Amanda Wendt

• Manage 12 Sales Enablement Analysts responsible for supporting over 600 IGTD Sales Field Reps and Leaders.
• Manage Field Assets (Trunk Stock & Consignment) for compliance & optimization - over 7.7 million dollars in value.
• Responsible for Trunk Stock Probation Quality & Patient Safety Program.
• Restructured the team increasing efficiency, service & employee engagement.
• SOP Owner (Write, Review, Obsolete)
• Responsible for Quality Hold Field Actions.
• Leader in new Sales Training.
• Member of continuous improvement team.
• Implemented weekly team metrics & improved field reporting.
• Worked cross functionally to improve operations across teams (Customer Service, Order Management, Warehouse, Marketing, Pricing, Contracting, Quality & IT)

• Redeveloped Job Descriptions, Analyzed Staffing Needs, Performance Management & Hiring to build Sales Enablement team from the ground up.
• Implemented new hire training.
• Established clear performance metrics and KPIs for the sales organization, enabling data-driven decision-making and continuous improvement efforts.
• Streamlined internal communications across departments, fostering better collaboration among teams supporting the sales cycle.

· Direct the daily operations of the Customer Service team (30 people). Responsible for the overall engagement and operations of Customer Service Department. Identify and address staff training and coaching needs. Work cross functionally to ensure Customer Service has all of the necessary information and tools in order to be highly successful support representatives.

· Performance Management (1:1, coaching, PIPs, Warnings, Terminations)

· Implemented strategies to establish a world-class Customer Service center focused on meeting the needs of the U.S. field sales personnel & direct customers. Manage department projects and initiatives. Develop and implement policies and procedures.

· Plan, prioritize and delegate work tasks to ensure proper functioning of the Customer Service department.

· Handle complex and escalated issues from Customer Service & other internal business partners.

· Responsible for identifying and implement strategies to improve quality of accuracy, service, and efficiency through department and individual metrics.

· Responsible for management of Sales and PO reporting and collection (on average 1 million dollars resolved per week)

Work in collaboration and coordination with the Warehouse, Field Service Operations, Inventory, Procurement and Planning, HUB partners, and sales operations.

· Restructured the department to improve service, efficiency and accuracy.

· Manage daily operations in fast paced environment, prioritizing workload as needed.

· Acts as escalation point - ensuring complete customer satisfaction.

· Identify process improvement opportunities and execute on plan to implement improvements.

· Manage & present metrics.

· Hire, train, motivate, review and discipline staff.

· Manage team schedule including vacation and sick time to ensure appropriate coverage.

· Manage on 24/7/365 on call program.

· Budget management including forecasting & complete payroll responsibilities.

Collaborate with internal departments.

· Managed daily activities within the department, prioritizing workload as needed.

· Coordinate new product launch training & shipments.

· Hire, train, motivate, review and discipline staff including PIP Management.

· Manage team schedule including vacation and sick time to ensure appropriate coverage.

· Member of process improvement management team.

· Implemented monthly meetings with IT to drive process improvements.

· Implemented monthly Supervisor meetings with Finance, Pricing, Contracts & the DC to ensure alignment and efficiency in cross functional processes.

· Payroll & invoice processing.

· Managed competitive product swap process.

· Created training program and ipad work station to assist Customer Service in supporting field sales with adoption of new WebOps inventory management program.

· Implemented training program for new hires in Customer Service.

· Implemented expired implant prevention program.

· Supervise, train and evaluate Technical Customer Service department.

· Management of offsite third party Customer Service consisting of over 30 agents.

· Responsible for interviewing, hiring, training, motivating and retaining employees.

· Responsible for disciplinary action including verbal and written warnings and termination.

· CISCO Administration including script writing, reporting, wrap and reason code maintenance, Queue building and daily maintenance and monitoring of Agent and Supervisor module.

· Responsible for Technical Customer Service department training program & designated trainer for companywide Service First training program to increase customer focus and customer satisfaction.

· Acts as primary resource within department to provide technical support and service to various customer types through toll free 800 numbers.

· Managed the 24/7/365 on call program.

· Creates and distributes Crystal, Symposium, VISUAL, CRM and CISCO reports & leader of monthly statistical meetings for executive team.

· Interact with Sales, Finance, Quality, Regulatory, Marketing, Manufacturing and Order Services to assist these groups providing comprehensive support and services to our customer base.

· Author and owner of department procedures and policies.

Identify opportunities for improvement and implement solutions.

· Implemented CAPA program.

· Monitored CAPA effectiveness.

· Prepare monthly Complaint Handling Report.

· Lead Complaint Handling Meeting and follow through on action items from meeting.

· Review and Analysis of customer complaints and other call types determining action needed.

· Prepare and distribute monthly vendor reports.

· Coordinate and follow up on monthly shipments for Quality and Regulatory investigations.

· Participant in audits.

· Responsible for record keeping for import/export.

Review investigation results for complaint closure.

· Provide Technical Support for companies products through variety of 800 numbers and customer types (Long Term Care, Retail End Users, Third Party Customer Support, Insurance Companies)

· Provide exceptional customer service ensuring complete customer satisfaction.

· Responsible for sales support.

· Responsible for troubleshooting product complaints.

· Provide product training to end users, medical professionals, sales reps and distributors.

· Provide after hours on call support.

· Complete order entry.

Assist other departments with projects as needed.