Sharon Gongora Mora

• Handled and collaborated on projects, workshops and process improvement initiatives to optimize the sales cycle and customer experience.
• Developed and maintained SAP and Salesforce reports tailored to management and various stakeholders, ensuring data accuracy and reliability. Leadership regularly relies on my reports to support key decisions and official communications.
• Leveraged deep product knowledge, analytical skills, and the ability to identify trends to collaborate with cross-functional teams in their specific areas of interest. Known for reliability and a proactive approach, often assisting beyond my scope to drive success.
• Developed and maintained Work Instructions, SOPs, and process maps—often from scratch—not only to ensure operational consistency and compliance but also to demonstrate my ability to create, standardize, and document process flows effectively.
• Extracted and built custom data sets to analyze trends, identify gaps, and provide actionable insights. Leveraged these insights to support business decisions, address customer escalations, and drive continuous process improvements.
• Created training materials and delivered training sessions on iTero contracting processes. Lead the onboarding of new products or promotions by thoroughly understanding the information and ensuring my team is well-equipped with the necessary resources and knowledge to handle requests independently and effectively.

• Audited and processed iTero Purchase Agreements, ensuring all required signatures and accurate customer account details were included. Carefully reviewed contract terms, promotions, discounts, and payment conditions to ensure proper order handling. Verified product orders, funding sources, and customer eligibility for different promotions, ensuring accuracy before entering data into SAP for billing and shipping.
• Managed the customer master database, ensuring up-to-date and accurate customer information to facilitate smooth order processing and billing.
• Proactively identified process gaps in contract auditing and order processing, investigating areas for improvement and recommending solutions to enhance operational efficiency.
• Effectively managed high-volume contracts, particularly during end-of-quarter periods, ensuring all contracts submitted were processed and shipped efficiently, understanding the direct impact on sales commissions, revenue recognition, and customer experience.

Delivered frontline support to dental professionals, assisting with order tracking, subscription questions and requests, account management questions and requests, iTero utilization, scanning assistance and basic technical support questions and troubleshooting for their iTero machines.