Customer Support & Administrative Specialist

Alyssa Costa 224-***-****

**********@*****.***

Folsom, PA

PROFESSIONAL SUMMARY

Detail-oriented Customer Support Specialist with extensive experience in customer service, workforce management systems, and HRIS platforms. Adept at troubleshooting technical issues, resolving client concerns, and providing high-quality customer support. Strong background in payroll processing, regulatory compliance, and CRM platforms.

PROFESSIONAL EXPERIENCE

Service Center Liaison- Ethos Veterinary Health- May 2025- Present

● Provides excellent client and referring veterinarian services through high-volume inbound and outbound calls.

● Acts as the primary point of contact for hospitals ensuring client and referring vets needs are met.

● Calmly and compassionately manages emergency calls, providing reassurance and guidance.

● Applies Ethos protocols to resolve inquiries and provides solutions to client and vet issues.

● Directs urgent care cases to clinical staff appropriately to ensure critical patients receive immediate attention.

Program Support Assistant- Environmental Protection Agency- June 2024- February 2025

● Provided administrative support by managing document distribution, ensuring timely processing of incoming materials, and streamlining communication between departments.

● Managed employee timekeeping by using Time and Attendance by accurately recording, verifying, and approving time and leave entries, reducing payroll discrepancies.

● Processed and managed travel authorizations, securing cost-effective accommodations and ensuring accurate reimbursement processing, reducing travel-related discrepancies.

● Managed customer communications and service delivery, ensuring timely product distribution and resolving service inquiries.

Operations Manager – Dr. Boyd’s Veterinary Resort – May 2018 – December 2023

● Analyzed sales, accounts receivable, and P&L reports to identify trends, optimize revenue, and implement cost-saving strategies, increasing financial efficiency.

● Audited service entry procedures, identifying inaccuracies that led to revenue loss; implemented a corrective framework, saving the company $30,000 annually.

● Maintained and updated veterinary records using Vetspire, Avimark and E-Vet, ensuring 100% accuracy in vaccine, treatment, and lab data management for seamless patient care.

● Managed supply chain procurement, negotiating vendor contracts that reduced costs, and scheduled preventative maintenance to ensure uninterrupted facility operations.

● Led facility inspections, ensuring full compliance with safety and industry regulations, reducing audit violations.

● Facilitated monthly team meetings to align departmental goals, improve cross-team communication, and enhance operational efficiency.

● Ran bi-weekly payroll using Paychex Flex making sure all deductions (health insurance, taxes, child support) were added any additions were put in (commissions, scrubs reimbursements)

Veterinary Receptionist – Animal Hospital of Richboro – August 2017 – April 2018

● Provided front-desk support, handling high-volume calls, scheduling appointments, and managing client check-ins/out.

● Created a welcoming environment by streamlining client intake processes and improving response times.

● Processed an average of 60 transactions daily, ensuring 100% financial accuracy in cash, credit card, and check payments for veterinary services.

● Reconciled cash drawers at the start and end of each shift, ensuring a 100% accuracy rate and reducing discrepancies.

Customer Experience Specialist – Quality Inn and Suites – June 2013 – August 2017

● Managed front-desk operations, efficiently handling guest check-ins/out and processing an average of 100 reservations daily.

● Resolved customer inquiries and service requests via phone, improving guest satisfaction scores.

● Arranged and coordinated an average of 300 guest transportation requests per week, reducing travel-related complaints.

● Managed cash drawer reconciliations with a 100% accuracy rate, reducing end-of-day discrepancies.

● Prepared and maintained breakfast accommodations, increasing guest satisfaction scores by 75% based on customer feedback.

TECHNICAL SKILLS

HRIS & Workforce Management Systems (Paychex) Customer Relationship Management (CRM) Software

(Salesforce, Zendesk) Payroll Processing & Compliance Microsoft Office Suite (Excel, Outlook, Word, PowerPoint)

Data Entry & Documentation Management

PROFESSIONAL SKILLS

Strong Verbal & Written Communication Ability to Work in a Fast-Paced Environment High Attention to Detail & Accuracy Client Relationship Management Remote Collaboration Problem-Solving & Critical Thinking Problem-Solving Flexibility Team Collaboration & Leadership EDUCATION

Veterinary Assistant Certification - Pennsylvania College of Technology, PA Business Management - Luzerne County Community College, PA Veterinary Technician - PennFoster, PA

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