Desteny Flores
Tucson
Summary
I am a bilingual, goal driven person who has over 10 years’ experience in multiple settings in regards to customer service. I have worked in veterinary medicine as well as the service industry.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Veterinary Technician
Dove Mountain Veterinary
11.2023 - Current
- Client education including services offered and products
- Communicate effectively with DVM's in regards to client medical questions
- Effectively updating charges, filling out electronic medical records, and answering questions for clients during discharge.
- Answering phone calls in a timely manner and help clients schedule medical appointments if needed.
- Direct clients with emergencies to an appropriate facility.
- Perform veterinary technician duties such as medication administration, radiography, and lab work.
Veterinary Assistant
VCA Valley Animal Hospital and Emergency Center
06.2021 - 10.2023
- Assisting in Emergency Services such as:
- Triage – assessing critical, urgent, and non-critical patients and delegating care
- CPR when needed
- Communication with clients regarding their animals medical care
- Assisting in General Practice services such as:
- Checking in patients and owners to an exam room
- Obtaining vitals and accurate patient medical history from owners
- Going over estimates, explaining fees, providing information for financial assistance, and processing payments, including insurance claims via Trupanion.
- Handling outbound calls for follow ups
- Offering wellness plans to clients that the company offered to new patients
Bather
PetSmart Grooming Salon
01.2021 - 06.2021
- Answering phone calls in a timely manner to schedule new prospective clients
- Checking in owners and their pets and offering services that may benefit their pets
- Offering restraint methods to groomers and other bathers
Veterinary Assistant
Pet Doctor
10.2019 - 01.2021
- Checking in patients and their owners
- Answering questions about treatments and medications being sent home
- Effectively communicating with owners in regards to time frame of their appointments (since this was a walk-in clinic)
Veterinary Assistant
The Hermitage No-Kill Cat Shelter
01.2016 - 01.2019
- Worked as an intake coordinator and worked with multiple rescue groups locally and nationally
- Used my bilingual ability to communicate with the general public and answering phone calls in high stress situations
- Communicating with the foster coordinator in regards to placement of younger kittens or special needs cats.
- Facilitating intake appointments with owners needing to surrender their cats
- Preforming veterinary assistant duties such as medication administration, radiography, feedings, and maintaining a clean environment and avoiding cross contamination of infectious diseases.
Associate
In-N-Out Burger
01.2015 - 01.2016
- Exhibited skills in multitasking in a fast paced environment by serving customers
- Took orders accurately and efficiently
- Ability to handle a cash register by either taking digital or cash payments.
- Provided a positive attitude to customers and coworkers
- Ability to take orders from multiple customers at once and multitasking different tasks to complete them at a timely manner.
- Maintaining a clean and neat environment for customers in multiple sections of the restaurants.
Cashier for Cosmetics store
Tanque Verde Swap Meet
01.2012 - 01.2015
- Provided a high level of organization and attention to detail for customers in regards of access to the merchandise being sold.
- Answering questions for clients in regards to the merchandise.
- Maintained a clean and accessible workplace for clients.
- Ability to handle a cash register using basic math.
Education
Veterinary Assistant Program -
Pima Medical Institute
10.2016
Veterinary Technician Program - undefined
Pima Medical Institute
09.2023
Skills
- Microsoft Office 2016
- Veterinary EMR
- Computer proficiency
- Conflict resolution
- Complaint handling
- Payment processing
- Client education
- Customer service
- Critical thinking
- Problem resolution
- Administrative support
- Live chat support
- Call triaging
Accomplishments
- Promoted products and encouraged customers to upgrade their existing product plans.
- Customer Relations - Achieved the highest ratings for customer satisfaction across the entire company.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Monetary Transactions - Managed cash, check, credit, and automatic debit card transactions with flawless accuracy.
Certification
- Certification in Veterinary Assistant Program
- Associates in Veterinary Medicine
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Veterinary Technician
Dove Mountain Veterinary
11.2023 - Current
Veterinary Assistant
VCA Valley Animal Hospital and Emergency Center
06.2021 - 10.2023
Bather
PetSmart Grooming Salon
01.2021 - 06.2021
Veterinary Assistant
Pet Doctor
10.2019 - 01.2021
Veterinary Assistant
The Hermitage No-Kill Cat Shelter
01.2016 - 01.2019
Associate
In-N-Out Burger
01.2015 - 01.2016
Cashier for Cosmetics store
Tanque Verde Swap Meet
01.2012 - 01.2015
Veterinary Technician Program - undefined
Pima Medical Institute
Veterinary Assistant Program -
Pima Medical Institute