• Lead the onboarding process for new customers, including setup, training, and configuration to ensure a successful launch and smooth adoption of our SaaS platform.• Directed data analysis initiatives for the support team, leading to the implementation of data-driven improvements that enhanced and streamlined existing processes.• Effectively work with a multi-disciplined team to resolve customer issues in a timely manner.• Diagnosed and resolved customer issues with a focus on root cause analysis to prevent recurring problems.• Used HubSpot to effectively track, communicate and resolve customer issues and inquiries.• Provided actionable insights to management, contributing to the enhancement of product offerings and service quality, supporting the growth of the startup• Worked closely with sales, product development, and technical support teams to ensure a seamless customer experience and addressed any cross-functional issues.• Developed and implemented an internal dashboard to monitor and report on key performance indicators (KPIs) including customer satisfaction, issue resolution time, and overall experience.

• Utilized R to analyze and interpret data, presenting actionable insights to illustrate real-world applications.• Investigated contributing factors to medical injuries, delivering comprehensive findings to management in various formats.• Communicated data-driven conclusions to the team to enhance strategic planning and decision-making.• Preprocessed raw data using R and Python to ensure accuracy and readiness for analysis.• Performed statistical analysis to identify factors contributing to medical injuries.• Utilized SQL to efficiently update and retrieve data.

• Collected, compiled, cleaned and analyzed data for medical device with a leading healthcare institute.• Worked with the engineering team to plan and integrate sensor locations on medical devices through analytics.• Reported visual representation of findings to top level management team to pave a path for future improvements.• Proactively researched expanded use of the medical device and most applicable target markets.• Drive actions and implement changes as required in a start-up environment to help grow the company.

• Performed floor leadership duties, which included Manager on Duty and Sales Lead responsibilities• Assisted in recruiting and training employees as well as making weekly schedules• Conducted quarterly performance reviews and weekly one on ones with employees• Resolved customer escalations in a positive matter, building business and customer loyalty

• Consistently exceeding upselling sales targets for Customer Service Specialists on a monthly and annual basis• Given additional responsibility for outstanding performance, which included assisting in scheduling, training new staff, and overlooking the store front during shifts • Routine duties included: processing transactions, returns and exchanges, upselling final product items including Product Service Plans (PSPs), addressing customer questions and concerns, and assisting with other departments as needed