Project Manager Customer Care

EXPERIENCE

Dental Hygienist, February ****–Present Palm Beach Prosthodontics

Clinical hygienist performing dental hygiene responsibilities

Develop and maintain long-term patient relationships

Increase sales of dental hygiene products and services through patient education

Coordinate treatment plans with patients and doctors for best patient outcome

HIGHLIGHTS:

2020: 118% PTQ patient retention rate

2020: 20% growth in sales of products and services

Successfully managed recommended treatment plans

Sales Executive, January 2015–January 2018 Red Communications, LLC

Specialize in sales and retention of voice and data services

Manage the process of product installation and service with wholesale vendors

Responsible for day-to-day management of third-party administrators (TPA)

Manage pricing with vendors, consultants and brokers

Partner with equipment manufacturers and local markets for service delivery

HIGHLIGHTS:

President’s Club Red Communications - January 2016

Increased revenue by $104K

Grew business by 76% through cold calling, customer meetings and participating in trade shows

Developed great customer relationships with key stakeholders throughout region

Dental Hygienist, September 2011–December 2015 Self Employed

Provide general and periodontal prophylaxis to patients within 5 different locations

Completion of medical data/records for each patient through various dental software programs

HIGHLIGHTS:

Won the Champions Award for XO Communications - April 2013

Averaged increase in profit per dental office of $3K per month

Increased patient referral rate by 21%

Customer Retention Manager, May 2005–September 2011 XO Communications

Responsible for the retention of National carrier accounts in the South Region (FL, GA, TX)

Directly responsible for sales and customer retention of telecom accounts

Routinely prepared and evaluated reports to identify service problems

Collaborated with Senior Leadership, Customer Care, and Operations to ensure service delivery

Develop and focus on increasing business relationships for retention of service

Improving the overall customer experience by aligning internal metrics and empowering the team to improve process

HIGHLIGHTS:

30% increase in customer retention

$360K reduction of profit loss per quarter

Selected to attend XO Communications Managers Program - October 2010

SME: Retention Team Lead, Customer Billing

Won the Champions Award for XO Communications - April 2013

Customer Care Account Executive, January 2000- May 2005 NextLink Communications

Generate sales of telecom services to Fortune 500 companies

Manage new business and contract renewals

Directly responsible for on-time service delivery and customer satisfaction

Maintain cross-divisional relationships and oversee collaboration with sales and senior management

HIGHLIGHTS:

Achieved 100% contract renewal rate

Awarded the NextLink Top Rookie Quarter Award - March 2001

Generated 2.9M in service revenue, exceeded target by 2.2%

Promoted to Account Manager position

Project Manager, August 1997-January 2000 AT&T Local Services

Oversee daily communication with internal and external customers to ensure efficiency of service delivery and operations

Responsible for all service deliveries, repairs and outages throughout region

Generate weekly revenue reports for senior management

Resolve customer billing matters and issue credits if necessary

HIGHLIGHTS:

Enhanced the customer experience by reducing customer wait time and achieved 85% service level

Generated $18M in service revenue, exceeded target by 1.2%

Led a team of 4 Repair Associates

EDUCATION

Associate of Science in Health Science

Graduated May 2011 Palm Beach State College Lake Worth, FL

Bachelor of Arts in Political Science

Graduated May 1997 University of Utah Salt Lake City, UT

Contact this candidate