Alexander Denny Email & Phone Number

Minneapolis, Mn, Us

Responsible for overseeing appointment scheduling operations for 500+ retail audiology clinics. Worked alongside clinic teams and regional leadership to implement scalable strategies for maximizing daily patient interactions, revenue opportunities, and omnichannel appointment access. Developed new, actionable KPIs to measure workflow and organizational performance.

Managed all marketing activity for 65+ retail audiology clinics in the US Mountain and Southwest regions. Directed traditional marketing campaigns – direct mail, newspaper, TV/radio, as well as digital campaigns – Facebook, Google paid search. Oversaw $2.4M annual marketing budget, limited marketing spend to 10% of gross revenue and achieved 11% and 6% EBITDA in Q4 2019 and Q1 2020 respectively. Organized 500K contact database into unique consumer segments for drip campaigning. Drafted consumer website content and original marketing copy for traditional advertising channels. Managed relationships with diverse network of vendors.

Developed new customer outreach and telesales teams within Starkey Hearcare’s Customer Care department – areas of specialization: Lead Acquisition (traditional marketing acquisition), Opportunity Development (web-based acquisition), and Customer Outreach (customer retention and reactivation). Converted 80%+ of new customer inquiries into sales opportunities. Oversaw execution of seasonal sales events (Black Friday, Labor Day, etc.) resulting in single-day sales of $1.6M+. Helped to build innovative consumer portal for placing custom hearing aid purchases online. Designed Starkey HearCare’s MS Dynamics CRM and acted as lead administrator. PM’d the API integration between Dynamics and Sycle.net (scheduling and point-of-sale platform). Worked on 3-person task force to draft Starkey HearCare’s brand promises.

Built Starkey HearCare’s central contact center – focused on customer care and scheduling for 300+ retail audiology clinics. Hired, trained and supervised 18 Customer Care Representatives.

Managed appointment schedules for 4-5 retail audiology clinics. Handled verification of insurance benefits and healthcare provider insurance credentialing applications. Cleaned and repaired hearing instruments. Provided outstanding customer care to seniors and veterans referred to our clinics.