Technical Support Customer

**** ** ****, ***** *****, UNITED STATES, *****

***********@*******.*** • 319-***-****

ANNETTE KAYSER

Manager Technical and Customer Support

PROFESSIONAL SUMMARY

Managed high level support functions, technical knowledge, and training with 12+ years of experience in the medical and dental device industry and background in dental technology.

Adept at driving 100% clinical improvements and sales through expert support and training in digital scanning.

Record of excellence with NAM clients with a 90% improvement in clinical workflows and deep product knowledge of SomnoMed’s oral devices.

Built technical support knowledge, working with sales, systems, and teams that engage and retain client trust, resulting in a 20% increase in order submissions YOY.

Ability to analyze data, set guidelines for order quality and gains in overall sales revenue.

EMPLOYMENT HISTORY

Manager, Clinical/Technical Support and Training Jan 2017-Apr 2024

SomnoMed, Inc. Plano, TX

Implemented onboarding initiatives for internal and external stakeholders.

Monthly reporting on successful completion and effectiveness of training formats.

Cross-functional cooperation and communication across departments with the goal of sharing information and enhancing all services.

Utilized ERP and CRM systems for comprehensive documentation and tracking. (SalesForce/NetSuite)

Guided new customers through digital requirements and advised on products. Provided extended support enhancing stakeholder understanding and competence.

Able to drive improvements through data driven analysis.

Oversight of product and service complaints and processes, coaching teams for effective solutions and high customer satisfaction levels.

Fostered cross-functional partnerships to elevate the visibility of escalations within all departments, serving as SME and key liaison for complex, KOL, and/or high-volume stakeholder issues.

Commercial Accounts Administrator-External Fixation 02/2014–10/2016

Orthofix, Lewisville, TX

Regional customer service and support for incoming orders of external fixation surgical and instrument trays.

Conducted detailed accounting and reconciliation processes per BOM for returned trays, enhancing, and tracking inventory accuracy.

Provided customer training with demo trays and detailed informational reports.

Organized and reconciled shipped trays, reducing discrepancies, and improving efficiency.

Fostered strong relationships with internal teams and external clients, ensuring seamless communication and coordinated efforts in tray management.

LABORATORY MANAGER, TECHNICAL SUPPORT Jun 2008 - Oct 2013

OPERATIONS

SomnoMed North America, Plano, TX

Implemented and managed quality control program for laboratory.

Updated SOPs and WIN docs to reflect new and current laboratory processes.

Trained lab technicians on manufacturing and design processes for new devices.

Executed laboratory remodeling project, trained, and implemented new documentation practices.

Collaborated with Sales to capture national accounts for new device fabrication.

Spearheaded laboratory conversion project to an ISO 13485 medical device manufacturing lab.

Optimized laboratory workflow through strategic task delegation and priority setting, significantly reducing service turn-around times by 50%.

Led technical support initiatives, driving consistency, speed, and quality of service in device manufacturing processes.

Hiring technicians and tracking performance, KPIs and continuing education

EDUCATION

Bachelor of Science: Business Administration

Jan 2005-May 2007 Graduated with honors.

Upper Iowa University

Fayette, Iowa

Associate of Arts

Aug 2001-Dec 2004 Graduated with honors.

Hawkeye Community College:

Waterloo, Iowa

MEMBERSHIPS

Worldwide Women's Association APR 2024–Present

Certified Dental Technician (Crown & Bridge) JUN 1994 – Present

National Board for Certification in Dental Laboratory Technology (NBC)

National Dental Laboratory Association (NADL)

SKILLS

Microsoft Office Suite

Class II Medical Devices,

Dental Sleep Medicine,

Dental Technology,

Technical Writing,

Cross-functional Collaboration

Training and Remote meetings,

Implementing new processes,

Virtual Training, Coaching/Mentoring,

3-Shape Training

LINKS

LinkedIn profile: https://www.linkedin/in/.annettekayser.com

Earlier Employment:

Eclipse Dental: Waterloo, Iowa

Crowns byBox: Waterloo, Iowa

Cedar Valley Dental Lab: Waterloo, Iowa

Mid-America Dental Studio, Waterloo, Iowa

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