+ Managed a portfolio of client accounts, serving as the primary point of contact for all client inquiries and communication relating to their product transition+ Cultivated relationships with stakeholders to align on account objectives and expectations+ Collaborated with clients to grasp business goals, identifying growth opportunities+ Hosted product webinars to coach clients on optimal practices for seamless product adoption+ Acted as a liaison between clients and internal teams, ensuring clear communication and alignment on project timelines

+ Effectively oversaw 40+ client accounts across three distinct verticals, offering continuous support and guidance to ensure seamless onboarding and successful adoption of products/services+ Conducted training sessions and workshops to educate clients on product features, industry trends, and best practices+ Gathered customer feedback and insights to inform product development and enhancements, advocating for customer needs within the organization+ Conducted quarterly business reviews with clients to review performance metrics and identify improvement opportunities+ Engaged with enterprise-level clients to understand their objectives and provided guidance on leveraging the product to achieve desired outcomes

+ Created and upheld comprehensive documentation, encompassing knowledge base articles and training materials, to bolster team productivity and effectiveness+ Assisted in implementing new tools and technologies to enhance support processes and improve the customer experience+ Mentored junior support representatives, offering guidance on best practices and troubleshooting techniques+ Served as a senior point of contact for customer inquiries, providing expert-level assistance via phone, email, and ticketing channels+ Analyzed support data to identify trends and areas for improvement+ Contributed to the development and delivery of training programs for new support representatives

+ Provided exceptional frontline customer support to clients addressing inquiries, resolving issues, and ensuring customer satisfaction+ Demonstrated empathy, patience, and professionalism in handling customer complaints and escalated issues, turning negative experiences into positive outcomes+ Achieved and consistently exceeded performance targets for response time, resolution time, and customer satisfaction for a fast-paced environment with a high volume of customer inquiries+ Conducted performance testing to assess application/product stability, scalability and responsiveness+ Provided product recommendations and upselling opportunities to enhance customer satisfaction and drive revenue growth

+ Triaged, processed, and resolved calls/emails/tickets from new and existing users as Tier 2 Support + On-boarded multiple new customers for training and implementation of the software into their practice at one time+ Advocated “Voice of the Customer” which resulted in improved service and adjustments to the product road-map+ Revamped existing support/training materials for current features and took lead on creating new content for all future releases+ Documented interactions with users in a clear and detailed manner through CRM/ticketing system+ Worked closely with Product and Engineering to resolve escalated issues promptly, according to protocol and guidelines+ Guided all new practices, during COVID-19, in the completion of their PMS/EHR integrations in under 45 days+ Developed innovative strategies to enhance client utilization of software, thereby boosting user retention rates+ Increased Monthly Recurring Revenue with newly on-boarded customers

+ Maintained an environment that promoted an outstanding patient experience+ Ensured weekly schedules for multiple departments and providers were full + Account set up and chart creation for new patients+ Coded/presented treatment plans to patients effectively to ensure daily profit goal was met+ Insurance verification, claim submission, and payment collections+ Maintained strict compliance with Federal, State, and other regulations (OSHA, WC, 
Dental Board, HIPAA, ADA, DOL, Company policies & procedures)+ Navigated a practice management system and communication platform to increase efficiency + Responsible for staff timecard adjustments, hiring, interviewing, and general guidanceEstablished appointment reminder protocols to ensure a low no-show rate

+ Exceeded customer service expectations by ensuring a positive shopping experience and handling cash/credit transactions efficiently.+ Managed store opening/closing procedures, including machine breakdown and cleaning.+ Prioritized customer satisfaction with a friendly demeanor and sense of urgency.+ Assisted in training, interviewing, and mentoring new employees and managers.+ Oversaw shipment/restocking, provided employee leadership, and managed customer-related tasks.d