Summary
Overview
Work History
Education
Skills
Awards And Acknowledgements
References
Timeline
Generic

Chelsea Leonard

Bunbury,WA

Summary

I look to provide quality-driven Customer Service, with dedication to solving customer problems efficiently to maintain satisfaction. I am trained in operational guidelines and standard practices of The Veterinary Industry. I am a strong trainer and team manager with 14-year's customer service experience within the veterinary environment. I have advanced communication, problem-solving and conflict management skills. Looking to offer skills and successful Veterinary background to Rest Your Paws as a Client Care Coordinator.

Availability Monday,Thursday,Friday after 5pm and Weekends on rotation after 9am

Overview

1
1
year of professional experience

Work History

Customer Service Coordinator

Sweet Goodbye
09.2023 - Current
  • Discussing end of life with Customers of varied emotions
  • Discussing/Assisting in aftercare options with our product (Soft Burial Casket)
  • Provided customer service assistance to customers via phone and email.
  • Developed relationships with customers to ensure satisfaction.
  • Assisted in the development of quality assurance standards for customer service operations.
  • Coordinated customer service activities, including responding to inquiries, resolving complaints, and providing product information.
  • Analyzed trends in customer inquiries and developed strategies to address them effectively.
  • Researched new products or services that may be beneficial to customers.
  • Identified potential opportunities for improvement within the customer service department.
  • Tracked orders from placement through delivery and follow-up as needed.
  • Provided training for new employees on company policies and procedures related to customer service.
  • Utilized various software applications such as CRM systems for tracking purposes.
  • Developed processes for collecting feedback from customers about their experience with the company's services and products.
  • Supervised and motivated customer service teams to maximize business performance.

Registered Veterinary Nurse/Retail Sales Associate

Petstock
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Facilitated end-of-life decisions for terminally ill patients in accordance with hospital policy.
  • Understood and followed oral and written directions.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Demonstrated leadership by making improvements to work processes and helping to train others.
  • Identified needs of customers promptly and efficiently.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Maintained updated knowledge through continuing education and advanced training.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Collaborated with others to discuss new opportunities.

Bus Driver

Bluebird Childcare
  • Ensured safety of passengers by adhering to all applicable traffic laws and regulations.
  • Maintained daily logs of vehicle inspections, trips, hours worked and other pertinent information.
  • Inspected vehicles prior to each shift for mechanical defects or malfunctions.
  • Reported any incidents that occurred during route travel to management personnel immediately.
  • Responded quickly and calmly in emergency situations such as accidents or medical emergencies.
  • Verified that all passengers were seated before operating the bus.
  • Cleaned interior of buses regularly including vacuuming floors and wiping down surfaces.
  • Followed designated routes according to timetables while obeying speed limits at all times.
  • Safely provide Pick up/Drop off service to Childrens home, school and extracuricular activities
  • Participated in Vacation Care transportation and events

Construction Client Liaison Officer

Dale Alcock Homes
  • Provided customer service to clients, including responding to inquiries and resolving complaints.
  • Developed and maintained relationships with existing clients through regular contact and follow up.
  • Organized client meetings to discuss current projects and future goals.
  • Identified opportunities for improvement in processes related to client liaison services.
  • Coordinated with other departments to ensure timely delivery of services to clients.
  • Monitored feedback from customers and addressed any issues or concerns promptly.
  • Maintained accurate records of all communications with clients for future reference.
  • Collaborated with colleagues on the development of strategies aimed at improving customer satisfaction levels.
  • Participated in training sessions designed to enhance knowledge of client liaison procedures.

Practice Manager/ Head Veterinary Nurse

Petstock Vet
  • Developed and implemented new patient registration processes to streamline workflow.
  • Maintained financial records, including billing and accounts receivable and payable.
  • Coordinated staff recruitment, training, and scheduling activities.
  • Assessed medical office operations, identified areas of improvement, and developed plans for corrective action.
  • Provided leadership and guidance to the medical team in order to meet goals and objectives.
  • Conducted regular meetings with staff to discuss operational issues and ensure proper communication between departments.
  • Created reports that tracked key performance indicators such as revenue growth and efficiency metrics.
  • Managed vendor relationships for supplies and services related to the practice.
  • Implemented policies and procedures related to patient care delivery in accordance with organizational standards.
  • Resolved escalated customer service issues in a timely manner while maintaining a high level of professionalism.
  • Performed administrative tasks such as creating budgets and forecasts, preparing invoices and contracts, ordering supplies and equipment.
  • Negotiated favorable terms on behalf of the practice when contracting with vendors or third party payers.
  • Facilitated implementation of new technology systems into existing workflows in order to improve operational efficiency.
  • Ordered supplies needed and kept tabs on inventory levels.
  • Motivated staff by offering direction and providing constructive feedback.

Registered Emergency and Critical Care Nurse

Vet 24 Balcatta
  • Facilitated end-of-life decisions for terminally ill patients in accordance with hospital policy.
  • Implemented treatment plans, monitored vitals and administered medications for patients in ICU.
  • Actively participated in daily rounds with physicians providing feedback regarding patients' status and progress towards goals of care plan.
  • Maintained a safe environment by following infection control protocols including proper handwashing techniques.
  • Identified potential problems that could compromise patient safety or interfere with quality outcomes.
  • Provided comprehensive nursing care to critically ill patients.
  • Assessed and monitored vital signs, laboratory results, clinical data, and patient responses to treatments.
  • Performed advanced life support skills such as intubation and CPR.
  • Monitored patient progress in order to identify changes in condition or response to treatment.
  • Provided emotional support for families during times of stress.
  • Administered medications according to physician orders and hospital policies.

Registered Veterinary Nurse

Dunsborough Vet Clinic
  • Facilitated end-of-life decisions for terminally ill patients in accordance with hospital policy.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Understood and followed oral and written directions.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Identified needs of customers promptly and efficiently.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Administered medications, vaccinations and treatments as prescribed by veterinarians.
  • Provided comprehensive nursing care to animals in a veterinary hospital setting.
  • Monitored vital signs of animals and reported any changes or abnormalities to the veterinarian.
  • Assisted with medical procedures including drawing blood, administering intravenous fluids and cleaning wounds.
  • Maintained accurate patient records, ensuring all information is updated regularly.
  • Maintained cleanliness of exam rooms, kennels and other areas within the clinic facility.
  • Stocked supplies in examining rooms and restocked after each appointment was completed.

Education

Cert IV in Veterinary Nursing -

01.2013

First Aid Cert including Early Childhood -

Valid Working with Children’s -

Skills

  • I am a qualified Veterinary Nurse with 14 years industry experience
  • Customer service excellence
  • End of life support and comfort for Clients
  • Retail experience
  • CRM Software
  • Quote Preparation
  • Sales Promotion
  • Training and mentoring
  • Customer Service
  • Excellent time management skills
  • Customer-focused
  • Sales expertise
  • Problem-Solving

Awards And Acknowledgements

2021 Vet Nurse of the Year-Runner up, I was privileged to be nominated by my colleagues for Vet Nurse of the Year Australia wide in 2021.

References

References available upon request.

Timeline

Customer Service Coordinator

Sweet Goodbye
09.2023 - Current

Registered Veterinary Nurse/Retail Sales Associate

Petstock

Bus Driver

Bluebird Childcare

Construction Client Liaison Officer

Dale Alcock Homes

Practice Manager/ Head Veterinary Nurse

Petstock Vet

Registered Emergency and Critical Care Nurse

Vet 24 Balcatta

Registered Veterinary Nurse

Dunsborough Vet Clinic

Cert IV in Veterinary Nursing -

First Aid Cert including Early Childhood -

Valid Working with Children’s -

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Chelsea Leonard