Janna Nelson
North Billerica,MA
Summary
Senior Clinical Development Specialist with a proven track record at uLab Systems, excelling in clinical training and account management. Recognized for enhancing practice integration and driving territory growth, I leverage strong customer relationship management skills to foster partnerships and deliver impactful software training, ensuring client satisfaction and retention.
Overview
1
1
Certification
22
22
years of professional experience
Work History
Senior Clinical Development Specialist, New England
uLab Systems
Memphis, TN
2021.07 - Current
- Executed retention and recovery plans that safeguarded revenue and restored client trust across New England territory.
- Trained orthodontic and general practitioner accounts on clinical software to enhance practice integration and workflow efficiency, optimizing use of treatment planning team and aligner portfolios.
- Led in-person and web-based training sessions with data-based instruction to reinforce best practices and support clinical teams.
- Monitored account activity and software usage as primary escalation contact for clinical and technical support, ensuring timely issue resolution.
- Worked with regional sales managers on territory expansion plans, growth priorities, and account development opportunities.
- Received Circle of Excellence (President's Award) for territory growth, strong account partnerships, and clinical support performance.
Customer Support Specialist
Straumann Group USA
North Andover, MA
2021.01 - 2021.07
- Managed high-volume customer relations in technical support, resolving complex back-order logistics and lab milling case issues to enhance customer satisfaction.
- Utilized CAMDB software to track case lifecycles, proactively identify bottlenecks, troubleshoot technical anomalies, and provide accurate turnaround updates to clients.
- Streamlined client onboarding by processing new registrations, maintaining accurate account details, and generating tracking tickets for timely issue resolution.
- Coordinated with internal colleagues and dental professionals using Microsoft Outlook, Teams, and TeamViewer to facilitate rapid problem-solving.
Lead Orthodontic Assistant
Reichheld Ting Orthodontics
Billerica, MA
2007.01 - 2020.11
- Partnered directly with orthodontists to diagnose complex cases and establish effective, patient-centered treatment plans.
- Captured high-precision diagnostic patient records, supporting accurate diagnosis and effective treatment planning.
- Performed specialized clinical procedures, including appliance deliveries, placing lingual retainers, iTero digital scans, bonding/debonding.
- Oversaw management of diverse orthodontic appliances and retention devices, ensuring proper usage and patient compliance.
- Enhanced patient experience through family education, promoting parent involvement in treatment planning, and coordinating with front desk operations.
- Maintained strict adherence to clinical safety standards, managed multi-line communications, and oversaw inventory procurement and equipment maintenance to ensure seamless daily operations.
Dental Assistant
Nashua Family Dentistry
Nashua, NH
2005.01 - 2007.01
- Practiced advanced four-handed dentistry, providing expert chair-side support during general, endodontic, and periodontal procedures.
- Fabricated temporary crowns and executed precise alginate impressions and final crown preparation molds to ensure quality patient restorations.
- Administered in-office Zoom whitening treatments and managed clinical inventory to maintain efficient supply levels and enhance patient satisfaction.
Education
Dental Assisting Certificate
Dental Practitioner
Swampscott, MA2005-01
High School Diploma -
Beverly Highschool
Beverly, MA1997-06
Skills
- Clinical training
- Software training
- Clinical software integration
- Account management
- Customer relationship management
- Territory planning
- Case tracking
- Product Development
Certification
Dental Assisting Certificate 2005
PROFESSIONAL OVERVIEW
Results-driven and accomplished Clinical Specialist with extensive expertise in the orthodontic and dental industry. Proven track record of driving territory growth, delivering high-impact software training, and cultivating strategic client relationships. Recognized for top-tier performance, operational excellence, and exceptional cross-functional collaboration to maximize clinical adoption and practice success.
Timeline
Senior Clinical Development Specialist, New England
uLab Systems
2021.07 - Current
Customer Support Specialist
Straumann Group USA
2021.01 - 2021.07
Lead Orthodontic Assistant
Reichheld Ting Orthodontics
2007.01 - 2020.11
Dental Assistant
Nashua Family Dentistry
2005.01 - 2007.01
Dental Assisting Certificate
Dental Practitioner
High School Diploma -
Beverly Highschool