Celine Lawrence
Santa Rosa
Summary
Results oriented individual with diverse background in management and customer service. Dedicated to providing excellent customer service and making operational and procedural improvements.
Overview
15
15
years of professional experience
Work History
Veterinary Assistant / Shift Lead
Banfield Animal Hospital
06.2021 - Current
- Positioned animals for diagnostic imaging such as x-rays and scans.
- Assisted in the administration of medications, vaccinations, and treatments as prescribed by the veterinarian.
- Enhanced patient care by assisting veterinarians with examinations, surgeries, and diagnostic procedures.
- Cleaned and disinfected exam areas, surgical equipment, and kennels to prevent diseases and control odors.
- Provided compassionate care for animals during treatment and recovery from illnesses or injuries.
- Built relationships with customers to encourage repeat business.
Operations
Central Milling
06.2018 - 06.2021
- Implemented policies and standard operating procedures for continuous improvement.
- Developed and implemented daily operations plans such as delivery routes, contacting customers for orders and employee assignments.
- Cultivated strong business relationships with clients to increase overall experience, satisfaction and retention rates.
- Provided excellent customer care to maintain and improve customer relations, strengthen loyalty and increase product and service sales.
- Maintained a shared inbox with three other co-workers to effectively handle orders.
- Processed orders by entering, double checking and issuing to the warehouse to build.
- Pallet checked all orders to ensure that no mistakes were made.
- Connected customers when orders were not received to ensure that the customers are not in need.
- Listen to voicemails and handle appropriately.
- Maintain a master drive in which all routes for truck deliveries were kept.
- Developed a better practice for logistics with a third party trucking company.
- Answered phones and maintained a calm professional demeanor.
- Handled customers complaints, concerns or questions with the utmost care.
Merchandise Manager
Barnes & Noble
10.2014 - 06.2018
- Successfully managed the activities of 10 team members.
- Developed rapport with the customer base by handling difficult issues with professionalism.
- Successfully met membership application goals.
- Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department.
- Generated and distributed daily reports and order acknowledgements to Management and Associates.
- Resolved customer questions, issues and complaints.
- Collected, monitored and evaluated customer requirements to achieve desired delivery time and order fill rates for schools and individuals.
- Effectively communicated with team members to maintain clearly defined expectations of sales goals and customer service.
- Provided a high lever of product and leadership support to representatives and clients.
- Addressed negative customer feedback immediately.
- Interviewed, hired and trained new quality customer service representatives.
- Updated database with customer and sales information.
- Received and processed cash and credit payments for in-store purchases.
- Opened and closed the store, including counting cash registers and creating staff assignments.
- Verified that all merchandising standards were maintained on a daily basis.
Server
Fountain Grove Lodge LGBT Retirement Community
02.2015 - 10.2015
- Assisted guests with making menu choices in an informative and helpful fashion.
- Maintained knowledge of current menu items, garnishes, ingredients and preparation methods.
- Delivered exceptional service by greeting and serving guests in a timely, friendly manner.
- Promptly served all food courses and alcoholic beverages to guests.
- Answered questions about menu selections and made recommendations when requested.
- Effectively communicated with kitchen staff regarding guests allergies, dietary needs and other special requests.
- Regularly checked on guests to ensure satisfaction with each food course and beverages.
- Managed closing duties, including restocking items and reconciliation of in-house points system (same as cash).
- Inquire about guest satisfaction, anticipated additional needs and happily fulfilled requests.
- Prepared the buffet and breakfast service.
- Maintained a professional tone of voice and words at all times, including during peak rush hours.
- Complete opening and closing checklists according to set standards.
- Transported all dirty tableware from dining room to dish washing area for proper cleaning.
Ice Cream Maker
SubZero Liquid Nitrogen Ice Cream
05.2014 - 01.2015
- Up-sold additional menu items, beverages and desserts to increase restaurant profits.
- Took necessary steps to meet customer needs and effectively resolve food or service issues.
- Recorded customer orders and repeated them back in a clear, understandable manner.
- Promptly reported complaints to a member of the management team.
- Correctly received orders, processed payments and responded appropriately to customer concerns.
- Communicated clearly and positively with co-workers and management.
- Accurately measured ingredients required for specific food items.
- Prepared and served beverages such as coffee, tea and fountain drinks.
- Quickly and effectively processed payments and made accurate change.
- Mastered Point of Sale (POS) computer system for automated order taking.
- Carefully maintained sanitation, health and safety standards in all work areas.
- Closely followed standard procedures for safe food preparation, assembly and presentation to ensure customer satisfaction.
- Frequently washed and sanitized hands, food areas, and food preparation tools.
- Took initiative to find extra tasks when scheduled duties were completed.
- Assisted management with monthly inventory control and weekly stock ordering.
Second Assistant Manager
Transworld Entertainment - FYE
08.2010 - 04.2014
- Successfully managed the activities of 3 team members in our location.
- Reduced amount of employee overtime by effectively delegating tasks.
- Developed, implemented and monitored programs to maximize customer satisfaction.
- Improved service quality and increased sales by developing a strong knowledge of company's product and servies.
- Provided monthly departmental reports and updates to our District Manager.
- Addressed negative customer feedback immediately.
- Provided a high lever of product and leadership support to representatives and clients.
- Developed rapport with the customer base by handling difficult issue with professionalism.
Patient Services Coordinator
Santa Rosa Imaging - RADNET
05.2011 - 07.2012
- Drafted paperwork for patients and executed follow-up for appointments.
- Managed receptionist area, including greeting visitors and responding to telephone and in-person requests for information.
- Maintained the front desk and reception area in a neat and organized fashion.
- Prepared paperwork from dictation and handwritten notes.
- Made copies, sent faxes and handled all incoming and outgoing correspondence.
- Organized files, developed spreadsheets, faxed reports, and scanned documents.
- Managed daily office operations.
Education
Associate of Arts - Social And Behavioral Sciences
Santa Rosa Junior College
Santa Rosa, CA11 2019
High School Diploma -
Piner High School
4 2009
Skills
- Self-starter
- Meticulous attention to detail
- Focused on customer satisfaction
- Skilled multi-tasker
- Microsoft Office proficiency
- Team management
- Strong organizational skills
- Deadline-oriented
- Professional and mature
- Strong problem solver
- Staff motivation
- Large cash/check deposits expert
Timeline
Veterinary Assistant / Shift Lead
Banfield Animal Hospital
06.2021 - Current
Operations
Central Milling
06.2018 - 06.2021
Server
Fountain Grove Lodge LGBT Retirement Community
02.2015 - 10.2015
Merchandise Manager
Barnes & Noble
10.2014 - 06.2018
Ice Cream Maker
SubZero Liquid Nitrogen Ice Cream
05.2014 - 01.2015
Patient Services Coordinator
Santa Rosa Imaging - RADNET
05.2011 - 07.2012
Second Assistant Manager
Transworld Entertainment - FYE
08.2010 - 04.2014
High School Diploma -
Piner High School
Associate of Arts - Social And Behavioral Sciences
Santa Rosa Junior College
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