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Senior Manager, Technical and Software Support Resume Example

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SENIOR MANAGER, TECHNICAL AND SOFTWARE SUPPORT
Professional Summary

Audiologist with experience in hearing instrument selection, fitting, adjustments, technical support, product management and participation in research activity seeking a role that combines the science of hearing instrument technology and potential benefit with working with people as a Research Audiologist.

Licenses

•Licensed Audiologist, State of Illinois, 1989-present

•Certified Hearing Aid Dispenser, State of Illinois, 1984-present

•Division of Specialized Care for Children provider

•American Academy of Audiology member

•Malpractice – Currently Covered

Skill Highlights
  • 21 years of dispensing experience
  • Passionate about helping the hearing-impaired
  • Product Management
  • Prior research experience
  • Excellent written communication
  • Collaborative
  • Independent
  • Adept multi-tasker

Professional Experience
PhonakFebruary 2012 to July 2015Senior Manager, Technical and Software Support
Warrenville, IL
  • Responsible for team of nearly 26 remote and inside Technical Support Audiologists, four Software Support Specialists, a Consumer Liaison and a Credit Rebill Specialist.
  • Sccessfully supported a transparent integration of Lyric into Customer Care, the VA Integration with Unitron, implemented cross-training within Technical Support for all channels (Lyric, Costco, VA, School, Commercial), and led the project to move EOLAS resources into SFDC Knowledge to complete on time and with limited resources.
  • Facilitated the transition of credit rebill activities into Customer Care, including development of structure, work instructions, training, onboarding and met turn-around time goals.
  • Served as Interim Customer Service Manager in 2014.
  • Successfully built a pipeline of Technical Support candidates and the structure to support, supported evolution of the remote Technical Support model that grew and elevated the level of the team, partner with SeHC in the B2C website evolution and support from PHUS, provide input into the Hearing Aid Benefit Program and successfully partnered to roll out the Potential Medical Issues tracking in SFDC across the organization.
PHONAKNovember 2008 to February 2012Sr. Manager, Product Management
Warrenville, IL

Lead team of four Product Managers, successfully launched Phonak products on-time for all launches from November 2008 to February 2012, including accelerated launches and added off-cycle launches with the focus to exceed revenue goals.


Additional responsibilities: Approving authority for Product Requirement Documents, PSG preparation including analysis of portfolio gaps and revenue opportunities with recommendations, Focus Group participant, Product Manager -Fitting software, Edited Insight papers and reviewed B2B and B2C materials, Collaborated in creation of customer training materials including for regional trainings, on-line trainings, customer in-office trainings,

Created customer-facing messaging for product-related challenges including product failures/supply issues, etc., participated in Sales Meetings, Monitored product failures and strategized for mitigation/solutions with HQ.

PhonakNovember 2008 to February 2012Senior Manager, Product Management
Warrenville, IL
  • Lead team of Product Managers, successfully launched Phonak products on-time for all launches from November 2008 to present, including accelerated launches, with the focus to exceed revenue goals.
  • Additional responsibilities: Approving authority for Product Requirement Documents, PSG preparation including analysis of portfolio gaps and revenue opportunities with recommendations, Focus Group participant, Product Manager -Fitting software, Edit Insight papers and review B2B and B2C materials, Collaborate in creation of customer training materials including for regional trainings, on-line trainings, customer in-office trainings.
  • Create customer-facing messaging for product-related challenges including product failures/supply issues, etc.
  • participate in Sales Meetings, Monitor product failures and strategize for mitigation/solutions with HQ.
PhonakMarch 2006 to November 2008Product Manager - Business Class
Warrenville, IL
  • Executed Business Class product launches on time including Eleva, microPower, Audéo, Naída, Versata, Certena, and the associated fitting software.
  • Developed marketing plans, marketing strategies, implemented pricing, monitored sales and addressed product quality issues to mitigate or pursue successful solutions.
  • Developed additional training materials and executed on training for products to internal staff and external customers including technical training, Product Launch kick-offs,.
  • Presentations - 11th Annual Mid-Atlantic Hearing Expo - "microStyle Generation - Your Clients Might Not Be Invisible But Their Hearing Systems Can Be" Gettysburg, PA, March 2007.
PhonakJuly 2004 to March 2006Team Lead and Technical Support Audiologist
Warrenville, IL
  • Midwest Customer Response Team Lead and technical phone support to Phonak accounts.
  • Responsibilities included technical phone support for hearing instrument and FM fittings, monitoring and maintaining all aspects of Midwest Accounts, outside Sales and Training support, and supervision of seven internal Customer Service employees.
  • Additional contributions include co-responsibility for refining the Phonak Employee Hearing Instrument Benefit Program and facilitating its implementation.
  • Presentations - Proposed, developed and presented a breakout session on "Counseling High End Digital Hearing Instruments" during multiple Open Houses.
HEARING HEALTH CENTERJanuary 1989 to January 2004Director of Audiology
Naperville, IL
  • Clinical and Dispensing Audiologist - diagnostic testing, hearing aid and assistive listening device selection and dispensing to clients of all ages with communication disorders associated with hearing loss.
  • Testing experience included conventional, conditioned and behavioral audiometry, impedance, otoacoustic emissions, auditory brainstem response, videonystagmograpyhy, and Balance Master System.
  • Experience with hearing instruments included all styles of hearing instruments, including conventional analog, programmable and digital technologies, with special considerations in fitting and managing pediatric client cases.
  • Additional responsibilities: analysis of departmental statistics for sales, returns, and strategies for improvement; supervision of CFY and junior audiologists; maintenance of fee schedules and billing programs; soliciting and negotiating contracts for services with insurance companies; community speaking engagements; coordinating the launch of The Center for Balance Disorders (vestibular assessment and rehabilitation) within Hearing Health Center including development of protocols for services, billing procedures, tracking of reimbursement, training staff and as liaison with the physical therapy provider; and development and maintenance of HIPPA program compliance.
  • WIDEX PEDIATRIC HEARING AID ASSISTANCE PROGRAM (2002-2005 data collection completion date).
  • One of five pilot sites in a research project measuring the long-term benefits of digital amplification for pediatric wearers.
  • Hearing Health Center was the only private practice setting selected to participate, all other sites were university/educational programs.
  • Responsibilities include data collection and management over the three year study commitment, including audiologic evaluations, coordination of speech and language assessments, fitting, and verification of fitting.
  • TRAINER, PEDIATRIC ISSUES IN HEARING AID DISPENSING, WIDEX CORP.
  • Fall, 2000) Presented a full day training class to audiologists, speech pathologists, and other professionals on Widex digital technology as is applies to pediatric patients.
  • Topics included information on Widex signal processing strategy and its benefits, fitting strategies and philosophies for pediatric patients, validation and verification methods.
University of IllinoisJanuary 1987 to January 1989Center for Craniofacial Anomalies - Department of Pediatrics
Chicago, IL
  • Clinical Audiologist - participated as sole audiologist in a multidisciplinary team responsible for the care of children with craniofacial anomalies ages 0-21 years.
  • Specific responsibilities included diagnostic testing, hearing aid selections and conformity checks.
  • Additional responsibilities - development of Xomed Audient Implantable Bone Conduction Device program, coordination of otologic care and Quality Assurance Program.
EYE AND EAR INFIRMARY, University of IllinoisJanuary 1985 to January 1987Audiologist
Chicago, IL
  • Clinical and Dispensing Audiologist - provided diagnostic testing, hearing aid dispensing and aural rehabilitation services to patients of all ages with medical and communication disorders associated with hearing loss.
  • Additional responsibilities - development and rollout of hearing aid dispensary program and neonatal hearing screenings.
CHARLES A. LOWE AND ASSOCIATESJanuary 1983 to January 1985Dispensing Audiologist
Chicago, IL
  • Dispensing Audiologist - provided selection, dispensing and follow-up care to clients of all ages using hearing instruments.
  • Additional responsibilities - management of wholesale hearing aid sales program, and supervision of CFY audiologists and graduate school clinicians.
Education and Training
University of IllinoisMay 1981Bachelor of Science: Speech and Hearing ScienceUrbana, IllinoisSpeech and Hearing Science
University of IllinoisAugust 1983Master of Arts: AudiologyUrbana, IllinoisAudiology
Salus University, Pennsylvania College of OptometryApril, 2003Doctor of Audiology (Au.DEdens, Pennsylvania
Interests
Leadership Development Workshop - Phonak, July 2010 Global Coalition for Hearing Health - Inaugural meeting, Washington DC, June 2010 Management Development Program - Phonak, July 2009 LICENSES & CERTIFICATES Licensed Audiologist, State of Illinois, 1989-present Certified Hearing Aid Dispenser, State of Illinois, 1984-present Division of Specialized Care for Children provider since 1983 American Academy of Audiology member Malpractice - Currently Covered
Publications
"Genetic Implications of Gender Differences in the Prevalence of Spontaneous Otoacoustic Emissions", Bilger, R., Matthias, M., Hammel, D., Demorest, M., Journal of Speech and Hearing Research, Vol. 33, 418-432, September 1990. "The Frequency of Occurrence of Foramen Thyroidium in the Human Larynx", Zemlin, W., Simmon, A., and Hammel, D. Department of Speech and Hearing Science, University of Illinois, Folia Phoniatrica et Logopaedica, International Journal of Phoniatrics, Speech Therapy and Communication Pathology, 1984;26:296-300. "The Frequency of Occurrence of Spontaneous Otoacoustic Emissions in Normal Hearing Young Adults", Master's Thesis, University of IL, 1983.
Additional Information
  • AWARDS Phonak Quarterly STAR award recipient - FY2015 Stevie Award - 2013 for Service Recovery Excellence (Customer Care Team) Phonak Impact Award - October 2007 Action Selling - Certified Additional Work Related Experience: Leadership Development Workshop - Phonak, July 2010 Global Coalition for Hearing Health - Inaugural meeting, Washington DC, June 2010 Management Development Program - Phonak, July 2009 LICENSES & CERTIFICATES Licensed Audiologist, State of Illinois, 1989-present Certified Hearing Aid Dispenser, State of Illinois, 1984-present Division of Specialized Care for Children provider since 1983 American Academy of Audiology member Malpractice - Currently Covered
Skills

B2B, Balance, benefits, billing, negotiating contracts, Counseling, Credit, client, Clients, Customer Service, Customer Care, data collection, Edit, educational programs, Focus, phone support, insurance, Team Lead, listening, managing, marketing plans, marketing strategies, materials, Meetings, messaging, office, 2000, outside Sales, physical therapy, Presentations, pricing, Product Manager, protocols, speaking, quality, Quality Assurance, rehabilitation, rehabilitation services, Requirement, research, Sales, FM, speech, statistics, strategy, supervision, Software Support, Technical Support, technical training, TRAINER, training materials, validation

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Resume Overview

Companies Worked For:

  • Phonak
  • PHONAK
  • HEARING HEALTH CENTER
  • University of Illinois
  • EYE AND EAR INFIRMARY, University of Illinois
  • CHARLES A. LOWE AND ASSOCIATES

School Attended

  • University of Illinois
  • Salus University, Pennsylvania College of Optometry

Job Titles Held:

  • Senior Manager, Technical and Software Support
  • Sr. Manager, Product Management
  • Senior Manager, Product Management
  • Product Manager - Business Class
  • Team Lead and Technical Support Audiologist
  • Director of Audiology
  • Center for Craniofacial Anomalies - Department of Pediatrics
  • Audiologist
  • Dispensing Audiologist

Degrees

  • Bachelor of Science : Speech and Hearing Science
    Master of Arts : Audiology
    Doctor of Audiology (Au.D

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