Carrie A. Alspaugh, LVT
Richmond
Summary
Veterinary professional with 20 years of experience in animal care and management. Proven track record in operations and team leadership, delivering high-quality patient care. Skilled in creating a supportive workplace through effective communication and innovative strategies.
Overview
15
15
years of professional experience
Work History
Telehealth Nurse & Patient Services Advisor
Small Door Veterinary
New York
11.2024 - Current
- Cultivate client relationships through empathy and trust-building techniques.
- Guidepet owners in navigating medical processes and preventive care options.
- Execute virtual triage and symptom assessment to advocate for patients effectively.
- Collaborate cross-departmentally with clinical, sales, and operations teams to ensure seamless care.
- Manage high-volume caseloads while maintaining accuracy and professionalism.
- Leverage CRM platforms and telehealth systems to enhance client interactions.
- Consistently meet and exceed service, retention, and upsell targets focused on patient well-being.
Virtual Care Veterinary Nurse, Teletriage & Patient Advocacy Specialist
Modern Animal
Culver City
09.2022 - Current
- Utilize veterinary medical knowlege and leverage past hands on experience to provide virtual medical
triage to clients through chat, video, photos, and phone calls in order to make informed
recommendations for patient care
● Work closely with upper management to provide feedback on team member interactions; assist with
qualiy control and patient advocacy, SOP development and implementation, and provide 1:1 training
to Virtual Care teletriage team members
● Ensure maximum client satisfaction by providing exceptional and personalized service, enhancing
client satisfaction ratings on Virtual Care
● Proficient time management skills requiring handling multiple cases and working with team members
to ensure continuity of care while maintaining emotional resilience during stressful situations
PETconnect by IAMS – Virtual Support Role
Mars, Inc.
Richmond
12.2024 - 05.2025
- Provided live chat and email support to pet owners seeking nutrition, wellness, and behavior guidance.
- Delivered personalized, brand-aligned recommendations for pet care based on breed, age, health status, and dietary needs.
- Educated clients on IAMS and Eukanuba product lines, matching appropriate formulas to individual pet requirements.
- Built trust and rapport through empathetic, solution-focused communication in a high-volume virtual support environment.
- Documented interactions accurately to ensure continuity of service and quality assurance.
- Collaborated with marketing, sales, and product teams by relaying customer feedback and identifying opportunities to improve products and services.
Director of Operations
VIEQUES HUMANE SOCIETY
Vieques
11.2020 - 01.2022
- Served as director of operations, managing a team of 15 shelter and clinic employees - responsible for SOP development and implementation, employee training, reviews, hiring and termination, inventory, fundraising, overseeing medical quality, and partnership development.
- Devised and applied a new training and behavioral enrichment program for shelter animals, thereby increasing the shelter's live release rate to 96% over a one year period.
- Partnered with several no-kill shelters through the United States; successfully planned, coordinated, and completed multiple pet transports off to partner shelters.
- Secured grant funding and increased social media presence, resulting in increased visibility, revenue, and partnerships for the shelters.
Licensed Veterinary Technician - ER/ICU & Internal Medicine
VIRGINIA VETERINARY CENTERS
Richmond
03.2017 - 11.2020
- Utilize veterinary medical knowledge and leverage past hands on experience to provide virtual medical triage to clients through chat, video, photos, and phone calls in order to make informed recommendations for patient care.
- Work closely with upper management to provide feedback on team member interactions; assist with quality control and patient advocacy, SOP development and implementation, and provide 1:1 training to Virtual Care teletriage team members.
- Ensure maximum client satisfaction by providing exceptional and personalized service, enhancing client satisfaction ratings on Virtual Care.
- Proficient time management skills requiring handling multiple cases and working with team members to ensure continuity of care while maintaining emotional resilience during stressful situations.
Licensed Veterinary Technician - ER/ICU
VETERINARY REFERRAL AND CRITICAL CARE
Manakin-Sabot
09.2010 - 03.2017
- Proficient in obtaining and recording patient vitals signs; performing lab work analysis; venipuncture; administration of medications via multiple routes; placing and maintaining IV catheters and central lines; performing radiographs; anesthesia monitoring; maintaining veterinary facilities; record keeping; knowledge of pharmacology
- Managed several critical care and intensive medical cases along side veterinarians in order to provide high quality patient care and improve patient outcomes
Education
Associates of Applied Science - Veterinary Technology
SAN JUAN COLLEGE
Farmington, NM08.2012
Bachelor of Science - Biology
VIRGINIA COMMONWEALTH UNIVERSITY
Richmond, VA01.2009
Skills
- Client communication and education
- Virtual care and patient advocacy
- Sales and retention strategies
- Pet nutrition and recommendations
- Case management and workflow organization
- Team collaboration and coordination
- Conflict resolution and de-escalation
- Multitasking and time management
- Quality assurance and documentation accuracy
- CRM and telehealth proficiency
- Data entry and record keeping
- Team training and mentoring
Volunteer Experience
- Veterinary Technician Volunteer, Our Big Fat Caribbean Rescue, Vieques, PR
- Veterinary Technician Volunteer, Grenada SPCA, Grenada, W.I.
- Veterinary Technician Volunteer, Carriacou Animal Hospital, Carriacou, Grenada, W.I.
- Veterinary Technician Volunteer, Richmond Wildlife Center, Richmond, VA
References
References available upon request.
Timeline
PETconnect by IAMS – Virtual Support Role
Mars, Inc.
12.2024 - 05.2025
Telehealth Nurse & Patient Services Advisor
Small Door Veterinary
11.2024 - Current
Virtual Care Veterinary Nurse, Teletriage & Patient Advocacy Specialist
Modern Animal
09.2022 - Current
Director of Operations
VIEQUES HUMANE SOCIETY
11.2020 - 01.2022
Licensed Veterinary Technician - ER/ICU & Internal Medicine
VIRGINIA VETERINARY CENTERS
03.2017 - 11.2020
Licensed Veterinary Technician - ER/ICU
VETERINARY REFERRAL AND CRITICAL CARE
09.2010 - 03.2017
Associates of Applied Science - Veterinary Technology
SAN JUAN COLLEGE
Bachelor of Science - Biology
VIRGINIA COMMONWEALTH UNIVERSITY
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