Experience

Dynarex Corporation

• United States
• Medical Equipment Manufacturing
• 1 - 100 Employee

• Director of Customer Experience

  • Jan 2021 - Present

  In this role, I am responsible for supervising 20 employees, including onboarding and training our international team in the Philippines on customer service and inside sales activities to promote customer loyalty and success. I also lead technical assessments and influence the future lifetime value of customers through adoption, satisfaction, and loyalty. I define and optimize customer lifecycle by launching programs and initiatives to improve engagement approaches based on customer segmentation and leading continuous improvements. Finally, I direct integration and continuous improvement efforts and ensure legal requirements remain met at all times and within all customer-focused systems.My accomplishments include:• I have reduced our manual efforts and implemented new technologies and software to automate processes and save Dynarex resources and time, as well as improve employee performance.• I continuously developed and implemented procedures pertinent to the operation of inside sales and customer service.• I successfully launched an online portal to transition customers to a web-based service.• I regularly implement updates within the customer journey process through marketing, IT, purchasing, and warehouse efforts. Show less

• Manager, Sales and Customer Support

  • Jun 2019 - Jan 2021

  In this role, I led a team of sales and customer support specialists to ensure clients received assistance with technical aspects of products or services. I personally responded to escalated customer support or sales issues and implemented processes to enhance satisfaction. Further, I onboarded and trained teams of sales and customer service progressions and evaluated performance based on evaluation and feedback metrics.My accomplishments included:• I led efforts to maximize customer retention and improve the profitability of the organization.• I seamlessly integrated and cross-trained two fully functional teams into one.• I championed an update on all department policies and procedures.• I created new onboarding procedures to enhance the customer experience.• I launched the entire pricing structure and procedures for the organization. Show less

• Senior Sales Support Manager

  • Jan 2017 - Jun 2019

  In this role, I managed daily operations of sales support functions and oversee resource allocation and workflow for activities, including order processing, RFP response, data collection, and report preparation. I resolved complex customer requests or complaints and implement promotional events to increase sales volumes. I also maximized revenue retention and led strategic teams to create and evaluate goals.My accomplishments included:• I consistently won large numbers of RFPs and bids.• I optimized the use of systems by integrating the RFP information into the company database for future use.• I created a cross-functionality system to share information as needed. Show less

• Senior Sales Support Administrator for Western and Central Regions

  • Sep 2016 - Dec 2016

  Executed strategic sales plans and initiatives of services in the Western and Central regions of the U.S. Assisted in sales forecasting and planning activities, as well as modifying existing products and adding new products to better suit customers. Developed strong relationships with brokers and channel partners. ● Successfully planned and attended National Sales Meetings. ● Directly contributed with growth and maintenance of existing customer accounts.



Feiler Dental Associates

• United States
• Medical Practices
• 1 - 100 Employee

• Executive Assistant

  • Dec 2013 - Sep 2016

  Administrative Tasks: • Formulated and analyzed end-of-month and other financial reports • Manage complex and frequently-changing calendars and scheduling for staff and doctors of three dental offices • Arranged for and scheduled meetings and conference calls, and composed meeting minutes • Excelled with independent work, as well as with responsibilities within team environments • Acted as point of contact for all vendors and clientele; also contacted vendors and negotiated pricing of equipment • Facilitated complete install of dental equipment; this included the removal of old equipment, installation of new equipment, and training of employees on the new equipment • Multi tasked and successfully managed a wide variety of projects simultaneously • Enacted personal and/or confidential projects for the doctor • Helped onboarding efforts via scheduling, interviewing and checking references of new and potential employees • Managed facilities, trained new employees, and created office manuals and SOPs • Engaged in marketing efforts and social media management Sponsor Liaison Tasks: (6 months coverage in addition to Executive Position) • Functioned as liaison for sponsors at NJHPDI • Recognized, developed and maintained effective relationships with all sponsors • Acquired new and existing sponsorships for future courses • Prospected new potential sponsors, and managed relations with existing sponsors • Exercise coordination skills for courses and events, and arbitrated onsite and offsite course pricing for sponsors • Contributed to the planning and development of events and courses • Drew up contracts and invoices for sponsor courses • Created and reviewed all sponsor evaluations • Utilized Excel to create worksheets and workbooks • Prepared classrooms for hands-on lectures at NJHPDI • Reviewed marketing materials, as well as websites for updates • Analyzed existing sponsorships for new methods to maximize sponsor exposure during events. Show less



Bergen Community College

• Education Administration Programs
• 700 & Above Employee

• Executive Assistant to Vice President

  • Sep 2013 - Dec 2013

  • Imparted high-level administrative support for the Vice President of Instructional Effectiveness • Assumed primary point of contact role for internal and external constituencies on all matters pertaining to the VP • Handled telephone correspondence, mail, email, calendars, and meeting notes • Prepared, assembled and distributed all necessary materials for meetings and for executives, deans, faculty and staff • Tasked with ordering office supplies • Teamed closely with executives of the college • Conducted independent research, analysis, and compilation of data from various internal enterprise systems and databases, in addition to creating reports and spreadsheets, and administering office files Show less



EarthCam

• United States
• Software Development
• 100 - 200 Employee

• Administrative Assistant

  • Jun 2008 - Feb 2010

  • Accomplished a variety of executive administrative duties, including answering phones, processing mail, logging data entry of incoming sales calls, providing calendar maintenance for management, handling all domestic and international travel arrangements and accommodations, composed meeting minutes, performed research, and created Excel reports • Assigned sales leads • Generated budget reports • Greeted all existing and prospective clients • Prepared conference room and materials for meetings, and undertook all trade show coordination • Created an organizational method for keeping track of trade show materials, and assisted in designing trade show booths • Crafted and sent out weekly marketing kits • Benefitted marketing department function, including press releases, email blasts, and the creation of flyers and handouts • Assisted with client presentations and meetings • Executed and managed personal tasks for the CEO • Instructed employees for responsibilities in association with sales assistant and administrative positions • Aided interview efforts, and helped make tests/SOPs for new employees • Accountable for ordering office and personal supplies for managers Show less



Bergen Community College

• Education Administration Programs
• 700 & Above Employee

• Technical Consultant

  • Sep 2007 - Jun 2008

  • Upheld maintenance by troubleshooting computers and printers • Conferred with and helped students and faculty with computer program issues • Supported work scheduling for employees • Upheld maintenance by troubleshooting computers and printers • Conferred with and helped students and faculty with computer program issues • Supported work scheduling for employees



Delaware Court Motel

• Fleischmanns, NY

• Assistant Manager

  • Mar 1996 - Mar 2006

  • Achieved daily administrative tasks and operated point of sale machines • Processed orders for office and motel room supplies • Demonstrated excellent customer service, and checked guests into their rooms • Achieved daily administrative tasks and operated point of sale machines • Processed orders for office and motel room supplies • Demonstrated excellent customer service, and checked guests into their rooms