ABOUT EMS, INC
EMS, Inc. is a full-service contact center providing superior outsourced customer support. We pride ourselves in going above and beyond to ensure our clients receive world class service. We target technical support and customer care programs but have the experience and expertise necessary to handle any type of program requiring support services. At EMS, we pride ourselves in being more than the average answering service. EMS was founded in 1998 by Mitchell D. Johnson with the vision to provide superior live chat and email response services for numerous companies’ customers. Years later we have evolved into a full service customer contact center and continue to provide superior services. EMS specializes in “Humanizing Customer Service” by providing timely, personal responses to customer questions and has become a recognized leader in customer service outsourcing. Our goal is to make outsourcing easy for our clients.
EMS is privately owned and centrally headquartered in Omaha, Nebraska. We provide our clients with accent neutral multi-channel customer care solutions. Our end-to-end customer service offerings include: inbound and outbound telephone services, e-mail response and support, CRM solutions, consulting, IVR, live chat, fulfillment and direct marketing. EMS representatives are available 24 hours a day to supply your customers with the help they need when they need it.
EMS Core Values
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
EMS Management Team
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, SHRM-SCP Director, Human Resources
Ms. Fleharty has extensive experience leading and directing Human Resource services including talent acquisition, performance management, integrating new employees, designing total employee rewards, employee relations, organizational development, training, ergonomics, safety, payroll and managing legal compliance. Phyllis, and the entire professional HR staff at EMS, has demonstrated the ability and expertise in recruiting a high performance workforce to meet the critical demands for business growth. Ms. Fleharty is actively involved in the Society for Human Resource Management (SHRM), as well as the Human Resource Association of the Midlands (HRAM) where she held several executive positions, including President.
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.
Matt Kurtz Director, Reservations Operations
Matt has 20 years of call center experience in hospitality, market research, and medical transportation. He works directly with our hospitality clients to ensure that we consistently meet and exceed service levels for our central reservations operation. His areas of expertise include operational management, client support, project management, personnel development, and reporting. Matt oversees all aspects of the call center operations for all of our hospitality clients.