Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Jennifer Bradley

Rockwall,TX

Summary

Detail-oriented Software Support Technician with 2+ years of high-quality technical service experience in troubleshooting for various dental offices around the United States. Talented Manager with 5+ years expert team leadership, planning and organizational skills. Equip employees to independently handle daily functions and meet customer needs. Diligent trainer with exceptional management abilities and results-driven approach. Experienced Patient Coordinator with over 3+ years of experience in the Dental Arena. Excellent reputation for resolving problems and improving customer satisfaction.

Overview

29
29
years of professional experience

Work History

Customer Loyalty Specialist

Henry Schein One
American Fork, UT
07.2022 - Current
  • Provided excellent customer service and provided answers to client questions within set standards.
  • Worked cross-functionally with various members of Customer Success team.
  • Interpreted contracts and communicated terms and conditions.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Communicated professionally with colleagues, and clients.
  • Improved overall efficiency by anticipating needs and providing outstanding support.
  • Cross-trained and backed up other customer success team members.
  • Delivered prompt service to prioritize customer needs.
  • Cross-trained and provided backup support for organizational leadership.
  • Responded proactively and positively to rapid change.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.

Support Technician/Implementation Specialist

Henry Schein
Arlington, TX
08.2019 - 05.2022
  • Follow proper troubleshooting steps, ask clarifying questions, and discover underlying causes of concern
  • Installed and Implemented Demand Force Software for Demand Force Clientele
  • Effectively educated and communicated with customers on product use and assist them in fully utilizing available features to improve office productivity
  • Responded to support requests from Patient Engage, Dentrix and eService's trainers and clients resolving complex software failure or errors. And providing support for product knowledge
  • Processed over 50 support requests weekly for technical assistance on wide range of issues related to Demandforce Product
  • Suggested solutions to developing problems during remote sessions so that correct modifications could be made
  • Configured, installed and handled troubleshooting tasks for variety of different applications
  • Delivered exceptionally high level of professionalism and support to each client, upholding company's commitment to service
  • Explained complex, technology-related issues in basic, understandable terms to clients
  • Onboard new customers by installing and on occasion coordinating software installs. Training customers on products, ensuring product adoption/usage, and provided ongoing support as primary point of contact
  • Developed and maintain creditable and strong relationships with business owners and staff by performing follow-ups for all software or product productivity
  • Handle escalated customers with superb level of professionalism and decorum
  • Worked with at risk accounts to conduct best solutions for management of Dental and Communication Software
  • Maintained vast understanding of, and prepared to assist all assigned clientele in terms of opportunities and current issues
  • Regularly shared best resolutions for practicing Dental Offices regarding their Dental and Communication Software

Web Developer

Self-employeed
DeSoto, TX
05.2019 - 08.2020
  • Designed, implemented, and monitored web pages, plugins, and functionality for continuous improvement
  • Coded websites using HTML, CSS, JavaScript, and Bootstrap
  • Embedded media into sites using reliable, streamlined protocols and technologies
  • Multi-tasked across multiple functions and roles to generate project results and meet deadlines and organizational expectations.
  • Embedded media into sites using reliable, streamlined protocols and technologies.

Owner/CPR Instructor

Hero2Hero CPR
DeSoto, TX
08.2018 - 08.2019
  • Instructed students about the cardiopulmonary resuscitation techniques and how to perform such techniques
  • Educated students about advanced methods of chest compressions and artificial respiration
  • Educated students to provide First aid, CPR and AED services
  • Provided immediate and constructive feedback to students individually and as group.
  • Evaluated students' competencies through written assignments and examinations.
  • Instructed students on how to perform head-to-toe assessments on patients and how to intervene in medical emergencies.
  • Conducted clinical simulations and provided feedback for each individual student.
  • Worked flexible hours; night, weekend, and holiday shifts.


RDA/Front Desk

Art of Dentistry
DeSoto, TX
07.2018 - 02.2019
  • Oversee patient relations & handle patient complaints by communicating with the practice manager
  • Confirm next day's appointments according to protocol and patient preferences
  • Manage doctor and hygiene schedules throughout day by completely filling appointment “holes” by utilizing appropriate computer reports
  • Track and manage broken, cancelled, and overdue recall appointments daily to prevent “falling through the cracks”
  • Encourage patients to proceed with treatment by supporting necessary treatment recommendations and maintaining communication with patients regarding outstanding treatment plans.
  • Scheduled appointments for new and existing customers, factoring in provider availability and scheduling loads.
  • Explained treatment procedures and instructed patients on home care guidelines.
  • Prepared comprehensive radiological images, allowing supervisory dental staff to spot cavities, tooth decay and areas needing treatment.
  • Booked patient appointments and managed treatment details using Dentrix Dental software
  • Assisted dentist with paperwork and billing protocol for both routine and less common procedures.
  • Typed patient data into computer system using Dentrix software while following privacy laws and maintaining high level of accuracy.
  • Used Dentrix to document and maintain patient information and health background.
  • Measured and recorded vital statistics by taking patients' blood pressure, temperature and pulse.
  • Scheduled appointments, prepared bills and received payment for dental services by completing insurance forms, verifying insurance information and maintaining records.
  • Recorded patients' health histories, documented current symptoms and pulled up records from prior visits for dentists to view and evaluate.
  • Managed office schedules and calendars to coordinate administrative planning and execution.

Medical Logistics Specialist

United States Army
Landsthul, Germany
05.1999 - 10.2014
  • Ability to effectively prioritize task to accommodate frequent changes in workload to meet deadlines
  • Responsible for inventory and distribution of medical supplies to major hospitals and clinics within the U.S and Iraq
  • Knowledge of acceptable procedures and methods for effective control, handling, and distribution of medical supplies
  • Produced weekly status reports detailing logistic operations and problems
  • Managed loading, unloading, movement and sorting of supplies to keep deliveries on schedule.
  • Requisitioned materials to restock inventory and obtain goods for medical supply production.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Carried out day-day-day duties accurately and efficiently.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Maintained energy and enthusiasm in fast-paced environment.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Attended training classes to maintain certification licensure, keep abreast of new developments in field and maintain existing knowledge.
  • Proved successful working within tight deadlines and fast-paced atmosphere.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.

Front End Manager

Sack N Save
Dallas, TX
01.1995 - 01.2003
  • Maintained strong customer relations and effective customer service standards.
  • Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
  • Oversaw cashier operations, bookkeeping and security.
  • Coached employees through day-to-day work and complex problems.
  • Motivated employees to perform at peak productivity with morale-boosting programs.
  • Recorded financial transactions and performed account reconciliations.
  • Worked with security staff and law enforcement on shoplifting and vandalism response.
  • Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
  • Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
  • Multiplied earnings through sales goal achievement, customer service improvements and commitment to team objectives.
  • Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
  • Monitored cash drawers in 15 checkout stations to verify adequate cash supply.

Education

Bachelor of Science - Cyber Security

Southern New Hampshire University
Hooksett, NH
03.2023

Skills

  • Basic understanding of industry practices
  • 6 years of professional experience in Dental and Technology
  • General proficiency with tools, systems, and procedures
  • Basic planning/organizational skills and techniques
  • Good decision making, analysis and problem-solving skills
  • Good interpersonal skills, verbal and written communication skills, and basic presentation/public speaking skills
  • Consultative approach to customer success
  • Customer experience professional
  • Vast knowledge of Demandforce and Dentrix software
  • Ability to have difficult conversation with customers
  • Understanding of competitive scene

Additional Information

Product knowledge of DemandForce and Dentrix Software allows me to be the best Candidate for the role of Customer Success Manager. As a Technician in Dentrix, Patient Engage Quickbill, and Eclaims, I saw first hand the problems that Henry Schein clients were and still are encountering. I am able to provide insight into what issues our clients are experiencing and relay that information over to the Customer Success Team to evaluate and resolve the clients' concerns more effectively. In addition to Technical skill I have vast knowledge of Dental Office operational procedures., which provides me the insight into how these offices function from day to day.

Timeline

Customer Loyalty Specialist

Henry Schein One
07.2022 - Current

Support Technician/Implementation Specialist

Henry Schein
08.2019 - 05.2022

Web Developer

Self-employeed
05.2019 - 08.2020

Owner/CPR Instructor

Hero2Hero CPR
08.2018 - 08.2019

RDA/Front Desk

Art of Dentistry
07.2018 - 02.2019

Medical Logistics Specialist

United States Army
05.1999 - 10.2014

Front End Manager

Sack N Save
01.1995 - 01.2003

Bachelor of Science - Cyber Security

Southern New Hampshire University

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Jennifer Bradley