SUMMARY

Top performing accounts management professional dedicated to providing high quality client service while maintaining high professional standards. Highly communicative, focused, and solutions oriented, consistently exceeding clients' and management goals. Proven strengths include mediating mutually agreeable outcomes and possessing strategic business know how refined over a diverse employment background. Expert in streamlining processes, reactivating stagnant accounts, reversing customer dissatisfaction, and building long term, lucrative alliances.

Extensive experience in sales, business development, strategic planning, operations management, and relationship management has allowed consistent surpass in sales objectives within a Fortune 500 company that is the leading provider of diagnostic testing, information, and services. Maximizes revenue potential through sound sales and management acumen while successfully managing customer service initiatives that have increased customer retention and satisfaction levels within highly competitive markets. HIGHLIGHTS OF QUALIFICATIONS

• Achieved consistent revenue growth by exceeding monthly new product sales quota by 255% in 2008 and 111% in 2009, resulting in substantial financial success for the company.

• Exceeded goals in the second quarter of 2022, achieving a 103% attainment rate.

• Led a successful COVID 19 testing drive in 2020 for Burke County, testing 300 patients forming a solid partnership, and demonstrating exceptional leadership and organizational skills during a critical healthcare crisis.

• Increased growth in 2011 by 9% for new lab product sales, contributing to the company's overall success.

• Assisted with key AT Risk Lab Tech Customers during the first and second quarter, while maintaining Quest Key Accounts and upselling, resulting in strengthened relationships and increased revenue.

• Successfully managed and maintained 300 accounts, with a focus on the top 20% revenue drivers, demonstrating ability to effectively handle a large client portfolio and prioritize key accounts.

• Developed rapport and established trust with clients to the extent that 80% of clients specifically requested personal assistance in resolving issues, along with executive response, showcasing exceptional customer service skills and ability to build strong client relationships.

• Provided excellent customer service to meet the needs of clients, resulting in a 90% client retention rate through four major company transitions.

EXPERIENCE

Quest Diagnostics Laboratory, Physician Account Manager 2004 Present Successfully manage and maintain a portfolio of 300 accounts. Key responsibilities encompass a wide range of areas, including administration, test upsells, retention, customer service, education and training, billing, and collaboration with specialty representatives and lab vendors.

• Build strong relationships instrumental to success, fostering rapport with lab partners, pathologists, logistics teams, TSS, and IT professionals, ensuring a delightful experience for clients and actively listening to the voice of the customer.

• Excel in coordinating effective communication between physicians, practice managers, staff, and the laboratory, playing a crucial role in ensuring seamless communication channels, particularly during staffing changes

• Promptly inform customers and assist Patient Services with client coverage and the placement of phlebotomists or processors.

• Prioritize customer satisfaction and respond swiftly to client concerns, providing resolutions that address needs effectively.

• Closely monitor client volumes, ordering patterns, and trends, utilizing sales tools such as Quicr, Salesforce, ACT, and the onboarding process.

• Work collaboratively with CSS, Sales Support, Hospital Team, and Service Excellence to promptly resolve client concerns.

• Regularly conduct Customer Business Reviews, strengthening relationships with clients and understanding their evolving needs.

• Play an active role in improving processes and meeting management objectives, participating in process improvement teams and company initiatives.

• Successfully implemented an AT Risk Process for Larger Accounts, minimizing attrition risks.

• Adhere to established and new policies and procedures, maintaining compliance in lab areas.

• Won the 2011 Women's Health Initiative Contest by achieving a 1500 volume increase in women's health tests.

• Received the 2014 Solstas Sales Pinnacle Award, recognized for outstanding sales performance and contributions to the company's success.

• Assisted Physician Account Executives PAEs with upselling COVID 19 testing, leading to significant growth in client revenue in 2020, and contributing to increased revenue and expanding the company's service offerings. Cynthia L. Moore

704-***-**** ad430w@r.postjobfree.com LinkedIn Profile

• Collaborate closely with Specialty Representatives from various fields such as Women's Health, Cardio, Dermatology, Neurology, Drug Monitoring, and Infectious Disease.

• Engage with sales vendors, including Hologic, ThermoFisher Scientific, uMethod, and Liposcience. EDUCATION

Master of Health Administration

University of North Carolina at Charlotte, Charlotte, NC Bachelor of Science, Microbiology

University of Arkansas, Fayetteville, AR

CERTIFICATIONS

Microbiology Technologist Certification, American Society of College Pathology SKILLS

• Account Management

• Customer Relations

• Provider Education

• Policies and Procedures

• Client and Staff Training

• Process Improvement

• Healthcare Industry Knowledge

• Sales and Business Development

• Problem Solving and Analytical Thinking

• Negotiation

• Teamwork and Collaboration

• Customer Relationship Management CRM

• Time Management and Organization

• Adaptability and Flexibility

• Software: Cerner Classic, Cerner Millennium, Sunquest, Atlas, Care Evolve, Care 360, Quanum E Labs, Quanum Lab Service Manager, EPIC

PROFESSIONAL MEMBERSHIPS

Outreach Committee Leader, African American Business Leaders Committee Member, Women in Leadership

Quest PAE Elite, Fleet Member (Women’s Health updates with district sales team) COMMUNITY INVOLVEMENT

Committee Member

GSO Healthy Quest

Outreach Committee Leader

Juneteenth Celebration, "GIving Back to Community" 2021, 2022 Holiday Food Drive GSO Lab, 2021

District CG01 2021 Lead

Community Giving at Christmas Project

St. Jude Virtual Walkers

LABORATORY EXPERIENCE

Presbyterians Reference Laboratory, Technologist, Microbiology Laboratory Corporation of America, Senior Medical Technologist, Microbiology 2000 2004

1998 2000

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