Laurie Smith Email & Phone Number

San Jose, California

Alleviated the animals’ post Covid isolation and enhanced their health and welfare, as well as aiding new arrivals in adjusting to shelter life and building confidence, all of which enhance their adoption potential.• Trained in the Fear Free Shelter model being implemented at the Animal Care Center.• Learned safe dog handling and positive reinforcement techniques such as how to approach shy dogs, proper leashing/harnessing and kennel entrance and exit strategies.• Exercised and socialized dogs and cats according to their preferences, whether it involved walking, running, playing with toys, receiving affection, or being brushed.• Completed training on cat behavior, proper handling, and recognizing signs of illness, with an emphasis on disease prevention.

San Jose, California

Work behind the scenes caring for injured and orphaned wildlife, with the goal of rehabilitation and release back into the wild.• Prepare species-specific diets for a wide variety of native animals including many birds, opossums, squirrels, raptors, reptiles, and rodents, and perform careful hand feeding of baby animals.• Prepare and maintain enclosures following specific protocols for each type of wildlife with regard to basic care, enrichment and disinfection.• Record daily food intake as well as health and behavioral observations for each animal being cared for. • Release rehabilitated animals into their home territories, using judgement to determine the proper time of day and most suitable site for each release.

Calabasas, California, United States

Fielded calls on the busy emergency hotline, with a primary focus on communicating with the public about wildlife issues. Assisted staff with patient admissions from the public, and coordinated patient transports.• Answered a wildlife rescue hotline which receives up to 28K calls per year. Engaged with the callers compassionately and professionally, while keeping the calls focused to efficiently manage the call volume.• Advised the public, who were often in stressful situations, regarding conflicts with wildlife. Focused on solutions that protected both humans and animals.• Instructed rescuers on safely handling and capturing wildlife, including reuniting baby animals with their parents.• Learned and applied knowledge on wildlife rehabilitation requirements and humane euthanasia to set accurate expectations with rescuers.• Prepared diets, administered medications, and managed facilities and enclosures to support staff and animal needs• Determined safe and appropriate release sites, and released various animals into the wild upon completion of their rehabilitation.

San Jose, Ca

Member of a 3-person front office team which received, processed and tracked all incoming facilities work requests for the campus via e-mail, web, radio, phone or in-person.• Exercised critical judgement in triaging requests and creating work orders in accordance with aggressive goals of efficiency and accuracy.• Balanced responsibility for multi-line phone support, friendly customer service and radio dispatch in a calm and professional manner in a fast-paced, interrupt driven environment.

Redwood City, Ca

As the face of WePay, created a warm and welcoming atmosphere for guests. Provided project support to the Risk Management, Customer Delight and Legal departments, and a wide variety of office services. • Embodied the core company values of helpfulness, inclusiveness, collaboration and positive energy when interacting with all guests and staff.• Key contributor for the Risk Management team, significantly reducing the team’s workload by providing credit card dispute support for four banks.• Met requirements for first time ISO certification by documenting and maintaining four dispute processes. The documents were further used in training and knowledge base creation.

Sunnyvale, Ca

ProMatch is a professional job seekers network providing workshops and career counseling services to its members. Three permanent staff members operate and administer the program, while the members serve to provide daily operational management, group leadership, and facilitation of meetings, workshops and other services.As the Co-Lead for the Front Desk in the ProMatch office I utilized my customer service, training and process improvement skills to serve the ProMatch membership. I coordinated staffing of the desk, and provided the volunteers with training and continuous mentoring. I also reviewed, updated and created as needed the documentation which guides the work of the volunteers, as well as managed the supplies and stock for the snack and beverage service in the office. As part of the greater leadership team I participated in continuous succession planning, on-boarding and training of new leaders. At ProMatch's Spring Alumni Mixer in April of 2014 I also served as a member of the event planning committee.