Ed M. Email & Phone Number

Natick, Ma

• Assist internal and external stakeholders with simple and complex inquiries on licensing policies, product, contact, account management transactions, and credit card orders processing for both local and international customers.• Build connections with internal and external customers to ensure successful product usage by foreseeing potential issues and presenting solutions.• Perform as a Team Leader and handle license model questions and workflows queries. Train new hire employees on procedures, workflows, and serving as a new hire buddy with emphasis on best practices. • Function as a Subject Matter Expert on Process Improvement project for the creation of a Sales Phone Queue.• Participate in UX design reviews and usability tests for new features and applications, including application rollouts.• Discover potential problems and bugs on new features and applications and recommend corrections.• Join dual-role onsite training on software installation and activation processes with the Installation Support Team.• Operate with the Education Marketing Team to manage student competition software distribution. Conduct export compliance reviews, ensure conformity with the competition scope, and evaluate individual team license requests.Key Accomplishments:• Achieved and exceeded weekly, quarterly, and yearly SLA goals. Completed over 30,000 cases since the hire date and attained a net promoter score of over 70%.• Improved interdepartmental communications, streamlined sales qualification process, and reduced the interval between quote requests from 1 week to 24 hours.• Spearheaded an RCA-CM project and redesigned the Customer Service and Installation Support Webforms resulting in enhanced customer experience and increased client satisfaction.• Authored and revised workflow documents that redesigned department workflows.

Shrewsbury, Ma

• Conducted daily safe counts, including balancing and handling petty cash disbursements.• Verified and audited payroll hours and punches.• Prepared and calculated daily cash and check deposits

• Supported and trained new sales staff.• Provided information and product advice to customers and utilized product knowledge to drive sales.• Merchandised and displayed new products while monitoring inventory levels.• Regulated and enforced safety standards during supply offloading and ensured organized stock room.

• Supervised and trained 4 cashiers and monitored associate transactions daily to warrant compliance on discount policies and procedures.• Resolved customer service concerns while maintaining corporate standards.

• Analyzed 15 carriers’ policies offers based on customer needs and budget to determine the most cost-effective insurance solution.• Received high volume of inbound and outbound calls, averaging 60-80 calls per day.• Negotiated challenging sales situations with customers.

• Accumulated confidential patient accounts into the database and updated and managed patient records according to the HIPPA standards for a mid-sized dental practice.• Developed treatment plans and coordinated patient care strategies, as well as classified insurance billing coverage and aided with claim dispute resolution.• Balanced patient ledgers and functioned as a primary point of contact for billing inquiries. • Oversaw multiple care providers’ schedules simultaneously to maximize profitability.