Bilingual Veterinary Client Support Specialist

Maria Gonzalez

Lancaster, CA *****

661-***-**** *************@*****.***

SKILLS

• Customer Support • Veterinary Client Services

• Remote Work • AVImark

• Live Chat & Phone Support • Troubleshooting & Problem Solving

• Account Management • Appointment Scheduling

• Payment Processing • Bilingual: English & Spanish PROFESSIONAL SUMMARY

Customer-focused support professional with 20+ years of experience in high-volume customer service, account management, troubleshooting, and scheduling. Extensive background supporting veterinary clients remotely – handling inbound and outbound communications, wellness plan coordination, payment processing, and preventive care education. Proficient in AVImark and live chat platforms, with a proven track record of exceeding performance goals. Bilingual in English and Spanish. Eager to bring veterinary industry expertise and strong technical communication skills to a fast- paced.

WORK HISTORY

PET WELLNESS SPECIALIST, CLIENT CENTER 08/2019 to 03/2025 National Veterinary Associates - Agoura Hills, CA

Delivered high-volume outbound client support on behalf of multiple veterinary hospitals, maintaining professionalism and empathy across every interaction

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Managed wellness plan communications, renewals, and preventive care education – covering vaccines, lab testing, and dentistry – using clear verbal and written communication

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Scheduled veterinary appointments and maintained accurate client, patient, and accounting records using AVImark software

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• Processed payments and collected outstanding balances while preserving positive client relationships CUSTOMER CARE SPECIALIST 10/2016 to 08/2019

National Veterinary Associates - Agoura Hills, CA

Provided customer support for 30+ pet resorts, managing 75+ inbound calls daily while maintaining quality service standards

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• Scheduled boarding, grooming, and daycare appointments efficiently and accurately

• Updated client records, interaction notes, and account information within company systems

• Trained new team members on product knowledge and customer service protocols to boost performance. CUSTOMER CARE SPECIALIST 09/2014 to 09/2016

TMS - Woodland Hills, CA

• Delivered customer support to merchants regarding account services and payment processing systems Provided technical support for payment terminals, Payment Jack, and Groovy products – troubleshooting issues and guiding customers through solutions clearly

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• Assisted in onboarding and training newly hired team members; cross-trained in Funding and Activations departments BRANCH SPECIALIST 09/2001 to 01/2014

Bank of America - Canyon Country, CA

• Maintained operational accuracy and confidentiality of client financial information

• Ensured compliance with company policies, procedures, and banking regulations

• Identified and escalated potentially fraudulent activity to minimize financial risk

• Trained, coached, and motivated a team of 15+ employees EDUCATION

Polytechnic High School - Sun Valley, CA High School Diploma 06/1998

CERTIFICATIONS

03/2026 CALRegional, CA Lancaster, CA CBCS Billing And Coding Specialist LANGUAGES

Bilingual: English & Spanish

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