Managing all facets of Customer Service, in conjunction with Operations, ensuring positive customer experiences with optimal product support.

Responsible for coordinating and overseeing all office administration procedures, including but not limited to: welcoming pet owners to our clinic, resolving conflicts among staff members, hiring new staff members, screening appointments, staff scheduling, setting up and running action drive meetings with leadership and with staff, implementing new procedures/training, and so much more.

Multi-functional role managing customer service office, operations and customer support team. In addition, responsible for temporary roles in accounts payable, accounts receivable and human resources during employee shortage.• Managed all aspects of customer service team (hiring, training, coaching, & terminations/layoffs), while successfully streamlining workflow to maintain customer satisfaction and retention.• Maintained and improved customer database allowing service team to better track vital customer information, ultimately resulting in timelier service and quicker resolutions.• Managed all facets of office operations including vendor purchases, leasing, utilities, company registrations, moves, etc. • Conducted on/off-site customer/employee training on new products & customer portal. • Upon an abrupt departure of the company CFO, handled all facets of accounts payable/receivable, sales tax registration/filing, payroll, and medical/liability/worker’s comp insurance for company for 15+ months. Then, effectively trained (3) new team members for permanent AP/AR & HR roles. • Successfully spearheaded application process for 1st and 2nd draw forgivable PPP Loan during COVID shutdown, resulting in over $200,000 in forgivable funds to support company payroll. • Analyzed and rewrote procedures/training manuals to improve efficiency & customer service.

Dedicated primary point of contact across multiple medical practices and clinics, enhancing communication and ultimately improving the patient experience.- Conducted routine client meetings with the practice stakeholders.- Fostered open communication via review of monthly metrics and call handling.- Discussed opportunities identified to create and implement solutions to improve efficiency.- Communicated with clients regarding protocol changes, practice updates, and contractual performance measures on a routine schedule.- Key Leader working directly with team of 41 Agents, coaching and directing in efforts to create higher margins of scheduling accuracy and overall soft skill improvement.

Responsible for cold calling, selling, and creating new relationships with Plastic Surgeons within the assigned territory while maintaining existing relationships.- Promoted product using a variety of sales tactics to gain interest in trial, resulting in long term sales.- Attended surgeries with potential customers to educate them on product function and ensure proper use for a successful trial. - Responsible for existing customer and potential customer communications to ensure satisfaction, ultimately resulting in sales.

Sales, Management, Product Development, Customer Service, Marketing & Administration- Performed multi-functional role, managing all facets of in-house Customer Service & Sales Team, providing Customers and Independent Sales Reps with the best Customer Service and support in the industry, averaging 90% customer retention rate for (5) consecutive years. - Product Sales Representative for Treasure Coast territory, as well as Ft. Meyers & Naples. - Attended dozens of nationwide educational conferences and surgical workshops as Product Specialist, responsible for educating customers on product function, marketing, and ultimately selling product.- Restructured, recruited, and motivated internal Customer Service and Sales Team, maintaining 20% annual growth year after year.- Gathered data and analyzed sales patterns to develop strategy to maximize sales for each client. - Led and motivated team to increase Customer base by an average of 300+ new accounts annually.- Enhanced business infrastructure by launching a project to reform database to improve overall customer interaction, accuracy of customer information, and to allow for push-button reporting. - Streamlined workflow and improved daily administrative duties by integrating reformed database with electronic forms programmed for auto-fill, effectively saving administrative time. - Developed and implemented several reporting methods to assist Executive staff with specific sales data analysis and assist the Independent Sales Reps in increasing sales to meet quarterly quota’s. - Led company staff members into educational growth through state funded Incumbent Workers Program.- An Order to Cash Leader during company acquisition.

Responsible for major phone system installations, large-scale projects, and executive administrative assistance. - Managed large-scale client projects as National Account Liaison, providing exceptional communication to account Executives, completing all projects to the highest levels of client satisfaction based on timely implementation with minimal business disruption and highly responsive support. - Projects include but not limited to: N11 Project - changing 178 properties to N11 codes requested by ESA Corp., Internet T-1 upgrade, moving VZB CPE from LD1 circuit being disconnected to the new internet T-1, Kiosk testing, EXACT – changing night-mode in over 400+ properties, as well as countless other projects.- Promoted to TelNet's Project Coordinator, coordinating major phone system installations across the country, within deadline-intensive environment, ensuring the accurate and on-time completion of all assigned installations. - On Call Manager responsible for handling escalated telecommunication issues outside of normal business hours. - Traveled across the country to establish and maintain good client relations with Top Executives for prestigious organizations, such as Extended Stay America and La Quinta Hotels. - Attended large-scale conventions to represent the company, market products, and network with potential clients.- Developed Excel spreadsheets to improve job cost control and reporting accuracy.- Right hand to CEO and President of company, providing a variety of administrative needs such as note taking in meetings, trustworthy of vital company information (i.e. security codes, CEO signature stamp, AMEX black cards, etc.), company event planner, and much more. - Earned "excellent" ratings on annual review for the duration of employment. Recognized for high-quality work, organizational strengths and exceptional customer service delivery.

At the age of 14, I started my first job at Sonic Drive-In as a Skating Carhop, responsible for taking orders and serving customers. I then progressed into a Carhop Leader at the age of 16, responsible for new location training, store opening/closing, and recognized as one of the top performing Carhops, winning several Corporate store awards. This position prepared me to take on the additional duties of Assistant Manager, responsible for labor costs, food costs, and timely food service while managing up to 27 employees.