Kayla Metzger
Pennsylvania Furnace
Summary
Enthusiastic Field Support Representative with talents for team building, leading and motivating, as well as excellent relationship-building skills. Dedicated to partnering with colleagues to cultivate a positive work environment, empowering employees to grow, boost their performance, and meet their goals.
Overview
11
11
years of professional experience
Work History
Field Support Representative I
IDEXX Laboratories
02.2022 - Current
- Building and nurturing trusting relationships with veterinary practice decision-makers, associate veterinarians, and veterinary support staff
- Delivering high-quality training sessions to customers to promote and increase utilization of both in-house and IDEXX reference lab diagnostic offerings
- Collaborating with Veterinary Diagnostic Consultants, Professional Services Veterinarians, IDEXX customer support, and extended ecosystem to meet regional goals, supporting an overall $3.2M TRG increase across both territories between the 2022 and 2023 fiscal years
- Offering coaching and peer mentorship to new team members
- Providing support to open territories (including Harrisonburg, VA; Fredericksburg, VA; Baltimore, MD; Hunt Valley, MD) by collaborating with associated Veterinary Diagnostic Consultant, Regional Field Support Manager, and Field Support Representative team to arrange on-site coverage and continued remote support
- Collaborating with Regional Field Support Manager and other peer mentors to support new hire training plans aligned with organizational goals
Veterinary Technician
VCA Metzger Animal Hospital
02.2019 - 02.2022
- Educated clients on discharge instructions following appointments or surgical procedures, ensuring clear understanding of medications, continued care needs, and follow-up recommendations
- Performed venipuncture, IV, and sampling catheter placements
- Induced and maintained patients under sedation and anesthesia
- Collected blood, fecal, and urinary samples for laboratory analysis
- Obtained diagnostic radiographs
- Triaged incoming patients to determine treatment needs and urgency of care
- Obtained patient history during routine and illness exams
- Administered CRIs, medications, and vaccinations to inpatients and outpatients under supervision of attending veterinarians, ensuring proper dosage and administration techniques
- Assisted in surgical procedures, ensuring a sterile environment and properly handing instruments to the veterinarian as needed
Client Service Representative
VCA Metzger Animal Hospital
06.2016 - 02.2019
- Enhanced client satisfaction by addressing inquiries and resolving concerns promptly
- Delivered outstanding customer service by maintaining a professional demeanor during emotionally charged situations
- Maintained EMRs with detailed records of client interactions, to facilitate a better understanding of future needs and preferences
- Reduced wait times for clients by implementing efficient scheduling, check-in, and check-out guidelines with the CSR team
- Provided comprehensive training to new hires, in addition to compiling a training manual, ensuring consistent quality across the CSR team
Public Relations Chair
Students Advocating for Disability Awareness (SADA)
09.2013 - 05.2014
- Publicized organization fundraising events via broadcasted local news interviews
- Organized multiple fundraising events
- Developed and maintained strong media relationships for increased positive press coverage and community awareness
- Created engaging multimedia content, including newsletters and infographics, for use across digital platforms
Education
B.S. Animal Science -
The Pennsylvania State University
University Park, PA05.2016
Skills
- Time Management
- Remote Support
- Verbal and Written Communication
- Territory Management
- Motivational Skills
- Proficient in MS Office
- Relationship Building
- Cross-Functional Collaboration
- Client Relationship Management
- Proofreading
- Multimedia Content Creation
- Attention to Detail
- Pharmacology knowledge
- Chronic and acute conditions
- Medical Recordkeeping
Accomplishments
- Supported overall TRG growth by $3.2M during my time as an FSR in the Hagerstown, MD and State College, PA territories
- Nationally and regionally recognized at the 2022 NACC for collaborative work on the Rosebird Veterinary Center competitive IHD win
- Mid Atlantic APEXX award winner Q2 2022
Timeline
Field Support Representative I
IDEXX Laboratories
02.2022 - Current
Veterinary Technician
VCA Metzger Animal Hospital
02.2019 - 02.2022
Client Service Representative
VCA Metzger Animal Hospital
06.2016 - 02.2019
Public Relations Chair
Students Advocating for Disability Awareness (SADA)
09.2013 - 05.2014
B.S. Animal Science -
The Pennsylvania State University
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