David Betts

Moved to Service and Repair team by summer of 2019

• New duties included checking warranty dates, service agreements, process RMA requests and contract data.
• Working with internal and external contacts to maintain and repair equipment for the end-user.
• Worked as a bridge between Medtronic Sales, Repair Depot, End User and other contacts.
• Created training material and trained specialty billing duties to other agents effectively and independently.
• Start and completed a Sigma/Lean project with the Senior Business Product Improvement Program Manager to help reduce time spent on receiving payment for repairs.
• Moved up to the national escalated contact for the US to provide white glove support for an entire product line in mid 2020.
• Worked directly with heads of Marketing and VP of sales on escalated issues for the product line.
• Able to work solo, as well as, in groups to reach resolutions for escalated issues.
• Worked on many process improvement programs which were implemented.
• Ability to work with multiple teams simultaneously to achieve goals.
• Ability to assist with, or complete, lead duties for the Service and Repair team as needed / requested by management.
• Promoted to floor support position on team to assist with questions, helping resolve issues or escalated issues both internally or to end-user.
• Generate internal reports and present/discuss results with immediate management team.
• Responded to customer inquiries quickly and professionally to increase satisfaction.

• Obtains client information by answering telephone calls; verifying information
• Establishes policies by entry client information; confirming pricing
• Provide quick and accurate answers to customers
• Update or add new data entry information
• Informes clients by explaining procedures, answering questions and providing information
• Maintains and improves quality results by recommending improved procedures
• Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolvingproblems on the spot.