Andy N. Mori

Assigned as manager of a newly created department with the purpose providing customer and technical support for a newly acquired dental software. Responsibilities include:

• Training, managing, and leading a team of (currently) 3 direct reports
• Becoming a subject matter expert on dental software treatment planning, surgical guide design, and digital restorative design
• Cross-team collaboration with corporate sales, marketing, IT, and digital specialists to support and grow the newly acquired software
• Key role in creating customer training modules
• Conduct software training through multiple environments: webinars, 1-on-1 trainings, class setting
• Travelling to support and present at different events ranging from Dental CE Courses, Live Surgical Courses, to Dental Conventions
• Continued involvement in programming projects for optimal customer experience and better integration of the newly acquired software into other organization platforms
• Project management of various organizational goals and initiatives

This position placed an emphasis on customer onboarding and fostering relations with strategic accounts. Key responsibilities included:

• First point of contact for customer demos and customer onboarding
• While not a sales role, there was a significant sales crossover as my responsibilities included customer conversion and analysis of sales/production trends
• Creating excel reports on various metrics
• Travelling to support and present at different events ranging from Dental CE Courses, Live Surgical Courses, to Dental Conventions
• Utilizing Hubspot for CRM and SEO optimization
• Creating a foundation for Social Media content and engagement, which did not exist for the company at the time

Provided a wide range of customer support services for dental clinicians, which included:

• Answering inbound calls regarding case status, technical support, CBCT approval, general FAQs, dental implantology
• Outbound calls following a structured timeline to preserve case flow and prevent delays
• Conducting website and services demos with prospective customers
• Cross-department communication and collaboration to resolve challenging cases or case problems

Certified SAT and ACT instructor.

• Began as an intern and eventually hired as a dental assistant.