Margaret Spikes
Columbus,GA
Summary
Adept at fostering client relationships and optimizing service delivery, I excel in cross-functional coordination and CRM software proficiency. At Dandy, I spearheaded initiatives that consistently surpassed QA expectations by over 90%, showcasing my commitment to operational excellence and customer satisfaction. My background also includes significant contributions to team collaboration and quality management.
Overview
8
8
years of professional experience
Work History
Client Scheduling Manager
tinyRHINO Agency
11.2024 - Current
- Develops long-term rapport with clients to cultivate loyalty.
- Collaborates with marketing teams on integrated campaigns that combine SEO tactics with other forms of online marketing.
- Provides outreach to new prospects generated through marketing campaigns to increase ROI for clients.
Clinical Support Specialist
Dandy
11.2022 - 04.2024
- Cross-Collaborated with customers, dental manufacturers, and internal teams, ensuring seamless communication and translation of customer feedback to enhance product designs with stakeholders.
- Owned high-priority accounts and escalations, providing industry leading support while ensuring customer satisfaction.
- Optimized expertise in dental equipment/clinical knowledge, product support, and quality control to uphold company SLAs to enhance overall customer experiences.
- Utilized multiple CRM software to streamline a revolving ticket queue of 130+ tickets per week.
Product Support Specialist
Dandy
03.2022 - 11.2022
- Collaborated with internal and external teams to ensure timely resolution and customer satisfaction via phone, chat, and email with a weekly volume of ~125 personal ticket resolutions.
- Monitored and supported practices throughout the dental restoration case setup process, demonstrating strong multi-line communication skills.
- Consistently exceeded internal QA score expectations with an average of >90% per week.
- Utilized case management software to document customer interactions over the ticket life cycle; Contributed relevant information to our internal Knowledge Base.
Senior Professional Care Team Specialist
Byte
10.2020 - 03.2022
- Led cross-functional collaboration to provide quality support during clear aligner treatments, working closely with sales, customer service, and design teams.
- Advised customers on treatment plans, addressing issues and ensuring their dental health aligned with company standards.
- Utilized Salesforce, Slack, Microsoft Teams, and proprietary software to streamline communication and support processes.
Registered Dental Assistant
Killeen Children's Dental And Orthodontics
05.2017 - 05.2019
- Assisted pediatric/orthodontic doctors in various procedures, demonstrating proficiency in clinical tasks and patient communication.
- Managed sterilization techniques, adhering to OSHA and HIPAA compliance.
- Maintained a high standard of care and professionalism, contributing to optimal results and patient satisfaction
Education
Master of Science - Comparative Biomedical Science
University of Georgia
05.2025
Bachelor of Arts - Health
Emory University
Atlanta, GA05.2016
Associate of Arts - Health
Oxford College of Emory University
Oxford, GA05.2014
Skills
- Customer relations
- Customer account management
- Client service optimization
- Cross-functional coordination
- Inter-department collaboration
- Total quality management
- Quality metrics
- Operational excellence
- SOP development
- CRM software proficiency
Timeline
Client Scheduling Manager
tinyRHINO Agency
11.2024 - Current
Clinical Support Specialist
Dandy
11.2022 - 04.2024
Product Support Specialist
Dandy
03.2022 - 11.2022
Senior Professional Care Team Specialist
Byte
10.2020 - 03.2022
Registered Dental Assistant
Killeen Children's Dental And Orthodontics
05.2017 - 05.2019
Master of Science - Comparative Biomedical Science
University of Georgia
Bachelor of Arts - Health
Emory University
Associate of Arts - Health
Oxford College of Emory University
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