Wendy Wales
North Bay,ON
Summary
Accomplished Veterinary Hospital Manager at Cassells Animal Hospital - NVA Canada, adept in staff management and veterinary knowledge, significantly enhanced service quality and patient care. Spearheaded recruitment and training, achieving a notable increase in skilled staff. Expert in safety procedures and team leadership, consistently delivering exceptional results through strategic planning and effective communication.
Overview
9
9
years of professional experience
Work History
Veterinary Hospital Manager
Cassells Animal Hospital - NVA Canada
North Bay, ON
07.2021 - 04.2024
- Evaluated employee performance regularly, providing constructive feedback to support growth and skill development within the organization.
- Reviewed work procedures and operational problems to determine ways to improve service, performance and safety.
- Evaluated patient care and initiated procedural changes for increased benefit.
- Organized and directed worker training programs to resolve personnel problems, hire new staff and evaluate employee performance.
- Oversaw recruitment efforts for healthcare professionals, resulting in the hiring of highly skilled and compassionate staff members.
- Compiled and analyzed accounting records and other data to determine required financial resources to implement new programs and services.
- Established efficient scheduling systems that minimized wait times for patients while optimizing staff workload distribution.
- Spearheaded community outreach initiatives aimed at increasing public awareness of hospital services and promoting a positive image of the institution.
- Maximized available space within the hospital; utilizing creative solutions for storage organization while maintaining a comfortable environment for patients.
- Adapted hospital protocols in response to industry changes and emerging trends; ensuring the facility remained at the forefront of veterinary care standards.
- Handled difficult situations calmly; navigating challenging conversations with clients regarding end-of-life decisions or financial constraints.
- Enhanced team communication by conducting regular staff meetings and providing clear expectations for daily tasks.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Spearheaded and implemented new projects to expand scope of engagement.
Veterinary Receptionist
Cassells Animal Hospital
North Bay, ON
10.2018 - 07.2021
- Managed multi-line phone system and pleasantly greeted patients.
- Facilitated smooth daily operations by answering incoming calls, directing inquiries, and taking messages for veterinarians as needed.
- Provided compassionate support during difficult situations such as end-of-life decisions or emergency visits, establishing trust with clients.
- Maintained office and waiting room, keeping common areas clean and tidy.
- Assisted veterinarians in providing timely care to patients through effective communication and coordination of services.
- Improved client retention by providing exceptional customer service to pet owners in person and over the phone.
- Assisted in training new staff members on reception procedures and software systems, contributing to overall team success.
- Triaged incoming patients to determine treatment needs and urgency of care.
- Entered data from pet records and office visits into computer system.
- Contributed to positive work environment through excellent teamwork and collaboration with staff members.
- Maintained confidentiality of sensitive client information while handling financial transactions accurately.
- Greeted pet parents with warm smile and pleasantly asked for sign-ins upon arrival.
Boarding Kennel Manager
Kelly’s Pet Resort
Duncan, BC
01.2017 - 05.2018
- Conducted facility tours for potential clients, showcasing the high-quality services provided at the kennel.
- Ensured cleanliness of facilities by establishing a rigorous cleaning schedule, improving overall hygiene levels.
- Managed inventory to ensure adequate supplies, effectively reducing costs and waste.
- Streamlined record keeping for better tracking of daily activities and animal health data.
- Oversaw care, grooming and medication of pets during temporary kennel stays.
- Improved kennel operations by implementing efficient scheduling and staff management strategies.
- Collaborated with veterinarians to ensure proper medical care for all animals under the facility''s care.
Used Car Sales Manager
Marlin Motors
Duncan, BC
09.2015 - 01.2017
- Managed used vehicle wholesales and auction acquisitions and monitored and adjusted inventory to optimize customer options.
- Managed inventory effectively for optimal turnover rate and profitability.
- Mentored new sales staff, providing comprehensive training on company processes and best practices for successful selling.
- Oversaw repair and maintenance services for pre-owned vehicles, ensuring all cars met quality standards before being offered for sale.
- Maintained a deep understanding of competitor offerings and pricing strategies, positioning our dealership as the top choice for prospective buyers.
- Negotiated competitive deals with customers, ensuring maximum profit margins while maintaining customer satisfaction.
- Coached sales team to drive traffic through phone and online appointments and referrals to meet or exceed sales targets.
- Established a robust online presence by optimizing website content and utilizing social media channels to reach potential buyers.
Education
Bachelor Of Applied Arts - Photography
Sheridan College Institute of Technology And Advanced Learning
Oakville, ON04.2000
Skills
- Animal Behavior Understanding
- Safety Procedures
- Sanitation protocols
- Staff Management
- Veterinary Knowledge
- Staff Scheduling
- Team Leadership
- Employee Training
- Scheduling Coordination
- Delegation Abilities
- Performance Evaluations
- Recruitment and hiring
- Staff Evaluation
- Payroll Administration
- Certified in CPR/AED
- Training and mentoring
Languages
English
Full Professional
Timeline
Veterinary Hospital Manager
Cassells Animal Hospital - NVA Canada
07.2021 - 04.2024
Veterinary Receptionist
Cassells Animal Hospital
10.2018 - 07.2021
Boarding Kennel Manager
Kelly’s Pet Resort
01.2017 - 05.2018
Used Car Sales Manager
Marlin Motors
09.2015 - 01.2017
Bachelor Of Applied Arts - Photography
Sheridan College Institute of Technology And Advanced Learning