ABIGAIL HEPPNER
Minneapolis,MN
Summary
Highly qualified customer service representative with a proven track record of leadership experience. Seeking to leverage skills and expertise in a career that encourages growth and creativity. Quick learner, highly motivated, and adaptable. Excels both independently and in team settings. Strong focus on delivering exceptional customer service. Dedicated to exceeding expectations and ensuring customer satisfaction.
Overview
10
10
years of professional experience
Work History
Care Coordinator
Home With Dignity
05.2023 - Current
- Guiding clients through end-of-life care for their pets
- Triaging calls and guiding pet parents where necessary if our services may not be the best fit for their needs
- Managing a high volume of calls, texts, and emails
- Coordinating with doctors and other care coordinators to optimize schedules and organize cremation services, working as a team in a remote environment
- Maintaining client communication, billing, and scheduling for sixteen doctors across fifteen markets
- Training in new care coordinators as we expand into more markets, aiding in creating material for remote training
- Familiar and proficient with Outlook, Microsoft Teams, and Open Phone systems
Customer Service Supervisor
Camden Pet Hospital
08.2021 - 04.2023
- Being the primary point of contact for all client needs to ensure an efficient and enjoyable experience
- Navigating scheduling and medical record software to answer client questions and take accurate notes to disperse to the proper contacts
- Created training and standard of care materials related to front desk duties such as opening and closing the office, how to direct and prioritize client requests, a timeline and base guide to recommended vaccines, scheduling with specialists, and more
- Responsible for training new front desk employees and cross training veterinary assistants
- Maintains inventory of office supplies and prescription foods
- Assists veterinary nurses when needed with safe handling of animals, and discharge for hospitalized patients
Branch Specialist
AAA East Central
11.2019 - 07.2021
- A President's Elite Award Honoree for outstanding customer service
- Providing excellent customer service through knowledge and referral of available services
- Meets sales goals in credit card and identity theft protection enrollment
- Creating detailed road trip plans including directions, stopping points, and recommendations for lodging, food, and activities
- Maintains an inventory of brochures for popular travel destinations
- Providing basic notary and DMV services for members
Dining Stewardess
American Cruise Lines
03.2019 - 08.2019
- Working with the dining and kitchen staff to create a five-star dining experience for guests
- Retaining knowledge of menu items, including allergy risks and alternatives
- Maintaining a clean dining area through proper tear down and set up between each meal
- Assisting kitchen staff with food preparation and safe storing
- Enhanced passenger experience by providing exceptional customer service and attending to individual needs.
- Earned recognition from management for consistently demonstrating outstanding teamwork, professionalism, and commitment to customer satisfaction.
Various Roles
Walt Disney World Resort
01.2016 - 01.2019
- Creating a magical experience for each guest through various guest facing roles including bell services, merchandising, and park entry
- Being a source of knowledge and recommendations across theme parks, resorts, and sporting facilities
- Utilizing specialized software programs for scheduling, ticketing, and point of sales
- Worked effectively in fast-paced environments.
Team Maine
University of Maine
02.2015 - 12.2017
- Act as an ambassador of the university for potential and incoming new students
- Assisting the admissions office with preparation and execution of on campus events, school tours, and tele-counseling
- Created content for the university's various social media accounts
Education
MARINE SCIENCES - Marine Biology
UNIVERSITY OF MAINE
OronoTHE CLARKSON SCHOOL PARTICIPANT - Environmental Science
CLARKSON UNIVERSITY
Potsdam, NYSkills
- Self-motivated
- Collaboration
- Managing multiple schedules
- American Sign Language
- Building customer rapport
- Working knowledge of veterinary medicine
- Leadership
- Managing a high volume of phone calls
- Problem Solving
- Documentation
- Organizational skills
Timeline
Care Coordinator
Home With Dignity
05.2023 - Current
Customer Service Supervisor
Camden Pet Hospital
08.2021 - 04.2023
Branch Specialist
AAA East Central
11.2019 - 07.2021
Dining Stewardess
American Cruise Lines
03.2019 - 08.2019
Various Roles
Walt Disney World Resort
01.2016 - 01.2019
Team Maine
University of Maine
02.2015 - 12.2017
MARINE SCIENCES - Marine Biology
UNIVERSITY OF MAINE
THE CLARKSON SCHOOL PARTICIPANT - Environmental Science
CLARKSON UNIVERSITY
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