Summary
Overview
Work History
Skills
Accomplishments
Languages
Timeline
Generic

Alisha Hutchinson

Gardner,KS

Summary

Dynamic Sr. Manager of Customer Support at Accolade/PlushCare, skilled in strategic planning and cross-functional collaboration. Enhanced team productivity through effective leadership and comprehensive training, fostering a culture of excellence. Established strong client relationships, driving repeat business and ensuring high-quality project outcomes. Committed to employee development and data-driven decision-making.

Overview

11
11
years of professional experience

Work History

Sr Manager Customer Support

Accolade/PlushCare
07.2020 - Current
  • Developed and presented data-driven budget and operational improvement proposals, aligning strategic initiatives with organizational goals to enhance efficiency, reduce costs, and drive sustainable growth.
  • Provided strategic leadership to customer support teams, enhancing productivity, morale, and service quality through clear communication, coaching, and performance management.
  • Led cross-functional collaboration with product and operations teams to resolve complex customer issues, improve service workflows, and drive customer-centric initiatives.
  • Built and nurtured strong stakeholder relationships by delivering consistent, high-quality support experiences — contributing to increased customer retention and repeat business.
  • Created a culture of accountability and continuous improvement by tracking key support metrics (e.g., response times, resolution rates, NPS) and introducing targeted strategies to close performance gaps.
  • Championed customer feedback loops, ensuring insights from support interactions influenced product development and process improvements at the organizational level.
  • Spearheaded an overtime reduction initiative targeting a 50% decrease; achieved a 40% reduction within three-four months through strategic scheduling, process optimization, and team engagement.

Orthodontic Dental Assistant

Hechler Orthodontics
08.2019 - 07.2020
  • Delivered comprehensive chairside support during advanced orthodontic procedures, including bracket placement, aligner fittings, and appliance installations, ensuring optimal workflow and patient comfort.
  • Conducted initial patient assessments and diagnostic imaging (x-rays, intraoral photographs, and impressions), supporting efficient treatment planning and clinical accuracy.
  • Educated patients and families on post-procedure care and long-term oral hygiene practices, fostering adherence to treatment protocols and improving outcomes.
  • Played a key role in clinical operations by preparing examination rooms, sterilizing instruments, and maintaining a streamlined patient flow.
  • Collaborated closely with orthodontists and multi-disciplinary teams to coordinate patient care and enhance overall practice efficiency.
  • Recognized for exceptional interpersonal skills and the ability to build rapport with patients, contributing to a positive and professional clinical environment.
  • Assisted orthodontists in performing complex treatments, ensuring precise execution of tasks and high-quality results.

Orthodontic Dental Assistant

Moon Orthodontics
05.2014 - 08.2019
  • Provided high-level chairside assistance to orthodontists during complex procedures, including bracket placement, wire adjustments, aligner fittings, and appliance installations, ensuring precision, safety, and clinical efficiency.
  • Played an integral role in procedural preparation by sterilizing instruments and managing dental materials, contributing to optimized workflow and reduced chair time.
  • Performed diagnostic imaging and records collection (x-rays, intraoral photographs, impressions, and scans) to support accurate treatment planning and documentation.
  • Delivered comprehensive patient education on oral hygiene best practices, post-procedure care, and appliance maintenance, resulting in improved treatment compliance and outcomes.
  • Strengthened patient satisfaction and retention by communicating clearly and empathetically, minimizing procedural anxiety, and ensuring patients felt informed and comfortable at every stage of care.
  • Acted as a liaison between clinical and administrative teams, helping coordinate schedules, manage follow-up appointments, and ensure seamless patient flow throughout the practice.
  • Consistently recognized for attention to detail, reliability, and a patient-centered approach, contributing to a positive and professional practice environment.

Skills

  • Strategic planning
  • Cross-functional collaboration
  • Operations management
  • Cross-functional team coordination
  • Data-driven decision making
  • Documentation and reporting
  • Operations planning
  • Data analytics
  • Cross-functional communication
  • Budget oversight
  • Resource allocation
  • Team leadership
  • Project planning
  • Employee development
  • Employee coaching and mentoring

Accomplishments

  • Dental Assistant Certification in 2014
  • McKinsey's Management Accelerator Program Completion in 2024

Languages

English
Full Professional

Timeline

Sr Manager Customer Support

Accolade/PlushCare
07.2020 - Current

Orthodontic Dental Assistant

Hechler Orthodontics
08.2019 - 07.2020

Orthodontic Dental Assistant

Moon Orthodontics
05.2014 - 08.2019

Similar Profiles

CREATE PROFILE