EDUCATION
Completed course studies in Business Management and Administration.

EXPERIENCE
Confidential,Westbrook, ME May 2010- Present
Field Technical Support Representative

• Provide on-site customer support related to in house diagnostic analyzers or service installation, training and/or troubleshooting according to established policies and procedures and applicable regulatory guidelines.
• Install laboratory diagnostic equipment at customer locations, assemble components and test operations. Adjusts equipment as needed, coordinating with in-house resources and others.
• Train customers in the use of laboratory diagnostic equipment and services. Provide training in a variety of formats, as well as documentation and other materials. Ensure customer satisfaction in the use and capability of company products and services.
• Troubleshoot problems and issues with diagnostic equipment and services. Diagnose and fix problems with assistance of in-house technical resources and others as needed. Plan and implement strategies for addressing more complex issues as needed.
• Provide support for new customer installations and go-live events, responding to any issues that arise and coordinate resolutions to ensure smooth customer experience.
• Communicate customer needs for additional products and services to sales teams, research & development and other corporate partners. Coordinate other teams and additional resources to address customer issues as needed to ensure ongoing customer satisfaction.
• Research customer accounts prior to site visits to obtain information and insight to anticipate concerns and enhance the overall customer experience.
• Detail benefits of additional company products and services as appropriate.
• Manage territory of 900+ veterinary practices throughout the Gulf States.
• Communicating with corporate partners and other lines of business for optimal customer support and document customer visits and interactions.

Confidential,LA December 2007- May 2010
Office Manager

• Responsible for the day-to-day client service areas of the front office and internally with departmental relations. This included interviewing, training, coaching, developing, mentoring and disciplinary action as appropriate. Managed staff of 30+ employees
• Direct on-the-job training to develop employee skill sets, advised employees of performance requirements with the standards of client service for the organization
• Resolved informal client complaints, maintain and reported on these issues to the hospital administrator
• Identified and provided recommendations for potential problems, non-routine situations, work flow processes, and client service needs to the hospital administrator
• Assist in the development and delivery of employee evaluations for the front desk in with the client hospital administrator
• Assist in the development, implementation and maintenance of reporting tools and queries needed to manage the business inventory control, billing and invoicing
• Handle communication of financial information to clients and doctors
• Act as a liaison between front office and hospital administrator
• Managed hospital and Pet Portals web sites as well as hospital computer systems and technical support

Confidential,VA April 2007-September 2007
Veterinary Assistant

• Customer service functions, including: greeting visitors, answering telephones, and guiding clients and their pets to exam rooms.
• Scheduled and confirmed appointments.
• Placed outbound calls for follow-ups and reaching out to prospective clients.
• Presented and explained fees and processed payments.
• Recommended, selected, and obtained products and services, including prescriptions.
• Answering questions regarding products and services, including educating clients on general animal husbandry and non-medical pet care (i.e., heartworm prevention, housebreaking, and flea & tick control).
• Managed medical records, charts, reports and correspondence according to AAHA standards
• Monitored hospitalized and boarding patients
• Radiology, Ultrasound, laboratory experience and patient handling

Confidential,VA December 2004-March 2007
Veterinary Assistant/Receptionist

• General office duties and customer service functions, including: greeting visitors, answering telephones, and guiding clients and their pets to exam rooms.
• Presented and prepared treatment plan estimates, explained fees, invoiced client charges and processed payments.
• Answered questions regarding products and services, including educating clients on general animal husbandry and non-medical pet care (i.e., heartworm prevention, housebreaking, and flea & tick control).
• Hospital maintenance and ensuring that facility is neat and clean at all times—both inside and outside
• Monitored hospitalized and boarding patients
• Managed medical records, charts, reports and correspondence according to AAHA standards
• Radiology, Ultrasound, laboratory experience, and patient handling

Confidential,VA September 2002-September 2004
Store Manager/Assistant Brand Experience Manager

• Intense customer service focus
• Loss prevention awareness and training
• Visual merchandising
• Business planning, operational audits and monitored payroll
• Scheduled, lead and motivated 15+ team members
• Recruited and hired sales and management candidates
• Implemented company directives
• Prior service with company; Co-Manager in Baton Rouge, LA from 06/2000-11/2000

Confidential,LA November 2001-May 2002
Assistant Brand Experience Manager

• Loss prevention awareness and education
• Daily operations of the store
• Direction and leading a team of 20+ associates
• Generated sales, controlling expenses and inventory
• Maintained visual standards and building the AE brand
• Talent acquisition and development
• Implemented company directives

Confidential,LA November 2000-October 2001
Assistant Brand Experience Manager

• Supported and ensured execution of all shipment receiving and processing procedures to ensure sales floor was replenished per company guidelines
• Performed stock transfers of damaged and defective merchandise, completed re-ticketing of merchandise and charge sends
• Assisted manager with focal process for direct reports and created development and training plans for direct reports
• Provided on-the-job training to all employees on company initiatives and standards to ensure that everyone fully understands company direction
• Communicated feedback to General Manager/Brand Experience Manager regarding Brand Experience team performance
• Executed markdowns in a timely and accurate manner
• Tracked productivity and ensured that the team is meeting company standards for all Brand Experience tasks
• Mapped merchandise flow and product placement and complied with presentation book standards, adjusting visual presentation to consistently ensure brand appropriateness
• Maintained all paperwork to meet audit requirements
• Shared feedback from customers to leadership team to improve overall customer experience
• Communicated and managed floor coverage as Leader On Duty (LOD)
• Created teams and partnerships with all members of the leadership team

PROFESSIONAL TRAINING & SKILLS

• Microsoft; Word, Excel & Outlook (PC & MAC)
• Veterinary Software: AVImark, DVMax, CornerStone & AVS/ Better Choice
• Wordpress; Website program
• Experience with MAC & PC