and other paperwork
Senior Receptionist
Kanata Animal Hospital
01.2002 - 01.2006
Education
B.A. - Classical Studies
University of Ottawa
Veterinary Assistant
Algonquin College
Skills
- Strong client service skills
- Documentation and record-keeping expertise
- Effective organizational skills
- Adept at handling multiple responsibilities at once
- Proactive professional demeanor
- Effective in client interactions via phone, email, and in-person
- Demonstrated leadership integrity
- Proficient in teamwork and self-management
- Experienced in office management
- Adaptable learner
- Commitment to continuous improvement and development
Languages
English
Native or Bilingual
French
Limited Working
Timeline
Client Service Team Lead
Capital City Specialty & Emergency Animal Hospital
02.2023 - Current
Receptionist, Veterinary Assistant
Kanata Highlands Veterinary Hospital-Kanata, ON
10.2019 - 02.2023
Receptionist
Mississippi Mills Animal Hospital-Almonte, ON
11.2018 - 10.2019
Client Care Representative/ Team Medicine Assistant
Alta Vista Animal Hospital
01.2012 - 10.2018
Senior Receptionist, Veterinary Assistant
Carp Road Animal Hospital
12.2006 - 01.2011
Undergraduate Administrative Assistant (Temporary)
Sprott School of Business - Carleton University
06.2006 - 08.2006
Senior Receptionist
Kanata Animal Hospital
01.2002 - 01.2006
Veterinary Assistant
Algonquin College
B.A. - Classical Studies
University of Ottawa
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