EMS has lent its services and expertise to clients in several industries including: insurance, financial, telecommunications, medical, retail products, wireless and government. Our experience and knowledge of several industries has helped provide our clients a level of service exceeding their expectations. As a member of several industry associations, EMS adheres to stringent performance codes ensuring every client receives superior support.

EMS has an average client tenure of 5 years, with some of our clients receiving our high quality support for as long as eight years. EMS feels every program is a partnership with our client. A few examples of our partnerships are:

The leading manufacturer of computers has been a partner with EMS for seven years and we provide advanced platinum/enterprise technical support, customer service, quotes for repair, RMA Support, and maintain their online knowledge base. We are also a certified maintaining provider and have certified technicians who walk through replacing motherboards on their tablets. EMS provides total email and phone support and continually exceeds SLA's to provide exceptional service to their clients.

We are partnered with a leading manufacturer of scalable data storage solutions and provide complete customer service, Tier I, II, and III technical support and troubleshooting. We also handle web forms, emails, forum monitoring, cases and solutions to provide end-to-end customer support.

EMS works with one of the largest removal companies in the United States, serving over 21 million residential, industrial, municipal, and commercial customers. We handle their customer billing, payment processing questions and assist with informing customers about their Web site self service capabilities.

EMS also partners with an innovative healthcare product manufacturer to provide superior lead generation for their sales team. EMS fills the sales pipeline with qualified opportunities to drive consistent revenue and this manufacturer has seen their sales cycle shorten while their sales numbers increase significantly.

Another program example is our long-term partnership with a leading manufacturer of household products. We provide their total customer relations service. This includes: customer service and support, refunds, product information and assistance with locating the nearest point of purchase.

Every program is unique and has unique goals. We utilize our experience in numerous industries to provide superior customer support to each company we partner with.

Our Management Team consists of highly motivated professionals with extensive knowledge and experience in customer contact centers and telecommunications. They work together to continually provide innovative solutions for your customer contact needs.

Mitch Johnson, President & Chief Executive Officer

Mr. Johnson is the founder of EMS and is heavily involved in every aspect of the organization. He has over 25 years experience in customer service and the telecom-services industry. He harnesses this knowledge to continually lead EMS. Mitch's previous experience includes: Vice President and Director at First Data Computer where he was responsible for new business development and key sector growth, Director of Sales at Teleport Communications Group, and at US West in a sales and marketing capacity.

When Mitch is not at the office, he is actively involved with the American Heart Association, specifically with Congenital Heart Disease, Children's Hospital, Midwest Heart Connection and the St. Augustine Mission.

Timothy J. Jenkins, Chief Financial Officer

As a member of the Senior Management Team, Mr. Jenkins is involved in strategic planning, evaluation and professional development initiatives. He assesses organizational performance against annual budget and our long-term strategy. Timothy is responsible for ensuring our long term business plans align with our budget. This ensures EMS is continually moving down a widening and stable path of consistent growth and success. Mr. Jenkins has served as a Chief Financial Officer as well as the Lead Investment Officer for Private Equity Partners.

Phyllis Fleharty SPHR, Director, Human Resources

Mrs. Fleharty handles all human resources and employees benefit programs for the company. Mrs. Fleharty has over 33 years of Human Resource experience and is able to provide every client with the best representatives available. Phyllis is actively involved in the Society for Human Resource Management as well as the Human Resource Association of the Midlands, including holding 1st, 2nd, 3rd VP, President and Past President positions. Mrs. Fleharty is an Achieved Global Trainer and Birkman Level I certified. She is Lominger Interview Architect, ISO 9001 RAB Certified Lead Auditor, Certified Industrial and Office Ergonomics Trainer and Basic Safety and Radiation Safety Officer. Phyllis has the experience, knowledge and connections to attract and retain the top tier support agents EMS hires. Mrs. Fleharty uses this experience to provide our clients with an extremely strong and professional support staff working on their program.

Paul Staehlin, Director, Operations

Mr. Staehlin oversees all aspects of EMS Operations. Paul has over 21 years of experience developing procedures and personnel in contact centers, including seven years of experience directly working in the telecom industry. He serves as an effective business partner to clients working to achieve program goals. Mr. Staehlin continuously strives to increase your level of service by reviewing data to ensure every account is receiving superior customer service. Paul's areas of expertise include: operational management, customer interaction skills, team building, forecasting, sales training, and order entry and telecommunications systems. Paul oversees all activities involved in management of operation functions, including: all aspects of the contact center floor, the IT department and functions, ensuring a balance of optimum productivity, and service levels, while maintaining operating margins at all times.

Customer acquisition and retention are essential to an organization's success. To run a successful support program, you must have qualified Customer Care Representatives supporting you. At EMS we have the employee resources and human resource experience to ensure our clients receive the best customer care representatives available to help achieve their goals.

One of the primary focuses at EMS is to ensure the working environment is positive and motivating for our greatest assets; our employees. This assures we maintain our superior quality agents. We are very flexible to personal life and strongly encourage continuing education. Schedules are adjusted to accommodate school whenever possible.

Currently, EMS employs agents who are bilingual in English, French, Spanish and German. Additional resources can easily be added to meet language requirements. Other on-site languages can be supported as volume requirements are presented.

Every EMS representative not only receives extensive program training, but also thorough training in customer relationship management. Our representatives, in turn, provide outstanding customer support and enhanced core relationships.

• Respect and Dignity

  • We have trust and respect for all individuals

• Integrity, Honesty and Fairness

  • How we conduct business and interact with people - we keep our promises

• Improvement and Innovation

  • We seek improvement and innovation in every element of our business

• Attitude is everything

  • Every interaction is a chance to make someone's day