thuria kilani

+ Support customer service operations through CRM-driven customer communications and service
notifications.
« Coordinate customer updates, issue resolution communications, and service-related messaging.
« Collaborate with operations and customer service teams to ensure a consistent and positive
customer experience.

« Led patient experience initiatives and customer service communications across hospital
departments.
+ Worked closely with clinical and operations teams to improve patient satisfaction and service flow.
• Supported service quality improvement initiatives through structured communication and feedback
analysis.

Lead global customer engagement and customer experience (CX)
strategies aligned with organizational and international partnership
objectives.
Build, manage, and strengthen long-term relationships with customers,
international partners, and key stakeholders across diverse markets.
Oversee end-to-end customer journeys to ensure consistent, high
quality engagement across all channels and regions.
Act as the primary liaison with international partners and external
stakeholders, fostering trust and collaboration.
Design and manage Voice of Customer (VoC) programs to capture and
translate feedback into strategic actions.
Monitor customer satisfaction, loyalty, and engagement using global CX
metrics, KPIs, and benchmarks.
Collaborate cross-functionally to align customer engagement initiatives
with international standards, policies, and cultural requirements.
Lead service excellence and customer experience improvement
initiatives in multicultural and cross-border environments.
Manage customer and partner escalations and service recovery for
high-impact issues.
Develop and manage frameworks for international partnerships, client
relationships, and MoUs.
Support business growth through customer loyalty, retention, and
international collaboration initiatives.
Prepare executive-level reports, insights, and recommendations on
customer engagement and international performance.

 Acted as the right hand for the Dental Program Administrator.
 Prepared and distributed program information, medical histories and consent forms by working with point of contact with each patient.
 Monitored the return consent forms.
 Coordinated schedules for portable sites.
 Researched and compiled data for reports and applications.
 Dental Liaison for the document management system (PowerDMS) Materials.
 Tracked and reviewed competencies and other HR Documentation.
 Performed daily data entry into HER: Dentrix Enterprise and GE Centricity.
 Assisted in training new staffs.
 Reviewed dental calendars, reserve space for and organize events such as trainings and meetings.
 Organized and participated reports for all Dental Staff Meetings

Drs. Nicolas & Asp

 Utilized all available resources to reach out to prospects and attempt to turn them into customers.
 Traveled towards client’s locations to discuss the capabilities.
 Attended industry trade shows to accumulate new leads and make productive contact with existing clients.
 Generated sales reports each week and submitting them to management.
 Collaborated with the management team to improve marketing materials and expand the company’s marketing presence.
 Updated client information in the company’s contact database.
 Stayed on top of the industry’s trends to identify potential opportunities for company’s growth and awareness.
 Delivered a wide range of marketing tactics with support from the executive team and the PR agency, including overseeing web, social Medias, events, customer campaign, partner and press management activities.
 Created effective customer success stories, customer testimonial videos and product demo videos.

 Project management of operational activities for all patient services programs.
 Established standards in alignment with global, local policy and procedures.
 Identified and provided analysis ad performance review of programs.
 Developed and monitored operations and patient program specific budgets.
 Developed Key massages and positioning for patient services.
 Train new hires and provided updates on patient programs and services to field teams.
 Developed implementations and maintained Standard Operating Procedures to align programs with state and federal regulations to service the patients based on changes related to the industry, system and the processing of the order in addition to the needs of the business.
 Analyzed program specific performance data, established and implemented plans to achieve strategic goals and key program success indicators.
 Oversaw adherence to customer related escalation and expectation process.
 Developed a solid understanding of patient behavior and trends and how to create or evolve programs and services that will be valued by the customers.