Wendy Mitchell
Spring
Summary
Customer Support Specialist with a strong history of enhancing client satisfaction in fast-paced virtual care settings. Proven ability to troubleshoot technical issues and streamline workflows, leading to consistently exceeded KPIs and improved service delivery through effective cross-functional collaboration.
Overview
16
16
years of professional experience
Work History
Veterinary Client Service Representative
Caring For Pets at Enchanted Oaks Veterinary Hospital
Spring
03.2026 - Current
- Welcomed clients and pets with warmth, ensuring a professional atmosphere.
- Answered phones and scheduled appointments efficiently.
- Checked patients in and out, facilitating smooth clinic operations.
- Communicated with doctors and technicians, ensuring optimal patient care.
- Provided exceptional customer service during peak periods, enhancing client satisfaction.
- Processed payments and maintained accurate financial records.
- Assisted in keeping front office organized and operational.
Customer Support Specialist
VITALRADS
12.2024 - Current
- Drive cross-functional collaboration with internal engineering and clinical teams to resolve complex service issues and maintain enterprise-level customer experience standards.
- Troubleshot second-level technical support requests and escalations in remote startup environment, leveraging Zendesk and JIRA to manage ticket lifecycles and ensure compliance with defined SLAs.
- Responded to high-volume clinician inquiries, vetted documentation, and maintained organized case notes to facilitate rapid resolution of platform-related issues.
- Consistently met or exceeded productivity and quality KPIs, ensuring high-quality virtual care delivery by optimizing triage workflows.
- Collaborated with cross-functional teams in remote startup environment to address technical challenges and enhance customer support.
Customer Service Representative
BLUEPEARL VETERINARY EMERGENCY
Spring
01.2024 - 04.2025
- Triage and respond to high-volume support tickets, employing advanced de-escalation techniques to effectively address sensitive clinician/client situations.
- Troubleshoot and resolve client guidance hurdles, vetting all updates for accuracy within support workflows and compliance guidelines.
- Manage complex administrative projects with Excel and Jotform, enhancing collaboration with medical specialists to improve service delivery.
Veterinary Customer Service Manager
VCA JONES ROAD
Houston
10.2021 - 05.2023
- Led and coached support teams in high-growth environment, enhancing service consistency through performance accountability and cross-functional collaboration.
- Managed second-level escalations and optimized operational workflows to uphold quality standards and meet internal SLA requirements.
- Oversaw complex financial operations and account follow-ups, facilitating improved receivables and enhancing virtual care client experience.
- Navigated challenges in a rapidly expanding business landscape.
Assistant Manager, Field Operations
PETIQ
01.2023 - 01.2023
- Vetted field operations protocols to enhance scalability and ensure high-quality service delivery across regional locations.
- Supervised daily field operations for pet healthcare services.
- Coordinated staff schedules to ensure optimal coverage and efficiency.
- Trained new employees on operational procedures and customer service standards.
Lead Veterinary Medical Receptionist
COLE VETERINARY HOSPITAL
01.2014 - 01.2021
- Led triage and client communication workflows, enhancing clinician and patient support through effective team leadership.
- Scheduled appointments and managed patient flow efficiently at a busy veterinary hospital.
- Greeted clients warmly and ensured a positive experience upon arrival.
- Collected patient information and updated records in the electronic health system.
Veterinary Medical Receptionist
ANGELS PET HOSPITAL
01.2014 - 01.2014
- Provided frontline customer support, ensuring accurate documentation and timely appointment triage for optimal service delivery.
- Greeted clients and pets, providing a welcoming atmosphere at the veterinary clinic.
- Scheduled appointments using practice management software for efficient patient flow.
- Handled incoming calls, addressing inquiries and managing client concerns effectively.
Legal Assistant
THE DAVID LAW FIRM
01.2012 - 01.2013
- Maintained meticulous records and supported high-volume caseloads through technical documentation and administrative troubleshooting, ensuring compliance and accuracy.
- Managed case files and maintained accurate legal documentation for attorneys.
- Conducted legal research and gathered relevant case law for various cases.
- Drafted legal correspondence, memos, and documents for client communication.
Veterinary Office Manager
STERLING PAWS VETERINARY HOSPITAL
01.2011 - 01.2012
- Streamlined office operations and improved communication between clinical staff and management, resulting in enhanced patient care quality.
- Managed daily operations of a busy veterinary hospital.
- Supervised staff scheduling and coordinated training for new hires.
- Ensured compliance with health regulations and veterinary standards.
Education
Associate of Applied Science - Animal Science
SUNY AT FARMINGDALE
Farmingdal, New YorkSkills
- Appointment scheduling
- Patient communication
- Client advocacy
- Customer service recovery
- Cross-functional collaboration
- Technical troubleshooting
- SLA management
- Helpdesk software expertise
- Multi-system navigation
- Onboarding training
- Pharmacy support
Additional Information
Work-from-home ready with a quiet, dedicated workspace and reliable high-speed internet., Comfortable with high-volume customer support, case documentation, and multi-system navigation (EZVet, CRM, Excel, Word, Jotform)., Known for professionalism, accuracy, and empathy while meeting quality and productivity goals and protecting confidentiality.
Timeline
Veterinary Client Service Representative
Caring For Pets at Enchanted Oaks Veterinary Hospital
03.2026 - Current
Customer Support Specialist
VITALRADS
12.2024 - Current
Customer Service Representative
BLUEPEARL VETERINARY EMERGENCY
01.2024 - 04.2025
Assistant Manager, Field Operations
PETIQ
01.2023 - 01.2023
Veterinary Customer Service Manager
VCA JONES ROAD
10.2021 - 05.2023
Lead Veterinary Medical Receptionist
COLE VETERINARY HOSPITAL
01.2014 - 01.2021
Veterinary Medical Receptionist
ANGELS PET HOSPITAL
01.2014 - 01.2014
Legal Assistant
THE DAVID LAW FIRM
01.2012 - 01.2013
Veterinary Office Manager
STERLING PAWS VETERINARY HOSPITAL
01.2011 - 01.2012
Associate of Applied Science - Animal Science
SUNY AT FARMINGDALE