Tracy Haines
Malvern wells
Summary
Highly motivated professional with expertise in client care focus decision making, leadership excellence, and customer service. Proficient in managing pharmacy and prescription dispensing, complemented by strong capabilities in crisis handling and conflict resolution. Adept at implementing HR policies, creating staff rotas, and conducting workplace inspections to ensure operational efficiency. Certified in First Aid and Mental First Aid . Committed to working towards gold standard care for patients and clients alike .
Overview
28
28
years of professional experience
1
1
Certification
Work History
Branch manager
Brookfield Vets
Ledbury, Herefordshire
07.2019 - Current
- Organising of staff
- Client facing receptionist duties
- Maintaining Health and Safety records
- Upkeep of service records
- Organising and overseeing work experience and work placement students
- Liaising with colleges on student nurses
- Mental Health First Aider duties
- Managed daily operations to ensure smooth running of the branch.
- Work towards creating a positive work environment, improving overall team morale.
- organising the upkeep and cleanliness of practice
- Ensuring branch met all regulatory requirements for safe operation.
- Providing compassionate support to distressed pet owners, ensuring their comfort during visits.
- Handling emergency calls calmly and efficiently, directing them to appropriate staff members.
- Filed documents promptly, improving office efficiency and record keeping accuracy.
- Promoting health protocols for pets by distributing relevant pamphlets and brochures to visiting pet owners.
- Updating database regularly with current client information, aiding communication efforts.
- Managing appointment schedule for efficient clinic operation.
- Coordinated medication orders for timely collection by pet owners.
- Maintained clean reception area, creating a welcoming environment for clients.
- Contributing to the efficient running of the practice by helping with general cleaning duties.
- Demonstrating excellent customer service skills when dealing with inquiries over phone or in person.
- Answering client queries with detailed knowledge of pet care.
Casual Staff
Three Counties Showground
Malvern Wells, Worcestershire
07.2019 - 10.2021
- Deputy Equine Manager duties during June show
- Animal World Steward duties during autumn show
- Welcomed guests warmly to create positive first impression.
- Communicated effectively with colleagues to facilitate teamwork.
- Assisted customers with queries, improving overall experience.
- Participated in team meetings for strategic planning.
- Photocopied, laminated and bound documents with efficiency and attention to detail to support staff members with preparation for meetings and presentations
- Worked alongside the different departments of the office to ensure the smooth preparation of various shows
- Worked alongside the estate management team during build up and break down period of shows
Client Care Advisor
Vets4Pets
Great Malvern, Worcestershire
04.2018 - 07.2019
- Solo charge of client facing reception area
- Liaising with vet and veterinary nursing team of the day to day running of the practice
- Cleaned work areas and equipment to maintain faultless hygiene standards.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Daily banking duties
- Promoted health protocols for pets by distributing relevant pamphlets and brochures to visiting pet owners.
- Organised veterinary records to ensure quick access during consultations.
- Processed payments for services rendered, maintaining accurate financial records.
- Provided compassionate support to distressed pet owners, ensuring their comfort during visits.
- Demonstrated excellent customer service skills when dealing with inquiries over phone or in person.
- Filed documents promptly, improving office efficiency and record keeping accuracy.
- Coordinated medication orders for timely collection by pet owners.
- Facilitated successful veterinary consultations by preparing examination rooms prior to appointments.
- Streamlined communication between veterinary team and clients through effective liaison activities.
- Maintained clean reception area, creating a welcoming environment for clients.
- Answered client queries with detailed knowledge of pet care.
- Contributed to the efficient running of the practice by helping with general cleaning duties.
- Updated database regularly with current client information, aiding communication efforts.
- Explained charges and fees and assisted clients in understanding invoice line items.
- Worked with clients to arrange payment plans and insurance claims for services.
- Managed digital and manual filing systems.
Head veterinary nurse
Three Counties Equine Hospital
Ripple, Worcestershire
03.2007 - 09.2011
- Organising of the veterinary nursing and intern team
- Organising the smooth running of the practice alongside the vets , reception and office team
- Helped organise client evenings
- Delegated tasks amongst team members promoting an efficient work environment.
- Worked alongside vets in theatre , radiography, lameness evaluation and dentistry and ambulatory calls
- Responded effectively to emergencies demonstrating good problem-solving capabilities under pressure.
- Implemented safety protocols for the welfare of both staff and animals on site.
- Conducted staff training sessions teaching correct handling techniques and safety procedures.
- Assisted veterinarians during examinations, helping diagnose potential health issues.
- Theatre nursing duties including emergency referral work
- Negotiated supplier contracts for feed, bedding materials and other necessary supplies.
- Ensured quality care by conducting regular checks on horse's health and wellbeing.
- Liaised with owners regularly providing updates on their horse's progress and condition.
Trainee Equine Nurse
Greenwood Ellis and Partners
Newmarket, Suffolk
05.2001 - 07.2007
- Monitored animal wellbeing throughout temporary residence, looking out for symptoms of other illnesses or injuries.
- Performed diagnostic, preventative and curative veterinary tasks to relieve workload of veterinarians.
- Assisted with routine activities and procedures related to animal dentistry.
- Helped to administer precise quantities of anaesthetics and oxygen during treatment.
- Be part of the on call out of hours team
- Prepared animals for specific treatments or procedures to minimise risk of complications.
- Collected samples, produced radiographs and performed laboratory tests to support diagnoses.
- Cleaned and sterilised equipment, instruments and materials used to treat animals to minimise risk of infection.
- Provided hands-on assistance to veterinarians performing procedures and operations.
- Stayed calm in veterinary emergencies and administered first aid in line with procedure.
- Carried out administrative activities to help veterinarian maintain up-to-date and accurate records.
- Ordered, dispensed and administered prescribed medications and medical products.
- Quickly responded to medical emergencies, working calmly and professionally under pressure.
- Maintained cleanliness and hygiene of practice, creating safe environment for staff and patients.
- Participated in emergency response situations, demonstrating agility under pressure
Head Nurse
Cuffley Hill Vets
Hertford, Hertfordshire
07.1997 - 06.2007
- Mentored junior nurses towards professional growth within the department.
- Organised the day to day running of the practice
- Handled administrative tasks efficiently, ensured smooth functioning of the nursing unit.
- Assessed patient needs continuously, ensured timely care provision.
- Managed emergency situations effectively.
- Kept abreast of latest nursing researches, implemented best practices accordingly.
- Developed training programmes to enhance nursing capabilities.
- Supervised advanced scheduling of staff rota based on facility needs and equipment availability.
- Provided post-operative care by monitoring vital signs and administering prescribed medications.
- Prepared animals for surgery with sterilisation and anaesthetic administration.
- Performed laboratory tests including urine analysis and blood counts, aiding in diagnostics.
- Demonstrated empathy towards distressed pet owners easing their anxiety.
- Maintained cleanliness and hygiene of practice, creating safe environment for staff and patients.
- Accepted payments and wrote receipts, answered calls and performed other reception duties.
Education
Equine Nursing Examiner - Equine Nursing
Royal College of Veterinary Surgeons
London 02/2007 - 01/2008
Veterinary Nursing - Veterinary Nursing
Royal College of Veterinary Surgeons
London 04/1995 - 04/1997
D33/D32 - Clinical Coach
Qualification for Industry
Gloucester, Gloucestershire 12/2000 - 12/2000
Equine Veterinary Nurse - Equine Nursing
Hartpury College
Gloucester, Gloucestershire 09/1996 - 09/1997
Skills
- Leadership excellence
- organisational skill
- Active listening
- Client Care Excellence
- Emergency handling
- Managing stock levels
- Clerical duties
- Prescription dispensing
- First Aid certification
- Record-keeping
- Payment Processing
- Risk assessment procedures
- Workplace inspections
- Staff rotas and scheduling
- HR policies implementation
Affiliations
- Wildlife and Landscape Photography, walking , dog agility
Accomplishments
BVRA. Bronze Award
Certification
O Level
English Language
English Literature
Economics
Geography
Geology
Maths
Drama
History
A Level
Geography
Geology
Memberships
RSPB
National Trust
Timeline
Branch manager
Brookfield Vets
07.2019 - Current
Casual Staff
Three Counties Showground
07.2019 - 10.2021
Client Care Advisor
Vets4Pets
04.2018 - 07.2019
Head veterinary nurse
Three Counties Equine Hospital
03.2007 - 09.2011
Trainee Equine Nurse
Greenwood Ellis and Partners
05.2001 - 07.2007
Head Nurse
Cuffley Hill Vets
07.1997 - 06.2007
O Level
English Language
English Literature
Economics
Geography
Geology
Maths
Drama
History
A Level
Geography
Geology
Equine Nursing Examiner - Equine Nursing
Royal College of Veterinary Surgeons
02/2007 - 01/2008
Veterinary Nursing - Veterinary Nursing
Royal College of Veterinary Surgeons
04/1995 - 04/1997
D33/D32 - Clinical Coach
Qualification for Industry
12/2000 - 12/2000
Equine Veterinary Nurse - Equine Nursing
Hartpury College
09/1996 - 09/1997
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