Manager of Customer Care

• Apr 2021 - Present

Director of Customer Care

• Jun 2019 - Mar 2021

Successfully transitioned Customer Care team from Canada to US based office. Lead the team to deliver service excellence, maintaining a team customer satisfaction rating of 99.5%. Hired, developed and mentored a best in class customer service department serving as a support agent to sales, marketing and operations. Responsible for creating work flows to minimize response time for Asia from two weeks to 24-48 hours and average resolution time for North America to 3.1 hours. Implemented strategic processes to support a 23% increase in the number of support tickets, resulting in a 45% decrease in average time to resolution. Project Lead for the design and implementation of NetSuite cloud based ERP software solution. Served, as the voice of the customer, communicating and participating in cross-departmental discussions and providing input on customer needs, product trends and malfunctions. Managed all facets of customer retention including participating in the resolution of customer concerns and defining and developing a customer contact strategy. Served as the primary escalation point, establishing communications practices and de-escalation procedures that maintained a favorable company reputation. In collaboration with quality, lead the development and implementation of customer complaint processes including phone troubleshooting / triage and escalation paths to identify, trend and resolve systemic failures. Worked closely with the finance department to implement practices that drove predictability in accounts payable through the establishment of payment practices that best suited the needs of the business. In close collaboration with Marketing and Operations, developed, implemented, reviewed and processed warranty claims. Fostered cross-departmental communications regarding order status, shipping dates, product availability and back orders. Show less

General Manager / Dental Lab President

• Jan 2008 - Jun 2019

Recognized and awarded for excellence in customer service and support. Directly responsible for assisting in growing customer base by 70%, increasing average monthly lab ordering by 40%, and improving customer retention from 55% to 93%. Developed and implemented an automated complaint filing system that resulted in a higher awareness of internal and external issues and shorter turnaround time in fixing these issues. Since the incorporation of this system, issues on packages shipped have lowered to 0.5%. Manage 50 employees within internal and external customer facing groups at the MicroDental flagship, including dental services, technical services, production support, case entry, and express delivery. Assist in the management of client contracts, collaborating with internal team to ensure all processes and procedures are being followed. Implement industry best practices and new business processes and procedures; communicated to executive management, cross functional departments and product teams about new procedures to ensure buy in and sponsorship. Facilitate new lab integration to ensure the implementation and understanding of standard lab structure, pricing, processes, and systems. Show less

Director of Purchasing & Logistics | DDS | DMD| Oral Surgeons

• 2006 - Jan 2008

Responsible for managing a product line of $5M+ annually.Managed product-vendor relationships, processed QVC purchase orders, communicated QVC airings and revenues to the finance department, and coordinating logistics.Responsible for providing financial tracking, auditing, and budgeting.Supported inventory management and processed replenishment orders for 20 corporate owned whitening spas.Collaborated with executive management and operations regarding future strategies, budgets, and inventory. Show less

Manager of Associated Center Operations

• Jan 2003 - Jan 2006

Increased sales by 52% while managing five inside sales and relationship account managers, and administering targets for a domestic network of over 3000 dental offices.Developed a simplified leasing program which helped expedite the new associated center on-boarding process, which created faster implementation and faster revenue generation.Responsible for coordinating orders, technical assistance, and device management for client base in Japan.

Manager of Customer Service

• 1999 - 2003

Supervised 30 employees on the customer service team and implemented One Call Resolution, which empowered team members to resolve most complaints on the spot, resulting in higher customer satisfaction.Responsible for recruiting activity of Sales Center employees, including interviewing, hiring, and training 45+ associates. Participated in the evaluation of staff performance, including call monitoring, performance modification plans, and employee recognition. Implemented team building programs, such as peer review groups and group outings, helping with employee retention, more effective collaboration, and a more engaged, productive team. Managed scheduling for 3000 Associated Center dental offices and 20 corporate-owned whitening spas.Assisted in the implementation of an online booking feature, creating a more streamlined process for participating associated centers and more convenience for whitening customers. Therefore, increasing these appointments by 60%.Responsible for gift certificate and Smile Forever program management, as well as marketing campaigns for these programs, increasing sales of returning clients by 40%.Responsible for payroll and sales reporting. Show less