Shirley Lu

● Collaborated with cross functional stakeholders to develop a CRM (Customer Relationship Management) strategy for full customer lifecycle support, leads, growth prospects and retention via continual of services.

● Led a project to identify the key inefficiencies within the client engagement standard operating procedure by utilising CDP (Customer Data Platform) data points to develop and optimise productivity, efficiency, expansion and fast track onboarding and renewal of services.

● Redefined onboarding strategy and curated a push for internal referrals which significantly increased the number of internal leads resulting in an extra 4 percent growth to existing accounts.

● Managed and grew a caseload of 440 NDIS (National Disability Insurance Scheme) clients for a multidisciplinary team of 14 allied health therapists by supporting new referral enquires, referral therapist allocation, onboarding, plan renewal requests, funder/funding restructures, appointment bookings, invoice billing errors, and MDT (multi-disciplinary team) bookings.

● Maintained and nurtured relationships with existing NDIS support coordinators, plan managers, SIL/SDA service providers which promoted increased accessibility to our multidisciplinary services.

● Organised and attended events such as Ready Set Connect, disability expos, movie premiers and workshops to build relationships, rapport and identify new business opportunities by deepening relationships with existing and new stakeholders.

● Generated and maintained pipeline referral leads via documentation of cold calls and email logs in our CRM system (Salesforce). Successfully converting 95% of leads to active clients for onboarding.

· Answered support calls and emails from dentists and internal sales managers requiring assistance with iTero and Invisalign related products.

· Driven the company's NPS score as I have achieved the highest customer satisfaction perfect 10 Medallia ratings each quarter within my team. I have been the top achiever since the second quarter of 2021.

· Sustained a KPI score of 10 on Medallia.

· Resolved 91% of iTero related issues within the first call and gathered necessary information to resolve complex issues.

· Documented the standard processes of iTero and Invisalign and assisted in educating the team by training new members within the field.

· Liaised with Salesforce and payment teams abroad to resolve ongoing issues to better serve customers' needs.

· Documented all calls and emails via the Salesforce ticketing system.

· Onboarded customers for their newly purchased iTero scanners (medical device) by creating accounts and logins for iTero and Invisalign customers.

· Prioritised workload and meeting customer demands by ensuring all tickets are completed on time based on SLA status.

· Conducted and led focus groups with young migrant refugee youths.

· Liaised with professors, post-graduates, doctors, health care workers, university students and refugee youths to identify key barriers that prevent migrant refugee youths from accessing health care services which promote sexual and reproductive health rights in Western Sydney.

· Attended zoom meetings and aided in the formation of surveys and questionnaires for research to best suit migrant and refugee youths.

· Participated in questionnaires to improve and encourage new or better ways to be inclusive of all groups within migrant refugee youth communities.

· Identified areas within the research which needed improvement and strategically resolved concerns in group meetings.

· Analysed reoccurring qualitative themes from the focus groups.

· Evaluated focus group sessions and identified ways to better improve probing skills to effectively obtain research.

· Provided chair side assistance during restorative and cosmetic procedures using the iTero scanner.

· Adjusted aligners and restorative products utilising the iTero scanner.

· Took bitewing, periapical, panoramic, and occlusal x-rays and prepared for the dentist to view.

· Worked effectively in a team environment to ensure all procedures ran in a timely manner.

· Processed payments and booked future procedures for patients.

· Replenished materials and sterilised equipment.

· Sanitised equipment and treatment rooms, restocked supplies after each patient's treatment to maintain cleanliness.

· Prepared and set out instruments and products required for procedures.

· Gathered and reviewed patient records, data and health history to share with dentists for quick and accurate patient assessments, diagnoses and treatment.

· Developed dental x-rays to detect tooth decay, cavities and other issues.

· Assisted dentists in permanent and temporary restorative procedures.

· Entered patient data into dental record system.