Meridith Hertach

About Meridith Hertach

With over a decade of leadership in customer service, my core competencies lie in Salesforce CRM analytics, business coaching, and enhancing operational processes. At Renew Smiles, my mission is to leverage these skills to cultivate a customer-centric environment that aligns with our organization\'s values and goals. I am committed to bringing diverse insights and fostering a culture where innovation and collaboration drive our success.My tenure at Renew Smiles has been marked by significant achievements such as architecting a custom Salesforce CRM layout, leading to enhanced lead result insights. I have innovatively driven projects like the Online Scheduling and Direct to Interpreter Platform, facilitating a 20% increase in new lead conversions. Collaborating with the CMO, we introduced an AI messaging project that captures additional transaction-ready users, underscoring my dedication to optimizing customer engagement and driving business growth.

Experience

1. VP of Customer Service

   Renew Smiles

   Jun 2013 — Present · Centennial, CO, US

   Architect in creating and managing the implementation of custom Salesforce CRM layout that improved performance intel. Created and maintained reporting for data to drive intelligent business decisions.• Managed the project of developing CRM patient referral process for Affiliate Centers across all markets coast-to-coast.• Innovated and led development projects of Online Scheduling, Outsourcer Onboarding, Direct to Interpreter Platform (DTI), and integrated Vonage Phone System into CRM. • Served as a change agent to test the effectiveness of credit card capture on appointment show rates. After a double-digit improvement, led the nationwide implementation of credit card capture by managing project milestones, communicating timelines, reinforcing team accountability, and facilitating process modifications. • Integral player on AI messaging project via SMS & Webchat which captures 15% more transaction ready users guiding them to our sales team.• Increased conversion rate 20% for new leads by using persuasive communication skills and structured wireframe script. Created Quality Assurance Form to grade and coach calls. • Troubleshot cross-functional opportunities to drive profitability and bring positive organizational change.• Responded proactively and positively to rapid change during COVID crises of 2020 by quickly implementing new “At Home” work processes/KPI expectations, constant communication with Out of State Centers, and Leadership Team. Increased efficiency and team productivity by promoting operational best practices.Maintained working knowledge of products, accounts, representatives, tools, and systems.

Education

• University of Missouri-Kansas City

  BA