Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Emily Hoare

Sales & Booking Coordinator
Malvern

Summary

Dynamic Client Services Officer with a proven track record at Sash Vets, excelling in managing specialist referrals and enhancing client satisfaction. Skilled in CRM systems and adept at multitasking, I effectively guided clients through complex processes while ensuring accurate invoicing and timely communication. Committed to delivering exceptional service in high-pressure environments.

Overview

13
13
years of professional experience

Work History

Client Services Officer

Sash Vets
11.2023 - Current
  • Manage all incoming specialist referrals for five specialist departments, including Emergency, Neurology, Internal Medicine, Surgery, and Dermatology.
  • Ensure all new consults are booked correctly, including correct client and patient details.
  • Request new patient history from all previous veterinary clinics attended.
  • Manage all incoming phone calls to the practice, including emergency phone calls.
  • Assist all clients with questions in relation to referral processes, pricing, and the purpose of the initial consult with our specialist team/s prior to proceeding with procedure/s.
  • Assist and guide clients with aftercare options following their pets passing.
  • Arranging aftercare and cremation services for all deceased patients in clinic.
  • Converse with general practice veterinarians who are referring a patient to Sash via emergency, ensuring the referring vet is transferred to a Sash Emergency Vet to complete a patient handover.
  • Closely monitor all patients waiting in clinic for triage via emergency, and if necessary, ringing an emergency bell for immediate veterinary attention.
  • Guide clients through payment options in clinic.
  • Ensure all admission paperwork is complete prior to patient hospitalization.
  • Process accounts through insurance on behalf of clients, and ensuring the insurance company has received all relevant patient history and hospital costs.
  • Train and assist new staff.
  • Manage and direct all incoming complaints via phone and in person.


Booking & Sales Coordinator

Ouwens Casserly Real Estate
10.2021 - 06.2023
  • Maintain close communication between all agents, vendors, administrative staff, and marketing agencies, including realestate.com
  • Arrange all photography appointments, auction days, and hours.
  • Reschedule/cancel photography appointments and auctions when necessary, and manage any cancellation fees.
  • Every week, schedule, plan, and create the companies' layout in the Saturday Advertiser.
  • Create and send editorial submissions for high-end residential properties to the advertiser.
  • Create and maintain connections with all suppliers.
  • Utilise CRM tools to gather information about previous residential sales in specific suburbs.

Front of House & Sales Support

Boffo Real Estate
10.2019 - 03.2021
  • Responsible for screening all incoming calls to ensure clients' enquiries are handled in a timely manner.
  • Directly handled escalated issues in a calm and friendly manner for clients both in property management and sales.
  • Ensured all sales and rental keys were returned on time by receiving, tagging and monitoring them.
  • Registered potential tenants for upcoming inspections.
  • Utilized CRM to create inspection times and invite applicants to private viewings.
  • Assisted clients with appraisal requests.
  • Taking payment details over the phone for sales advertising accounts.
  • Prepared all auction paperwork.
  • Prepared settlements gifts and presented settlement gifts to all purchasers.
  • Uploaded rental applications to CRM system.

Administration Assistant

Spray Grass Australia
09.2018 - 10.2019
  • Consulted with manager on departmental policies and projects.
  • Scheduled all appropriate training for staff members working on mine sites to ensure all safety regulations were met.
  • Composed internal and external correspondence for senior management and reviewed documentation to eliminate errors.
  • Coordinated travel arrangements for staff by booking airfare, hotel and ground transportation.
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Restocked supplies and placed purchase orders to maintain adequate stock levels.

Sales Assistant

Innocenti Apparel
07.2016 - 09.2018
  • Assisted customers with prompt and polite support in-person and via telephone.
  • Helped customers with fittings and style choices.
  • Used consultative sales approach to understand what style/occasion they were shopping for.
  • Confidently answered customer questions to share information about products, availability and pricing.

Checkout Operator

Foodland Norwood
06.2012 - 07.2016
  • Helped customers complete purchases, locate items and join reward programs.
  • Worked closely with shift manager to solve problems and handle customer concerns.
  • Operated and closed out drawers with high accuracy to maintain balanced registers.
  • Answered incoming calls to offer information and direct individuals to correct personnel.
  • Conducted stock control.

Education

High School Diploma -

Mary MacKillop College
Kensington, SA
11.2013

Skills

  • Fast learing of CRM systems
  • Adhering to deadlines
  • Managing client expecations
  • Monitoring invoicing
  • Impeccable phone manner
  • High level multi-tasking skills

References

Samantha Coleman | Administration Manager | Ouwens Casserly Real Estate

- 0405 532 520


Bella Perks | Former General Manager | Boffo Real Estate

- 0488 784 473 


Timeline

Client Services Officer

Sash Vets
11.2023 - Current

Booking & Sales Coordinator

Ouwens Casserly Real Estate
10.2021 - 06.2023

Front of House & Sales Support

Boffo Real Estate
10.2019 - 03.2021

Administration Assistant

Spray Grass Australia
09.2018 - 10.2019

Sales Assistant

Innocenti Apparel
07.2016 - 09.2018

Checkout Operator

Foodland Norwood
06.2012 - 07.2016

High School Diploma -

Mary MacKillop College

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Emily HoareSales & Booking Coordinator