Sonny Lipari, Rvt Email & Phone Number

San Francisco, Ca, Us

Santa Cruz - San Luis Obispo , California, United States

• Lead optimization of key veterinary customer accounts to drive growth and maximize share of wallet for in-clinic, technology, and specialty products.• Proactively identify customer needs, pain points, and opportunities to optimize and improve product adoption and sell point solutions.• Serve as the primary sales contact, nurturing long-term customer relationships to achieve and exceed revenue and gross profit goals.• Leverage internal expertise to drive engagement activities, including webinars and optimization initiatives, supporting revenue growth.• Act as a primary customer liaison during implementation and onboarding processes, ensuring seamless transitions and positive customer experiences.• Create and maintain internal reports to optimize customer utilization, identify growth opportunities, and guide sales efforts.• Manage critical data and customer updates within Salesforce to effectively track and support the sales process and customer relationships.• Secure deals across all product offerings and manage contract renewals to ensure ongoing customer satisfaction and retention.

San Francisco Bay Area

• Increased customer satisfaction and reduced ticket resolution time by launching a tier-based customer support strategy with protocols defined for each product component • Improved quality of customer experience through diligently analyzing customer tickets, identifying root causes, and escalating to department SMEs efficiently and effectively• Improved the consistency of product implementation quality by developing guidelines and field training materials to align field teams on product rollout• Liaise with the Director of Technical Support and field-based teams to drive customers’ complaints to resolution• Review, monitor, and verify service documentation, reports, and communication internally and with customers• Acts as a focal point for field/customer technical questions and communications

San Rafael, California, United States

Emergency relief technician

California, United States

• Improved product utilization by 20% and reduced implementation time up to 50% through developed customer workflow protocols and focused customer training success• Increased customer productivity by 40% through developing engaged technical support, hands-on comprehensive training, and designed individual adept troubleshooting measures for each customer pain point• Recorded all customer activities and operational needs in CRM, improving Net Promoter Score by 60% through consistent, transparent, and timely communication with customers and stakeholders• Boosted revenue streams by 30-45% quarterly, while expanding the customer base by capitalizing on opportunities for additional product sales and referrals• Responds to requests for onsite technical support, providing prompt & accurate technical assistance, troubleshooting, & resolution of complex system problems for veterinary clinics, laboratory research, & veterinary academic settings• Provides post-sale product installation, validation, applications, & operations training• Test & troubleshoot functionality of installed systems; identify & document technical issues to be escalated to the proper organization for resolution• Completes activity documentation, detailed reports after customer visits, by collecting, analyzing, & summarizing available information including detailed satisfaction information• Possess superb customer service skills, ability to work independently, make appropriate decisions with accuracy, timeliness, & complete follow-through• Possess general veterinary clinic operations including but not limited to diagnostic applications, financial limitations, training requirements, & workflow processes• Creates and delivers training presentations clearly & effectively in both formal & informal environments• Works closely with the leadership, sales, & product management to provide appropriate customer service in a team approach• Appointed mentor for DTS Colleagues

Western Region

• Implemented installation and maintenance of digital radiography systems, producing 99% uptime, allowing customers to conduct uninterrupted diagnostics, improving client satisfaction by 65%• Achieved 25% increase in customer satisfaction scores and received IDEXX Moxie Award by nurturing positive customer relationships and consistently went above and beyond customer expectations• Empowered customers through comprehensive training and dedicated support to maximize the potential of digital radiography systems, leading to a 30% improvement in diagnostic accuracy and efficiency• Developed internal training sessions and project management, facilitating a 15% improvement in team skills, contributing to the achievement of organizational objectives and greater overall efficiency• Continual education regarding IDEXX products, software releases, etc.• Possess a thorough understanding of PACS systems• Working knowledge of computers, servers, routers, x-ray machines, ultrasound machines, laboratory equipment, and other hardware• Maintaining a relationship and establishing networks with other areas of IDEXX such as the Line of Business, Sales, and Marketing teams• Proficient in the use of Microsoft products such as Office, PowerPoint, Outlook, Excel, Word, and OneNote• Daily use and proficiency with Salesforce, ADP, Concur, and Workday• Project Management Lead for the conversion of radiology products at the national level• Organizing internal training programs for product launches• Knowledge of SaaS systems

Sacramento, California Area

• Delivered competency-based education which aligned with the college model of curricula and style of teaching• Designed class instruction though the development of instructional plans and activities to meet course competencies and lesson objectives• Enabled the achievement of pre-described exit competencies for student achievement by providing instruction to foster skill and establish student performance criteria• Promoted student success by showing flexibility in style and work schedule as well as exhibiting a passion for teaching and engaging students in the learning process• Related professional/life/industry experience to learning by the continuation of technical skills development the introduction of industry perspective into courses and the active awareness of industry trends and opportunities• Sustained inventory while maintaining all facility equipment• Serve as Faculty Council and iGrad Committee member• Preparing students for an Associate of Science degree• Facilitates faculty training in classroom dynamics and utilizing technology in the classroom• Takes lead on numerous campus committees to spearhead new ideas and ensures implementation

Vca Bradshaw Animal Emergency Hospital

Staff Management - Technical Staff: Work alongside Hospital Manager assisting in hiring, performance reviews, disciplinary actions, scheduling, monitor time and attendance. Provide technical training and education to staff, oversee daily flow (patient care, staff duties, and policy enforcement). Patient Management: Oversee patient admittance, hospitalization, and discharge. Responsible for staff delegation of veterinarian’s medical orders. Oversee and mentor staff in nursing, radiology, anesthesia, surgery, dentistry, laboratory, and pharmacy.Client Management:Oversee clientele flow ensuring maintained professionalism with timely and competent manner. Handle client complaints and resolutions. Schedule all surgeries, cardiology consults, chiropractic assessments, and technician follow ups.Office Management: Collaborate with management team to update or modify current procedures or polices to maintain best practices. Run OSHA safety checks, monitor reports for compliance, ensure scheduling is utilized for productive workflow. Prepare monthly safety meeting formats. Participate in management meetings • Attend regional meetings Organize monthly staff meetings in conjunction with hospital management team and VCA guidelines.Records Management: Oversee records are kept up to date. This includes client records with charges, medical history, vaccine status, medications administered, laboratory reports, etc. Ensure that all hospital logs are being kept up to date and accurate including anesthesia /surgery, radiology, and controlled substance logs.Financial Management: Assist Manager in monitoring the cost of purchasing so the practice operates within budget. Assist the manager/assistant manager in monitoring technical staff scheduling so the practice operates within budget.

Roseville, California, United States

• Served as liaison to the veterinarian in providing health care to the animals; administered daily treatments and medications for animals as instructed or required; assisted in or provided routine and emergency medical treatment• Administered routine, post-operative and daily treatments to animals as instructed, prescribed and required; assisted in diagnostic treatments such as performing routine hematologic and parasitological tests and collecting blood and other diagnostic specimens• Tracked and maintained product sales to implement rebates for the clinic• Performed follow up calls with clientele to maintain the highest levels of satisfaction and build a strong client base• Sustained inventory while dispensing medications and supplies• Provided clients with estimates based on treatment and diagnosis in coordination with the clinic’s veterinarians• Maintained medical records, updated computer software with current medical history, Skilled with multiple phone lines, admitted and discharged patients/clients in and out of clinic

Sacramento, California, United States

• Served as liaison to the veterinarian in providing health care to the animals; administered daily treatments and medications for animals as instructed or required; assisted in or provided routine and emergency medical treatment. • Anesthetized animals as required and served as circulating nurse during procedures requiring anesthetized animals; assisted in animal surgery as requested• Administered routine, post-operative and daily treatments to animals as instructed, prescribed and required; assisted in diagnostic treatments such as performing routine hematologic and parasitological tests and collecting blood and other diagnostic specimens • Performed and participated in routine and standardized technical tasks such as the feeding and the monitoring of health status to provide for the health care of animals• Evaluated potential problems relating to the health and social welfare of animals, notified supervisor of perceived problems• Ensured complete and accurate maintenance of all animal records

Managed daily operations of all aspects of the business. Controlled and supervised financial transactions and expenses. Aided in the training and scheduling of employees. Provided exemplary customer service and assisted in the resolution of customer disputes. Supervised display merchandising and general store maintenance.

Project Management

Bachelor'S Degree, Technical Management

Associate Of Science (A.S.), Veterinary Medicine

Business Administration And Management, General