• Assisted with the cross-selling of pet food, medication, and veterinary services.• Reached out to clients for pets with outdated vaccines.• Created quotes for veterinary procedures and services.• Fielded customer satisfaction issues and quelled objections to policy, procedure, and price.• Managed referral system.• Oversaw returned mail, updated client information, and inactivated charts in CRMs. • Processed and imported patient lab work including blood, urine, and stool testing. • Systematized reminder cards and coordinated more professional looking postal reminders through VetStreet. • Organized several promotions including new client gift bags including items branded with practice information.• Member of numerous committees (New Client Committee, Employee Benefit Committee, etc.)• Consistently completed administrative and medical related education through Idexx Learning Center.• Accomplished the above in addition to daily duties (customer service, checking in and out, phone calls, etc.)

• Troubleshooting calls for general Membership, Customer Login, and Product Support.• Placing orders for products and solving issues with shipping company if issues arise.• Creating and processing Membership orders. Handling payments regularly. Ensuring receipts are emailed.• Managing and fixing information in Salesforce (CRM).• Constructing numerous training documents and training presentations.• Solving complex Customer Login issues including community hub enabling them in Salesforce, correcting/changing their Okta email address, etc.• Setting up, troubleshooting, and filing new hire accounts in Salesforce.• Taking a great volume of FreshDesk tickets and resolving customer concerns.• Navigating the LMS to ensure quality of service.• Assisting with creating Member-in-Training (student) accounts and troubleshooting issues.• Conducting testing of new features for IT/Accounting as needed.• Monitoring various Outlook inboxes for communication.• Locating and merging duplicate accounts daily.• Setting up Products in Salesforce for our members.• Helping customers in claiming CME (educational credit) and solving issues that go along with this.• Screening and processing a large number of Membership applications daily.• Undertaking placement of large amount of complimentary orders as given from our Ed Center team.• Resolving group billing issues as they arise.• Sorting out problems with State chapters.• Fielding customer satisfaction issues and quelling objections to policy, procedure, and price.

• Swiftly served both customers and the Federal Sales Team as their main contact while consistently upholding a service-oriented attitude. • Worked extensively in Salesforce and created many needed reports. • Constructed lengthy quotes for up to 10 million for myself (renewals) and the Federal Sales Team to recommend to our customers, including quotes with proration and subscription pricing. • Processed credits and rebills and handled other Finance related issues including collection calls. • Order management and fulfillment was a huge aspect of this role. • Completed RMAs and issued demo licenses as needed. • Issued invoices to clients/resellers from fulfilled orders.• Completely managed the renewal process from start to finish for our clientele and resellers.

• Calculated and created quotes for the Enterprise Renewals Team including quotes with proration and reinstatement.• Audited Enterprise renewal opportunities to ensure everything was captured.• Processed orders as purchase orders came in quickly and accurately. • Engaged with Enterprise level customers, addressing pricing concerns and following up on outstanding quotes.• Worked closely with the Support and Customer Care teams in instances of expired support contracts.• Cleaned data within CRM (Salesforce) to ensure accuracy.• Boosted renewal sales for Captioning products.

• Provided customer centric support and fulfillment solutions to a worldwide customer base.• Delivered outstanding customer service via phone and email on an Enterprise level. Spoke with customers from CBS, NBC, Fox, etc. daily. Able to calm disgruntled customers with ease.• Opened technical support cases for client base and routed the cases to the appropriately skilled technician.• Managed the Enterprise Support Queue, the Captioning Support Queue, the Vidchecker Support Queue, and two Licensing Support Queues all at the same time each day. • Issued a high volume of Enterprise level software licenses / solved licensing issues.• Created a new and effective tracking process for routing cases in a fair manner.• Trained four employees in the Customer Care Specialist role and two as a Licensing Assistant.• Put together multiple training documents on licensing and customer care topics.• Set up Portal access for the convenience of our clients.• Maintained the Monthly Reports that informed upper management of the statistics of the Support Team and the trends regarding number of cases opened vs. sales.• Constantly updated CRM (Salesforce) to maintain integrity of data.• Worked with Sales / Professional Services to open support cases or issue licenses while they were onsite. • Fed leads to the Sales, Renewals and Professional Services departments.• Verified Maintenance and Support was current for all support cases and worked with the Renewal Team when expired.• Maintained databases of Gold and Platinum Customers and scheduled Health Checks with eligible clients.• Worked with the Finance Team on daily payment receivables.• Organized catered meals and the yearly Holiday Party.• Solved all issues with the building staff and Datawatch fobs.

• Processed end customer and partner orders via web and phone.• Resolved Reseller of Record issues.• Handled incoming and outgoing calls and directed them to the Sales and IT teams as appropriate.• Managed customer and partner satisfaction issues.• Solved order processing issues of a technical or product-related nature.• Verified the accuracy of orders and post-order revisions.• Served as a resource on policies, procedures, programs and product offerings.• Performed account maintenance tasks including legal name changes and changes in billing information.• Merged and consolidated accounts.• Managed the Unmatched Check Report ensuring that checks that were applied correctly to the proper accounts.• Ensured that every support order was connected to an opportunity or lead.• Processed the highest volume of orders on the Sales Ops Team by double.