Madison Morris
Chattanooga
Summary
Results-driven customer service professional with veterinary medicine experience and a strong background in client communication, relationship-building, and sales support. Experienced in helping pet owners navigate veterinary services, insurance claims, billing questions, and care recommendations with empathy and professionalism. Adept at managing high-volume communication, resolving concerns, and creating positive customer experiences in fast-paced environments. Passionate about animal health and helping pet owners access the care their pets need. Seeking opportunities in pet insurance or veterinary support and willing to relocate to Richmond, VA, Nashville, TN, Charleston, SC, or Atlanta, GA.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Animal Hospital of Signal Mountain
Signal Mountain, TN
04.2024 - Current
- Managed high-volume front desk operations for a busy veterinary clinic, handling 50+ client interactions daily via phone, email, and in-person visits
- Scheduled and coordinated appointments, surgeries, and follow-ups using veterinary practice management software, ensuring efficient clinic flow
- Provided exceptional customer service by addressing client concerns, explaining services, and supporting pet owners during routine and emergency visits
- Processed payments, invoices, and insurance claims accurately while maintaining daily financial records and balancing cash drawers
- Educated pet owners on preventative care options and successfully promoted wellness plans by explaining coverage benefits, treatment savings, and long-term health value for their pets.
- Maintained and updated patient records, ensuring accuracy, confidentiality, and compliance with clinic protocols
- Assisted veterinary staff by preparing exam rooms, relaying medical information, and coordinating patient intake and discharge
- Handled sensitive and emotional situations with empathy, including euthanasia appointments and urgent care cases
- Managed multi-line phone systems, triaging calls and prioritizing emergencies appropriately
- Educated clients on preventative care, medications, and post-visit instructions to support pet health outcomes
- Maintained a clean, organized, and welcoming front office environment
- Collaborated with a team of veterinarians and technicians to improve workflow efficiency and client satisfaction
Customer Service Representative
MedSrv
Chattanooga, TN
10.2023 - 04.2024
- Provided assistance to patients with post billing questions they had after attending AdventHealth locations.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and provided frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Prepared itemized statements, bills, or invoices and recorded amounts due for items purchased or services rendered.
- Verified insurance coverage and identified third-party payers for billing purposes.
- Worked closely with patients to discuss payment arrangements when needed.
- Submitted claims to insurance companies.
- Provided customer service support to patients who had questions about their bills or payments due.
- Processed credit card payments from patients in accordance with office policy.
Esthetician
1735 Aesthetic & Wellness Studios
Chattanooga, TN
09.2022 - 09.2023
- Provided facial treatments such as cleansing, exfoliation, extractions, and massage.
- Performed waxing services on clients including eyebrows, lip, chin, and full face.
- Assisted in the development of customized skin care regimens for clients.
- Maintained cleanliness of treatment room and equipment between appointments.
- Greeted clients upon arrival to spa and provided information about services offered.
- Performed lash extensions, classic and volume sets, as well as lash lifts for clients.
- Assisted with client consultations to determine the best type of lash extension for each individual's needs.
- Provided aftercare instructions to clients regarding proper care of their eyelash extensions.
Esthetician
Massage Heights
Chattanooga, TN
11.2021 - 09.2022
- Provided facial treatments such as cleansing, exfoliation, extractions, and massage.
- Assisted in the development of customized skin care regimens for clients.
- Tested products on clients to determine best results and provide product recommendations.
- Conducted consultations with new clients to assess skin type and discuss desired outcomes.
- Educated clients on proper skin care techniques according to individual needs.
- Recommended additional treatments or products based on individual customer needs.
- Adhered to safety protocols throughout all procedures to minimize risk of injury or infection.
Lifestyle Consultant
Massage Heights
Chattanooga, TN
11.2021 - 04.2022
- Greeted visitors and provided them with assistance.
- Scheduled appointments for clients, customers, and other visitors.
- Maintained a neat reception area by organizing materials and tidying up furniture.
- Answered and directed incoming calls using multi-line telephone system.
- Scheduled and confirmed appointments.
- Maintained accurate records of customer visits and transactions utilizing computerized system.
- Managed front desk operations including phone calls, emails, and other correspondence.
- Monitored stock levels of retail items such as lotions, creams, oils, ensuring adequate supply at all times.
Sales Associate
Adore Me
Chattanooga, TN
06.2021 - 11.2021
- Greeted customers and provided exceptional customer service.
- Assisted customers with product selection, sizing and styling.
- Provided accurate information about products, prices and services.
- Processed transactions using a point-of-sale system.
- Built relationships with customers to encourage repeat business.
- Organized stockroom shelves according to size, color or style.
- Upsold additional items based on customer interests and needs.
- Performed cashier duties such as accepting payments, issuing receipts and counting money back change.
Kennel Technician
Canine Country Club
Chattanooga, TN
11.2020 - 08.2021
- Provided daily care and monitoring of animals, including feeding, watering, cleaning cages and administering medications.
- Maintained records of animal feedings, treatments and other updates.
- Performed minor grooming services such as brushing fur coats and trimming nails.
- Organized inventory of food, bedding supplies, toys and other items needed for animal care.
- Conducted behavior assessments on new arrivals to determine appropriate housing needs.
- Managed kennel facility by scheduling appointments, managing customer inquiries and maintaining a safe environment for both staff and animals.
- Responded to emergency situations in a timely manner while following safety protocols.
- Provided humane treatment of all animals at all times.
- Exercised dogs regularly according to individual needs.
- Inspected kennels regularly for any possible health hazards or maintenance concerns.
- Stayed on top of laundry, sweeping and disinfection protocols.
- Removed waste from kennels, runs and exercise areas and placed in trash receptacles or in-ground septic systems.
Brand Ambassador
Abercrombie & Fitch
Chattanooga, TN
06.2020 - 11.2020
- Greeted customers and provided exceptional customer service.
- Assisted customers with product selection, sizing and styling.
- Provided accurate information about products, prices and services.
- Processed transactions using a point-of-sale system.
- Maintained up-to-date knowledge of store merchandise and policies.
- Organized stockroom shelves according to size, color or style.
- Restocked shelves as needed to ensure sufficient inventory levels.
Receptionist
Georgia-cumberland Academy
Calhoun, GA
09.2019 - 03.2020
- Greeted visitors and provided them with assistance.
- Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel.
- Managed all incoming mail distribution, courier services, faxes, and photocopying documents as requested.
- Provided administrative support to staff members including typing letters, filing documents, and scanning and copying documents when necessary.
- Updated daily log book with information about visitors entering the premises.
Kennel Technician
Preppy Pet
Hendersonville, TN
09.2018 - 08.2019
- Provided daily care and monitoring of animals, including feeding, watering, cleaning cages and administering medications.
- Maintained records of animal feedings, treatments and other updates.
- Ensured cleanliness of kennels through regular sanitizing and disinfecting protocols.
- Monitored animals for signs of illness or distress and reported to supervisor immediately.
- Performed minor grooming services such as brushing fur coats and trimming nails.
- Organized inventory of food, bedding supplies, toys and other items needed for animal care.
- Conducted behavior assessments on new arrivals to determine appropriate housing needs.
- Provided humane treatment of all animals at all times.
- Exercised dogs regularly according to individual needs.
- Inspected kennels regularly for any possible health hazards or maintenance concerns.
- Maintained clean and orderly play yards, kennels and cages.
- Stayed on top of laundry, sweeping and disinfection protocols.
Education
Esthetics - Vocational training
Brillare Beauty Institute
Chattanooga, TN04-2021
Georgia-Cumberland Academy
Calhoun, GA05-2020
Bachelor of Science - Marketing
Southern New Hampshire University
Hooksett, NH06-2029
Skills
- Upselling
- Appointment scheduling
- Clinical documentation
- Animal anatomy knowledge
- Critical thinking
- Computer skills
- Communication skills
- Client interaction via phone calls
- Social media platforms
- Customer support
- Veterinary medicine
- Administrative experience
- Record keeping
- Customer service
- Problem-solving skills
- Animal handling
- Organizational skills
- Multi-line phone systems
Certification
- Driver's License
- Esthetician License
Additional Information
Authorized to work in the US for any employer
Languages
English
Native or Bilingual
Timeline
Customer Service Representative
Animal Hospital of Signal Mountain
04.2024 - Current
Customer Service Representative
MedSrv
10.2023 - 04.2024
Esthetician
1735 Aesthetic & Wellness Studios
09.2022 - 09.2023
Esthetician
Massage Heights
11.2021 - 09.2022
Lifestyle Consultant
Massage Heights
11.2021 - 04.2022
Sales Associate
Adore Me
06.2021 - 11.2021
Kennel Technician
Canine Country Club
11.2020 - 08.2021
Brand Ambassador
Abercrombie & Fitch
06.2020 - 11.2020
Receptionist
Georgia-cumberland Academy
09.2019 - 03.2020
Kennel Technician
Preppy Pet
09.2018 - 08.2019
Esthetics - Vocational training
Brillare Beauty Institute
Georgia-Cumberland Academy
Bachelor of Science - Marketing
Southern New Hampshire University