Summary
Overview
Work History
Education
Skills
Timeline
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CIELA JOHNSON

Tarzana,CA

Summary

Professional Client Service Specialist with robust experience in client relations and problem-solving. Strong focus on team collaboration and achieving results, adapting fluidly to changing needs. Expertise in communication, conflict resolution, and building lasting client relationships. Known for reliability, approachability, and results-driven mindset.

Overview

18
18
years of professional experience

Work History

Client Service Representative

VCA McClave Animal Hospital
03.2019 - Current
  • Motivated self-starter who consistently goes beyond the requirements of the job to meet organizational objectives
  • Solid reputation for a strong work ethic and building trusting relationships with the public, clients, and coworkers
  • Delivered exceptional customer service to every client by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Proficient computer skills in Microsoft Office and Outlook
  • Management of client’s accounts, including invoicing, presenting treatment plans and correcting billing errors
  • Managed high-volume of incoming calls, providing prompt and accurate information to clients.
  • Consistently met or exceeded performance metrics while juggling multiple tasks effectively under tight deadlines.
  • Respond to client complaints and resolved issues while providing high-quality customer service.
  • Participated in ongoing training sessions to stay current on industry trends and best practices.
  • Cross-trained and provided backup support for organizational leadership.

Client Care Representative

ACCESS Specialty Animal Hospital
12.2016 - 03.2019
  • Scope of responsibility is diverse and includes customer relations, accounting, scheduling and confirming appointments.
  • Highly organized, disciplined, and dedicated professional efficient in maintaining composure in a fast-paced emergent environment.
  • Built strong relationships with clients through consistent follow-up and genuine empathy during difficult situations.
  • Liaison between clients and doctors
  • Provide excellent customer service by promptly responding to inquiries and resolving complaints.
  • Handled collapse with complex customer service issues when needed.
  • Maintained accurate records of customer interactions, transactions, comments and complaints.
  • Processed payments accurately, including cash handling, credit card processing and check deposits.
  • Ensured compliance with company policies and industry regulations during all interactions with clients.
  • Demonstrated unwavering commitment to protecting client privacy and maintaining the confidentiality of sensitive information.

Customer Service Representative

VCA McClave Animal Hospital
12.2006 - 12.2016
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Recognized as an integral part of achieving the department''s highest levels of client satisfaction scores quarter after quarter.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
  • Managed high call volume while maintaining a positive attitude and professional demeanor at all times.
  • Adapted quickly to changing circumstances or updated processes while remaining focused on providing excellent service.
  • Increased overall pharmacy productivity by restocking supplies, organizing shelves, and maintaining cleanliness according to standards.
  • Proactively identified potential issues or discrepancies in medication orders, collaborating closely with pharmacists to resolve them quickly.

Education

High School Diploma -

Reseda High School
Reseda
06-2002

Skills

  • Proactive customer interaction
  • Customer engagement expertise
  • Database and Transaction management
  • Call triage
  • Collaborative teamwork
  • Proactive self-starter
  • Strong organizational abilities with attention to details
  • Creative problem-solving techniques
  • Strong relationship-building abilities

Timeline

Client Service Representative

VCA McClave Animal Hospital
03.2019 - Current

Client Care Representative

ACCESS Specialty Animal Hospital
12.2016 - 03.2019

Customer Service Representative

VCA McClave Animal Hospital
12.2006 - 12.2016

High School Diploma -

Reseda High School

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CIELA JOHNSON