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!”
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
Alicia joined Aloha Pet & Bird Hospital in October 2024, bringing over 10 years of experience in animal care, including roles in veterinary assistance, pet sitting, dog walking, and pet portrait painting. As a full-time Customer Service Representative, she’s the warm, welcoming face clients first see—handling appointments, inquiries, and ensuring both pets and owners feel at ease.
Previously, Alicia spent six years at another animal hospital and ER, where she was cross-trained in pharmacy and reception. Her compassion, sense of humor, and passion for learning make her a perfect fit for Aloha’s caring and committed team.
Alicia is especially inspired by Aloha’s strong culture of integrity and genuine care. “It’s amazing to work for a company that has heart,” she says. “Everyone here—from the doctors to the support staff—shows up every day with a commitment to excellence and compassion.”
Outside of work, Alicia enjoys painting, scuba diving, crafting, gardening, and beach days with her Havanese dog, Ollie.
Veronica, Customer Service Representative
Bio coming soon!
Bailey B., Customer Service Representative
As one of the first smiling faces clients see when they walk through the doors at Aloha Pet and Bird Hospital, Bailey is committed to making both people and pets feel comfortable, welcomed, and cared for. From checking patients in and out, scheduling appointments, and answering questions, to keeping clients informed throughout their visit, she strives to ensure every experience feels warm and personal.
Bailey brings a deep sense of compassion and empathy to her role, shaped by nearly three and a half years of experience in animal shelter work. Her previous positions include Pawsitive Placement Manager at the Humane Society of Vero Beach and Assistant Shelter Manager at the Humane Society of South Brevard, where she supported adoptions and cared for free-roaming cats.
She especially enjoys interacting with clients and their pets, witnessing the bond they share, and meeting the wide variety of species that come through the doors. Her unique ability to connect with animals—even wild ones—shows in stories like teaching a wild peacock to respond to his name and feeding him from her hand.
At home, Bailey shares life with four beloved pets: Gia, a 5-year-old Beagle mix; Skrunkly, a 5-year-old cat; and two 3-year-old cats, Adonis and Lena. She’s taught Gia a number of fun tricks and delights in spending time with her animals. Outside of work, Bailey enjoys crocheting, swimming, antique shopping, and relaxing in nature.
What she loves most about Aloha is the compassionate and knowledgeable team environment, where every staff member shares the same goal of prioritizing people and pets—and it shows in every interaction.
Sierra, Customer Service Representative
Bio coming soon!