Niamh Hales

• Assisted customers in navigating company website and placing online orders, improving overall user experience while maintaining my CSAT score consistently above 98%.
• Resolved customer complaints via phone, email and livechat with empathy, resulting in increased loyalty and repeat business.
• Handled escalated health queries and supported my teammates to triage more minor inquiries.
• As an Engagement Champion of my department, I facilitated feedback sessions with the team and management on system changes, making sure everyone felt heard while creating an open and supportive environment for our evolving team.

• Guaranteed patient safety by maintaining clean, sterile and organised treatment areas.
• Minimised patient risks, conducting daily rounds and examinations to ensure stable condition.
• Optimised patient outcomes by providing guidance on nutrition, behaviour and preventative care.
• Supported student veterinary nurses undertaking placements.
• Performed radiography, urine tests and other routine and laboratory tests to diagnose health conditions.
• Educated pet owners on key aspects of animal health to improve patient health and wellbeing.

• Improved efficiency and productivity during my temporary role here, by acquiring new administrative and organisational skills.
• Provided comprehensive administrative and clerical support, including organising files, creating spreadsheets using Microsoft Excel and imaging documents.
• Trained newer team members on administrative processes, company requirements and performance strategies.
• Worked as part of a team to verify documents and associated records to catch and resolve discrepancies during bankwide audit.

• Travelled to several vet clinics to work as part of their team as a locum veterinary nurse (inpatient care, anaesthesia monitoring, surgical nursing, nursing clinics, administrative duties).
• Assisted in the development of client/team relationships.
• Trained in the use of several software applications in order to update patient records, compile client invoices and transfer records.

• Educated pet owners on key aspects of animal health, such as 1st vaccination puppy and kitten talks, diabetic, dental and weight clinics, as well as pre and post surgical appointments to improve patient health and wellbeing.
• Completed inpatient checks and reported findings to treating vet to tailor specific daily treatment plans for each patient, administering appropriate treatment and medication while also keeping owners up to date on their status.
• Maximised Veterinary surgeon's productivity by completing preparatory work for procedures, including anaesthesia monitoring, instrument sterilisation and packing, surgical suite set up and patient surgical preparation.
• Maintained cleanliness and hygiene of the practice, creating a safe environment for staff and patients.
• Managed reception duties using Teleos, such as answering client telephone queries, booking appointments, updating patient records, taking payments and pricing up in patient and surgery patient bills. I was also responsible for completing the weekly food stock order.

I completed the final year of my degree rotating through the various departments of the UCD veterinary hospital. I had specific skill checklists to be signed off after each rotation as well as ongoing practical exams in each department. Departments included anaesthesia, small animal surgery, ICU, large animal surgery, central sterilisation supply unit, as well as completing 2 weeks placement working in the DSPCA veterinary hospital.