Hope MacDonald
Fort McMurray
Summary
Results-oriented Client Care Specialist motivated to achieve sales, service, and productivity objectives. Enthusiastic about exceeding customer expectations and persistently overcoming objections. Offering many years of experience in industry.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Client Care Specialist / Reception
Wood Buffalo Small Animal Hospital
Fort McMurray
05.2023 - Current
- Serving as the first point of contact in an extremely busy veterinary practice, providing exceptional customer service both in person and over the phone.
- Managing appointment scheduling, patient intake and client communications to ensure efficient clinic operations.
- Handling medical records with accuracy and confidentiality including - updating files, scanning documents and assisting in insurance claims.
- Process financial transactions, including invoicing, payments and balancing daily cash reports.
- Providing empathy and compassion to pet owners and animals in intense, high stress and emotional situations.
- Maintaining a clean, organized and inviting front desk and lobby.
- Adapt quickly to changing priorities while multitasking proficiently in a high stress busy environment.
- Managing several phone lines while maintaining excellent in person customer service.
Administrator
WeCare Pet Services
Fort McMurray
06.2022 - 01.2025
- Managed day-to-day administrative operations for a busy pet sitting company, coordinating schedules for clients and a large team of pet sitters across the entire city of Fort McMurray.
- Handled customer communications addressing service requests, inquiries, and complaints with professionalism and prompt resolution to maintain a high customer satisfaction.
- Prepared and issued invoices, applying payments and tracked account balances.
Dairy/ Grocery clerk
Superstore
Fort McMurray
05.2022 - 05.2023
- Maintained and restocked dairy and grocery shelves to ensure full product availability and attractive displays in a high-volume retail environment.
- Rotated stock regularly to minimize waste and ensure freshness while complying with health and safety standards.
- Delivered friendly and helpful customer service.
Professional Bather/ Stylist Apprentice
PetSmart Grooming Salon
Red Deer
11.2021 - 04.2022
- Bathe, dry, brush and detangle dogs of various breed and coat type while ensuring comfort and safety.
- Assisting lead groomers with styling.
Business owner - Childcare provider
Home Based Childcare
Red Deer
10.2015 - 11.2021
- Provided safe, nurturing and developmentally appropriate care for children aged 14 months to 12 years of age.
- Designed and implemented daily routines, educational activities and creative play to social, cognitive and emotional development.
- Maintained all safety standards.
- Created schedules and invoices monthly for the children and their parents.
Education
Comprehensive High School -
Lindsay Thurber Comprehensive High School
Red Deer, AB 09.2009 - 01/2013
Skills
- Customer service
- Client relations
- Organization
- Time Management
- Invoicing
- Insurance claims
- Problem solving
- Conflict resolution
- Working under pressure
- Office Administration
- Front Desk operations
- Confidentiality
- Data privacy compliance
- Appointment scheduling
- Medical record management
- Financial transactions
- Customer communication
- Client intake processes
- Staff scheduling
- Effective communication
Certification
- WHIMIS
- Customer service Basics
- Increasing customer satisfaction
- Personal & Team Resilience
- Guide to Workplace Professionalism
Timeline
Client Care Specialist / Reception
Wood Buffalo Small Animal Hospital
05.2023 - Current
Administrator
WeCare Pet Services
06.2022 - 01.2025
Dairy/ Grocery clerk
Superstore
05.2022 - 05.2023
Professional Bather/ Stylist Apprentice
PetSmart Grooming Salon
11.2021 - 04.2022
Business owner - Childcare provider
Home Based Childcare
10.2015 - 11.2021
Comprehensive High School -
Lindsay Thurber Comprehensive High School
09.2009 - 01/2013