Heredia, Costa Rica
Clinical operations professional with over 10 years of experience in digital orthodontic environments and global medical technology organizations. My background includes treatment plan analysis, complex case resolution, and cross-functional collaboration with CAD design teams, clinicians, and customer support operations. I have worked extensively within digital orthodontic workflows, supporting high-volume environments where accuracy, efficiency, and clear communication are critical. Throughout my career, I have contributed to training initiatives, escalation management, and the identification of recurring workflow issues to support continuous improvement in treatment planning and clinical operations. I bring strong analytical thinking, problem-solving, and communication skills, with a focus on improving case outcomes, operational efficiency, and customer satisfaction in fast-paced MedTech environments.
🌟 Provide Level 3 customer issue resolution and support for our Custom Smiles Solutions business. 🌟 Review and analyze customer treatment design plans, identify problems, summarize case findings, and collaborate with the Treatment Design team or end customers for improvements. 🌟 Identify recurring issue themes and contribute to projects aimed at addressing and enhancing overall performance. 🌟 Present case findings and support training initiatives for Treatment Design teams to drive continuous improvements.
🌟 Diagnose and treat dental malocclusions, ensuring optimal oral health and aesthetics. 🌟 Develop and implement personalized treatment plans for patients, utilizing the latest orthodontic techniques and technologies. 🌟 Collaborate with a multidisciplinary team to deliver comprehensive care and achieve the best possible patient outcomes. 🌟 Educate patients and their families on treatment options, care protocols, and post-treatment maintenance for long-lasting results. 🌟 Stay at the forefront of advancements in orthodontics and dentofacial orthopedics through continuous education and professional development.
🌟 Increased overall proficiency of clinical staff and CAD Designers by conducting targeted skills development sessions for identified areas of improvement. 🌟 Provided ongoing mentorship and support for trainees, encouraging the continued application of skills learned during training sessions in their daily practice. 🌟 Maintained an up-to-date understanding of industry advancements, planning conferences and workshops to continually improve team members orthodontic knowledge.
🌟 Developing a robust engagement and communication strategy was crucial for me in enhancing customer satisfaction levels. 🌟 To achieve this, I created effective tools and best practices that enabled both internal and external stakeholders to derive maximum value from the product. 🌟 It was essential for me to identify any potential complaint risks and take proactive measures to mitigate them. 🌟 I collaborated with my team to develop effective resolution strategies and ensured that all customer concerns were addressed promptly.
🌟 As Clinical Leader of Invisalign and iTero CAD Designers, I conducted weekly customer success reviews with SPA accounts to ensure their utmost satisfaction. 🌟 I dealt with any complaints from team members promptly and provided active assistance and mentoring to Territory Managers to increase team revenue. 🌟 Additionally, I offered clinical support to treatment planning to CAD designers. 🌟 I was fully responsible for managing treatment quality monitoring and clinical profiling in my assigned team with diligence.
🌟 I provided essential clinical assistance to team members and took responsibility for day-to-day clinical communication with doctors and CAD designers. 🌟 I closely supervised the team's clinical performance and held them accountable for meeting specific key performance indicators (KPIs). I managed treatment quality monitoring and clinical profiling in the assigned team, ensuring that all procedures were in line with industry standards. 🌟 Whenever there was a treatment failure, I proactively investigated the root cause and evaluated rejected treatments to identify opportunities for improvement. 🌟 I also managed clinical communication with internal and external stakeholders and oversaw product safety reports by collaborating with regulatory and quality assurance teams. 🌟 Additionally, I proposed ideas to improve product safety and proactively addressed any issues that arose.