Oversees and directs all worldwide customer service activities, including order intake, fulfillment, invoicing, tracking, handling customer inquiries, contract review and negotiation, and ensuring information on all complaints for processing via the quality control system. Support and delight the customer (physician accounts) and patients that contact the department by best addressing any issues/disputes. Duties also include supervising and managing the customer service team, training staff members to provide the highest customer service standards, and ensuring all company policies are followed.

Collaborated with executive management to define, develop and operate a state of the art customer contact center organization in the dental device industry. Work with all levels of management to develop operational processes to support a blended call center environment. Serve as a primary contact for outside sales force to coordinate efforts and successfully respond to matters and requests with appropriate level of urgency. Pivotal leader of 2 departments for both inbound and outbound customer service, and marketing. Designed, implemented, manage, and support continuous improvement in all processes and workflows to enable a high-level of efficient customer contact center. Implemented auto dialing system for outbound team for increased outbound efforts. Facilitated phone call tracking for special promotion for Sales and Marketing by collaborating with IVR vendor to implement tracking of inbound/outbound calls and routing them to different queue. Responsible to hire, train and supervise staff and oversee related operational issues.

Created a process-impelled workflow for sales or telemarketing and leading follow-up and qualification. Training and Developing. Implementing all call scripts for telemarketer’s use with lead generation and qualification for over 40 telemarketer's. Daily interface with Quality Assurance, Sales, and Customer Relations for positive feedback. Managed telemarketers in persuading the customers to buy the organization’s products and services. Interfaced closely with sales department to ensure alignment. Using data driven examines to optimize telesales and telemarketing operations. Maintaining accurate detailed and applicable contact data in the database. Called sales prospect individuals in target industries for qualifying leads and setting up appointments for outside sales force directly. Developed, trained, and managed telemarketing teams.

Drove sales for Commercial advertisement, reviewed and approved deals by all sales associates. Designed and placed advertisement models for classified division. Planned and directed staffing, training, and performance evaluations to develop and control sales and service programs. Assessed marketing potential of new and existing advertiser prepared budgets and approved budget expenditures. Developed strong customer relations internal and external. Ensured employees provided highest standards in customer satisfaction.

Managed a staff of two supervisors, 50-75 transaction representatives to support a growing customer base call center. Managed the customers' relationship by providing service and support and ensuring 100% total customer satisfaction. Monitored the outcomes of daily calls; performed forecasting and analysis of call trends. Motivated the team, interviewed, hired and trained perspective employees. Improved results and enforced productivity standards utilizing company policy. Tracked call center productivity metrics and time frames. Developed and coached staff to meet service objectives.