Tiara Smith Email & Phone Number

Matthews, North Carolina, United States

Provide clear and empathetic communication regarding pet's condition, treatment options, and associated costs.Manage client expectations regarding wait times and the urgency of their pet's situation.Schedule appointments for emergency cases, urgent care, and follow-up visits.Coordinate with the veterinary staff to ensure timely and appropriate allocation of resources for incoming cases.Maintain accurate records of client interactions, appointments, and financial transactions in the hospital management system.Assist with inventory management, including ordering supplies and restocking client education materials.

-Troubleshoot and resolve any first line issues raised by our hospital/vet/tech users, providing accurate, complete, and supportive responses.-Be one of the point-of-contacts for customer inquiries coming through our online support channels – email, LiveChat, phone-Coordinate second line/escalated issues with relevant regional BD/AMs and other departments as needed-Proactively document rainy day scenarios as encountered and share any key learnings with team.-Maintain Hubspot to be sure all client communications & CS tickets are documented appropriately.-Coordinate with Finance, data, and other departments on rainy-day, shift, and payment reconciliation; generate reports as needed.

Charlotte, North Carolina, United States

- Served as the main point of contact for a book of clients, proactively contacted active clients to enhance customer retention, and provided support which resulted in a 95% customer satisfaction rating.- Successfully gathered relevant information about a client's business and delivered this to internal teams to produce high quality, original content.- Educated clients on additional programs and identified areas of opportunity to upsell and cross sell our products which increased sales by 10%.- Act as the liaison between clients and account managers to ensure optimal customer satisfaction.- Utilize an eye for detail to catch errors and inconsistencies across client accounts.

- Timely submitted 500+ orders per week with a 98% accuracy rate, ensuring customer satisfaction.- Regularly communicated with customers via phone and email to provide updates on order status and product information, building positive relationships.- Successfully completed any other assignments as directed by manager or others that occurred.

Charlotte, North Carolina, United States

- Confirmed and scheduled appointments for 35+ clients daily while providing instructions and updates as needed- Successfully operated a multi-line phone system, managing an average of 30 calls per day- Successfully processed payments, including those with in-hospital insurance coverage.- Managed the daily schedules for 4 veterinarians while ensuring proper care for each animal.- Managed and maintained organization of the hospital email

Charlotte, North Carolina, United States

- Managed the daily schedules for 3 veterinarians while ensuring proper care for each animal.- Confirmed and scheduled appointments for 35+ clients daily while providing instructions and updates as needed- Successfully restrained patients during procedures and examinations, ensuring the safety of both patient and veterinarian.- Performed diagnostic imaging and laboratory tests under the supervision of licensed veterinarians.- Communicated with pet owners prior to surgery to provide instructions on drop-off, pick-up, post-operative care, etc.- Updated files and processed payments in a timely manner to keep the clinic running smoothly.