Heather Nelson
Saint Paul
Summary
Focused customer service professional dedicated to meeting and exceeding customer expectations by delivering industry-leading support. Skilled in handling inbound and outbound calls, online requests and emails with good problem-solving, multitasking and research abilities. Background in the field roles with high-volume customer demands.
Overview
15
15
years of professional experience
3
3
years of post-secondary education
Work History
Customer Care Representative
Edinburgh Pet Health Center
Saint Paul
09.2024 - 03.2026
- Assisted clients with inquiries about pet health and services.
- Managed appointment scheduling for veterinarians and support staff.
- Processed payments and maintained accurate transaction records.
- Collaborated with veterinary team to ensure seamless patient care.
- Handled customer complaints with empathy and provided effective solutions.
- Answered customer inquiries over the phone and via email.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Promptly responded to customer inquiries and resolved complaints to promote loyalty.
- Participated in team meetings to discuss strategies for improving customer satisfaction levels.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
Receptionist and Technician
Midway Animal Hopsital
Saint Paul
09.2011 - 08.2024
- Greeted clients and pets upon arrival with warmth and professionalism.
- Managed appointment scheduling and maintained accurate client records.
- Answered phone calls and addressed inquiries regarding services and procedures.
- Sorted incoming mail and directed to correct personnel each day.
- Scheduled and confirmed appointments and meetings for management team.
- Responded to inquiries from internal staff members regarding office operations.
Education
Veterinary Technician
Globe College
Oakdale, MN 01.2001 - 06.2004
Skills
- Customer service
- Appointment scheduling
- Conflict resolution
- Transaction processing
- Client communication
- Problem solving
- Attention to detail
- Active listening
- Email communication
- Call logging
- Animal handling
- Medical record keeping
- Effective communication
- Snare restraint
- Dietary recommendations
- Medication administration
- Blood collection
- Heartworm diagnostic testing
- Laboratory skills
- Oral and topical medication administration
- Parasite control
- Urinalysis techniques
- Medical record-keeping
- Medical history collection
- Dental procedures
- Administering first aid
- Animal restraint
- Specimen preparation
- Euthanasia procedures
- Sanitation protocols
- Medication labeling
- IV medication administration
- Tick removal
- Elizabethan collar application
- Suture removal
- Pet care knowledge
References
References available upon request.
Timeline
Customer Care Representative
Edinburgh Pet Health Center
09.2024 - 03.2026
Receptionist and Technician
Midway Animal Hopsital
09.2011 - 08.2024
Veterinary Technician
Globe College
01.2001 - 06.2004