Brenda Lopez
Leesburg,VA
Summary
Dynamic veterinary professional with extensive experience at VCA Animal Emergency and Critical Care, and Behavior Solutions excelling in client communication and patient record-keeping. Proven ability to enhance customer satisfaction through effective problem-solving and active listening. A Fear Free Professional dedicated to improving animal welfare and client education in behavior modification.
Overview
20
20
years of professional experience
Work History
Veterinary Assistant
Behavior Solutions
07.2021 - Current
- Administrative tasks (including answering emails, preparing charts for behavior exams, returning calls, preparing and faxing prescriptions, etc)
- Assisted customers with inquires regarding behavior services
- Communicate effectively with veterinary staff to relay important information
- Maintain accurate records of customer interactions
- When in clinic, watching for signs of Fear, Anxiety and Stress in animals to help maintain safety, discussing use and side effects of behavior medications, discussing policies, and discussing basic training and behavior modification protocols. I am a level 3 Fear Free Professional and a Pat Miller level 1 and 2 (Behavior Modification) graduate.
Customer Service Representative
VCA Animal Emergency and Critical Care
11.2020 - Current
- Assisted customers with inquiries regarding emergency services and critical care options
- Provided support in managing patient intake and triage processes
- Communicated effectively with veterinary staff to relay important information about patient conditions
- Maintained accurate records of customer interactions and service requests
- Resolved customer complaints with empathy, enhancing overall client satisfaction
- Delivered exceptional customer support in high-stress emergency situations.
- Managed client inquiries and concerns with empathy and efficiency.
- Streamlined communication between veterinary staff and clients to enhance service delivery.
Front Desk Agent
Marriott
06.2006 - 06.2021
- Managed front desk operations, ensuring seamless guest check-in and check-out processes.
- Provided exceptional customer service, addressing inquiries and resolving issues promptly.
- Collaborated with housekeeping to maintain high standards of room readiness and cleanliness.
- Utilized property management systems to manage reservations and guest profiles efficiently.
- Trained new staff on front desk procedures and customer interaction best practices.
- Implemented process improvements that enhanced guest satisfaction ratings significantly.
- Coordinated with maintenance teams for timely resolution of facility-related issues reported by guests.
- Developed and maintained positive relationships with guests, fostering repeat business opportunities.
Education
High School Diploma -
Lutheran High School of Orange County
Orange, CA06.1991
Skills
- Relationship building
Cleaning and sanitizing
Appointment scheduling
Animal behavior
Medical record-keeping
Client education
Reception duties
Proficient in software
Multitasking Abilities
Attention to detail
Active listening
Excellent communication
Problem-solving
Organizational skills
Customer service
Time management
Patient Check-ins
Patient recordkeeping
Relationship building
Timeline
Veterinary Assistant
Behavior Solutions
07.2021 - Current
Customer Service Representative
VCA Animal Emergency and Critical Care
11.2020 - Current
Front Desk Agent
Marriott
06.2006 - 06.2021
High School Diploma -
Lutheran High School of Orange County