JANICE COOPER
Oakland
Summary
Specialty and Emergency Veterinary Receptionist with extensive experience supporting high-acuity hospital operations across emergency, dermatology, ophthalmology, oncology, and cardiology services. Skilled at triaging urgent cases, coordinating complex appointments, explaining advanced medical procedures and costs, and providing compassionate support to pet owners during critical situations. Proven ability to streamline workflows, ensure regulatory compliance, train staff, and maintain accuracy in fast-paced environments.
Experienced with client support, fostering positive relationships and resolving issues efficiently. Utilizes effective communication and problem-solving to ensure client satisfaction. Track record of adaptability and teamwork, driving successful outcomes in fast-paced setting.
Overview
9
9
years of professional experience
Work History
Client Service Representative / Administrative Assistant
Fieldwork San Francisco
San Francisco, CA
- Supported daily operations at a market research facility by coordinating client sessions, logistics, administrative functions.
- Greeted clients and research participants, provided tours, and addressed concerns
- Managed audio-visual recording logistics for research sessions
- Handled receipts and distribution of participant incentives
- Coordinated catering services and travel arrangements
- Successfully hosted multiple concurrent meetings while maintaining confidentiality
- Organized off-site research events independently
- Procured materials required for focus groups and studies
- Performed clerical tasks including filing, scheduling, telecommunications, and data entry
- Screened and recruited qualified study participants
- Trained new employees on systems, procedures, and policies
Customer Service Representative
VCA Bay Area Veterinary Specialists & Emergency Hospital
- Current
- Serve as a specialty and emergency veterinary receptionist and liaison between pet owners and multidisciplinary medical teams, including emergency, dermatology, ophthalmology, oncology, and cardiology departments.
- Coordinate complex specialty and emergency appointments across multiple services
- Triage urgent cases based on symptoms and route patients appropriately
- Clearly explain hospital processes, treatment plans, procedures, and billing
- Process prescription refills and maintain detailed, accurate patient records
- Ensure compliance with department-specific protocols and referral requirements
- Maintain safety and infection-control standards in lobby and treatment areas
- Communicate post-visit care instructions and medication guidance
- Resolve complex client concerns with professionalism and empathy
- Train and mentor newly hired customer service associates
- Collaborate with veterinarians, technicians, and departments to support efficient patient care
- Provide compassionate guidance regarding euthanasia and aftercare services
Cashier / Administrative Assistant
Sweet Belly
Oakland, CA
01.2017 - 05.2017
- Delivered high-quality customer service while supporting administrative and operational needs of a food service business.
- Assisted in developing procedures to improve ordering efficiency and online delivery operations
- Accommodated dietary restrictions and customized orders accurately
- Maintained positive communication with customers and staff
- Answered phones, responded to emails, and processed in-person and online orders
- Supported inventory tracking, ordering, invoicing, and bookkeeping
- Collaborated on menu updates and new product offerings
- Monitored customer feedback to improve satisfaction and sales
- Managed social media content highlighting products and brand values
Education
Associate of Arts - Biology, Business Administration
City College of San Francisco
02.2026
Skills
- Microsoft Excel, Word, and QuickBooks (Proficient)
- Customer and Employee Support
- Client Screening and Documentation Collection
- Calendar Management and Appointment Scheduling
- Document Organization and Filing Systems
- Needs Assessment and Process Improvement
- Interpersonal Communication and Critical Thinking
- Self-Motivated and Detail-Oriented
Timeline
Cashier / Administrative Assistant
Sweet Belly
01.2017 - 05.2017
Client Service Representative / Administrative Assistant
Fieldwork San Francisco
Customer Service Representative
VCA Bay Area Veterinary Specialists & Emergency Hospital
- Current
Associate of Arts - Biology, Business Administration
City College of San Francisco