Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,
Professional Summary

Enthusiastic Senior Customer Service Representative with more than 19 years of customer service and order management experience adds value to business by providing outstanding customer service, engaging customers and building relationships with buyers. Exhibits strong command of company's customer service policies and remains well-trained in product knowledge to offer quick and accurate assistance to customers. Operates at high level to consistently meet or exceed business quality and productivity standards.

  • Order fulfillment
  • Service recommendations
  • Complaint resolution
  • Domestic sales support
  • New Product Information
  • Customer Complaint Resolution
  • Product Knowledge
  • Billing Inquiries
  • Database Management
  • Professional telephone demeanor
  • Creative problem solving
  • Shipping procedures understanding
  • POS systems expert
  • Route dispatch
  • Administrative support
  • Dental terminology knowledge
Work History
09/2018 to 03/2021 Senior Customer Service Representative Owens & Minor, Inc. | Tampa, FL,
  • Provided primary customer support to Patterson Dental Territory Representative's internal and external customers in fast-paced environment.
  • Processed, scheduled and executed customer orders utilizing Patterson Dental's online portal and SAP.
  • Fielded customer questions regarding available merchandise, sales, current prices.
  • Researched and rapidly resolved client conflicts to maintain 100% of key accounts.
  • Educated customers on promotions to enhance sales and customer savings.
  • Maintained monthly customer spreadsheets detailing free goods submission data and cost savings.
  • Conferred with customers in person and via phone calls regarding concerns with products or services to resolve problems and drive sales.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Provided information to customers regarding charge accounts and loyalty program and helped to open and activate new accounts.
  • Cultivated customer loyalty, promoted repeat customers and improved sales.
  • Consulted with manufacturers and Patterson customer service department to address complaints, resolve discrepancies and create effective solutions.
  • Communicated with manufacturers regarding back order availability, future inventory and special orders.
  • Collaborated with manufacturer and shipping teams to determine likely timetables and organize efficient deliveries.
  • Liaised with customers and sales representative to better understand customer needs and recommend appropriate solutions.
03/2017 to 08/2018 Dental/Orthodontic Assistant, Procurement Speciali Jones & Copeland Smiles | City, STATE,
  • Maintained dental supply inventory by monitoring stock to determine inventory levels and placing and expediting orders for supplies.
  • Performed general chair-side duties to assist with various procedures, including general, endo and oral surgery.
  • Educated patients by giving oral hygiene, plaque control and postoperative instructions.
  • Assisted dentist in management of medical or dental emergencies.
  • Completed tooth impressions to support creation of accurate dental work to correct problems such as missing teeth.
  • Documented patients' dental health information, medical history and vital signs.
  • Educated patients on postoperative care, including how to protect dental work and boost healing.
  • Maintained complete documentation and records of all purchasing activities.
  • Verified proper operation of dental equipment by completing preventive maintenance, troubleshooting malfunctions and calling for repairs.
  • Prepared bitewing, panoramic and periapical radiological images, allowing dentist to spot cavities, decay and problem areas needing treatment.
  • Oversaw financial administration and managed dental supply inventory while selecting and monitoring vendors.
  • Used Open Dental to document and maintain patient information and health background.
  • Taught patients successful strategies for boosting oral hygiene, controlling plaque and protecting gums and tooth enamel from damage.
  • Incorporated advanced level Open Dental and Yapi proficiency for growth and training initiatives.
03/2002 to 03/2017 Lead Orthodontic Assistant/Procurement Specialist Dempsey Orthodontics | City, STATE,
  • Scheduled appointments for new and existing customers, factoring in provider availability and scheduling loads.
  • Prepped all examination rooms, sterilized equipment and instruments and maintained appropriate tray setup.
  • Completed tooth impressions to support creation of accurate dental work to correct problems such as missing teeth.
  • Performed administrative duties, including appointment setting and follow up calls.
  • Took x-rays, photographs and impressions of patients' teeth and mouth.
  • Prepared patient for orthodontist and performed simple tasks such as tightening braces and conducting preliminary examinations.

· Oversaw delivery of high-quality, cost-effective care with focus on patient safety, comfort and dignity.

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

· Entered patient data into dental records system using Orthotrac and observed all confidentiality rules to maintain patient privacy.

· Coordinated and managed patient care with efficiency and professionalism by scheduling appointments, educating patients and executed follow up calls to ensure patients comfort after procedures.

· Monitored and documented patient care to oversee employee and patient safety, hygiene and protection.

· Implemented and maintained streamlined supply ordering system, and provided doctors with monthly expense report.

· Executed sterilization system that met all OSHA requirements and provided acost savings of $5k/yr.

· Maintained master calendar and scheduled new appointments based on provider availability.

· Provided chairside assistance by handing Orthodontists instruments during various procedures.

· Independently delivered various orthodontic appliances to patient and provided home care instructions.

Built loyal patient following and retained 50+ return patients by providing empathetic and caring service.

Expected in High School Diploma | Fayette County High School, Fayetteville, GA GPA:
Expected in No Degree | Business Administration Nova Southeastern University, Davie, FL GPA:

American Association of Orthodontists

Pledge the Pink Breast Cancer Awareness Team Member

  • Certified Orthdontic Assistant

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Resume Overview

School Attended

  • Fayette County High School
  • Nova Southeastern University

Job Titles Held:

  • Senior Customer Service Representative
  • Dental/Orthodontic Assistant, Procurement Speciali
  • Lead Orthodontic Assistant/Procurement Specialist


  • High School Diploma
  • No Degree

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