Kimberly-Carol Backle
Springfield,PE
Summary
Passionate about promoting lasting customer satisfaction by delivering top-notch service and unparalleled support. Proficient in customer service best practices and related options. Effectively drives revenue with skilled promotional and problem-solving abilities.
Overview
26
26
years of professional experience
Work History
Customer Service Representative
Atlantic Veterinary College
10.2021 - Current
- Answer and direct calls that come in through main VTH phone lines.
- Process clinic admissions both referral, wellness and emergency services.
- Maintain professional interactions with clients and coworkers during emotional and stressful situations.
- Veterinary insurance claim submissions
- Helped maintain medical records and communications logs.
- Scheduled appointments for Wellness clinic and referral services.
- Interact and facilitate communications between clients, referring veterinarians, students and hospital staff.
- Worked independently and with a team during day, evening and weekend shifts.
Dentistry & Clinic Aftercare Liasion
Veterinary Emergency & Referral Centre
06.2013 - 10.2021
- Conducted follow up phone calls to discharged patients for patient post surgery updates and feedback about overall hospital experience.
- Collected data about patient care problems to assist in proper bookings of procedures.
- Answered calls and interacted with referring veterinarian to provide information on bookings, services, and costs.
- Liaised with other departments to address current issues and find appropriate solutions.
- Assisted referring primary, and clients with navigating appointments and procedures.
- Created and oversaw training courses focused on new liaison position throughout clinic.
- Supported the dentistry department by compiling invoicing, referral summaries, and discharge sheets.
- Managed clinic aftercare for deceased pets.
- Created and reviewed estimates with clients for procedures.
- Organized patient discharges post surgical procedure with owners and discussed at home instructions including medication.
Referral Services Appointment Coordinator
Veterinary Emergency & Referral Centre
06.1998 - 10.2021
- Coordinated appointments for multiple departments, ensuring optimal use of resources and time management.
- Streamlined appointment cancellations and rescheduling, minimizing disruptions to daily operations.
- Collaborated with team members to improve overall productivity and communication within office.
- Enhanced customer satisfaction by promptly addressing concerns and providing clear information on appointment details.
- Reduced no-show rates with consistent follow-up calls and email reminders to clients.
- Managed high call volume while maintaining professionalism and accuracy in appointment bookings.
- Maintained up-to-date records of client information, ensuring accurate scheduling and contact details.
- Assisted with training new staff members on proper appointment coordination procedures and best practices.
- Monitored appointment availability closely, identifying opportunities for increased capacity or schedule adjustments as needed.
- Developed strong relationships with service providers, ensuring seamless collaboration when coordinating appointments or resolving conflicts.
- Demonstrated flexibility by adjusting schedules quickly in response to last-minute changes or requests from both clients and service providers.
- Scheduled appointments for customers in person or over telephone.
- Assessed customer needs and responded to customer emails and calls.
- Improved appointment scheduling efficiency by streamlining booking process and implementing user-friendly system.
Customer Service Representative
Bloorcourt Veterinary Clinic
01.2011 - 01.2013
- Consulted with customers to determine best methods to resolve service and billing issues.
- Greet venders and clients and announce their arrival.
- Ensuring reception area and exam rooms are clean and tidy.
- Client invoicing.
- Schedule appointments for appropriate veterinarian.
- Maintaining and excellent customer service under stressful situations.
- Maintaining up to date and organized files.
- Balance cash floats and bank deposits.
Education
Some College (No Degree) - Environmental Technology
Centennial College
TorontoHigh School Diploma -
Jarvis Collegiate Institute
Toronto, ON06.1994
Skills
- Computer skills
- Flexible & Adaptable
- Customer Service
- Excellent work ethic
- Calm and Professional Under Pressure
Timeline
Customer Service Representative
Atlantic Veterinary College
10.2021 - Current
Dentistry & Clinic Aftercare Liasion
Veterinary Emergency & Referral Centre
06.2013 - 10.2021
Customer Service Representative
Bloorcourt Veterinary Clinic
01.2011 - 01.2013
Referral Services Appointment Coordinator
Veterinary Emergency & Referral Centre
06.1998 - 10.2021
Some College (No Degree) - Environmental Technology
Centennial College
High School Diploma -
Jarvis Collegiate Institute
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