Hilary Hodges has over 10 years of experience in customer service roles providing insurance, pet care, and veterinary assistance. She is currently a member care representative for a pet insurance company, handling client inquiries and claims. Previously she worked as a concierge, pet sitter, receptionist, and manager in veterinary offices and pet care facilities. She has various certifications in pet training, aromatherapy, and American Sign Language.

1. Hilary Hodges, CPDT, CYT, CR, CA
1535 W. Stoll Place Denver, Co. 80221
(517) 303-1575
hodges_hilary@yahoo.com
SUMMARY
I am a conscientious and self-motivated individual who works well in a team and independently.
Through my diverse experiences, education, and training I have acquired technical knowledge of
insurance protocols, products, and terminology. I am experienced in handling various types of clients
and issues while building long-term customer relationships with an emphasis on satisfaction and
loyalty. I am goal oriented with a particular focus on accuracy and detail with the ability to multi-task
effectively and efficiently.
PROFESSIONAL EXPERIENCE
Member Care Representative, Inbound call center, Nationwide Pet
May 2015 – Present
-Successfully manage 45 member inquiries per day by providing:
o Claims information
o Policy coverage
o Rider and endorsement
explanation
o Billing & payments
o Website support
-Educate policy holders on claim submission, processing, adjudication, and reimbursement protocols
-Currently proficient knowledge of required insurance software (Renaissance & Citrix)
- Completed elected developmental training:
o Six Sigma White Belt
o Orange Frog Positive Psychology
Concierge, Elixir Massage
April 2014- April 2015
-Provided outstanding client experience with guest relations by:
o Receive and direct guests
o Fielding phone calls &
Scheduling appointments
o Conducting facility tours
for perspective guests.
o Billing & Payments
o Worked with guest to
customize their
experience.

2. -Proficient in required booking software (Millennium system).
-Met and exceeded monthly membership and product sales goals.
C0-Founder, Creature Kind Pet Sitting
December 2013 – Present:
-Developed, organized and implemented customized solutions for pet care:
o In home and out call pet sitting service
o Administer subcutaneous, oral, and/or
topical medications for dogs and cats
o Adhere to current laws and highest
industry standards
o Provide consistent, reliable, loving
animal care for all clients
-Business administration: scheduling, interviews, tours, finances, marketing
Out-Patient Assistant (OPA), Receptionist, University Hills Animal Hospital, Denver, CO
May 2013 – April 2014
Receptionist:
Provided exceptional client care by providing:
o Receive and direct clients and their pets.
o Fielding telephone calls & scheduling
appointments
o Billing & Payments
o Guiding tours through the facility for
perspective clients.
- Pulling files and tags for daily appointment list
-Data entry/ update of client information in the computer system (Infinity system).
OPA:
-Assisted Veterinarians with exams, surgery, laboratory tests, radiology, and pharmacy
-Performed preliminary exams and client intake interviews
-Communicated technical information from Veterinarians to clients
-Maintained and updated medical records in Veterinary Software (Infinity system)
Manager, Care Technician & Groomer, Mile High Mutts, Denver, CO
May 2010 – July 2012
Front Desk Manager:
o Provided superior client service by:
o Receiving and directing clients and their
pets
o Fielding phone calls & scheduling
appointments

3. o Maintained clear and consistent
communication with clients to ensure
clients pet care needs were met.
o Billing & payments
o Guiding tours through the facility for
perspective clients.
Data entry:
o Pulling files and tags for daily
attendance list
o Entry/ update of client information in
the computer system.
-Provided facilities management and animal care, including medications, first aid, and grooming
services.
EDUCATION AND TRAINING
Front Range Community College, Westminster, CO
-Certifications in Aromatherapy, Reflexology, Yoga, & American Sign Language Studies
Pima Community College, Tucson, AZ
-American Sign Language Studies
Arizona Canine Academy, Sierra Vista, AZ
-Dog behavior, modification and training techniques, animal first aid and CPR
-Research project: Canine Massage Therapy: Techniques and Effective Uses
-Basic handling and grooming skills
Mid-Michigan School of Canine Cosmetology, Lansing, MI
-Basic handling and grooming skills
Bel Rea Institute of Veterinary Technology, Denver, Colorado
-Medical Mathematics and Veterinary technical terminology