• Designs, develops, and delivers comprehensive training programs for customer service staff, team leaders, and supervisors. • Manages and maintains the Five9 contact center system. • Creates, updates, and maintains training documentation and resources. • Partners with department leadership to assess staff competencies. • Conducts quality audit activities to ensure accuracy, compliance, and a positive customer experience. • Collects and reports on training and quality metrics.

• Communicating with customers professionally and responding to customers’ enquiries via phone, email, mail, and LiveChat (Zendesk). • Resolve customers’ inquiries to ensure the best possible outcome. • Compile reports as requested. • Keep records of customer interactions and customer accounts, and file relevant documents. • Follow communication procedures, guidelines, and policies while working closely with the Business Operations Department. • Taking ownership of cases. • Liaising with relevant departments pertaining to issues or cases. • Keeping abreast with the latest developments and updates. • Equipping oneself with relevant product knowledge. • Able to multitask between emails, live chats, social media, and other relevant channels. • Maintaining quantifiable quality performances. • Providing high-quality service to achieve maximum customer satisfaction by taking ownership and resolving queries at first contact, where and when possible. • To utilise all systems and avenues for information so that correct information is provided to customers. • Possess and provide the best customer service mindset and etiquette.

• Launch a unified framework to measure and increase customer value perception, driving service engagement. • Re-architect the onboarding and initial service consumption flow to ensure high adoption and measurable reduction in early churn. • Implement a robust, proactive 'Member Center' experience that empowers entrepreneurs to manage their services, recognize value, and reduces active and passive churn. • Partner with Platform Engineering to run weekly A/B tests on onboarding steps, in-app support, and proactive retention triggers. • Ensure 100% data integrity between customer actions (engagement, support tickets, usage) and our Customer Health Score reporting systems. • Deploy AI-powered personalization throughout the in-app experience to surface relevant service usage tips and proactive support, increasing long-term engagement.

• Managing and promoting the Helion Surgical Integration platform • Building relationships with surgical professionals (surgeons, nurses, and operating room staff) • Developing a comprehensive understanding of OR procedural workflow, medical A/V technology, and IT systems performance • Formulating and implementing system go-live strategies • Engaging with the install base and existing customers • Resolving system and user challenges • Ensuring overall customer satisfaction through competitive differentiation • Providing technical support, training, and product education to OR Educators and Nurse Managers • Troubleshooting common A/V related issues • Supporting case setups based on clinical needs for various procedures • Completing extensive prospecting, lead generation, and follow-up for sales teams • Supporting site visits, product fairs, and mock rooms as necessary