Teri Hoerstmann
Hamilton,OH
Summary
Versatile professional specializing in dental software onboarding prepared for challenges of Director role. Skilled at planning, implementing, and overseeing key improvements to drive organizational and customer success. History of navigating complex challenges and cultivating an open collaborative culture with free exchange of information to guide cohesive, high-performing teams.
Committed to an enhanced customer experience through innovative training programs and onboarding efficiency. Pursuing new professional challenges with a growth-oriented company focusing on the customer experience.
Overview
20
20
years of professional experience
Work History
Sr. Manager, Customer Experience | Onboarding
Henry Schein One
04.2024 - 02.2025
- Provided strong leadership to enhance newly formed onboarding team of 20 to improve productivity and morale.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit.
Manager, Software Training
Henry Schein One
06.2020 - 04.2024
- Managed and motivated US and Canada teams covering 6 software. This includes the management of 100+ Independent Training Contractors.
- Developed and maintained relationships with customers.
- Created Ascend Training Model to scale for DSO and Private Customers
Field Training Manager - Dentrix & Dentrix Ascend
Henry Schein / Henry Schein One
02.2012 - 06.2020
- Developed customized training plans for DSO, Multi-Location and Private Customers.
- Recruited & Certified approximately 25-50 Training candidates per year for Dentrix, Dentrix Ascend & Dentrix Enterprise and special projects.
- Championed the adoption of new technology platforms to facilitate remote learning and increase accessibility for geographically dispersed teams.
Certified Dentrix Trainer
Independent Contractor - Self Employed
03.2005 - 02.2012
- Mentored & trained customers on Dentrix & Easy Dental software throughout their onboarding process and industry best practices.
- Maintained a Level 5 Certification for Dentrix and Easy Dental.
- Delivered dynamic presentations to facilitate learning and retention among diverse audiences including Business of Dentistry.
Education
Prosci - Certified Change Management Practioner -
Prosci - Certified Train-The-Trainer
01-2014
Skills
- Process optimization leadership
- Continuous process refinement
- Detail-oriented project coordination
- Relationship building skills
- Service-oriented communication
- Collaborative brainstorming
- Employee performance reviews
- Problem-solving aptitude
Accomplishments
- Improved customer onboarding experience by introducing Customer Workflow Analysis and Design Decision Matrix customer tools.
- Collaborated with internal teams with development and release readiness of Dentrix Ascend Software.
- Led Onboarding Team of 20 project managers and 100 independent training contractors.
- Facilitated a US and Canada CRM project transitioning training processes from Siebel to Salesforce.
- Documented and resolved onboarding roadblocks leading to a 50% reduction of the closed office hours and onboarding time for customer.
- Directed & budgeted 3 day Train-the-Trainer onsite conference.
- Prosci Certified delivering change management content to Certified Trainers, Management & WLN groups.
- Collaborated with Education Team for the development of Learning Management System
Timeline
Sr. Manager, Customer Experience | Onboarding
Henry Schein One
04.2024 - 02.2025
Manager, Software Training
Henry Schein One
06.2020 - 04.2024
Field Training Manager - Dentrix & Dentrix Ascend
Henry Schein / Henry Schein One
02.2012 - 06.2020
Certified Dentrix Trainer
Independent Contractor - Self Employed
03.2005 - 02.2012
Prosci - Certified Change Management Practioner -
Prosci - Certified Train-The-Trainer
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