Margaret Alcaide Spikes

● Serves as a product expert for removable products such as partials, dentures, nightguards, sleep apnea, bleaching trays, and clear aligners.

● Provides live customer service support via phone, chat, and email pertaining to questions regarding the company's digital dental scanner, workflow, and product information.

● Assists leads and account managers for high priority practices and escalations in order to provide quality support regarding their experience with our products.

● Acts as the technical liaison between customers and the lab (i.e. translates doctor feedback to digital designs) for live orders.

● Adheres to company standard operating procedures (SOPs) while using software such as Kustomer, Zendesk, and DialPad

● Maintains customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

● Mets customer interaction guidelines for service levels, handle time and productivity.

• Provided live customer service support via phone, chat, and email pertaining to questions regarding dental scanners, workflow, and product information.
• Escalated to proper teams for specific concerns for example, Tier 2 customer experience specialists, live scan review agents, customer success leads, and account managers.
• Supported practices through case monitoring which included assisting practices from start to finish for any dental restoration case setup, scan review escalation, and order submission. Met internal team metrics with anaverage time to first response between 40-90 seconds. Trained new hires during the onboarding process through shadow sessions and reverse training sessions. Exceeded internal QA scores and continued to grow skills through customer service training sessions.

Served as a remote clear aligner expert by working cross-functionally with the sales team, customer service team, company doctor, and design team to ensure customers received quality support during their clear aligner treatment. ● Supported customers via email and live video daily to ensure their dental and treatment plan questions were answered; this included speaking with customers on their positive and negative clear aligner experience. Used Salesforce, Slack, Microsoft Teams, and the company’s proprietary software. Reviewed STL files for patients to confirm whether clear aligners were quality-controlled before manufacturing by evaluating impression quality. Advised customers on next steps regarding air gaps/tracking; this included backtracking, moving forward, or seeking their local dentist to ensure their dental health was acceptable to continue treatment by reviewing company's informed consent stating adverse effects including intrusion issues and trauma. Worked with company dentists on treatment plan issues for customers needing refinements or discontinuing treatment due to dental issues.

Assisted pediatric dentists with dental procedures including general anesthesia, fillings, crown placement, space maintainers and extractions. Confirmed pre and post operation instructions to patients and guardians. Assisted the lead orthodontist through every orthodontic procedure for traditional braces and Invisalign. Took records i.e. photographs and x-rays for incoming new patients and existing patients. ● Maintained sterilization techniques front and back end. Adhered to OSHA and HIPPA compliances. Proficient using iTero intraoral scanner for aligners and pediatric appliances. Reviewed Clinchecks, tracking issues, IPR timelines, occlusion cases and elastic placement. Placed and removed brackets and attachments, along with check-in appointments including changing wires/replacing brackets/attachments. Discussed the treatment planning process with patients using traditional braces and Invisalign. Ensured patients continued proper oral hygiene techniques and provided recommendations for improvements to ensure optimal results and oral health. Fabricated Essix retainers through impressions, pouring/trimming stone models, and vacuum seal; adjusted retainers chairside to ensure their comfort and retention post orthodontic treatment.

Assisted the lead orthodontist through every orthodontic procedure for traditional braces and Invisalign. Took records, photographs, and x-rays for incoming new patients and existing patients. Maintained sterilization techniques front and back end. Adhered to OSHA and HIPPA compliances. Proficient using iTero intraoral scanner for aligners and pediatric appliances. Reviewed Clinchecks, tracking issues, IPR timelines, occlusion cases and elastic placement. Placed and removed brackets and attachments, along with check-in appointments including changing wires/replacing brackets/attachments. Discussed the treatment planning process with patients using traditional braces and Invisalign. Ensured patients continued proper oral hygiene techniques and provided recommendations for improvements to ensure optimal results. Fabricated essix retainers through impressions, pouring/trimming stone models, and vacuum seal; adjusted retainers chairside to ensure their comfort and retention post orthodontic treatment. Volunteered for local events to promote oral health education within the community.

Assisted the lead orthodontist through every orthodontic procedure for traditional braces and Invisalign. Took records i.e. photographs and x-rays for incoming new patients and existing patients. Maintained sterilization techniques front and back end. Adhered to OSHA and HIPPA compliances. Proficient using iTero intraoral scanner for aligners and pediatric appliances. Reviewed Clinchecks, tracking issues, IPR timelines, occlusion cases and elastic placement. Placed and removed brackets and attachments, along with check-in appointments including changing wires/replacing brackets/attachments. Discussed the treatment planning process with patients using traditional braces and Invisalign. Ensured patients continued proper oral hygiene techniques and provided recommendations for improvements to ensure optimal results. Fabricated Essix retainers through impressions, pouring/trimming stone models, and vacuum seal; adjusted retainers chairside to ensure their comfort and retention post orthodontic treatment. Coordinated local events for marketing and recruiting along with social media weekly updates.