Summary
Overview
Work History
Education
Skills
Certification
Projects
Timeline
Generic

Dominique Payne

Newport News,VA

Summary

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Ready to help the team achieve company goals.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Customer Success Manager/ VIP Case Manager

SmileDirectClub
12.2022 - 12.2023
  • Communicate as a liaison between licensed dental professionals and the customer
  • Being the direct contact via email and phone calls for customers with any concerns they have throughout their treatment about payment, shipping, aligner troubleshooting, dental concerns, insurance, etc
  • Developed and managed customer support center in a B2B SaaS environment handling 500+ cases daily driving customer satisfaction score to an all-time high of 97%
  • Field customer complaints and queries, fast-tracking them for problem resolutions
  • Communicated across management departments and directly with the Chief Clinical Officer and C-suite executives on treatment plans, revisions, and complex cases for me to take over and manage individually
  • Proactive outreach and case management for VIP customers and Influencers.

Success Team Specialist/Social Media Manager

SmileDirectClub
04.2022 - 12.2022
  • Conduct onboarding sessions with new customers to ensure they understand the product and its features
  • Conduct regular check-ins with customers to ensure their ongoing satisfaction and success
  • Maintain accurate and up-to-date customer records and account information in CRM system
  • Analyzed customer data to identify trends and opportunities for improvement.

Registered Dental Assistant/Clinical Support

SmileDirectClub
07.2021 - 04.2022
  • Communicate as a liaison between licensed dental professionals and the customers
  • Supply dental knowledge and support for customers undergoing treatment
  • Maintained 95% and above QA percentage
  • Top 10 performer for customer service satisfaction
  • Provided a 5-star experience during every interaction with a customer.

Registered Dental Assistant

Williamsburg Periodontics
08.2020 - 07.2021
  • Aid chairside during oral treatment and surgery, specifically tissues, gums, and bones of the mouth
  • Trained and developed new hires.

Registered Dental Assistant/ Sales

SmileDirectClub
11.2018 - 07.2021
  • Using an iTero, scan customers for clear aligners and supply information on the brand to encourage the customer to buy the product
  • Trained and developed new sales team members.

Registered Dental Assistant

Affordable Dentures and Implants
08.2017 - 11.2018
  • Aid chairside for impressions, denture adjustments, implants, oral surgery, and occasional restorative.

Education

Associates for Pre-Dental Hygiene -

Thomas Nelson Community College
01.2019

Associates of Applied Science, Dental Assisting -

ECPI University
01.2017

Skills

  • Problem-Solving
  • Key Accounts Development
  • Leadership
  • Customer Service
  • Analytical Thinking
  • Decision Making
  • Adaptability
  • Analytical Approach
  • Integrity
  • Microsoft Office Suite
  • Data Analysis
  • Social Media
  • Dentrix
  • SoftDent
  • Sprinklr
  • Salesforce
  • Shopify
  • Customer Account Management
  • Client Relations
  • Strategic Planning

Certification

  • Dental Assistant National Board- Infection Control, 03/01/17
  • Dental Assistant National Board -Radiation Health and Safety, 08/01/17
  • Registered Dental Assistant Certification, 10/01/17

Projects

Refund Management Pilot, 07/01/22, SmileDirectClub

  • Conduct a comprehensive financial analysis on transactions, refund requests and determine credit balances are a true credit FDA Complaints

Dental Workshop, 12/01/21, SmileDirectClub

  • Developed and troubleshot new software that was used to track FDA complaints

Timeline

Customer Success Manager/ VIP Case Manager

SmileDirectClub
12.2022 - 12.2023

Success Team Specialist/Social Media Manager

SmileDirectClub
04.2022 - 12.2022

Registered Dental Assistant/Clinical Support

SmileDirectClub
07.2021 - 04.2022

Registered Dental Assistant

Williamsburg Periodontics
08.2020 - 07.2021

Registered Dental Assistant/ Sales

SmileDirectClub
11.2018 - 07.2021

Registered Dental Assistant

Affordable Dentures and Implants
08.2017 - 11.2018

Associates for Pre-Dental Hygiene -

Thomas Nelson Community College

Associates of Applied Science, Dental Assisting -

ECPI University

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