Michelle Castro

About Michelle Castro

With a robust tenure at Ted Baker overseeing clienteling, human resources and district…

Experience

1. Client Services Manager

   Nevada Humane Society

   Mar 2025 — Present · NV, US

   Oversee and manage all shelter and veterinary clinic client interactions, ensuring exceptional customer service and a compassionate client experience in a high-volume, fast-paced environment- Supervise and train a team of client service representatives across both shelter and clinic operations, including scheduling, performance management, system education, and ongoing coaching- Develop and implement client service protocols to streamline check-in/out processes, reduce wait times, and improve communication between departments- Act as a liaison between clients and internal departments (adoptions, medical, animal control), resolving conflicts and addressing concerns with professionalism and empathy- Led client communications across multiple channels (in-person, phone, email, online), maintaining consistent and accurate messaging to support organizational goals- Collaborate with veterinary staff and shelter teams to coordinate pet intake, adoptions, spay/neuter appointments, vaccine clinics, and urgent care services- Utilize shelter management software (PetPoint, Shelterluv, HQ) to ensure accurate record keeping, client tracking, and reporting- Play a key role in crisis and complaint resolution, handling sensitive situations involving euthanasia, surrendering of pets, and emergency medical needs with discretion and care- Support community outreach initiatives, including low-cost clinic events and public education efforts, promoting responsible pet ownership and humane care.

Education

• San Diego State University-California State University

  Bachelor of Science (B.S.)

  2002 — 2006

• Sierra College

  Associate's degree

  2000 — 2002

• San Diego State University

  Bachelor's degree