This series of posts introduces you to our current roster of Oticon Medical employees in the United States. As you know, we’ve been through a lot of changes over the past few years. We are pleased that so many wonderful new people have joined our team of dedicated employees!

Henrietta Arocho, Senior Customer Service Operations Manager

Please join us in welcoming our new Senior Customer Service team manager, Henrietta!

Background

Prior to joining Oticon Medical, Henrietta was in Pharmaceutical Sales for more than 15 years. As the Associate Director of Client Services/Operations, she was the primary contact for customer needs, issue resolution, and service improvement. Her team managed field team launches ranging from 10-500+ representatives, ensuring seamless onboarding, training, and operational support.

Henrietta has a personal connection to hearing health, which drew her to Oticon Medical. A close family member was born with a severe hearing loss, and Henrietta witnessed firsthand the importance of having the necessary device and support to allow her relative to thrive and reach major milestones. She was excited to join Oticon Medical and contribute to our mission of creating hearing solutions designed with users in mind. 

Current Responsibilities

In her current role with Oticon Medical, Henrietta manages a team of three representatives, who provide excellent customer service support to our field teams, clinicians, and valued patients. The team’s responsibilities include, but are not limited to:

• Processing orders
• Handling customer returns, exchanges, and repairs
• Managing customer/user communication (via phone and email)

Henrietta isn’t afraid of challenges. She once did an evening climb to the summit of Mt. Fuji, which required hiking through the night. She did this even though she is not a mountain climber and was not very well prepared for the climb. While it was grueling and exhausting, she was able to finish and witnessed the most beautiful sunrise after reaching the summit. It was a wonderful adventure…but one she says she will never do again!

The members of Oticon Medical’s Customer Service team assist our Ponto™ and Sentio™ wearers and candidates by answering questions, placing and managing orders, and helping them find conveniently located audiology clinics. Customer Service is available to assist you by phone during office hours of Monday-Friday 8:00 am to 7 pm ET. Please feel free to call  (888) 277-8014 or you can send them a message anytime via email at [email protected].