Eren Jeffcote
Instinct Science
Germantown,MD
1
Certification
6
years of professional experience
Business graduate and veterinary operations professional with experience spanning specialty referral medicine, customer success, and process improvement. Known for simplifying complex workflows, mentoring team members, and developing systems that improve efficiency and client satisfaction. Experienced collaborating across clinical, operational, and technical teams while maintaining a compassionate, solutions-focused approach in fast-paced environments. Passionate about helping organizations deliver exceptional service through strong communication, continuous improvement, and thoughtful leadership.
Work History
Support Specialist - Remote
1 Year 5 Months- Maintained a 100% customer satisfaction (CSAT) rating while supporting veterinary hospitals nationwide across phone, chat, email, and social media in a fast-paced SaaS environment.
- Managed 180+ client interactions each month, resolving complex software, workflow, and implementation issues while building trusted relationships with veterinary teams.
- Led onboarding and training for new clients by developing customized educational resources, inventory setup spreadsheets, and implementation guidance that improved adoption and reduced confusion.
- Identified operational inefficiencies and developed AI-powered workflow automation tools that significantly reduced manual onboarding tasks and improved internal efficiency.
- Created knowledge base content, onboarding documentation, and support resources to improve team collaboration and empower both clients and coworkers.
- Collaborated across Customer Success, Product, and leadership teams to improve processes, enhance the customer experience, and support organizational initiatives during two company mergers.
- Served on the CARE Team, contributing to employee engagement initiatives and creating branded educational and seasonal content aligned with company standards.
Referral Coordinator/Client Services Member Representative
3 Years 4 Months- Coordinated specialty referrals, emergency cases, medical records, scheduling, treatment estimates, and communication between clients, referring veterinarians, specialists, and emergency clinicians in a high-volume referral hospital.
- Trained and mentored newly hired front desk and referral staff on hospital workflows, referral coordination, client communication standards, and daily administrative operations.
- Designed and implemented a hospital-wide communication tracking system that improved accountability, streamlined interdepartmental communication, and reduced missed client follow-ups.
- Managed 75–100+ client calls daily while prioritizing urgent referrals, handling financial transactions, resolving escalated concerns, and providing compassionate support during emotionally challenging situations.
- Partnered with a board-certified veterinary nutritionist and the National Veterinary Associates marketing team to develop branded client education materials that supported community engagement and hospital outreach.
- Built collaborative relationships across clinical and administrative departments to improve workflow efficiency and ensure continuity of patient care.
Receptionist
8 Months- Managed front desk operations for a busy general practice veterinary hospital, coordinating appointments, surgeries, client communication, and medical record accuracy.
- Processed payments, balanced daily financial transactions, managed prescription requests, and assisted with insurance documentation.
- Cross-trained to support veterinary assistants by preparing laboratory samples, assisting with patient restraint, and supporting clinical workflows during busy periods.
- Delivered compassionate service while educating clients on preventative care, medications, and post-appointment instructions.
Barista/Stand Manager
11 Months- Managed daily operations including cash reconciliation, bank deposits, inventory management, and quality control.
- Oversaw daily operations, ensuring accurate cash reconciliation, timely bank deposits, effective inventory management, and consistent quality control.
- Partnered with leadership to design seasonal beverage offerings, enhancing customer experience across multiple company locations.
- Created and managed local social media content and promotional campaigns, delivering exceptional customer service in a fast-paced environment.
Education
Bachelor of Science - Business Administration
- 3.6 GPA
- Undergraduate in Marketing
Associate of Arts - Business Fundamentals
- 3.5 GPA
Skills
Client Experience
Referral Coordination
Veterinary medicine expertise
Veterinary Software Support
Workflow Optimization
Process Improvement
Operational Efficiency
Medical Records Coordination
Employee Onboarding
Customer onboarding
Customer Support
Conflict Resolution
Software proficiency
Certification
Washington Veterinary Medication Clerk Registration (2023–2025)
- Completed Washington Department of Health board-approved training program in veterinary pharmacy procedures, medication handling, dosage calculations, labeling, packaging, inventory management, and applicable pharmacy laws.
Timeline
Support Specialist - Remote
Instinct Science
12.2024 - 05.2026Read More
Referral Coordinator/Client Services Member Representative
Summit Veterinary Referral Center
07.2021 - 11.2024Read More
Receptionist
Firgrove Veterinary Hospital
11.2020 - 07.2021Read More
Barista/Stand Manager
Cafe Elite
12.2019 - 11.2020Read More
University of Phoenix - Online
Bachelor of Science from Business Administration
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University of Phoenix - Online
Associate of Arts from Business Fundamentals
Read More