Alena Velez
Frederick
Summary
Compassionate Veterinary Technician turned Radiologist Scheduler who consistently meets and exceeds goals through insightful decisions. Talent for calmly managing fast-paced, high-volume work with continuous demands. Background working well in teams or alone to achieve results and meet expectations in performance-oriented environments. Sensitive, caring and professional attitude toward staff, patients and families.
Overview
8
8
years of professional experience
Work History
Veterinary Technician
Veterinary Referral Associates
07.2024 - Current
- Effectively managed time-sensitive tasks while maintaining high-quality patient care through multitasking abilities during busy shifts at the clinic.
- Assisted in euthanasia procedures with empathy and compassion, providing emotional support to grieving pet owners during difficult times.
- Administered medications and vaccinations to animals under the supervision of a veterinarian, ensuring proper dosage and administration techniques.
- Restrained animals to protect veterinarians from potential harm.
- Cleaned and disinfected exam areas, surgical equipment, and kennels to prevent diseases and control odors.
- Conducted diagnostic tests such as blood work, x-rays, and ultrasounds to aid in accurate diagnosis and treatment planning.
- Prepared surgical instrument packs and drapes for use in sterile environments by processing in autoclave.
- Monitored post-operative recovery processes for surgical patients closely to detect any complications early enough for prompt intervention.
- Educated clients on preventive care measures such as vaccination schedules, heartworm prevention, flea/tick control, dental hygiene, and nutrition guidelines.
- Maintained clean examination rooms, equipment, and kennels to ensure a safe and sanitary environment for both patients and staff members.
- Provided exceptional customer service, addressing client concerns and answering questions about pet health and wellness.
- Assisted in surgical procedures, ensuring a sterile environment and properly handing instruments to the veterinarian as needed.
- Contributed to team success by supporting colleagues when needed during emergencies or critical cases requiring additional assistance.
- Collaborated with fellow technicians to create efficient workflows that streamlined daily tasks within the clinic setting.
- Scheduled appointments efficiently while prioritizing urgent cases appropriately based on severity of symptoms presented by pets.
- Restocked surgical and office supplies to keep all necessary materials easily accessible.
- Provided care for animals before surgeries, administering anesthetics as necessary for overall comfort and health.
- Enhanced client satisfaction by providing compassionate care for pets during their appointments.
- Greeted pet owners and went over available services, outlined costs, and determined special needs of animals under care.
- Collected patient biopsies and blood samples for laboratory analysis.
- Triaged incoming patients to determine treatment needs and urgency of care.
Client Service Representative
Banfield Pet Hospital
07.2016 - Current
- Executed and devised business development strategies to attract and acquire new clients using content marketing, cold-calling and networking.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Coordinated client meetings to offer expert, individualized service, driving sales and boosting brand loyalty.
- Managed master calendar by scheduling and confirming appointments.
- Connected with clients through consultative sales strategies to understand and address requirements.
- Resolved concerns with products or services to help with retention and drive sales.
- Described product highlights and benefits to help guide purchasing decisions.
- Introduced clients to available online resources and services to increase convenience.
- Called existing and prospective customers to evaluate desires and offer Wellness Plan options.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Managed receptionist area by greeting visitors, responding to telephone and email inquiries and providing information for in-person requests.
- Cultivated long-lasting client relationships based on trust and solid understanding of business needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded proactively and positively to rapid change.
- Maintained up-to-date knowledge of product and service changes.
- Increased efficiency and team productivity by promoting operational best practices.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders and resolve item issues.
- Trained staff on operating procedures and company services.
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues and helped to maintain high standards of customer service.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Effective liaison between customers and internal departments.
- Answered many calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Communicated professionally with colleagues, freelancers and clients.
- Implemented and developed customer service training processes.
- Provided ongoing guest service.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Consiste
Veterinary Assistant
Banfield Pet Hospital
07.2016 - 06.2023
- Answered owner animal health questions and advised on best care practices.
- Triaged incoming patients to determine treatment needs and urgency of care.
- Aided veterinary surgical nurse who aids in surgeries and procedures for domestic and exotic species with complex requirements.
- Assisted senior staff with blood analyses and physical assessments.
- Positioned animals for diagnostic imaging such as x-rays and scans.
- Recorded symptoms and documented medical observations to inform treatment decisions.
- Collected patient biopsies and blood samples for laboratory analysis.
- Administered medications to animals in treatment and documented changes in condition.
- Provided care for animals before surgeries, administering anesthetics as necessary for overall comfort and health.
- Processed new patients and updated client records with key information using standardized registration systems and encrypted databases.
- Bathed and dipped dogs afflicted with parasitic infections and applied specific medications for itch relief.
- Cleaned and disinfected exam areas, surgical equipment and kennels to prevent diseases and control odors.
- Collected and prepared specimens and samples for outside laboratory analysis.
- Cleaned, sterilized and maintained kennels, operating rooms and surgical equipment.
- Assisted veterinarian during surgical procedures by creating and maintaining unobstructive surgical fields and passing instruments.
- Educated clients on post-surgical care and nutrition.
- Assisted veterinarian during immunologic, medical, surgical and diagnostic procedures.
- Prepared surgical instrument packs and drapes for use in sterile environments by processing in autoclave under high pressure and high temperature conditions.
- Collected and prepared tissues, cellular or microbiological samples by skin scraping, impressions and other non-surgical methods.
- Removed partially exposed foreign objects from skin and feet.
- Helped to maintain and order medical supplies and equipment through Antech Diagnostics, a third party laboratory and supplier.
- Organized a binder dedicated to the different orders, and their specific invoices in the hospital (we had 5 different companies we dealt with, I maintained one specific one, but I also helped to organize the others when needed).
- Consistently showed the ability to be adaptable and available by working on the weekends.
- Helped to train new veterinary assistants and receptionists.
- Created a binder dedicated to the faxes received and sent out in hospital, to keep track of them physically (this helped to cut down on bothering the doctors with unnecessary questions or asking them to refill out the prescription request(s)).
- Reorganized pharmacy area by designating medications based on type, then in each type by alphabetical order (i.e: NSAIDS A-Z, Antiemetics A-Z, Antibiotics A-Z, etc.).
- Enhanced patient care by assisting veterinarians with examinations, surgeries, and diagnostic procedures.
- Contributed to a clean and safe environment by maintaining surgical instruments, equipment, and facilities.
- Improved client relations through effective communication and education on pet health needs.
- Assisted in the administration of medications, vaccinations, and treatments as prescribed by the veterinarian.
- Streamlined appointment scheduling to optimize daily operations and maximize patient throughput.
- Provided compassionate care for animals during treatment and recovery from illnesses or injuries.
- Supported veterinary team in diagnostic imaging procedures such as radiographs and ultrasounds for accurate diagnoses.
- Increased client satisfaction by addressing concerns, answering questions, and offering valuable recommendations for pet care.
- Collaborated with veterinary staff to provide exceptional customer service while managing phone calls and front desk tasks.
Education
Associate of Science - Psychology
Frederick Community College
Frederick, MDHigh School Diploma -
Frederick High School
Frederick, MD05.2014
Skills
- Upselling Products and Services
- Data Entry and Maintenance
- Creative Problem Solving
- Verbal and Written Communication
- Issue and Complaint Resolution
- Order and Refund Processing
- Understanding Customer Needs
- Efficient and Detail-Oriented
- Membership Inquiries and Renewals
- Time Management
- Call Volume and Quality Metrics
- Cultural Awareness and Sensitivity
Timeline
Veterinary Technician
Veterinary Referral Associates
07.2024 - Current
Client Service Representative
Banfield Pet Hospital
07.2016 - Current
Veterinary Assistant
Banfield Pet Hospital
07.2016 - 06.2023
Associate of Science - Psychology
Frederick Community College
High School Diploma -
Frederick High School
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