Cassandra Lozano
San Jose
Summary
Animal Care Professional with 10+ years of experience in team supervision, customer service, and operations management across veterinary and retail environments. Proven ability to train and develop staff, manage scheduling and workflow, resolve customer concerns, and support revenue goals. Strong background in fast-paced, client-focused settings with a commitment to delivering exceptional service and compassionate animal care.
Overview
14
14
years of professional experience
Work History
Lead Client Service Representative
The Whole Pet Vet Hospital & Wellness Center
Los Gatos, CA
08.2015 - Current
- Supervise front-end operations, ensuring efficient workflow, appointment scheduling, and exceptional customer service experience.
- Train and onboard new team members in customer service standards, software systems, and conflict resolution techniques.
- Handle escalated client concerns, resolving issues professionally to maintain satisfaction and retention.
- Support daily operations including scheduling, inventory tracking, and service audits.
- Process transactions, billing, and financial records with accuracy and accountability.
- Collaborate with medical and support teams to ensure smooth communication and service delivery.
- Maintain organized records and ensure compliance with company policies and procedures.
Assistant Client Service Manager
24 Hour Fitness
San Jose, CA
07.2012 - 08.2015
- Supervised front desk and childcare staff, ensuring excellent customer service and team performance.
- Assisted with scheduling, payroll, and labor budget management.
- Trained new hires in customer service, sales processes, and company policies.
- Resolved customer concerns and conflicts to maintain a positive member experience.
- Supported sales initiatives and reviewed performance metrics with management.
- Created staff schedules to ensure coverage while meeting budget goals.
- Develop and execute local club marketing activities to generate new sales, and review weekly numbers with the General Manager.
Veterinary Assistant
Vetco Total Care
San Jose, CA
06.2023 - Current
- Support a fast-paced team environment while maintaining high standards of customer care.
- Train and mentor team members on procedures, workflow, and safety protocols
- Train assistants/RVTS in suturing, dental extractions, catheter placements, intubations and anesthesia monitoring.
- Assist with anesthesia induction, intubation, monitoring, and recovery for surgical and diagnostic procedures.
- Safely restrain and handle canine and feline patients for exams, diagnostics, and treatments.
- Support surgical procedures by maintaining sterile technique and assisting veterinarians intra-operatively.
- Communicate clearly with clients regarding services, package care plans, and post operative follow-up instructions.
Lead Veterinary Assistant
Oakridge Vet Clinic
San Jose, CA
08.2020 - 05.2023
- Supervised and trained assistants and externs, ensuring adherence to veterinary standards.
- Coordinated team workflow in a high-volume emergency environment to maintain efficiency and quality care.
- Assisted in inventory usage control, supply management, ordering and backstock supply.
- Supported client communication and client service experience during appointments and procedures.
- Safely restrained and handled a wide variety of species including canines, felines, avians, reptiles, lagomorphs, rodents, and other exotic animals for examinations and procedures.
- Evaluated, triaged, and stabilized urgent or emergency patients in a fast-paced clinical setting.
Education
Bachelor of Science - Zoology
San Francisco State University
San Francisco, CA12-2025
Associate of Arts - Communication Studies
West Valley College
Saratoga, CA05-2021
Skills
- Team Leadership & Staff Development
- Customer Service & Client Experience
- Conflict Resolution & De-escalation
- Scheduling & Labor Management
- Sales Support & Revenue Goals
- Inventory Control & Merchandising Support
Timeline
Veterinary Assistant
Vetco Total Care
06.2023 - Current
Lead Veterinary Assistant
Oakridge Vet Clinic
08.2020 - 05.2023
Lead Client Service Representative
The Whole Pet Vet Hospital & Wellness Center
08.2015 - Current
Assistant Client Service Manager
24 Hour Fitness
07.2012 - 08.2015
Bachelor of Science - Zoology
San Francisco State University
Associate of Arts - Communication Studies
West Valley College