Sara Browning
Montrose,IL
Summary
With over 10 years of experience in the dental technology industry, I am passionate about helping dentists and their practices optimize workflows, improve their patient care, and grow their business. I have extensive knowledge of eServices, patient communication software, and practice insight tools. I value collaboration, innovation, and excellence, and I strive to deliver exceptional service and support to clients and partners while meeting company goals utilizing consistent and organized practices. I am skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
18
18
years of professional experience
Work History
Customer Success Manager
Henry Schein One
09.2022 - 08.2024
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for the customer support team.
- Created customer support strategies to increase customer retention for over 1,000 practices.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained aprofessional demeanor by staying calm when addressing unhappy or angry customers.
Clinical Implementation Specialist
Patterson Companies
02.2015 - 09.2022
- Assisted account executives with strengthening client relationships through targeted solutions.
- Focused solutions on industry-specific workflow, client base and protocols, tailoring implementations to client needs.
- Aided senior leadership in authoring data capturing reports to identify issues and determine solutions.
- 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.
Customer Service Call Center Supervisor
Consolidated Communications
11.2006 - 11.2014
- Read, analyzed and interpreted complex procedures and regulations while drafting general correspondence to facilitate administrative processes.
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Evaluated interactions between associates and customers to assess personnel performance.
- Assisted marketing team on short-term and long-term promotional projects and provided regular updates on status and progress.
- Conducted surveys to determine customer opinion of products and services.
- Answered multi-line phones and used active listening skills to assess client's issues and challenges.
- Maintained customer account information database by canceling and updating customer accounts.
- Developed internal requirements and standards to minimize regulatory risks and liability across programs.
Education
High School Diploma -
Mattoon Senior High School
Mattoon, Illinois06.2006
Skills
- Customer Account Management
- Strategic Planning
- Client Relations
- Sales management
- CRM Software
- Customer Retention
Timeline
Customer Success Manager
Henry Schein One
09.2022 - 08.2024
Clinical Implementation Specialist
Patterson Companies
02.2015 - 09.2022
Customer Service Call Center Supervisor
Consolidated Communications
11.2006 - 11.2014
High School Diploma -
Mattoon Senior High School
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