Jeremy Dutton Email & Phone Number

Cary, North Carolina, United States

Manage team of 18 in Contact/Dispatch Center, answering 1300+ calls daily on Genesys Phone System, processing approx. 1000+ weekly Dispatch/notifications in SAP/Service Edge submitted via phone. Ensures performance processes compliance, creates development plans, participates in monthly assessments for all direct reports, and identifies appropriate candidates for the Customer Care Center (CCC) succession plans for all leadership positions. Enables CCC policy and procedure compliance, maintains quality work instructions, and leads team in adapting to changing business needs.• Successfully inspires and motivates team and individual dynamics to drive highly productive employee engagement activities• Effectively cross trains support standardization, Service Hub initiatives, call log queue activity monitoring• Develops communication strategy to identify and escalate issues/concerns related to customer satisfaction by partnering with Field Managers and Regional Support• Successful track record leading direct reports to goal attainment, career progression, training and developing competencies while having the ability to manage employees who may require performance improvement plans• Meets customer satisfaction objectives and net promoter scores while establishing metrics to drive continuous improvement• Successfully investigates complaints and provides thorough resolutions• Creates, revises and manages the production of quality documentation• Achieves departmental KPI’s and participates in cross-departmental project teams• Successfully determines call center operational strategies by conducting needs assessments, quality audits, performance reviews, capacity planning and cost/benefit analysis

Cary, North Carolina, United States

- Head Trainer for all DX Customer Reagent and Instrument Logistics teams. This includes, our Direct Customer Service, QAP, Esupport, Distributor, Strategic and Government teams. Update Work Instructions, create training slides and power points. Implemented training process for all new hires and refresher trainings for current employees. Created new hire checklist / outline to follow- Manage day-to-day activities of departmental programs, operations, and mission (Both in-person, and virtually).- Proactively created, managed, and updated work instructions to ensure adherence, and compliance within the organization- Aligned with management to created KPI’s, and metrics to measure call volume, average speed to answer, length of calls, order accuracy, and complaint resolution leading to a decrease call abandonment rate.- Provide customer, analytical, and team support for the Customer Service Organization team.- Facilitation of unique credit requirements- Proactively managing work distribution and complaint resolution for over 8000 emails per month- Driving adherence to KPI’s, SOX audits, order accuracy, order fulfillment and management, etc..- Conduct internal audits to ensure alignment with policies and procedures- Direct point of conduct for the team regarding approvals, escalations, and other team processes when managers are out of the office. Attend meetings with hospital lab supervisors to address concerns. - Demonstrated leadership without authority by facilitating presentations to Siemens salesforce - Lead on developing and deployment of Reagent Reimbursement Process- Process maintain coagulation/Qap orders in ERP system while managing outbound/inbound hemostasis customer telephone calls, emails, and faxed request.- Manage customers inventory, providing lot information, expiration dates and usage reports. Create standing orders and sequesters with important attention to detail ensuring accuracy of lots allocated for coagulation products.

Morrisville, Nc

• Work directly with inbound leads to provide exceptional support for consumers • Deliver a positive experience with patients while describing treatment process, financing options, and scheduling with Invisalign providers in their local area • Convert patients in treatment and solidifying processes in Salesforce • Competitive and driven to succeed in KPIs (100+ calls a day, 38+ leads pulled, 400 CCAS) • Ambassador of CI Nation: responsible for implementing ideas to improve consumer experiences and productivity within the company

Raleigh-Durham, North Carolina Area

curasan, Inc. is the U.S. subsidiary of curasan AG Germany. curasan AG’s focus is to develop, manufacture and market unique products and services in the cutting edge field of regenerative medicine. Their extensive product offerings cover the fields of bone and tissue regeneration, tissue engineering, and wound healing for dental, spinal and orthopaedic applications.Based in the Research Triangle Park, nearby Raleigh, N.C., curasan, Inc. provides high quality competitively priced products used by Oral Surgeons, Periodontists, General Dentists, Orthopaedic Surgeons, and Neurosurgeons. We are your partner in regenerative products and strive to offer optimal quality products, competitively priced, through a well-diversified portfolio.Our flagship product, Cerasorb® M, is a synthetic pure phase β-TCP, that has paved the way to allow curasan, Inc. to continue to expand and improve our product line to offer professionals high quality, high technology bone regenerative and surgical products to satisfy your needs and exceed your expectations.

Morrisville, Nc

The Inbound Sales Representative is a consultative professional sales position within our Telesales team. Individuals in this position are responsible for residential cable, internet, home phone, and home management services. This professional is responsible for learning a customer’s household needs and making recommendations while maximizing revenue for Time Warner Cable. This position is required to sell, transfer, provide information, and offer assistance on all aspects of cable services to potential and current customers by telephone.

Seattle Washington