Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Nicole Norwood

North Vancouver,BC

Summary

Adept at training and mentoring, I elevated client satisfaction rates at Skyline Veterinary Hospital through exceptional communication and customer service expertise. Leveraging organizational skills and a calm, professional demeanor, I consistently enhanced customer relations and retention strategies, significantly contributing to team goals and quality assurance standards. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level. Ready to help team achieve company goals.

Overview

13
13
years of professional experience

Work History

Senior Client Care Specialist

Skyline Veterinary Hospital
09.2021 - 07.2024
    • Provided information and referrals to community partners and other treatment providers.
    • Responded to all client inquiries and asked appropriate questions to facilitate resolution.
    • Finalized sales, processed payments and scheduled deliveries.
    • Provided excellent customer service by following up with clients, mailing out applications and responding to incoming calls.
    • Interacted with team members across departments to research and resolve customer issues.
    • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
    • Investigated and resolved accounting, service and delivery concerns.

Veterinary Assistant

VCA Vancouver Animal Emergency and Referral Centre
03.2020 - 09.2021
    • Positioned animals for diagnostic imaging such as x-rays and scans.
    • Processed new patients and updated client records with key information using standardized registration systems and encrypted databases.
    • Cleaned and disinfected exam areas, surgical equipment, and kennels to prevent diseases and control odors.
    • Provided customer support to clients, answering questions and addressing concerns.
    • Assisted with euthanasia procedures in humanely and compassionately to minimize suffering.
    • Educated clients on post-surgical care and nutrition.
    • Restrained animals for examination and treatment.
    • Kept detailed records of animal treatments and medications.

Stable Manager / Head Trainer

Dreamcatcher Meadows
01.2016 - 03.2020
    • Maintained equipment and ranch structures.
    • Worked with ranch hands to clean stables and riding areas.
    • Cared for 30+ animals by feeding, watering, vaccinating and assisting with birthing.
    • Groomed horses to prepare for exhibitions.
    • Branded and tagged livestock for proper identification and security when lost and stolen.
    • Completed invoices for bills of lading, sales receipts and supplies.
    • Educated visitors and staff on proper animal care and handling.
    • Assisted with development of animal behavior modification plans.
    • Washed, trimmed, and brushed animals to maintain good grooming standards.
    • Reset procedure rooms between appointments and disinfected equipment.
    • Monitored animals for signs of disease, illness, or injury and communicated concerns to owners.
    • Consulted with veterinarians to diagnose problems and administered prescribed treatments.
    • Monitored animals for behavioral problems and signs of health issues.
    • Trained animals in behavioral compliance or other special routines or commands.
    • Kept animal coats clean and healthy with regular washing, grooming, and trimming.
    • Cared for sick or injured animals by seeking out veterinary care and notifying owners.
    • Provided in-house training to new employees concerning maintenance of standardized training approaches.
    • Developed and implemented lesson plans and teaching aids such as reference materials and videos.
    • Oversaw day-to-day functions of training department.

Professional Horse Trainer

Gestüt Famos
01.2014 - 10.2015
    • Prepared horses for specific competitions or tasks.
    • Scheduled farrier and vet appointments regularly.
    • Rode horses in training sessions and provided feedback on track performance.
    • Received training directives from horse and stable owners and provided oral and written reports of horse progress towards training objectives.
    • Taught students show jumping, eventing and dressage, drilling technique and driving improvement through constructive criticism.
    • Fit gear for horses and specific riders.
    • Maintained animal health records, treating minor injuries and reporting serious injuries to owners for consultation with veterinarians.
    • Monitored horses health and statuses before competitions.
    • Succeeded in training diverse animals with confident training techniques and trusting relationships.
    • Trained animals to respond to specific cues from both owners and handlers.
    • Administered prescribed medications to animals based on individual needs.
    • Advised owners about planned animal purchases or adoptions and potential behavioral needs.

Stable Manager /Horse Rider

Gestüt Jennissen
01.2013 - 01.2014
  • Worked with ranch hands to clean stables and riding areas.
  • Groomed horses to prepare for exhibitions.
  • Reported any property damage or concerns to supervisors and completed requested services to resolve.
  • Assisted laborers by loading and unloading heavy machinery and equipment.
  • Branded and tagged livestock for proper identification and security when lost and stolen.
  • Cared for 20+ animals by feeding, watering, vaccinating and assisting with birthing.
  • Monitored animals for behavioral problems and signs of health issues.
  • Washed, trimmed, and brushed animals to maintain good grooming standards.
  • Contributed to client retention by consistently providing outstanding customer service to both clients and pets.
  • Developed and implemented enrichment plans to keep animals healthy and stimulated.

FEI Groom / Farmer Manger

Gingerwood Farm
01.2012 - 01.2013
  • Created farm strategies to maximize production and convert farm operations to commercial standards.
  • Identified, isolated and treated diverse pests and diseases in crops and livestock.
  • Monitored livestock health and administered medication and vaccinations at established intervals.
  • Trained and supervised farmhands in proper use of farm equipment and safety protocols.
  • Enforced proper storage of crops, fertilizers and materials used in agricultural production.
  • Managed operational records, administrative needs and marketing plans to promote business and strengthen revenue streams.
  • Worked closely with employees to improve practices, techniques and safety choices, optimizing performance, and minimizing waste.

Education

No Degree - Equine Massage Therapy

Meredith Manor Equestrian Center
Waverly, WV
2011

No Degree - Master in Equine Health Management Program

Meredith Manor International Equestrian Centre
Waverly, WV
2011

Skills

  • Training and mentoring
  • Exceptional communication
  • Customer service expertise
  • Client Retention Strategies
  • Customer Relations
  • Quality assurance standards
  • Customer Service
  • Calm Under Pressure
  • Administrative and Office Support
  • Calm and Professional Under Pressure
  • Organizational Skills

Languages

English
Native or Bilingual

Timeline

Senior Client Care Specialist

Skyline Veterinary Hospital
09.2021 - 07.2024

Veterinary Assistant

VCA Vancouver Animal Emergency and Referral Centre
03.2020 - 09.2021

Stable Manager / Head Trainer

Dreamcatcher Meadows
01.2016 - 03.2020

Professional Horse Trainer

Gestüt Famos
01.2014 - 10.2015

Stable Manager /Horse Rider

Gestüt Jennissen
01.2013 - 01.2014

FEI Groom / Farmer Manger

Gingerwood Farm
01.2012 - 01.2013

No Degree - Equine Massage Therapy

Meredith Manor Equestrian Center

No Degree - Master in Equine Health Management Program

Meredith Manor International Equestrian Centre

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Nicole Norwood