Clinical Support Team Lead with Leadership & Coaching

ST

SAMANTHA THAXTON

******************@*****.*** 412-***-**** Canonsburg, PA 15317

Passionate about helping others improve and succeed, I bring a diverse skill set in patient care, team leadership, and coaching. I am dedicated to creating an environment of support, collaboration, and growth, whether in clinical settings or customer service roles. My goal is to continue growing in leadership positions where I can make a positive impact on both individuals and teams.

Skilled Support Team Lead with comprehensive background in customer service management. Strengths encompass conflict resolution, problem-solving and staff training. Demonstrable impact in previous roles includes enhancing team productivity, improving customer satisfaction rates and implementing efficient work-flow strategies. Possess strong leadership qualities, communication skills, and adaptability. Multi-talented support specialist effective at managing information, technical concerns and team member support needs with speed and efficiency. Self-directed and knowledgeable with excellent relationship building and critical thinking skills. Bringing several years of experience in technology. Leadership

Coaching

Communication

Invisalign

Orthodontics Expertise

Team Collaboration

Cross-Department Communication

Data Tracking

Reporting

Customer Service

Patient Care

Team leadership

Performance management

Quality assurance

Salesforce administration

Time tracking

Customer support

Cross-department collaboration

Clinical documentation

Metrics monitoring

Effective communication

Problem solving

Coaching and mentoring

Team management

Empathy and patience

Documentation and reporting

Customer service

SLA compliance

Remote support

Collaborative team player

Time management

Dentsply Sirona

Clinical Support Team Lead

04/2023 - Current

Lead and manage a team of 9 specialists, ensuring the team meets or exceeds performance and quality goals on a quarterly basis. Provide guidance and feedback on performance through regular 1:1 syncs and team-wide coaching sessions.

Monitor team performance using tools such as Calabrio and Salesforce, ensuring metrics and KPIs are achieved.

Offer individual case support, troubleshoot challenges, and provide recommendations for improvement.

Ensure accurate tracking of time off, time corrections, and payroll issues through ADP.

Implement quality assurance coaching to ensure the team remains aligned Summary

Skills

Experience

with updated policies and standard operating procedures (SOPs). Foster an engaging and supportive work environment by ensuring team members' feedback is heard and acted upon.

Create detailed reports in Salesforce for tracking individual and team progress toward metric goals.

Collaborate with other departments to ensure timely and clear communication of policy updates and procedural changes and take ownership of implementing them within deadlines.

Dentsply Sirona

Senior Clinical Support Specialist

01/2022 - 04/2023

Provided outstanding clinical support for customers utilizing Salesforce and Teams.

Provided effective communication with customers, the clinical support team, and across departments was essential.

Helped support leadership with teams' questions to best support the customers.

Collaborated on meetings to support our team with new ways to improve our company and our customers overall experience.

Pa Cyber Charter School

Miranda Hall, 615-***-****

Kylie Bogoevski, 720-***-****

Education and Training

References

Contact this candidate