• Presented Prosthetic products to clinicians, focusing on features and benefits.• Specialized in demoing, programming, and troubleshooting Microprocessor knees and Feet.• Planned, Targeted, and developed the given territory, consistently exceeding growth targets.2023 President’s Club Winner.

• Responsible for all activities ranging from preventative maintenances and service work orders with large contracted commercial customers.• Responsible for budget assessments and periodic reporting.• Managed and motivated nine HVAC / Refrigeration technicians in a given territory. Responsible for schedules, follow ups, parts procurement, and quote development.

• Public Safety position that involved extensive emergency medical training, Public service, hazardous conditions identification and resolution.

• Analyzed, developed, and implemented Avaya VOIP regional call distribution for Customer Service and Inside Sales departments.• Identified processes requiring efficiency improvements and worked in tandem with BIS project management to solve, test, and implement solutions.• Analyzed returned product trends and worked with Sales and Operations teams to focus on key areas of improvement.• Organized and facilitated monthly Customer Service / Operations summit meetings.• Team member of Freight analysis and improvement process.• Global Team member of New ERP project implementation.

• Combined four legacy customer service teams into one location and developed the Customer Service Experience.• Responsible for the development of 30 employees into multi functional teams.• Orchestrated, implemented and trained pre-release functionality into the order entry process decreasing errors by 25%.• Consolidated department processes and procedures, capturing documents into shared intranet site.• Spear headed cross functional technical product training and knowledge acquisition.• Developed standardized customer service metrics, improving efficiencies and customer satisfaction levels.• Converted fax processing to paperless distribution.• Member of global ERP selection committee.

• Developed customer service strategies and procedures.• Process owner / Team leader for Six Sigma order entry project condensing three different software programs from multiple locations into one universal process.• Designed, implemented, and maintained Net Promoter based satisfaction surveys.• Key projects included the seamless transition of product distribution from West coast to East with no impact to the customer.• Team member of the global Customer Relations Management system development.

• Managed team of 10 Customer Service reps and 3 Receptionists for the North American branch of Ossur, a publicly traded Orthopedic and Prosthetic manufacturer. • Responsible for scheduling, budgeting, training, and motivating the team to achieve number one in the industry in customer satisfaction. • Worked closely with all Managers of Sales, Marketing, Finance, Operations and Technical Services. • Initiated inside sales efforts that resulted in increased revenue. • Designed and implemented programs that decreased the amount of returned products. • Trained distributor’s Customer Service Teams in the proper ordering of Ossur products. • Instrumental in the implementation of Navision Manufacturing Software. • Organized Team building events.

• Managed a high level of customer satisfaction by reviewing warranty claims, discussing product capabilities and repairs, and resolving technical questions and concerns. • Responsible for developing and maintaining Technical call log that identified and tracked all incoming Technical Service calls.• Assisted the Clinical Prosthetist in his effort to provide educational activities to Customer Service. • Point person for written correspondence via company’s website for “Ask the Expert” questions from both Prosthetist and Amputee sections.• Managed information on Prosthetic industry developments through the monitoring of publications, websites, and workshops. Identified trends and new processes in the Rehabilitation industry and how it affected the prosthetic industry.

• Managed over 100 incoming customer calls per day: 75% requiring technical assistance, 20% resulting in increased sales of products.• Assisted in developing policies and procedures covering order processing, returns, and resolution of customer complaints.• Acting department manager responsible for department operations in Manager’s absence.• Organized and facilitated a number of Technical Courses and represented the company at 20+ tradeshows.• Lead person for failure analysis team and responsible for keeping records of all warranty claims. • Company liaison with customers regarding management of product supply chain, order processing and product quality. Sustaining a high level of customer satisfaction by developing strong relationships with customers nationwide. • Lead person responsible for learning customer service products and services at both Maryland (Ossur) and Michigan (Century XXII) and managing a seamless transition for the customer post-mergers.

• Management of schedules, training and conducting of emergency operations. • Ability to solve problems and handle public complaints via telephone or personal contact. • Delivering local ordinance enforcement when necessary.