Customer Service Staff
Resume:
Cyril "Bob" Payne
Fort Worth, TX 76137
************@*****.***
Objective
To obtain a position that utilizes my knowledge, skills, and leadership
capabilities in a challenging and growing field.
Qualifications
* Over 10 years of supervisory experience.
* Over 10 years of public educational and staff training
experience.
* Proven ability to work in unison with staff, volunteers, and
upper management.
* Organized, highly motivated, and detail oriented problem-solver.
Education
B.A., Natural Science/Mathematics, Thomas Edison State College
Relevant Experience & Accomplishments
* Over 9 years of professional animal care experience.
* Seven years in a supervisory role in the animal care field.
* Developed inventory management and equipment stocking system.
* Increased pet adoption numbers by over 60% for Animal Hope Pet
Adoptions in one year.
Management/Supervision
* Developed and implemented continuing education program.
* Designed and coordinated low-cost spay neuter program in
conjunction with the City of Fort Worth.
* Designed and implemented a standardized employee evaluation
system.
* Authored both formal and informal SOP's.
* Created schedules for staff assignments and work schedules.
* Five years in public education in direct instruction and
curriculum design.
* Directly supervised daily operations and productivity of 20+
employees.
* Attended multiple workshops and training seminars on staff
development, management techniques, conflict resolution, and
financial programs designed for both general application as well
as focused upon veterinary issues.
Employment
Clinic Manager, Animal Hospital of Southwest Fort Worth, Fort Worth
February 2009-August 2010
* Daily supervision of hospital staff.
* Coordinate schedules of five veterinarians.
* Write employee reviews.
* Manage Animal Hope Pet Adoption program.
* Daily financial reconciliation.
* Develop staff schedules.
* Maintain and develop staff training program.
* Manage Internet presence for individual websites as well as
social media sites.
* Coordinate policies, staffing and billing for partnership with
the City of Fort Worth.
* Resolve customer service issues.
* Recruit, interview and hire new employees.
* Examine daily procedures; develop and implement measures to
maximize efficiency and patient care.
Animal Care Center Supervisor, SPCA of Texas, Dallas
2007-2009
* Supervise staff to include Animal Technicians, Adoption
Counselors, Admitting Staff, and Kennel Technicians.
* Coordinate scheduling; ensure assigned tasks are completed in a
timely manner.
* Design and implement training procedures that ensures staff is
properly trained in required fields.
* Complete performance evaluations, as needed.
* Conduct counseling sessions and initiate disciplinary actions.
* Verify and authorize medical procedures, such as sterilization,
medicating, euthanization.
* Resolve customer complaints.
* Verify and finalize payroll.
* Design and implement new protocols for staff accuracy and
efficiency.
* Inspect, improve, and direct safety procedures on a daily basis.
* Responsible for the record keeping and reconciliation of daily
transactions.
* Assist all positions as needed.
Aquatics and Reptile Specialist, Pet-O-Rama, Dallas
2006-2008
* Oversee maintenance of over 3000 gallons of fresh and salt water
aquariums.
* Assist customers in resolving aquarium problems and advise on
proper husbandry techniques.
Night Supervisor, Analytical Food Laboratories, Grand Prairie
2006-2007
* Supervise night microbiology staff.
* Identification of microbiological contamination in customer
samples.
* Set samples for a wide range of microbiological testing.
* Read and interpret microbiological growth on both selective and
non-selective media.
* Ensure that FDA, USDA, and ISO protocols and procedures were
followed to validate testing.
* Investigate and resolve procedural discrepancies.
* Train staff and maintain training records.
* Proofread and release lab results to clients.
Lead Technician, Arlington Animal Services, Arlington
2005-2006
* Oversee husbandry of animals in municipal shelter care.
* Perform euthanasia.
* Vaccinate and insert microchip into adopted pets.
* Provide medical care and first-aid as needed to shelter
population.
* Train staff.
TAKS Math Instructor, Arlington Independent School District, Arlington
2000-2005
* Design and implement curriculum for "At-Risk" youth to improve
math test scores.
* Design and implement Choices program. Program developed to
provide students with discipline issues positive options
* Tutor special education students in M.A.C. lab.
* Long term Substitute Teacher for Texas History, Language Arts,
and Physical Science classes.
References Available Upon Request
Contact this candidate