Experience

LightForce

• United States
• Medical Device
• 200 - 300 Employee

• Customer Service Specialist

  • Feb 2020 - Present

  Develop deep knowledge of the LightForce software and orthodontic system • Assist sales team in managing case load and ensuring product is satisfactory and timely • Partner with our customers to resolve issues through phone, email and chat • Answer how-to questions and help customers navigate a variety of tools within LightForce • Diagnose issues and engage with our product, manufacturing and engineering teams • Update Knowledge base with content • Use tools such as HubSpot, JIRA, QuickSight, Google Suite and call center platforms Show less



Advance America

• United States
• Financial Services
• 700 & Above Employee

• Sales Manager

  • Mar 2019 - Aug 2020

  Relationship Building /Customer Experience: Build strong relationships with current and prospective customers, in person, in the market and over the phone. Monitor and measure customer satisfaction. Take the lead on case management for delinquent accounts. Product Promoter and Sales Champion: Understand, recommend, and sell financial products and services to customers Holds team members accountable to individual and center goals Trains and coaches team members on effective sales techniques Educates new customers on product offerings and associated benefits Cross sells core/ancillary products while center staff completes customer transaction before customer leaves center Marketing: Responsible for the on-going marketing strategy and physical marketing Four Walls Marketing- Inactive calls, cross-selling, professional image. Outside Marketing- Develops marketing plan, tracks marketing success, organizes local store marketing (LSM) and community events, develops effective business partner relationships, etc. Tracks performance of local center marketing programs to determine effectiveness Operations: Responsible for managing the entire P&L to meet Revenue, Expenses and CGP P&L Responsibility: Manages the entire P&L to meet Revenue, Expenses and CGP Understands budgeted financial expectations and implements a strategy to successfully meet or exceed expectations Guides daily, weekly, monthly focus of center goals and objectives Delegates tasks and responsibilities to appropriate team members Training: Instruct and ensure team members are trained and adhere to company policies and procedures Show less



Align Technology

• United States
• Medical Equipment Manufacturing
• 700 & Above Employee

• Customer Service Team Lead

  • Feb 2012 - Apr 2018

  Create an inspiring team environment with an open communication culture Set clear team goals Delegate tasks and set deadlines Oversee day-to-day operation Monitor team performance and report on metrics Motivate team members Discover training needs and provide coaching Listen to team members’ feedback and resolve any issues or conflicts Recognize high performance and reward accomplishments Encourage creativity and risk-taking Suggest and organize team building activities Show less