Lana Cochrane
Edmonton,Canada
Summary
Experienced Registered Veterinary Technologist and Office Manager dedicated to enhancing animal health and fostering client relationships. Builds trust with clients and teams while ensuring a well-run environment. Utilizes strong clinical skills to facilitate informed decision-making and support effective communication.
Overview
28
28
years of professional experience
Work History
Registered Veterinary Technologist / Office Manager
Windermere Veterinary Hospital & Chappelle Veterinary Clinic
Edmonton, AB
06.2014 - Current
- Responded calmly and confidently in emergency situations, ensuring patient safety and effective care
- Guided clients in nutrition and preventative care decisions through supportive communication, enhancing client trust and satisfaction
- Established strong relationships with clients by addressing concerns with empathy and professionalism, fostering loyalty and retention
- Established workflows and procedures during clinic startup, supporting a structured and efficient environment
- Trained and supported staff, contributing to a positive and consistent team environment
- Supported clinic growth through involvement in setup, systems, and daily operations
- Represented clinic in meetings with industry partners and vendors, building strong professional relationships
Teletriage RVT
Animal Health Link
Remote, AB
05.2022 - 09.2024
- Provided telephone-based client guidance and triage for small, large, and exotic animals, ensuring adherence to established protocols.
- Produced clear, accurate medical reports and communicated treatment recommendations to clients.
- Assessed customer needs to deliver timely responses and tailored solutions.
- Resolved customer issues promptly, fostering satisfaction through knowledgeable and friendly service.
- Utilized problem-solving skills to improve customer communication and uphold professionalism.
- Leveraged software tools to streamline processes and improve overall performance.
Emergency & Specialty RVT (Part-Time)
VCA Canada Guardian Veterinary Centre
Edmonton, AB
08.2011 - 09.2022
- Delivered postoperative care and client updates in critical situations within triage ICU.
- Educated patients on medications, discharge instructions, and treatment plans to enhance understanding and compliance.
- Synchronized efforts with cross-functional teams to enhance quality of patient care.
- Facilitated collaboration among coworkers to address challenges and achieve shared objectives.
Owner / Manager
Mayfield Wandering Spirits Liquor Store
Edmonton, AB
07.2009 - 04.2015
- Managed business operations, enhancing efficiency in inventory, staffing, scheduling, and customer service to improve overall performance.
- Oversaw POS systems and financial operations, maintaining accuracy and reliability in transactions to support business integrity.
- Coordinated daily operations and streamlined workflow throughout establishment to optimize service delivery.
- Established customer relationships using strong verbal communication and resolved issues promptly
Home Sales Consultant
Westview Village Manufactured Home Community
Edmonton, AB
03.1998 - 02.2003
- Cultivated relationships with new and existing customers to strengthen loyalty and repeat business.
- Identified customer needs and preferences in home selection to tailor options effectively.
- Conducted property tours to highlight community features and amenities.
- Negotiated purchase agreements to secure optimal prices for buyers and sellers.
- Completed contracts and coordinated financing while guiding clients through possession processes for smooth transitions.
- Demonstrated exceptional paperwork accuracy and solution-oriented sales skills.
Education
Animal Health Technology Diploma (Honours) -
Fairview College
Fairview, AB05-1996
Skills
- Veterinary clinical knowledge
- Client relationships and retention
- Client concern resolution
- Product education and client recommendations
- CRM reporting
- Strong written and verbal client communication
- Virtual client communication
- Clinic operations and practice management
- Client needs assessment
- Client education and support
- Inventory and vendor management
- Staff training and onboarding
- Microsoft Office Suite proficiency and communications platforms
References
Available upon request.
Community Leadership Outreach
- Vice President, Secretary & Event Coordinator, Westview Community Association, 2009-2023
- Six years of 4-H public speaking and volunteer presentations.
- Organized large-scale events and educational programs using a budget.
Additional Qualifications
- Valid Driver’s License
- Proficient in Microsoft Office Suite, Zoom, Teams
- Strong organizational, multitasking, and time-management skills
- Demonstrated aptitude for customer-focused problem solving
Timeline
Teletriage RVT
Animal Health Link
05.2022 - 09.2024
Registered Veterinary Technologist / Office Manager
Windermere Veterinary Hospital & Chappelle Veterinary Clinic
06.2014 - Current
Emergency & Specialty RVT (Part-Time)
VCA Canada Guardian Veterinary Centre
08.2011 - 09.2022
Owner / Manager
Mayfield Wandering Spirits Liquor Store
07.2009 - 04.2015
Home Sales Consultant
Westview Village Manufactured Home Community
03.1998 - 02.2003
Animal Health Technology Diploma (Honours) -
Fairview College