Jennifer Emmerich Email & Phone Number

Madison, IL

• Function as a go-between and point of escalation to facilitate effective communication between customers, corporate enterprise-level clients, and company stakeholders, while collaborating cross-departmentally with.
• Lead and inspire a team of customer service agents to field inbound and outbound calls and emails in a fast-paced call center environment from B2B level enterprise customers and end users regarding logistical issues
• Play a key role in the hiring and on boarding process for customer service agents to cultivate a positive and inclusive team environment resulting in less than 10% turnover rate
• Use empathy and collaborative techniques to grow business relationships with established customers, increase customer retention, and improve customer perception to generate new business
• Lead regular team meetings to engage representatives in exciting new processes and promote collaborative discussion
• Create new training materials and update materials as needs of the business change

Madison, IL

• Function as a go-to point of contact and escalation for key B2B enterprise accounts to ensure customer retention
• Receive and respond to inbound and outbound customer service calls and emails in a fast-paced, B2B environment from and with both high level corporate contacts as well as end-user customer contacts regarding their.
• Assisted peers with updated information gleaned from specialized contact with key customers
• Displayed leadership ability by being a mentor and source of information to peers as well as a source of positivity, which lead to being promoted in just 10 months

• Take on a leadership role to guide peers towards best practices
• Function as an escalation point to assist with difficult or escalated questions and issues with in-depth knowledge of the clinic gained as a Veterinary Assistant
• Compile and provide feedback to upper management regarding contact center operations, utilizing metrics to suggest innovation where needed to better fit with client and business needs
• Receive inbound calls and emails in a fast-paced contact center environment to assist clients in setting appointments, updating medical records, assess health of pets and give approved medical recommendations

• Take point on client communication to ensure proper understanding of medical analysis and jargon, techniques used, and prices of services, keeping a detailed medical record of all procedures and information discussed.
• Act as a go-between and advocate for the client, patient, and Veterinary staff where needed
• Function as an assistant to the Veterinarian in all areas of the clinic, including surgery prep and assistance, overseeing the appointment book and keeping the daily schedule on track, assessing emergency patients and.
• Facilitate both inbound and outbound calls to and from clients, other Veterinary offices, pharmacies, office supply companies, and function as a go-between for the clinic and contact center

Ballwin, Missouri

• Take point on client interaction and ensure client understanding and retention of medical services and instructions relayed by the Veterinarian in an attempt to aid in the explanation of cost of services and stress.
• Function as an assistant to the Veterinarian in all aspects of the clinic, including proper restraint on patients for procedures, office visits, surgeries, emergency supportive care, obtaining and processing laboratory.
• Preform the duties of a Veterinary Assistant in all departments in the practice, including Critical Care, Radiology, Surgery, Neurology, Oncology, Outpatient, Internal Medicine, and Surgery Prep

Fairview Heights, Illinois, United States

• Lead a team of peers through daily care of all lab animals on a rotating schedule with other teams, acting as an escalation point for any issues that may arise and collaborating with other teams to ensure proper hand-off
• Delegate all care and responsibilities fairly on a daily basis, assisting where needed in all departments of animal care to ensure proper handling of animal patients
• Recognize and report any health issues with lab animals, escalating any indication of improper handling of animal subjects to the proper channels
• Ensure detailed medical records and records of care are kept to the highest standard and functioning as a point-of-contact for updated animal history for all patients

Greater St. Louis Area

• Function as a point of escalation in the AT&T Retention department, becoming a go-between for sales and customer service to help better understand customer need and influence retention metrics
• Adhere to various KPI and overpreform as one of the top 10% in the center
• Manipulate multiple CRMs, spreadsheets, and information programs simultaneously to utilize any tool necessary to influence new and existing customers to take part in promotions and services resulting in the retention.

Associate'S In Veterinary Technology, Veterinary/Animal Health Technology/Technician And Veterinary Assistant

High School Diploma

Activities and Societies: Marching Band, Jazz Band, Concert Band, Young Republicans, French Club