Veterinary Client Service Representative - Client Care

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Dawn Bryant

*** ******** ******* ******* **, 30024

470-***-**** • ******.****@*****.***

Professional Summary

Compassionate, highly organized, and client-focused Veterinary Client Service Representative with over 8 years of experience high-volume front desk operations in fast-paced Emergency animal hospitals. Proven expertise in empathetic client communication, multi-line telephone management, appointment scheduling, and electronic medical record (EMR) navigation. Adept at de-escalating stressful situations for distressed pet owners while maintaining a calm, efficient, and welcoming environment for both patients and staff. Work Experience

EEOC Contract Specialist

Copieux

Managed the full life-cycle procurement process for federal contracts supporting agency enforcement, mediation, and systemic litigation initiatives, ensuring strict compliance with the Federal Acquisition Regulation (FAR). Drafted complex solicitation documents, evaluation criteria, and contract modifications while conducting rigorous cost and price analyses to secure optimal value for the agency.

Collaborated with technical monitors and legal counsel to evaluate vendor proposals, negotiate contract terms, and resolve post-award performance issues efficiently.

Thrive Pet Healthcare

Lead CSR

Manage a multi-line phone system, routing up to 5 calls daily regarding emergency triage, routine check-ups, medication refills, and general inquiries. Greet clients and patients warmly, accurately collecting and updating patient histories, vaccination records, and contact information in the clinic’s EMR system.

Coordinate daily schedules for 5 veterinarians, optimizing appointment flow to minimize wait times while accommodating urgent walk-in emergencies. Process financial transactions, manage invoicing, and handle third-party pet insurance claims and wellness plan administration. Provide compassionate, trauma-informed support to clients navigating difficult diagnoses, end-of-life care, and emergency situations. Bonefish Grill

Operations Front/Bar Management

2014-2018

2012-2014

Transferred

Directed high-volume daily FOH and bar operations, optimizing floor pacing, staff deployment, and guest service standards to elevate table turns and guest satisfaction scores.

Spearheaded bar inventory management, cost controls, and staff mixology training, driving beverage program profitability and consistency. Recruited, trained, and mentored front-of-house team members, fostering a high-performance culture focused on flawless execution and hospitality. Paw Plex

CSR/Marketing

Spearheaded full-facility operations for a premier grooming and boarding kennel, seamlessly integrating front-desk client management with back-end kennel logistics, inventory, and facility workflows. Designed and launched high-margin boarding and grooming packages coupled with targeted marketing campaigns to drive client acquisition and increase average transaction value.

Optimized complex scheduling and capacity management for staff, grooming bays, and boarding suites, maximizing daily facility utilization and operational efficiency.

24 Wild Species

CSR/Vet Assistant

Acted as the primary point of contact for a busy multi-doctor veterinary practice, ensuring a seamless and welcoming client experience from arrival to discharge. Educated pet owners on preventative care packages, pharmacy policies, and pre- surgical instructions.

Managed prescription refill requests in coordination with the veterinary technician and pharmacist teams to ensure timely turnaround. Maintained a clean, organized, and welcoming reception and waiting area separated by species to reduce animal stress and anxiety. Trained incoming front desk staff on clinic software, phone triage protocols, and customer service standards.

Education

Medical Diagnostics Sonography

Gwinnett Technical College Master Cosmetologist Program Paul Mitchell School of Esani

Georgia State

Technical Skills

Scheduling, Digital File Coordination, Emergency Dispatch & Routing, Data Auditing, Workflow Optimization, Remote Team Collaboration. Technology & CRM Platforms: Microsoft Office Suite (Excel, Word, Outlook, PowerPoint), Salesforce CRM, SAP, EzVet, PayJunction, Cloud-Based Collaboration Tools (Slack, Microsoft Teams, Zoom)

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