Carla M. Reed

*** ****** ******* **

Duluth, GA *0096

H ome: 678-***-****

Cell: 404-***-****

ac6mbx@r.postjobfree.com

Medical Lab Technologist/Phlebotomy Supervisor

** ***** ** ********** ** Laboratory/ Call Center Setting Polished, professional Medical Lab Technologist offering:

Thirteen years in supervisory role for Customer Service and Operations.

Eight years of experience providing customer support in busy call center environments for reference laboratory, patient service centers and local major hospital.

Twenty-six years of laboratory experience providing excellent patient care.

An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.

Strategic-relationship/partnership-building skills -- listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes.

Experience

Phlebotomy/Patient Services Supervisor

12/2009-08/2018,Solstas/Quest Diagnostics-North Georgia Region

Supervise the activities of fifty to sixty phlebotomist within an assigned area; provide feedback on performance including performance reviews, coaching and counseling. Maintain staffing pool by utilizing effective interviewing techniques. Maintain schedule. Monitor and approve timekeeping. Interfaced daily with internal customers, field services/phlebotomist, sales and marketing, operations and upper management. Responsible for initial and ongoing training of new employees. Visit assigned locations at least weekly, performing audits as needed.

Customer Service Supervisor

3/2008-12/2009,Carilion Labs-Charlotte, Charlotte, NC

Handled customer inquiries, complaints, and billing questions. Calmed angry callers, repaired trust, located resources for problem resolution and designed best-option solutions. Interfaced daily with internal customers, field services/phlebotomist, sales and marketing, operations and upper management.

Key Accomplishments:

Managed a high-volume workload within a deadline-driven environment. Resolved an average of 550 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume).

Became the lead “go-to” person for new reps and particularly challenging calls as one of the company’s primary mentors/trainers of both new and established employees.

Helped company attain the high customer service ratings--earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.

Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.

Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity.

Medical Lab Technologist/Customer Service Rep

5/1994-3/2008, Presbyterian Laboratory Services/Carilion Labs, Charlotte, NC

Processed and performed test on all body fluids. Performed instrument maintenance and QC on analyzers. Provided phlebotomy services to patients as needed.

Handled incoming calls from patients and client, responding to inquiries, resolving problems and correcting various types of errors. Provided lab results and executed online result retrieval. Used consultative selling techniques to provide leads for sales and marketing team.

Key Accomplishments:

Co-developed on-the-job customer service training orientation program for all newly hired employees.

Contributed to sales team by providing lead-generation to help increase clientele.

M edical Lab Technologist

9/1993-5/1996, Union Regional Medical Center, Monroe, NC

Processed and performed test on all body fluids. Performed instrument maintenance and QC on analyzers. Provided phlebotomy services to patients as needed.

Handled incoming calls from patients and client, responding to inquiries, resolving problems and correcting various types of errors. Provided lab results for inpatients and outpatients to physicians and nurses. Education

6/2008-1/2009, Telephone Doctor Series-Customer Service Skills, Charlotte, NC

Completed twelve 2-hour modules of customer service training. Topics included how to:

Greet transfer and hold calls

Build rapport, listen, clarify and manage conversational flow

Manage upset customers, conflicts and challenging situations

Deliver outstanding service, exceed expectations and build long-term loyalty

Work in teams and in a self-directed environment 8/2003-12/2005, BAIS Degree-University of South Carolina, Columbia SC 8/1991-5/1993, AHS in Medical Laboratory Technology, York Technical College, Rock Hill, SC

8/1986-5/1988, Associates of Science in Secretarial Science, USC Lancaster, SC

8/1981-5/1984, Lancaster High School, Lancaster, SC Skills

Skill Name Skill Level Last Used/Experience

Customer Service Expert Currently use/22years

Call Center

Service Operations

Expert Currently use/10 years

Complaint Handling /

Dispute Resolution

Expert Currently use/22 years

Sales Lead Generation Intermediate Currently used/5 years Data Entry / Records

Management

Expert Currently use/22 years

Multiline Phone Use Expert Currently use/20 years

MS Word, Excel and Access Intermediate Currently use/22 years Additional Information

Willing to travel

References available upon request

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