Chelsea McLeod
North Vancouver
Summary
Upbeat and enthusiastic associate with extensive experience at VCA Lynn Valley Animal Hospital, excelling in client care and team management. Recognized for empathetic communication and effective problem-solving, I adeptly help manage high-volume operations while ensuring exceptional service delivery and team motivation. Proficient in accounts receivable management and staff scheduling.
Overview
24
24
years of professional experience
Work History
Team Leader, Client Care Services
VCA Lynn Valley Animal Hospital
North Vancouver
03.2022 - Current
- Team scheduling - a team of 14 staff members (full-time and part-time) and six veterinarians. Also, recruiting and scheduling various locum technicians, assistants and veterinarians
- Manage high-volume appointment days with two to three veterinarians on duty, scheduling various appointments such as wellness exams, injuries, sicknesses and surgeries
- Triage emergency calls, directing clients appropriately
- Resolve client complaints with empathy and solutions, taking the time to listen and understand all concerns
- Managed vacation requests, medical leaves, and gradual returns to ensure adequate staffing
- Review, approve and submit timecards for payroll, monitor shift times/breaks
- Manage cash float and deposits
- Managed accounts receivable through effective communication with clients via emails and letters, ensuring timely follow-up
Customer Service Representative / Clinic Manager
Lynn Valley Veterinary Clinic
09.2013 - 02.2022
- Triaged emergency calls, directing clients appropriately
- Resolved client complaints with empathy and solutions
- Responded to client requests for products, services, and field information
- Managed cash and check deposits to ensure accurate financial transactions
- Organized quarterly documentation for bookkeeper to streamline financial reporting
- Tracked and balanced daily payments to maintain financial accuracy
- Conducted hiring process for front desk and assistant roles
- Scheduled and ran monthly staff meetings
Customer Service Representative
Capilano Pet Hospital
09.2002 - 09.2013
- Coordinated high-volume appointment days for two to three veterinarians, ensuring efficient workflow and client satisfaction
- Addressed and resolved customer complaints with empathy, enhancing client loyalty and trust
- Built strong relationships with clients and their pets through attentive service
- Responded to client requests for products, services, and field information
- Triaged emergency calls, directing clients appropriately
- Tracked and balanced daily payments
- Trained new front desk staff
Education
Accounting Assistant Diploma - Accounting
Capilano University
North Vancouver, BC06.2016
Veterinarian Assistant Certificate -
West Coast College of Health Care
Surrey, BC06.2002
Skills
- Teamwork and collaboration
- Team motivation
- Conflict resolution
- Problem-solving
- Attention to detail
- Adaptability
- Self-reliant
- Empathetic listener
Timeline
Team Leader, Client Care Services
VCA Lynn Valley Animal Hospital
03.2022 - Current
Customer Service Representative / Clinic Manager
Lynn Valley Veterinary Clinic
09.2013 - 02.2022
Customer Service Representative
Capilano Pet Hospital
09.2002 - 09.2013
Accounting Assistant Diploma - Accounting
Capilano University
Veterinarian Assistant Certificate -
West Coast College of Health Care