Adrian Garita Sandoval

Experienced leader with a proven track record of overseeing diverse teams in Costa Rica and India. Committed to delivering exceptional customer service and operational support while ensuring team productivity and adherence to company policies.

Team Leadership:

• Supervise and manage a diverse team of professionals and support staff.
• Ensure team members understand their responsibilities and align with organizational goals.

Productivity Monitoring and Feedback:

• Monitor team productivity and performance remotely.
• Provide constructive feedback and guidance to help team members reach their full potential.

Workload Analysis and Priority Setting:

• Analyze and prioritize workloads based on departmental needs and company expectations.
• Establish clear standards for productivity and efficiency.

Exceptional Customer Service:

• Dedicate efforts to delivering exceptional customer service.
• Prioritize customer needs and approach every interaction with urgency and care.
• Address customer concerns efficiently via chat, emails, and both inbound and outbound calls.
• Ensure all interactions are properly documented in Salesforce, Outlook, SAP, and other internal business applications.
• Create and manage customer data records within the Oracle application.

Manage Customer Data Records:

• Transfer customer calls to Tech Sales and Support ensuring data integrity of customer records.

• Oversaw the integration of patient records and scanner data, with a keen eye for identifying any anomalies or distortions in anatomical images, while also ensuring the establishment of clinical safeguards.
• Handle inbound customer service calls from customers in the US and Canada. Provide assistance with product inquiries, process quotes, and offer educational support.
• Promptly follow up with customers on pending actions to assist them in completing their transactions via phone and email.

• Managed assigned accounts and teams, devised clinical plans, set targets, and strategies, overcoming obstacles to success
• Assisted dental professionals with case assessment, record-taking, ClinCheck usage, troubleshooting aligner issues, and reviewing ClinChecks
• Transferred complex cases to clinical consultants, prepared clinical materials, and addressed clinical support issues with Align.

• Interacted with customers, company sales, and service representatives through phone, email, chats
• Validated customer accounts, provided support, and documented interactions in sales force
• Ensured appropriate resolution and/or escalation to the correct team when necessary, handling requests such as general inquiries, order processing, and equipment replacement.
• Assist the Sales team throughout the buying and selling process by offering transactional support and information pertinent to the customer's purchase journey

• Set up patient digital impressions of both teeth and oral structures using intraoral scanners and digital impression systems
• Collaborated effectively with dentists, prosthodontists, and other dental professionals to discuss case details, provide technical expertise, and ensure patient satisfaction.