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Implemented Zoho CRM and Ozonetel telephony system, improving call management, lead tracking, and reporting accuracy
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Collaborated with Fibe Finance team to streamline financing options for patients, ensuring smoother onboarding and faster approvals
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Led a team managing inbound & outbound calls for aligner and dental lab services
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Increased lead conversion and engagement through optimized SOPs and workflows
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Designed dashboards & reports for call quality, SLA adherence, sales tracking, and performance analysis
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Managed shrinkage and attrition levels, ensuring team stability and performance consistency
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Ensured compliance with SLA (Service Level Agreements) and maintained high operational standards
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Monitored and improved CSAT (Customer Satisfaction) and NPS (Net Promoter Score) through quality audits and coaching
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Conducted training sessions and feedback loops, reducing repeat errors and boosting team efficiency
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Coordinated seminar/webinar lead data (doctors’ participation, feedback, follow-up) for the sales team