Customer Service Operations Manager

Marianne Yvonne Samuels

**** ****** ******* *** **** 678-***-****

Cumming, GA 30040 ***************@*****.***

SKILLS

I am a successful Operations Manager for a 30 person Veterinary Practice for over 18 years. Managerial credentials include a Certified Nutritional Councilor for Dogs and Cats, providing leadership for an award winning, results-oriented American Animal Hospital Association (AAHA) and Veterinary Management Group (VMG) Hospital. I am a high-energy professional with a proven track record of accomplishments in the complete veterinary hospital practice. I am interested in growth in a Professional Veterinary Hospital. I have demonstrated leadership skills in sales, customer service and client management, developing employees and coordination with doctors and medical staff for hands-on results in multiple activities while providing exceptional customer service. My demonstrated areas of excellence and leadership skill competencies include but not limited to:

o Operations, Sales and Marketing o Empowering High-Performance Animal Care Teams

o Oversee Hospital Operations Day to Day o Staff Development

o Goal Planning for Each Department o Personnel Management

o Building Relationships with Customers o Implementing Hospital Values & Culture

o Creating and Implementation Training o Exceptional Time Management Skills

o Inventory Control for the Office as well as Royal Canine & Hills Prescription Food

o Resort Management

EXPERIENCES

Jones Bridge Animal Hospital -- Alpharetta, GA August 2002 – February 2020 (Present)

Operations Practice Manager

I began as a CSR in 2002 and was promoted to office manager in 2007, managing a team of 30 veterinary supportive staff in 3 departments. I am responsible for major operations, coordination with medical staff & scheduling, customer relationship building, continued educated for staff, sales and marketing. I am the hospital and resort operations coordinator.

-Animal Restraint Training Coordinator

-Patient Care Liaison

-Manage Growth for Profitable Animal Resort, Lodging, Day Care Expansion

-Customer Service Relations Expertise Managing Communications

-Manage Hospital Staff including Hiring, Audits, Reviews, Scheduling

-Managed Client Accounts & Billing

-Outreach Marketing and Community Planning (annual 5K) Generating Sales and New Clients

-Organizing and Conducting Training for staff in each department

-Organizing and Implementing Team Building

-Liaison for Doctors

Currently Involved in Projects: Training Staff Through “The 7 Habits Of Highly Effective People” by Stephen R. Covey. Organizing the New Firewall Placement and Phone Equipment for the Hospital. Cross Training CSR’s & Technicians.

EDUCATION

● Sanford Brown Technical College – Atlanta, GA -- Completed Degree for Medical Assistant (2010)

● Kennesaw State University – Kennesaw, GA -- General Studies (2002-2003)

● Chattahoochi High School – Alpharetta, GA (Graduated 2002)

References Upon Request

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