Jevon Grimes

Experience

• 

  Dentsply Sirona

  Jan 2002 - Jan 2004

  Territory Manager, Inside Sales

  Directly sold medical and surgical devices to oral surgeons, doctors, and general dentists, providing product education and post-purchase support to ensure optimal use and patient outcomes. Acted as a key point of contact for clinical professionals, offering technical expertise and guidance on product selection and implementation.✔ Managed a portfolio of dental and surgical products, effectively presenting technical features and clinical benefits to healthcare providers.✔ Developed relationships with oral surgeons, endodontists, and general dentists, increasing product adoption and sales performance.✔ Provided product demonstrations and training at trade shows, study clubs, and industry events, ensuring professionals understood the latest advancements in endodontic and surgical technology.✔ Exceeded sales targets, ranking as a top-performing Territory Manager within the company. Show less

• 

  AT&T

  Jan 2004 - now

  Promoted to this role in recognition of outstanding leadership and performance as Manager of Advanced Technical Support, where I successfully led high-performing teams, optimized technical support operations, and improved customer retention. I oversee technical teams, workforce performance, and compliance adherence, ensuring both customer satisfaction and operational efficiency.✔ Led and managed a team of 16-18 technical professionals, providing coaching, performance evaluations, and professional development.✔ Utilized Salesforce CRM to track team performance, analyze technical cases, and optimize retention strategies.✔ Implemented structured training programs to ensure FCC compliance and technical proficiency, reducing compliance errors and increasing adherence rates.✔ Designed and led weekly training sessions, educating personnel on technical processes, troubleshooting methods, and regulatory updates.✔ Drove operational excellence by implementing workflow improvements and data-driven decision-making strategies.✔ Recognized multiple times as "Manager of the Month" for leadership excellence and team performance. Show less Led a team of Advanced Technical Support Experts, ensuring adherence to structured troubleshooting workflows, managing high-level escalations, and driving technical efficiency across the department. As a Subject Matter Expert (SME), I led company-wide discussions on technical program updates and process improvements.✔ Served as an SME, leading meetings on technical program updates and identifying system failures for resolution by the development team.✔ Managed technical escalations, implementing troubleshooting frameworks that improved issue resolution times.✔ Designed and conducted training sessions, equipping technical staff with advanced troubleshooting skills.✔ Optimized case management workflows to increase efficiency and enhance the customer resolution process.✔ Interviewed, selected, and mentored technical experts, building a highly skilled team of specialists. Show less Managed and coached a team of customer service professionals, ensuring high-quality support, technical troubleshooting, and compliance adherence. Partnered with leadership teams to streamline support processes, implement training programs, and improve service delivery.✔ Oversaw technical and customer-facing teams, ensuring efficiency and process compliance.✔ Developed customer support strategies that improved resolution times and retention rates.✔ Led hiring, onboarding, and training initiatives to build a skilled customer service workforce. Show less

  • Manager, Customer Loyalty Mobility

    Apr 2020 - now

  • Manager, Advanced Technology Support

    Jan 2015 - Apr 2020

  • Manager, Customer Service

    Jan 2004 - Jan 2015