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Demonstrated experience with Communication.
Demonstrated experience with Organized.
Demonstrated experience with Responsible.
Demonstrated experience with Creative.
Demonstrated experience with Team Work.
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Sales Manager
Lead designer representative for the dental designer software team., Collected quality data points for analysis and incorporated new strategies to enhance results., Evaluated queue times and handling procedures with engineers to identify optimization strategies., Delivered insights on break points in support experiences and reports to executives outlining findings., Audited and analyzed support experiences to improve service quality., Reviewed urgent and critical incidents for service quality against standards., Reported high-visibility cases, escalations and customer trends to management to highlight improvement needs., Captured ticket notes, documented activities and managed lifecycle., Engaged with customers to understand needs, resolve issues and answer product questions., Investigated product concerns and communicated with departments to understand customer issues., Made informed decisions under stressful circumstances., Met and exceeded daily service quality and performance goals., Worked to determine cause of product malfunctions., Remained calm, composed and polite to deescalate aggressive customer behavior., Referred tricky customer issues to designated department for resolution., Generated sales and improved account management strategies through expert KPI analysis., Leveraged expertise in company CRM system to build successful sales pipelines, manage prospects and run reports., Cultivated customer satisfaction by conducting follow up phone calls and on-site visits., Increased client acquisition through winning sales presentations and competitive proposals., Contacted customers to build trust and leverage consultative sales techniques., Coordinated department schedules to meet staffing and resource levels for expected demands., Achieved business objectives for account acquisition, revenue and profit margins.
Customer Support
Resolved customer inquiries, complaints and issues providing insightful solutions., Researched assistance requested and offered accurate information to resolve issues and respond to inquiries., Answered inbound chats to greet and assist customers with various needs and questions., Resolved product and service issues promptly.
Technical Support Specialist
Documented and maintained detailed records of support requests, escalations and actions taken., Scheduled and executed system-wide software installations and upgrades., Guided users through detailed hardware installations and technical fixes via phone call, email and live chat., Drew from extensive programming experience to solve technical problems and provide step-by-step guidance., Coordinated with users and management teams to establish system requirements for specific software solutions., Evaluated functionality and performance of software and hardware recommending improvements and solutions., Communicated clearly asking informed questions and listening actively to provide targeted support for technical issues., Diagnosed program malfunctions, identifying root causes and implementing corrective solutions., Reduced support calls by contributing self-help information, operating tips, FAQs and technical solutions to common problems., Answered user inquiries regarding computer software or hardware operation to resolve problems., Researched new updates, products and changes to best practices.