Tylah Burton

Operations Management

• Acted as the direct point of contact to enable inter-department collaboration on orders to ensure customer expectations and surgery dates were met in line with the company's 24 business hour response turnaround timeframe for customer queries.
• Managed day-to-day operations of the customer service team, including hiring, training and coaching employees.
• Worked closely with other departments such as marketing, sales, product development and finance to ensure alignment on company goals and objectives related to customer satisfaction.
• Collaborated with IT teams on systems improvements that would enhance the overall user experience.
• Assessed existing processes, identified opportunities for improvement and recommended solutions that increased efficiency within the organization.
• Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
• Drove customer escalations to resolution by engaging directly with clients.
• Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
• Delegated work to staff, setting priorities and goals.
• Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
• Monitored the status of all cases and addressed Sales Team Managers enquires
• Maintained full and accurate records of all customers in the company CRM including all specialties, products used, objections raised, response to previous presentations, best times to see/contact and specific order requirements.
• Internally lead distribution agreements/ contracts/ reseller agreements across all departments to ensure ongoing successful maintenance and fulfillment of agreements as well as successful development and maintenance of client relationships.
• Evaluated and enhanced workflow to implement best practices, reduce costs and increase staff motivation and satisfaction.
• Provided education and training to relevant staff in hospitals and imaging providers on the companies ordering software, products and specific requirements for CT scan data required for custom implant production.
• Assisted with sales conference activities, including but limited to attending, booking trade displays/furniture, registrations, airfares and accommodation.
• Managed product samples, demonstrations and loan stock.
• Worked closely with production team and engineers to ensure timely design and manufacture of implants to meet customer requirements.

Office and Customer Service Management

• Developed and implemented office policies and procedures.
• Maintained filing system for records, correspondence and other documents.
• Ordered supplies and equipment to maintain adequate inventory levels.
• Answered phone calls, responded to emails, routed mail and coordinated courier services.
• Resolved customer inquiries in a timely manner while maintaining positive relationships with clients.
• Managed front desk operations including greeting visitors, answering questions or directing them to appropriate personnel.
• Organized company events including holiday parties, team building activities and staff birthday celebrations.
• Managed office inventory and placed new supply orders.
• Used judgment and initiative in handling confidential matters and requests.
• Implemented and maintained company protocols to facilitate smooth daily activities.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• Resolved customer inquiries and complaints requiring management-level escalation.
• Reviewed completed work to verify consistency, quality and conformance.
• Interviewed prospective employees and provided input to HR on hiring decisions.
• Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.

Marketing

• Collaborated with Executive Chairman and VP Global Sales to develop product and company promotional material and product catalogue.
• Designed new marketing material including targeted information to assist surgeons, medical professionals and patients in selecting company products.
• Collaborated with IT team to design digital media intended for the companies website.
• Assisted with requests for digital and print media for medical journals and conferences.

• Provided customer service in a courteous and professional manner.
• Resolved customer issues in an efficient and timely manner.
• Assisted customers with placing orders for products and services.
• Maintained accurate records of customer interactions and transactions.
• Established trustful relationships with customers through effective communication skills.
• Updated internal databases with new account information as needed.
• Provided general administrative support including filing documents, scheduling appointments.
• Followed up on emailed or web-submitted customer inquiries within standard response times.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Demonstrated excellent communication skills in resolving product and consumer complaints.

• Created marketing campaigns to promote products, services, and brand awareness.
• Developed and implemented strategies to increase customer satisfaction and sales growth.
• Analyzed market trends to identify new opportunities for product development and expansion into new markets.
• Conducted market research to inform pricing strategy decisions.
• Negotiated with vendors on behalf of the company to secure favorable terms for promotional materials.
• Designed promotional materials such as flyers, brochures, catalogs, advertisements.
• Created content such as press releases, website copy, blog posts, social media posts, email campaigns.
• Determined price schedules and discount rates.
• Managed customer records and data in CRM.

• Organized travel arrangements, including flights, transportation, and accommodation.
• Prepared documents such as reports, presentations, agendas, and correspondence.
• Greeted visitors in a professional manner and provided assistance with inquiries.
• Coordinated meetings between internal departments and external partners.
• Maintained confidential files related to personnel records or other sensitive information.
• Assisted with special projects as needed by researching topics, collating data, preparing summary of findings.
• Monitored deadlines for tasks assigned to staff members on behalf of the executive team.
• Arranged conference calls with remote employees or clients located outside of local area.
• Ran errands to help with daily tasks, enabling employer to focus on more pressing duties.
• Organized personal and professional calendars with reminders for upcoming meetings and events.
• Checked personal and professional activities to remind employer of priority tasks and deadlines.
• Screened telephone calls and inquiries and directed as appropriate.
• Provided assistance communicating, typing correspondence or obtaining information.
• Kept patient health and personal information private and confidential.
• Prepared business contracts and agreements.
• Provided transport to and from multiple clinic sites.

• Coordinated medical records between internal departments and external providers.
• Maintained accurate patient information in electronic health records system.
• Assisted with daily operations such as opening and closing the clinic, managing inventory levels, ordering supplies.
• Participated in quality improvement initiatives to ensure compliance with regulatory standards.
• Updated patient information as needed in practice management software.
• Communicated with patients with compassion while keeping medical information private.
• Complied with OSHA and HIPAA regulations.
• Explained policies, procedures and services to patients.
• Collaborated with multi-disciplinary staff to improve overall patient care and response times.
• Handled all patient complaints on a national scale