Kati Horn Email & Phone Number

-Acts as point of contact for 105+ clients on long term projects, day-to-daysupport, and escalations while maintaining a caseload of 100+ cases a month,4.92/5 CSAT score, and 90% logged timeMain escalation point and backup team lead supporting complicatedimplementations, escalated clients, and troubleshooting for ten-person teamStrong track record of building rapport, diffusing volatile situations withprofessionalism, and restoring client confidenceTracks project deliverables and reports on insights to leadership with the helpof detailed logging and self-made documentationResearched and delivered 4 presentations on product functionality, bestpractices, and new features for internal and client instructional purposesPrimary trainer for 8+ new associates with the highest number of case assistson the team monthly and excellent internal feedbackAccurately troubleshoots technical issues, performs quality assurance testingand file reviews, and defines software requirements for bug fixes

Sandy Springs, Georgia, United States

-Developed, built, and maintained referring veterinarian relationships through on-site visits, continuing education, and email campaigns-Solved any issues regarding communication or client experience within referring community in an expeditious manner-Updated information in Salesforce database, such as changes in management or staff veterinarians in referring community-Planned and executed monthly onsite events by sending Constant Contact invitations, designing goodie bags, and arranging catering-Kept track of new clinic openings in area, sent welcome gifts, built relationships, and educated about services at BluePearl

Sandy Springs, Ga

Prepared and requested medical records prior to appointments and located charts for approximately 20 doctors per day.Responded to medical record requests from internal and external sources, appropriately and accurately sent patient records to referring veterinarians and pet insurance companies.Built and maintained relationships with referring veterinarians and client services staff through open and regular communication.Prepared medical records for legal requests for Hospital Administrator.

Sandy Springs, Ga

Promptly processes accurate and thorough admission and check out procedures, including collection of associated fees. Assesses, immediately upon arrival, each client’s unique need, as well as the pet’s general condition. Determines whether an emergency arrival is a “stat” versus “standard” emergency. Acts as a liaison to clients, frequently keeping them informed of delays. Connects clients with other associates to facilitate answers to questions.

Assisted office manager with operations, supply ordering, and maintenance. Responsible for use, upkeep and maintenance of office equipment. Assisted residents in solving problems or directed to appropriate persons. Sorted and distributed incoming mail to appropriate persons. Managed technical support for residents in solving online payment issues. Responsible for mailing and shipping of documents and packages. Completed special projects as assigned, such as planning events & researching. Managed calendar for conference and onsite training rooms. Efficiently managed multi-line phone system and directed calls or distributed messages when appropriate.

Smyrna, Ga

Exceeded client expectations professionally and efficiently to answer questions about veterinary care and medicine, schedule appointments, check in for appointments and surgeries, refill medications, and other client assistance as needed. Maintained appointment schedules for the doctor and multiple technicians. Maintained client records, biographical data, correspondence and medical database with AviMark, email, and other programs. Answered multi-line phones, processed transactions, and maintained front reception area.

Provided high quality customer service – educating and advising customers for their technology product needs and assisted customers in resolving problems. Processed sales, returns, exchanges and special orders.