Experience

Heidelberg Engineering

• Germany
• Medical Equipment Manufacturing
• 100 - 200 Employee

• Customer Care Manager

  • Sep 2015 - Present



Dentsply Sirona

• Medical Device
• 700 & Above Employee

• Customer Relations Manager

  • Jul 2004 - Jun 2015

  Built the Customer Service department from 4 to 40 staff members. Managed Customer Service Representatives focusing on exceptional service when assisting customers and outside sales force located throughout the US and Canada processing orders via fax, electronic mail and telephone. Managed technical support staff assisting dental clinicians with digital solutions; guided software for assistance in planning, drilling and implant placement as well as custom CAD CAM technology, including remote scanning. Developed and maintained measurements to monitor and improve customer service levels and employee performance by monitoring the ACD (Automatic Call Distribution) queue, ensuring customer’s wait time is minimal while achieving acceptable service level targets. Show less



AECOM

• United States
• Civil Engineering
• 700 & Above Employee

• Manager, Computer Help Desk

  • Aug 2000 - May 2004

  Developed a Help Desk environment; hired staff and wrote policies, procedures and service level agreements. Developed documentation to assist in training and ensure consistency in service. Developed intranet web sites assisting customers with frequently asked questions, and posting of technical documentation for use within the department. Managed Help Desk personnel providing “help desk” support to ENSR International employees throughout the United States as well as European locations. Also managed “second level” desktop staff providing support to the home location. Show less



Staples

• United States
• Retail Office Equipment
• 700 & Above Employee

• Supervisor, IS Support Center

  • Sep 1999 - Aug 2000

  Supervised IS Support Center Specialists providing 24X7 telephone “help desk” support to the Staples Retail Stores, Warehouses, Distribution Centers and Corporate customers located throughout the US, Canada and Europe, ensuring adequate staffing to manage a weekly call volume of approximately 4500 – 5000 calls. Supervised IS Support Center Specialists providing 24X7 telephone “help desk” support to the Staples Retail Stores, Warehouses, Distribution Centers and Corporate customers located throughout the US, Canada and Europe, ensuring adequate staffing to manage a weekly call volume of approximately 4500 – 5000 calls.



Fallon Healthcare System

• Manager, Technology Support Center, Security Administration

  • Jan 1995 - Sep 1999

  Managed Support Specialists providing telephone support for users within Fallon Clinic, Fallon Community Health Plan, St Vincent Hospital and Clinitech Laboratories, defining and monitoring service levels. Produced weekly and monthly reports on various statistics; system down time, average response time, total calls by company, open calls, closed calls, and weekly calls referred to other IS groups

• Information Center Trainer II

  • Oct 1993 - Jan 1995

  Instructed all levels of Fallon Clinic, Fallon Community Health Plan, and St. Vincent Hospital staff on computer applications, such as appointment system, transcription, medical records for clinicians, radiology and pharmacy applications as well as voice mail and telephone use.Participated in the development of new applications, including development and submission of mainframe application enhancements, developed end-user technical documentation and designed class flow.