Summary
Overview
Work History
Education
Skills
Timeline
Generic

Heather Hopkins

Monroe

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

18
18
years of professional experience

Work History

Customer Service Manager

Pressly Animal Hospital
08.2021 - 03.2025
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Answering phones
  • Entering new client and patient information
  • Making appointments/ surgeries
  • Sending the proper surgery forms
  • Receiving records from owners or other hospitals
  • I am in charge of ALL rescues we work with. All rescues reach out to me for appointments, surgeries, keeping up with their records.
  • I handle all rescue accounts bookkeeping.
  • I manage our vet2pet program for both the hospital and the boarding facility.
  • I have 14 years of technician experience so at this moment I am the only receptionist answering certain questions or handling certain situations that the other receptionist are not sure of.
  • I am responsible for opening and closing the front lobby.
  • Scanning records in or attaching them from emails to put in patients files.
  • Setting up heartworm treatments and making sure we have the correct amount of medication.
  • Setting up cytopoint appointments and making sure we have the correct amount of cytopoint for the pets.
  • In charge of a flu vaccine waiting list (when the flu vaccine was back ordered) When we get the vaccines in I have to call the next owners on the list. Get their payment over the phone to ensure we have the vaccine for their pet.
  • I do odds and ends tasks to prepare for events.
  • Dealing with cash, card, check, care credit, scratchpay
  • I have great people skills to the point where if there is a difficult client my coworkers put them on hold for me to talk to
  • Since I have so much tech experience I also help in the back when needed.
  • Pulling blood, placing catheters, surgery, c sections, dentals, tubing pets for surgery.
  • I am comfortable with most medications when discussing with clients. I am also comfortable handling them and filling them if needed.
  • Discharging surgeries and heartworm treatments if needed.
  • I am great at restraint.
  • I am comfortable with radiography.
  • I am a multitasking perfectionist.
  • What I don't know I am willing to learn and catch on fast!
  • Worked with avimark for 14 years and Vetter/ Daysmart for the remainder of time.
  • I am kind of a jack of all trades in the veterinary medicine field.
  • At the end of the day making sure numbers match and all money is accounted for is something I do. If things are not in order I will stay and figure it out!

Veterinary Technician

Central Providence Veterinary Hospital
01.2007 - 05.2021
  • Effectively managed time-sensitive tasks while maintaining high-quality patient care through multitasking abilities during busy shifts at the clinic.
  • Assisted in euthanasia procedures with empathy and compassion, providing emotional support to grieving pet owners during difficult times.
  • Administered medications and vaccinations to animals under the supervision of a veterinarian, ensuring proper dosage and administration techniques.
  • Restrained animals to protect veterinarians from potential harm.
  • Cleaned and disinfected exam areas, surgical equipment, and kennels to prevent diseases and control odors.
  • Conducted diagnostic tests such as blood work, x-rays, and ultrasounds to aid in accurate diagnosis and treatment planning.
  • Monitored post-operative recovery processes for surgical patients closely to detect any complications early enough for prompt intervention.
  • Prepared surgical instrument packs and drapes for use in sterile environments by processing in autoclave.
  • Educated clients on preventive care measures such as vaccination schedules, heartworm prevention, flea/tick control, dental hygiene, and nutrition guidelines.
  • Maintained clean examination rooms, equipment, and kennels to ensure a safe and sanitary environment for both patients and staff members.
  • Assisted in surgical procedures, ensuring a sterile environment and properly handing instruments to the veterinarian as needed.
  • Provided exceptional customer service, addressing client concerns and answering questions about pet health and wellness.
  • Collaborated with fellow technicians to create efficient workflows that streamlined daily tasks within the clinic setting.
  • Contributed to team success by supporting colleagues when needed during emergencies or critical cases requiring additional assistance.
  • Scheduled appointments efficiently while prioritizing urgent cases appropriately based on severity of symptoms presented by pets.
  • Provided thorough discharge instructions to clients following appointments or surgical procedures, ensuring clear understanding of medications, aftercare steps, and follow-up recommendations.
  • Administered medications to animals in treatment and documented changes in condition.
  • Enhanced client satisfaction by providing compassionate care for pets during their appointments.
  • Provided care for animals before surgeries, administering anesthetics as necessary for overall comfort and health.
  • Restocked surgical and office supplies to keep all necessary materials easily accessible.
  • Handled challenging behavior from stressed or anxious animals using calming techniques learned through continuous professional development courses.
  • Processed new patients and updated client records with key information using standardized registration systems and encrypted databases.
  • Greeted pet owners and went over available services, outlined costs, and determined special needs of animals under care.
  • Streamlined workflow, ensuring accurate record-keeping and timely communication with clients regarding treatment plans.
  • Triaged incoming patients to determine treatment needs and urgency of care.
  • Improved patient care by assisting veterinarians in diagnosing and treating animals.
  • Recorded symptoms and documented medical observations to inform treatment decisions.
  • Performed radiograph testing to assist doctors in making informed diagnoses and determining best treatment plans.
  • Performed dental cleanings and extractions under the supervision of a veterinarian, promoting improved oral health for patients.
  • Increased clinic efficiency by organizing supplies inventory management systems for easy access during appointments or surgeries.
  • Provided emergency care for injured animals, significantly reducing recovery time.
  • Streamlined patient check-in process, reducing wait times and improving overall clinic flow.
  • Managed scheduling and appointments, optimizing clinic operations and veterinarian time.
  • Assisted veterinarians in surgeries, ensuring procedures were carried out smoothly and effectively.
  • Provided nutritional counseling for pet owners, leading to improved health outcomes for pets.
  • Improved clinic efficiency with organization of medical inventory and timely restocking of supplies.
  • Maintained clean and sterile surgical areas, ensuring safe environment for animal surgeries.

Education

David W. Butler High School
Matthews
06-2006

Skills

  • Customer service
  • Problem-solving
  • Microsoft outlook, word, and Excel
  • Customer focused
  • Customer relations
  • Time management
  • Training and mentoring
  • Decision-making
  • Excellent time management skills
  • Exceptional interpersonal communication
  • Complaint resolution
  • Exceptional telephone etiquette
  • Relationship building

Timeline

Customer Service Manager

Pressly Animal Hospital
08.2021 - 03.2025

Veterinary Technician

Central Providence Veterinary Hospital
01.2007 - 05.2021

David W. Butler High School

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Heather Hopkins