Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Work Availability
Timeline
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Demerie Zawicki

Demerie Zawicki

Ann Arbor,MI

Summary

Customer success professional with expertise in enhancing client satisfaction and retention. Proven ability to build relationships, solve complex problems, and deliver customized solutions. Successfully collaborated on hundreds of project implementations involving advanced nuclear quantification software. Managed a customer success team focused on providing exceptional service and innovative workflow solutions.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Customer Success Manager

INVIA Medical Imaging Solutions
03.2022 - Current
  • Managed a high volume of support tickets, 50+ new tickets a week while maintaining a consistent record of prompt resolution times.
  • Oversaw thorough investigations by INVIA Customer Success team to ensure effective resolution of inquiries through ticketing system.
  • Facilitated weekly Complaint Review Board meetings and contributed to product development by sharing valuable customer feedback and insights with engineering teams.
  • Evaluated preparedness of all INVIA Product Specialists for on-site visits, promoting successful implementations.
  • Implemented monthly report to analyze customer inquiries to identify trends and develop strategies to improved customer success metrics.
  • Coordinated software upgrades for partners, guaranteeing proper installation and relevant training was provided.
  • Managed escalations effectively to address project-related delays and maintain timelines.
  • Led large-scale implementation projects while ensuring efficient management of key accounts.
  • Expertise with many nuclear medicine camera vendors SPECT and PET camera models and software.
  • Expertise with over 20 PACS and CardioPACS vendor systems.

Product Support Specialist

INVIA Medical Imaging Solutions
09.2015 - 03.2022
  • Coordinated and provided hon-site and web-based training for new and current customers, Physicians and Technologists.
  • Expertise with many nuclear medicine camera vendors SPECT and PET camera models and software.
  • Expertise with over 20 PACS and CardioPACS vendor systems.
  • Performed troubleshooting and tested customer issues via phone, email, and remote assistance software.
  • Developed expertise in product features within the company portfolio, becoming a go-to resource for colleagues seeking guidance on specific features or functionalities.
  • Created product related material and clinical guidance documents for end users.
  • Worked with customers and partners to create network diagrams to establish data pathways and connections.
  • Writing, Training, and Research related to SPECT, SPECT/CT, PET and PET/CT cardiac imaging.
  • Managed and prioritized multiple projects simultaneously, worked independently and drove results.

Education

Bachelor of Science - Nuclear Medicine Technology

Ferris State University
Big Rapids, MI

Skills

  • Self-starter
  • Good management acumen
  • Problem-solving and business logic
  • Strong verbal, written and interpersonal skills
  • Excellent time management skills, with ability to multi-task effectively
  • Agility and flexibility to meet changing requirements, deadlines and priorities
  • Strong knowledge of project management processes
  • Demonstrated work ethic, and a "can do" attitude
  • Customer relationship building
  • CRM software
  • Training and mentoring
  • Customer service

Accomplishments

  • Maintained a support ticketing system to track inquiries and maintain comprehensive records.
  • Created a knowledge base and FAQ resource to streamline answers for customers and boost support efficiency.
  • Collaborated with research team in the development of scientific publication: "Reducing motion-correction variability in myocardial blood flow and reserve quantification", Journal of Nuclear Cardiology, Oct. 2019.
  • Presented a hands-on session at American Society of Nuclear Cardiology (ASNC) conference Sept. 2023.
  • Supervised a team of 4 staff members.

Certification

Nuclear Medicine Technology Certification Board (NMTCB)

License: Active Expiration date: Oct. 31, 2025

American Registry of Radiologic Technologists – Nuclear Medicine (ARRT)

License: Active Expiration date: Oct. 31, 2025

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Customer Success Manager

INVIA Medical Imaging Solutions
03.2022 - Current

Product Support Specialist

INVIA Medical Imaging Solutions
09.2015 - 03.2022

Bachelor of Science - Nuclear Medicine Technology

Ferris State University

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