Serena Pennings
Lethbridge,AB
Summary
Proven expertise in animal handling and compassionate communication, demonstrated through a dynamic role at Brooks Animal Protection Society. Excelled in animal care and client rapport, significantly enhancing customer satisfaction and animal care standards. Skilled in both administrative and technical tasks, showcasing a versatile skill set critical in veterinary and customer service environments.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
17
17
years of professional experience
Work History
Sales Manager
The Vault
04.2025 - Current
- Trained and mentored junior sales staff, fostering professional development and improving team performance.
- Cultivated relationships with key clients to enhance customer loyalty and satisfaction.
- Led initiatives to optimize inventory management, ensuring product availability for clients.
- Adapted selling approach based on each customer''s unique needs/preferences; tailoring product offerings accordingly.
- Built strong client relationships through consistent communication and effective problemsolving.
- Provided first-rate service to all customers and potential customers.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
Volunteer Vet Tech /Vet Technician Assistant
Newell Veterinary Services
12.2024 - Current
- Restrained animals to protect veterinarians from potential harm.
- Helped perform radiograph testing to assist doctors in making informed diagnoses and determining best treatment plans.
- Restocked surgical and office supplies to keep all necessary materials easily accessible.
- Assisted veterinarian during immunologic, medical, surgical, and diagnostic procedures.
- Cleaned, sterilized and maintained kennels, operating rooms, and surgical equipment.
- Maintained clean and safe animal living areas.
- Assisted in examination and treatment of animals in veterinary clinic.
- Helped prepare animals for surgical procedures.
Sales Expert
Cactus Communications
09.2018 - 01.2023
- Educated customers about product features and benefits to aid in selecting best options for each individuals' needs.
- Built rapport with customers and assessed needs to make product recommendations and upsell.
- Drove team revenue totals by bringing in top sales numbers.
- Informed customers of promotions to increase sales productivity and volume.
- Contributed to event marketing, sales and brand promotion.
- Built relationships with customers and community to promote long term business growth.
- Trained new employees on customer service, money handling and organizing strategies.
Animal Shelter Manager
Brooks Animal Protection Society
05.2016 - 09.2018
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Recorded symptoms and documented medical observations to inform treatment decisions of animals.
- Administered medications to animals in treatment and documented changes in conditions.
- Administered injections, oral medications and topically applied medications prescribed by veterinarian.
- Monitored vital signs and provided nursing care for animals.
- Collected and prepared specimens and samples for outside laboratory analysis.
- Reconciled bank statements and credit card accounts for accuracy and completeness.
- Implemented orderly, organized filing systems for easy record retrieval.
- Completed payroll for employees and maintained detailed records of procedures.
- Reviewed and filed financial documents, coded accounting entries for data processing, and posted daily receipts and payments in accordance with all corporate protocols.
- Tracked expenses and income for businesses while organizing and maintaining bank statements for checking accounts.
- Reconciled and corrected issues with financial records.
- Kept detailed records of animal treatments and medications.
- Decided on euthanization candidates for ill, or behavioral animals and assisted veterinarians with euthanasia of animals.
Office Administrator
Brooks Animal Protection Society
09.2008 - 05.2016
- Tracked office supplies and restocked low items to keep team members on-task and productive.
- Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
- Performed animal adoptions, placing animals into approved homes.
- Assisted in care of animals, routine and medically.
- Administered medications to animals in treatment and documented changes in condition.
- Restocked surgical and office supplies to keep all necessary materials easily accessible.
- Educated customers about product features and benefits to aid in selecting best adoption options for each individual.
- Kept detailed records of daily activities through online customer database.
Education
Associate of Science - Veterinary Technician
Penn Foster
01-2028
Certification -
Fear Free
Broomfield, CO03-2024
Skills
- Prescription filling
- Post operative care
- Animal handling
- Diagnostic imaging assistant
- Medical record-keeping
- Animal behavior observation
- Animal nutrition
- Euthanasia assistance
- Client Rapport
- Objection handling
- Compassionate communication
- Staff management
- Verbal and written communication
- Client relationship management
- Positive and upbeat
- Data entry
- Time management
- Appointment scheduling
- Office administration
Languages
English
Native or Bilingual
Timeline
Sales Manager
The Vault
04.2025 - Current
Volunteer Vet Tech /Vet Technician Assistant
Newell Veterinary Services
12.2024 - Current
Sales Expert
Cactus Communications
09.2018 - 01.2023
Animal Shelter Manager
Brooks Animal Protection Society
05.2016 - 09.2018
Office Administrator
Brooks Animal Protection Society
09.2008 - 05.2016
Associate of Science - Veterinary Technician
Penn Foster
Certification -
Fear Free
References
Amanda Gilbert 780-706-6203
Samantha Hilyer 403-614-8197
Dr. Jasmine Gerwal 403-362-3273
Shirley Gostola 403-362-3273