Vikki Phaviseth

-Help members by engaging and interacting with a wide range of people including leadership, support staff and internal and external partners.

-Engage with members and customers to identify issues and apply customized solutions to meet their personal and technology needs.

-Resolving member issues - determining what went wrong, asking questions and resolving appropriate actions.

-Maintaining relationships with both satisfied and dissatisfied members.

-Help members achieve the best possible health outcomes which will increase member retention and grow brand awareness.

-Reach out to provider and pharmacy to verify insurance and claims information.

-Deliver customer focused support through phone and email relating to Resound hearing aids, wireless accessories, and mobile devices.

-Help to resolve issues and questions while providing basic product information and assistance.

-Help empower the end user through knowledge and understanding of their devices.

-Provide customer service and technical support via phone and email.

-Document all customer interactions and technical issues in systems designated by the company.

-Test and evaluate new products prior to release.

-Coordinate with internal department to ensure quality and customer satisfaction.

-Report app and product discrepancies to the Consumer Technical Support Supervisor for escalation.

• Custom product support to customers, including fit issues, trouble-shooting, repair issues, product information, and follow-up for multiple current and discontinued product lines
• Establish and maintain customer profiles to ensure account-specific standard requests are met
• Provide pro-active customer engagement on clinical and non-clinical issues via phone and email
• Provide regional support to sales team
• Monitor customer orders for specific customers as necessary to support sales efforts
• Document necessary customer comments in SharePoint, Navision and Salesforce.com to ensure customer expectations are understood
• Process orders such as Expedite/Rush, orders changes and cancellations

• Addresses customer inquires with placing orders, check order status and delivery dates, product warranty status, product options specifications and dispenser referrals
• Collaborate with sales personnel by proactively contacting customers to discuss sales and service while mitigating any issues or concerns of the customers
• Utilizes Sales force.com to document customer interactions file and distribute customer complaints to appropriate departments
• Provides internal customer service support for manufacturing facility by contacting customers for order clarification, communicating necessary changes made to customers orders and perform comprehensive follow-up with regard to commitments made regarding product delivery
• Fulfill stock product and accessory orders

• Consulting in design decisions for optimal acoustical performance and cosmetics
• Use Patient Optimizer to determine optimum power using stringent standard in achieving the highest quality product
• Evaluating the impressions to insure that only top quality products are produced without compromise
• Contribute recommendations to optimize cosmetics while retaining acoustical performance
• Engage in clarifying discussions with customers to ensure we completely understand the inefficiencies brought to our attention, while offering the best solution