Compassionate Veterinary Care & Administrative Specialist

Joyce Shelton

Cordova, TN 901-***-**** ************@*****.***

PROFESSIONAL SUMMARY

Dedicated and compassionate professional with over 13 years of experience in veterinary care, customer service, insurance support, and administrative operations. Proven ability to manage high-volume client communication, billing resolution, CRM documentation, and remote team collaboration. Recognized for professionalism, empathy, retention support, and efficiency in fast-paced environments.

PROFESSIONAL EXPERIENCE

Embrace Pet Insurance — Remote

Customer Service Representative November 2025 – January 2026

Managed high-volume inbound calls assisting policyholders with billing inquiries and coverage explanations

Processed premium payments and resolved billing discrepancies using Stripe

Documented detailed customer interactions in Microsoft Dynamics CRM

Supported client retention efforts through solution-focused service and policy education

Collaborated with remote team members via Microsoft Teams

Maintained accuracy and professionalism while navigating multiple systems simultaneously

Healing Paws Animal Hospital — Collierville, TN

Veterinary Receptionist June 2022 – September 2025

Managed front-desk operations including check-ins, check-outs, payment processing, and appointment scheduling

Coordinated daily appointments, emergency cases, and walk-ins using veterinary management software

Operated multi-line phone system; handled calls, emails, and client communications

Triaged urgent calls and provided basic first-aid guidance when appropriate

Maintained accurate patient medical records and billing documentation

Processed daily financial reports and bank deposits

Educated clients on preventative care, products, and treatment plans

Developed receptionist training materials to support staff onboarding

PetVax Complete Care Centers — Germantown, Cordova & Memphis, TN

Veterinary Assistant (Promoted from Kennel Technician) July 2011 – June 2022

Assisted veterinarians during medical, surgical, and dental procedures

Monitored anesthesia and supported post-operative recovery

Collected lab samples and performed diagnostic testing

Administered medications and injections as directed

Took radiographs and performed dental cleanings

Maintained sterile surgical environments and managed medical inventory

Educated clients on post-treatment care and medication instructions

Supported team training and maintained organized medical records

EDUCATION

Germantown High School — Germantown, TN

TECHNICAL SKILLS

Microsoft Dynamics CRM Stripe Microsoft Teams Microsoft Office Suite Cornerstone Veterinary Software Multi-Line Phone Systems Data Entry & Record Management Billing & Payment Processing

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