As a Team Lead I supervised a team of client service representatives and coordinated with other leads and management to ensure the highest quality of service to our clients and their pets. I created a Reception Handbook, which aided in the training of new staff and the maintenance of continuity among all client service-based tasks, and was solely responsible for the management of reception employee scheduling. In addition, I generated and enforced protocols that facilitated appropriate appointment scheduling, benefiting both the client and the veterinary center as a business. Finally, I was routinely involved in continuing education in the field of client service and the education of my team and the rest of the hospital based on what I had learned.