Led the Customer Experience Team, analyzing client interactions to improve service delivery and patient care. Collected, analyzed, and reported key performance indicators (KPIs) to identify trends and opportunities for operational efficiency. Developed data-driven cost-cutting strategies that enhanced customer satisfaction while streamlining hospital workflows. Collaborated with cross-functional teams to implement process improvements, reducing wait times and optimizing resource allocation. Created dashboards and reports to provide leadership with actionable insights for continuous improvement. Utilized statistical analysis and data visualization tools to support strategic decision-making.

Answer incoming calls, schedule appointments, and provide informant to clients regarding services offered. Perform administrative tasks such as schedule appointments and managing pet files. Greet clients and their pet upon arrival at the clinic. Monitor front desk operations to ensure smooth flow of traffic during peak hours. Process payments from clients. Maintain inventory of pet products. Assist in social media campaigning via Instagram and Facebook.

Answered an average of 50 calls, emails, and faxes daily addressing customer inquiries, solving problems and providing new product information. Copied, logged and scanned supporting documentation and placed all information in client/patient files. Entered details such as payments, account information, and call logs into Impromed/Woofware system. Verified data integrity and accuracy, filled medication accurately, confirmed client information, answered client questions, and referred to correct source where applicable.

Prioritized and accomplished a wide range of tasks during each shift. Prepared merchandize for sales floor. Directed individuals to merchandise locations, suggested accessories and complementary purchased. Accepted and processed returns. Maintained adherence to all company protocols. Monitored entrances, exits, and fitting rooms for signs of theft, reported incidents to management. Always kept work areas clean and neat. Provided repeat customers with exceptional care and attention. Prepared outgoing shipments. Worked collaborative in team environments. Followed latest market trends. Stocked and replenished merchandise according to store merchandising layouts.

Participated in unit-based Quality Assurance Program. Frequently commended for maintaining the safety, respect, and dignity of residence. Prepared for HIPPA and JCAHO reviews, ensuring required brochures and pamphlets were available to patients in all areas. Maintained all confidential personnel files, licensing, and CPR compliance records. Organized, updated, and maintained over 200 patient charts. Acted as patient advocate and implemented total patient care as part of a nursing team covering 8 to 10 highly acuity patients per shift.