Support Staff & Customer Service Representatives
Kelly, CVPM, Practice Administrator
She may be Aloha Pet & Bird Hospital's manager, but Kelly is also our "cheerleader" – keeping the staff focused and working together toward the same goals. She joined our team in December of 2010, bringing 21 years of office management and receptionist experience.
While maintaining the hospital's day-to-day operations, Kelly most enjoys Aloha's amazing staff and furry patients. "We are like family, we all care so much about pets and their owners," she says. "Our clinic is always growing and raising the bar with new, innovative medicine."
Kelly spends her free time camping at various spots throughout the state with her husband and children. Her family has six pets (plus some fish): two toy Poodles, Grace and Gaspard; a Shih Tzu, Woody; a Goldendoodle, Finn; and two cats, Cowboy and Baby Kitty.
Pauline, CVPM, CCFP, Practice Manager
Pauline is our full-time Practice Manager and has been a part of our team since 1998. She orchestrates staff management, inventory control, internship coordination, and hiring coordination. Previously, Pauline was our veterinary dental technician from 1997 to 2014, but in 2015, she shifted to the Practice Management position. Her 23 years of experience in the animal-related field, combined with her incredible organizational skills, helps our practice exceed expectations and making their visit here one to remember.
"I have enjoyed working at Aloha for the past 20 years," Pauline says. "We believe medicine is a team sport and everyone is an integral part of the team. We really go above and try to exceed our clients expectations."
At home, Pauline has an 11-year old Maltese named Mia, a 14-year-old Quaker parrot named Edward, and three cats - Kazuto, Phineas Finn Finnegan, and Silica. In her free time, she enjoys playing tennis and going fishing.
Ariel, Operations Manager
Ariel joined Aloha Pet & Bird Hospital in August of 2014. She has more than a decade of experience in the animal care field, and is certified as a Surgery Technician by Eastern Florida State College. Her responsibilities include prepping for and assisting with surgeries and monitoring hospitalized patients.
"I love working here because (Dr. Pepen) is very family-oriented and is always interested in our continuing education," she says. "I also love how much we offer for our patients."
Outside of work, Ariel enjoys supporting the Miami Dolphins by attending their games, hitting the water to kayak or boat with her family, and spending time with family friends. She has an American Bulldog, Dakota; a Dachshund, Optimus Prime; and a cat, Baby Kitty.
Heather, Customer Service Representative, Team Lead
Heather joined our team in April of 2003 and now wears many different hats at the hospital. Her role encompasses CSR duties, keeping clients and their pets comfortable while waiting to see their doctor, assisting with examinations, and washing and clipping pets as a groomer. Heather has also been certified as a Veterinary Assistant and is recognized through the FVMA.
"I love being able to work in all areas of the hospital," she says.
At home Heather has two cats named Henry and Hattie. In her free time she and her family enjoy walks in the park, going to the beach, planting vegetables and flowers, playing football, and watching Chicago Bears and St. Louis Rams games on Sundays.
Crystal, Customer Service Representative
Customer Service Representative Crystal joined the team at our animal hospital in August of 2015. Her responsibilities include greeting clients, providing customer care, scheduling appointments, and answering our phones.
"If a client comes in upset, I like to make sure they leave with a smile," she says. "Quality and care mean a lot to our staff and clients."
In her free time, Crystal enjoys knitting, crocheting, making jewelry, hiking, biking, and bringing her children to the beach.
Kassadee, Customer Service Representative
Known for her empathy and kindness, Kassadee helps our clients feel welcome the second they step inside. Her job responsibilities include providing thorough and knowledgeable care to patients and clients alike with kindness, patience, and understanding.
“This hospital exudes great professionalism, compassion, and care for both patients and clients. Aloha prioritizes kindness and respect for anybody who steps foot into the hospital. This hospital also prioritizes great relationships with surrounding hospitals to ensure every patient receives the best care possible.”
Kassadee has a 13-year-old English Spaniel named Princess and a nine-month-old Pug named Lily. When she’s not working, she loves exploring new places, including Florida springs, hiking trails, and restaurants with her friends. She also enjoys reading, playing cards, gardening, the beauty industry, and listening to her Nana’s stories. Kassadee loves spending time with her family, including her two siblings and three-year-old nephew.
Ariana, Customer Service Representative
Ariana is our outgoing, bubbly, and goal-oriented receptionist as of December of 2023! In the past, she has worked as a vet intern at the Gulf Coast Humane Society and as a playtime coordinator at Pet Paradise. Now, she enjoys getting to know our patients and building relationships as she answers phones, books appointments, and helps our patients stay calm.
Asked why she likes being a part of our team, Ariana says, “[I like] all the different types of animals that come in – it keeps the days interesting and exciting. Everyone is very sweet and outgoing.”
Since she doesn’t have her own pets, Ariana pet sits as much as possible. In her free time, she enjoys cooking, going to the gym, swimming, and drawing.
Angelyca B., Customer Service Representative
Angelyca joined our team as a Customer Service Representative in February 2024. She works together with our team in making appointments, answering phones, and helping our clients and patients get settled in for their visit. She always can bring a smile to someone’s face, whether it’s our team or the patients!
“Every day is something different. You never know what’s going to come through that door,” Angelyca shares. “Whether it’s a regular annual visit or an emergency, I’m happy to be part of the team and make a difference wherever I can.”
At home, Angelyca has a four-month-old orange tabby cat named Marmalade. In her free time, she enjoys spending time with her family and friends. “You can either find me outside in the sun or snuggling with my Marmalade!”
Grace, Customer Service Representative
Grace is our full-time Customer Service Representative and joined the team in April 2024. She is proud to be the first point of contact for the practice, maintaining Aloha values. She welcomes patients and handles payments and discharges. Her initiative and willingness to go above and beyond to ensure that everyone has the support they need makes her an incredible asset to the team.
"The main goal of my job is to make sure that everyone knows that we care about their animals and want the absolute best for them!" Grace says.
Grace has been around veterinary medicine her entire life, as her mother has been a practice manager in North Carolina for the last 30 years. Her first job was a kennel technician for one of her mother's boarding facility partners.
"I love working at Aloha because of the people," Grace shares. "The community that has been established here is bar none the best I have ever been a part of! Everyone cares about animals and wants to make sure that each pet in their care has been given the best treatment possible and that warms my heart every day!"
At home, Grace has three pets - Phoebe, her 3-year-old Australian Cattle Mix "soul dog," and two sweet cats, Little Man and Kili, who are both special needs rescues.
In her free time, Grace is an avid reader and has recently gotten into playing video games. Most of her time is spent snuggling with her dog and reading fantasy novels. She also enjoys spending time with her fiancé Michael and taking Phoebe for walks and training sessions.
Michelle, Customer Service Representative
Michelle joined our team as a full-time customer service representative on July 23rd, 2024, bringing with her a wealth of experience from the animal care field and a passion for creative pursuits. With a background of six years in animal-related roles, Michelle previously worked at South Paw Animal Health in Tampa, FL, from 2018 to 2022 and at Seaside Veterinary Clinic in 2023.
In her role at our office, Michelle is responsible for checking in and out patients, answering phones, and scheduling appointments. She excels at greeting clients, which she finds the most rewarding part of her job. Her ability to type quickly and efficiently is complemented by her creative talents, including drawing portraits and animals. Michelle’s IT education has further enhanced her skills, ensuring she provides top-notch service to our clients.
Michelle's love for animals extends beyond her professional life. She shares her home with two beloved canine companions: Sugar, an American Bulldog, and Rico, a Black Lab mix. Her pet-related hobbies include drawing animals, a testament to her artistic side.
Having grown up in Hawaii, Michelle feels a special connection to Aloha, finding the environment and her colleagues to be a perfect fit. She appreciates the kindness and support that are integral to our practice, reflecting the same values in her interactions with clients and patients.
Outside of work, Michelle enjoys drawing, fishing, going to the gym, cooking, and photography. Her diverse interests and warm personality make her a cherished member of our team, and she is delighted to contribute to the welcoming atmosphere at Aloha.
Alicia, Customer Service Representative
Bio coming soon!
Natashia P., Customer Service Representative
Natashia joined our team as a full-time CSR on January 13, 2025, bringing with her one year of experience in veterinary assistance. In her role, Natashia is responsible for checking in clients, greeting both clients and their pets, and prepping exam rooms for appointments. She takes pride in providing a warm and welcoming environment for all who walk through our doors, ensuring that both pets and their owners feel comfortable and cared for.
What Natashia enjoys most about her role is the opportunity to work alongside our dedicated staff and assist in treating animals. Her empathy, compassion, and patience make her an invaluable part of our team. Natashia believes that every pet deserves the best care possible, and her kindness shines through in all of her interactions.
Natashia is a proud pet parent to JuJu, her 4-year-old orange tabby. She shares a special bond with him and enjoys the opportunity to connect with other pet owners at the clinic. Natashia is especially fond of working at our veterinary clinic because it allows her to help animals and meet new people who share her love for pets.
In her free time, Natashia enjoys hiking, practicing yoga, exploring new trails, and traveling. She values spending time outdoors and experiencing new places, which helps her unwind and stay balanced. We’re thrilled to have Natashia as part of our team and look forward to her continued contributions in making every visit a positive experience for our clients and their pets!
Veronica, Customer Service Representative
Bio coming soon!
Ava R., Customer Service Representative
Ava joined the Aloha team on April 2, 2025, and has quickly become a friendly and familiar face at the front desk. As a receptionist, Ava is responsible for scheduling appointments, answering phones, assisting clients as they arrive, and helping patients feel comfortable from the moment they walk through the door. Her favorite part of the job is comforting both pets and their people—something she does with genuine warmth and a contagious smile.
Known for her upbeat personality, Ava has a unique ability to brighten someone’s day, no matter how busy things get. She loves being part of the Aloha family, where the environment is not only kind and welcoming but also fast-paced and diverse—giving her the chance to learn and experience something new every day.
Outside of work, Ava shares her life with her 2-year-old Yellow Labrador Retriever, Kai. Together, they are active members of the Indian River Dog Training Club and enjoy participating in dock diving events. In her free time, Ava also enjoys baking, fishing, cooking, and wakeboarding.
Bailey B., Customer Service Representative
Bio coming soon!