Summary
Overview
Work History
Education
Skills
Timeline
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Wendy Aspey

Leeds,West Yorkshire

Summary

I am a dedicated team leader with a passion for improving customer service. I have strong problem-solving skills and I am self-motivating. I am also a quick learner, with some prior experience of the responsibilities within the Practice Director role, and a good understanding of the IT systems used in practice. I am keen to develop an better understanding of company operational goals and financial management and I feel ready to take on greater responsibilities.

Overview

19
19
years of professional experience

Work History

Customer Service Manager

IVC Evidensia - Holly House Vets
Leeds
01.2018 - Current
  • Lead members of the reception team to deliver high standards of customer service, patient care and support to the clinical team.
  • Manage reception team recruitment, training, performance and relations, in accordance with company HR policies.
  • Manage client complaints and facilitate improvements in service, based on customer feedback.
  • Produce and maintain staff rotas, for clinical and non-clinical team members, using the Dayforce Application.
  • Assist the Clinical and Practice Director in the day to day running of all sites and implementation of company initiatives.


Practice Administrator

Holly House Vets
Leeds
02.2009 - 01.2018
  • Reconcile incoming payments both in practice and via business account.
  • Manage petty cash.
  • Process pet insurance claims.
  • Manage overdue accounts, following practice debt collection process and liaise with external debt recovery agency.
  • Produce staff contracts and new starter documents.
  • Liaise with external HR company and maintain HR files.
  • Amend/produce practice policies and protocols as required and effectively communicate to all staff.
  • Process staff expenses and mileage.
  • Manage all staff rotas and diaries on practice management system,



Deputy Head Nurse (RVN)

Holly House Vets
Leeds
05.2006 - 02.2009
  • Care for inpatients under direction of the vet team.
  • Assist the vet team with procedures, anaesthetics and recovery of patients.
  • Conduct nurse consultations; providing preventative care under direction of the vet team.
  • Manage stock control, rotation and storage, and carry out stock takes.
  • Perform schedule three procedures under the direction of the vet team.
  • Clean and maintain the practice and equipment in accordance with practice SOPS.
  • Reception duties and effective customer communication.
  • Assist Head Nurse in recruitment, training and leadership of the nursing team.

Education

NVQ Level 3 - Veterinary Nursing

Myerscough College
Preston, Lancashire

Skills

  • Team leadership
  • Customer service orientation
  • IT Proficiency
  • Implementation of HR process and policy
  • Staff recruitment and training
  • Process and policy implementation and improvement




Timeline

Customer Service Manager

IVC Evidensia - Holly House Vets
01.2018 - Current

Practice Administrator

Holly House Vets
02.2009 - 01.2018

Deputy Head Nurse (RVN)

Holly House Vets
05.2006 - 02.2009

NVQ Level 3 - Veterinary Nursing

Myerscough College

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Wendy Aspey