Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Certification
Timeline
Generic

Christina Campoamor

Riverview,FL

Summary

Customer Solutions Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.

Overview

27
27
years of professional experience
1
1
Certification

Work History

Customer Solutions Specialist

Quest Diagnostics
Tampa, FL
04.2016 - Current
  • Work directly with clients by telephone, email, or in person to answer any questions, address concerns, or provide education, ensuring customer satisfaction and building customer loyalty.
  • Utilize problem-solving skills to provide solutions that meet the needs of both internal and external customers.
  • Attend meetings, calls, or trainings regularly, both in person, continually improving our processes and functions, as well as increasing personal growth and development.
  • Monitor client accounts to identify issues or trends, quickly address them, and provide resolution.
  • Work closely with our commercial partners to provide support for at-risk accounts, investigate client complaints, identify, and resolve root causes to retain business, and increase revenue.
  • Facilitate meetings with internal departments, and partner with them to ensure that all client challenges or laboratory concerns are addressed quickly and accurately.
  • Introduce existing and prospective clients to the Quest Diagnostics processes and procedures through our robust onboarding system, ensuring the best customer experience, driving growth, and client retention.
  • Act as a liaison between our clients, commercial partners, and the lab, keeping communications open and ensuring our processes exceed expectations for all.
  • Create reports and analyze data to identify trending issues, to determine the root cause of any identified errors.
  • Build strong working relationships with our internal customers, and partner with them to ensure we are providing outstanding service to our clients, patients, and commercial team.

Supervisor, Patient Billing

Quest Diagnostics
Tampa, FL
10.2005 - 04.2016
  • Discussed job performance problems with employees, identifying causes and issues to find solutions.
  • Identified areas of improvement in the customer service process and developed strategies to address them.
  • Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
  • Developed work schedules according to budgets and workloads, covering priority tasks.
  • Assessed team member performances by delivering one-on-one coaching to promote better service.
  • Recruited, interviewed and selected employees to fill vacant roles.
  • Created reports on daily, weekly, monthly basis related to job responsibilities.
  • Provided day-to-day leadership to cultivate environment that exemplified company values.
  • Delegated work to staff, setting priorities and goals.
  • Guided employees in handling difficult or complex problems.
  • Researched and prepared reports required by management or governmental agencies.
  • Evaluated employee job performance and motivated staff to improve productivity.
  • Set clear expectations and helped employees pursue optimal paths for achieving each target.

Corporate Training and Development Spec.

Quest Diagnostics
Tampa, FL
01.2000 - 10.2005
  • Developed and implemented training for department employees as needs were identified by management.
  • Topics trained included, but were not limited to, functional area, diversity, compliance, new hire processes, and employee development.
  • Maintained accurate records of all activities performed throughout the probationary period.
  • Maintained and updated existing training materials to ensure accuracy in process standards.
  • Utilized various software and tools to streamline processes and optimize presentations.
  • Worked effectively in team environments to make the workplace more productive.
  • Provided support and guidance to new-hire employees, as well as existing employees, to promote excellence within their job function.

QA/QC Coordinator

Quest Diagnostics
Tampa, FL
08.1998 - 01.2000
  • Created and maintained detailed documentation for all processes related to quality control.
  • Established procedures and quality standards.
  • Identified root causes for defects and recommended corrective actions as needed.
  • Monitored trends and errors and provided feedback and coaching to employees and managers.
  • Evaluated employee performance using metrics such as defect rates and detail.
  • Worked successfully with diverse group of coworkers to accomplish goals and address questions related to our products and services.
  • Completed day-to-day duties accurately and efficiently.
  • Contributed innovative ideas and solutions to enhance team performance and outcomes.

Billing Customer Service Representative

Quest Diagnostics
Tampa, FL
04.1998 - 08.1998
  • Consulted with customers to resolve service and billing issues.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Managed customer expectations by clarifying needs, identifying options, and recommending resolutions.
  • Ensured that all customer requests were handled efficiently in accordance with company policies.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Adhered to quality assurance standards regarding telephone etiquette and data entry accuracy.

Education

Registered Medical Assistant - Medical

Erwin Vocational -Technical Center
Tampa
06-1992

Skills

  • Customer service
  • Account management
  • Training development
  • Cross-functional collaboration
  • Excellent communication
  • Customer service excellence
  • Problem resolution
  • Root cause analysis
  • Time management

Affiliations

  • Volunteer Leader of Chautauqua 4-H Club in Riverview, FL
  • Volunteer Leader of Riverview High School FFA
  • Member Riverview High School Alumni Association
  • Board of Directors, Pepin Academies 2020-2021
  • Livestock -raise and breed dairy cows for show and production as well as show chickens and market turkeys.
  • Shooting Sports
  • Proud mom

Accomplishments

  • Winner - Quest Diagnostics Compliance Award 2001
  • Winner - Quest Diagnostics Billing Excellence Award 2001, 2003
  • Selected Representative of Patient Billing at Quest Diagnostics 2008 Frontline Forum
  • Corporate Training and Development Specialist For Quest Diagnostics
  • Billing Compliance Trainer

Certification

Medical Assistant

Certified in Training and Development by Development Dimensions International (DDI)

Certified Trainer by Acheive Global - AECR (Achieving Extraordinary Customer Relations)

Certified Trainer - Diversity and Inclusion

Timeline

Customer Solutions Specialist

Quest Diagnostics
04.2016 - Current

Supervisor, Patient Billing

Quest Diagnostics
10.2005 - 04.2016

Corporate Training and Development Spec.

Quest Diagnostics
01.2000 - 10.2005

QA/QC Coordinator

Quest Diagnostics
08.1998 - 01.2000

Billing Customer Service Representative

Quest Diagnostics
04.1998 - 08.1998

Registered Medical Assistant - Medical

Erwin Vocational -Technical Center

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Christina Campoamor