Alyssa Fonseca
Land O' Lakes,FL
Summary
Customer Experience Coordinator in the medical device industry with experience supporting Advanced Surgical, Advanced Endoscopic, and Orthopedic Medical Devices. Skilled in coordinating cross-functional communication, and collaboration with sales, logistics, and clinical teams. Brings a strong understanding of medical device workflows, compliance within regulated medical environments and accuracy in patient-impacting environments.
Overview
6
6
years of professional experience
Work History
Customer Experience Coordinator II
ConMed
Largo, FL
01.2020 - Current
Manage 50+ daily interactions with clients with successful performance.
- Daily collaboration and coordination across 5+ cross-functional teams to streamline and expedite issue resolution for clients including order backlogs, product backorders, facilitating financial adjustments, initiating new customer onboarding, service & repairs, and product complaints.
- Manage high-volume client interactions with 50% or more involving direct conflict resolution daily. De-escalating while maintaining professionalism and striving for 100% client satisfaction.
- Maintain clear communication and empathy while building rapport with clients to establish trust, maintain strong customer relationships, and provide strategic, solution-focused support.
- Utilize, maintain, process, verify, and update client accounts, streamlining customer experience workflows, and ERP software using Salesforce CRM.
- Investigate and maintain ownership of complex cases, from end-to-end, with sales representatives and clients until full resolution.
Education
Master of Science - Health Administration
Rasmussen University
Odessa06-2025
Skills
- CRM software proficiency
- Cross-functional coordination
- Relationship building
- Sales
- Emotional intelligence
- Strategic
Languages
Spanish
Native or Bilingual
Timeline
Customer Experience Coordinator II
ConMed
01.2020 - Current
Master of Science - Health Administration
Rasmussen University