Professional SummaryAudiologist with experience in hearing instrument selection, fitting, adjustments, technical support, product management and participation in research activity seeking a role that combines the science of hearing instrument technology and potential benefit with working with people as a Research Audiologist. Skill Highlights21 years of dispensing experiencePassionate about helping the hearing-impairedProduct ManagementPrior research experienceExcellent written communicationCollaborativeIndependentAdept multi-tasker Professional Experience01 2012to06 2015Senior Manager, Technical and Software SupportVungle New York City,NY,Responsible for team of nearly 26 remote and inside Technical Support Audiologists, four Software Support Specialists, a Consumer Liaison and a Credit Rebill Specialist.Sccessfully supported a transparent integration of Lyric into Customer Care, the VA Integration with Unitron, implemented cross-training within Technical Support for all channels (Lyric, Costco, VA, School, Commercial), and led the project to move EOLAS resources into SFDC Knowledge to complete on time and with limited resources.Facilitated the transition of credit rebill activities into Customer Care, including development of structure, work instructions, training, onboarding and met turn-around time goals.Served as Interim Customer Service Manager in 2014.Successfully built a pipeline of Technical Support candidates and the structure to support, supported evolution of the remote Technical Support model that grew and elevated the level of the team, partner with SeHC in the B2C website evolution and support from PHUS, provide input into the Hearing Aid Benefit Program and successfully partnered to roll out the Potential Medical Issues tracking in SFDC across the organization.10 2008to01 2012Sr. Manager, Product ManagementSalesforce.Com, Inc. Burlington,MA,Lead team of four Product Managers, successfully launched Phonak products on-time for all launches from November 2008 to February 2012, including accelerated launches and added off-cycle launches with the focus to exceed revenue goals.Additional responsibilities Approving authority for Product Requirement Documents, PSG preparation including analysis of portfolio gaps and revenue opportunities with recommendations, Focus Group participant, Product Manager -Fitting software, Edited Insight papers and reviewed B2B and B2C materials, Collaborated in creation of customer training materials including for regional trainings, on-line trainings, customer in-office trainings,Created customer-facing messaging for product-related challenges including product failures supply issues, etc., participated in Sales Meetings, Monitored product failures and strategized for mitigation solutions with HQ.10 2008to01 2012Senior Manager, Product ManagementDepartment Of Veterans Affairs Kansas City,MO,Lead team of Product Managers, successfully launched Phonak products on-time for all launches from November 2008 to present, including accelerated launches, with the focus to exceed revenue goals.Additional responsibilities Approving authority for Product Requirement Documents, PSG preparation including analysis of portfolio gaps and revenue opportunities with recommendations, Focus Group participant, Product Manager -Fitting software, Edit Insight papers and review B2B and B2C materials, Collaborate in creation of customer training materials including for regional trainings, on-line trainings, customer in-office trainings.Create customer-facing messaging for product-related challenges including product failures supply issues, etc.participate in Sales Meetings, Monitor product failures and strategize for mitigation solutions with HQ.02 2006to10 2008Product Manager - Business ClassPhysicians Hearing Network Phoenix,AZ,Executed Business Class product launches on time including Eleva, microPower, Audéo, Naída, Versata, Certena, and the associated fitting software.Developed marketing plans, marketing strategies, implemented pricing, monitored sales and addressed product quality issues to mitigate or pursue successful solutions.Developed additional training materials and executed on training for products to internal staff and external customers including technical training, Product Launch kick-offs,.Presentations - 11th Annual Mid-Atlantic Hearing Expo - microStyle Generation - Your Clients Might Not Be Invisible But Their Hearing Systems Can Be Gettysburg, PA, March 2007.06 2004to02 2006Team Lead and Technical Support AudiologistPhonak City,STATE,Midwest Customer Response Team Lead and technical phone support to Phonak accounts.Responsibilities included technical phone support for hearing instrument and FM fittings, monitoring and maintaining all aspects of Midwest Accounts, outside Sales and Training support, and supervision of seven internal Customer Service employees.Additional contributions include co-responsibility for refining the Phonak Employee Hearing Instrument Benefit Program and facilitating its implementation.Presentations - Proposed, developed and presented a breakout session on Counseling High End Digital Hearing Instruments during multiple Open Houses.01 1989to01 2004Director of AudiologyHEARING HEALTH CENTER City,STATE,Clinical and Dispensing Audiologist - diagnostic testing, hearing aid and assistive listening device selection and dispensing to clients of all ages with communication disorders associated with hearing loss.Testing experience included conventional, conditioned and behavioral audiometry, impedance, otoacoustic emissions, auditory brainstem response, videonystagmograpyhy, and Balance Master System.Experience with hearing instruments included all styles of hearing instruments, including conventional analog, programmable and digital technologies, with special considerations in fitting and managing pediatric client cases.Additional responsibilities analysis of departmental statistics for sales, returns, and strategies for improvement supervision of CFY and junior audiologists maintenance of fee schedules and billing programs soliciting and negotiating contracts for services with insurance companies community speaking engagements coordinating the launch of The Center for Balance Disorders (vestibular assessment and rehabilitation) within Hearing Health Center including development of protocols for services, billing procedures, tracking of reimbursement, training staff and as liaison with the physical therapy provider and development and maintenance of HIPPA program compliance.WIDEX PEDIATRIC HEARING AID ASSISTANCE PROGRAM (2002-2005 data collection completion date).One of five pilot sites in a research project measuring the long-term benefits of digital amplification for pediatric wearers.Hearing Health Center was the only private practice setting selected to participate, all other sites were university educational programs.Responsibilities include data collection and management over the three year study commitment, including audiologic evaluations, coordination of speech and language assessments, fitting, and verification of fitting.TRAINER, PEDIATRIC ISSUES IN HEARING AID DISPENSING, WIDEX CORP.Fall, 2000) Presented a full day training class to audiologists, speech pathologists, and other professionals on Widex digital technology as is applies to pediatric patients.Topics included information on Widex signal processing strategy and its benefits, fitting strategies and philosophies for pediatric patients, validation and verification methods.1987to1989Center for Craniofacial Anomalies - Department of PediatricsUniversity Of Illinois City,STATE,Clinical Audiologist - participated as sole audiologist in a multidisciplinary team responsible for the care of children with craniofacial anomalies ages 0-21 years.Specific responsibilities included diagnostic testing, hearing aid selections and conformity checks.Additional responsibilities - development of Xomed Audient Implantable Bone Conduction Device program, coordination of otologic care and Quality Assurance Program.1985to1987AudiologistEYE AND EAR INFIRMARY, University Of Illinois City,STATE,Clinical and Dispensing Audiologist - provided diagnostic testing, hearing aid dispensing and aural rehabilitation services to patients of all ages with medical and communication disorders associated with hearing loss.Additional responsibilities - development and rollout of hearing aid dispensary program and neonatal hearing screenings.1983to1985Dispensing AudiologistCHARLES A. LOWE AND ASSOCIATES City,STATE,Dispensing Audiologist - provided selection, dispensing and follow-up care to clients of all ages using hearing instruments.Additional responsibilities - management of wholesale hearing aid sales program, and supervision of CFY audiologists and graduate school clinicians. Education and TrainingExpected inMay 1981totoBachelor of Science Speech and Hearing ScienceUniversity of Illinois,Urbana,IllinoisGPA Speech and Hearing ScienceExpected inAugust 1983totoMaster of Arts AudiologyUniversity of Illinois,Urbana,IllinoisGPA AudiologyExpected inApril, 2003totoDoctor of Audiology (Claire Salus University, Pennsylvania College of Optometry,Edens,PennsylvaniaGPA SkillsB2B, Balance, benefits, billing, negotiating contracts, Counseling, Credit, client, Clients, Customer Service, Customer Care, data collection, Edit, educational programs, Focus, phone support, insurance, Team Lead, listening, managing, marketing plans, marketing strategies, materials, Meetings, messaging, office, 2000, outside Sales, physical therapy, Presentations, pricing, Product Manager, protocols, speaking, quality, Quality Assurance, rehabilitation, rehabilitation services, Requirement, research, Sales, FM, speech, statistics, strategy, supervision, Software Support, Technical Support, technical training, TRAINER, training materials, validation  SEP  At Salas OBrien we tell our clients that were engineered for impact. This passion for making a difference applies just as much to our team as it does to our projects. Thats why were committed to living our values every day inspiring, achieving, and connecting as shared owners of our success with a focus on a sustainable future. Building for the long-term means that all of our team members can expect to work on amazing projects with a people-first approach to problem solving. It also means that each member of our team has truly limitless potential to build a unique, meaningful, and high-impact careerand theyll receive great total rewards along the way. About Us Founded in 1975, Salas OBrien is an employee-owned engineering and professional services firm focused on achieving impact for our clients, our team, and the world. We know that tomorrows requirements are todays opportunities, and we are here to design lasting solutions for pressing challenges. We work across a variety of industries providing integrated engineering and consulting services. Our specialized experience includes design for data centers, healthcare, science and technology, high-rise buildings, clean energy, education, and other building types as well as structural and building sciences, infrastructure asset management, advanced robotics, and more. Our technical expertise is paired with an exceptional team of business development, human resources, finance and accounting, information technology, and marketing professionals, all of whom play a key role in bringing our commitments to life every day. Job Summary Here at Nelson Engineering, a Salas OBrien Company, you will obtain invaluable hands-on technical experience that you cannot learn in a classroom. Our engineers will help you to apply your textbook knowledge and create solutions for real engineering challenges. You will gain practical experience by working with experienced engineering and technical professionals and participating in challenging engineering projects. In This Role In this role you will have the opportunity work with engineer mentors in the design team and take ownership of portions of various projects. You will also work in coordination with other engineering disciplines and learn how a complete design package is developed. Work tasks will vary and require flexibility and desire for diversity in the engineering field. You will acquire time management, communication, and CAD drafting skills, as well as have the chance to apply engineering concepts. You Will Be a Great Fit If You are currently enrolled in an Electrical Engineering program at a four-year ABET university or college with preferred targeted graduation date within 1 year (preferred). Will consider interns who are graduating within 2 years, depending on our needs. You are able to work part-time, with a minimum of 12 hours and a maximum of 18 hours per weekYou must have reliable transportationYou have a laptop with Windows operating system you can use You have experience with Microsoft Office programs (including Word, Excel, and Outlook)You are well organized and can effectively manage work and academic responsibilities simultaneouslyVerification of US Citizenship required upon hire Location Merritt Island, FL Equal Opportunity Employment Statement Salas OBrien provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, colour, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, stateprovincial, or local laws. Salas OBrien will accommodate the disability-related needs of applicants as required by law.