Alexis Zimmerman
Lehi,UT
Summary
Dynamic Operations Manager with a proven track record at MicroDental Laboratories, excelling in process improvements and team development. Expert in technical troubleshooting and customer service, fostering strong relationships and enhancing satisfaction. Recognized for reducing turnaround times and implementing effective training programs, driving operational efficiency and team performance.
Overview
8
8
years of professional experience
Work History
Technical Support Representative
Arrowhead Dental Laboratory
Sandy, UT
03.2022 - Current
- Provided technical assistance to clients via phone and email, resolving inquiries efficiently.
- Documented customer interactions in CRM system, ensuring accurate record-keeping.
- Collaborated with team members to troubleshoot software and hardware issues effectively.
- Educated customers on product features, enhancing user experience and satisfaction.
- Assisted in training new team members on support protocols and systems usage.
- Maintained up-to-date knowledge of industry trends and product updates for informed support.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Managed high levels of call flow and responded to technical support needs.
- Contributed ideas during team meetings that led to process improvements and increased efficiencies within the department.
Operations Manager
MicroDental Laboratories
Sandy, UT
10.2017 - 02.2022
- Oversee daily operations to ensure efficient workflow and timely product delivery.
- Implement process improvements to enhance productivity and reduce turnaround times.
- Train and mentor staff on best practices for quality assurance and compliance standards.
- Collaborate with cross-functional teams to optimize supply chain management and inventory control.
- Develop training programs to improve employee skills and operational effectiveness.
- Lead performance reviews to assess team efficiency and establish developmental goals for staff.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Facilitated smooth collaboration between departments through clear communication channels.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
- Developed and implemented strategies to maximize customer satisfaction.
- Reduced turnaround time for project completion through effective resource allocation and team management.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Interacted well with customers to build connections and nurture relationships.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Education
Associate in Business Management -
Bellevue University
Bellevue, Nebraska, NE2020
High School Diploma -
West Jordan High School
West Jordan, UT2010
Skills
- Technical troubleshooting
- Technical support
- Product troubleshooting
- Remote support
- Customer service expert
- Active listening
- Microsoft outlook
- Appointment scheduling
- Business development
- Verbal and written communication
- Data entry
- Analytical thinking
- Friendly and patient
- Customer communication and empathy
- Organizational skills
- Problem-solving
- Microsoft windows and office
- Highly professional
- Attention to detail
- Call management
Timeline
Technical Support Representative
Arrowhead Dental Laboratory
03.2022 - Current
Operations Manager
MicroDental Laboratories
10.2017 - 02.2022
Associate in Business Management -
Bellevue University
High School Diploma -
West Jordan High School