Customer Service Account Specialist

Bradley E. Norris *** Wilson St Graham NC, ***** 336-***-****

Education: Alamance Community College 2003 Graduate

AAS Horticulture/ Environmental Biology/ Basic computer applications/ Business Management

Walter M. Williams High School 2001 Graduate

Professional

Experience: Laboratory Corporation of America June 2015- Present

Account Specialist for HLA

Open the HLA Customer service office daily to take incoming calls.

Manage the customer service email and voicemail return any calls or messages that need assistance

Manage the problem sheet queue. Resolving issues with specimens and or searching for lost or incorrect specimens. Research specimens that have been incorrectly labeled to verify if they are for the correct patient.

Search for lost specimens

Work closely with the HLA Accessioning department when resolving specimen issues.

Notify accounts of specimen issues or send notifications to recollect through the LCLS 1100 system and PROC.

Confirming correct test are ordered via PROC and Mobius images of lab orders on specimens that are questioned by the lab and making the needed corrections in the LCLS 1100 system.

Shipping supplies to LabCorp Patient Service Centers for specialty test such as the Immuknow test which requires specific shipping supplies and instructions.

Shipping supplies to private clients who are trying to be tested to verify if they are a match for a bone marrow transplant for a family member or friend.

Taking incoming calls to HLA Customer service from Hospitals and transplant centers with questions about HLA typing results and directing them to the correct Director to resolve their questions.

Taking incoming calls from private individuals about HLA Typing and the process they need to follow to have HLA testing done for potential bone marrow transplant along with other test such as HLA Celiac testing and HLA DR and DQ typing which some doctors are now using for patients who have been exposed to mold or Lime Disease. .

Transfer results from the HLA Bone Marrow system to the LCLS 1100.

Handle the transmission of results and Billing of the Pre and Post bone marrow transplant engraftment testing.

Available to cover the department in the event of bad weather and take on extra work in the event of coworkers are unexpectedly out of the office.

Laboratory Corporation of America June 2007- June 2015

Burlington, NC

Account Specialist for DNA Paternity

Take incoming calls from clients regarding paternity testing

Setup new cases and schedule appointments for both private individuals and contracted accounts.

Follow up on cases involving The Department of Corrections from multiple states across the county to ensure a timely collection of samples from the inmate involved.

Taking supply orders from paternity collections sties

Follow up on priority cases to ensure results are sent to the client in a timely manner

Do what I can to care for the customer’s needs to ensure the best service possible

Up Sale private paternity business generating additional revenue for the division

Provides additional training over the phone for paternity collections when needed.

Take appropriate action when there are problems with a collection site or with the client to ensure the problem is resolved and will not be recurring issue.

Available to work hours other than my normal schedule to accommodate phone coverage in the department.

Assistant Manager- Nature’s Emporium September 1999-May 2007

Burlington, NC

Promoted from Part-Time to Assistant Manager

Order new merchandise per assessment of consumer needs

Placing orders from vendors over the phone and internet

Evaluate (2) departments budget and expenditures

Responsible for open/close of the business and security

Prepare and balance cash and receipts for night deposit

Knowledge of automated security camera

Execute the daily task associated with assigned projects for staff, coordinate schedules of staff in (2) departments

On management team for hire of new employees

Loss prevention

Key holding employee on call for bad weather conditions/emergencies

Dealing with consumer problems with products and or services

Plaza Veterinary Hospital November 1999-Present

Burlington, NC

Part-time key holder for after-hours request

Security of business after hours

Responsible for after hours care of restricted animals

Assist in surgery if needed

Dispense medications when needed

Excellent written skills

Special Skills:

Microsoft Office

Microsoft Retail Management System (point of sale software)

Excellent Time management skills

4 years management experience

20 years customer service experience (including over the phone and face to face)

Knowledge of the LabCorp LCLS 1100 system and PROC.

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