Ellaina Hittner

• Coverage - primary for any tasks that are not able to be completed.
• Runs the task list. (Assign daily tasks and ensure they are done in a timely manor)
• Coaching and training of staff.
• Implement the Learning grid to track training.
• Communicating daily mail center task schedule to staff.
• Maintain Performance Metrics logs.
• Maintain Performance Metrics emails.
• Assign work to ensure the prompt and efficient processing of incoming and outgoing mail for DMV Headquarters. -Primary
• Maintain expert knowledge and ability to perform each job task in the Mail Center to provide training and ongoing instruction.
• Monitor and evaluate unit service levels, making necessary shifts in workload as directed by the Mail Center Unit Supervisor.
• Inform the Mail center Unit Supervisor / Tech of work process related issues in the unit.
• Inform the Mail center Unit Supervisor / Tech immediately of mail delivery issues, e.g. late arrival of mail from DAS, mail not being sorted in time for scheduled mail delivery times, etc...
• Maintain unit reports.
• Communicate with internal and external customers on matters that arise in the Mail Center and respond as directed by the Mail Center Unit Supervisor. - Backup
• Assist in resolving issues with customers, other work units, and other agencies by providing or requesting information, and responding to questions and/or complaints upon the direction of the Mail Center Unit Supervisor. - Backup

-Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets.

-Managed Days with three Veterinarians, six veterinary assistants and three receptionist on staff efficiently, whilst meeting pet number production goals.

-Educated Customer service representatives, veterinary assistants, and onboarding veterinarians (students/seasoned) on proper medical care procedures and pet care protocols.

-Monitored up to 12 animals in post-operative care unit for anesthesia recovery, vital signs and activity levels.

-Assisted, monitored anesthesia and prepped patients for surgical procedures such as pyometras, amputations (limbs and digits), dental extractions, mass removals (oral and dermal), spays, neuters, cryptorchid, mass removals, foreign body removals, bowel resection and nares resection.

-Prepped and placed catheters on felines, canines and avians.

-Kept work areas clean, organized and safe to promote efficiency and team safety.

-Administered routine, post-operative and daily treatments to animals under direction and supervision of veterinarian.

-Triaged incoming patients to determine treatment plans and urgency of care.

-Assisted in up to 20 in room exams daily. This consisted of mixed preventative care, injury, illness and emergent exams.

-Provided exemplary customer service to owners by answering animal health questions and educating about positive animal care practices.

-Collected and prepared specimens and samples for internal and external laboratory analysis.

-Assisted veterinarian during immunologic, medical, surgical and diagnostic procedures. Such as but not limited to glucosecurves and seizure monitoring (neurological conditions).

-Recorded symptoms and documented medical observations to inform treatment decisions.

-Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

-Answered customer telephone calls promptly to avoid on-hold wait times. Managing 50+ phone calls daily with a multi-line telephone system.

-Consulted with outside veterinarians/clinics and pharmacies to resolve discrepancies and/or obtain medical records.

-Cultivated customer loyalty, promoted repeat business and improved patient retention.

-Fielded customer questions regarding available over the counter medications, Wellness Plan sales, current prices and upcoming company changes.

-Exhibited high energy and professionalism when dealing with clients, patients and staff.