Diona Stutts
Summary
Experienced Business Professional Administration / Customer Service / Management Experienced Supervisor/Manager bringing 14 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
13
13
years of professional experience
Work History
Customer Care Supervisor
LabCorp
07.2022 - Current
- Oversees payroll, Quarterly reviews, and staffed 14 employees.
- Evaluated interactions between associates and customers to assess personnel performance.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Created customer support strategies to increase customer retention with New/Jeopardy clients.
- Interpreted regulations to identify patient care requirement criteria to be monitored and establish systems to achieve compliance.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
- Promoted business' development by building and maintaining relationships with new clients.
Customer Care Team Leader
LabCorp
01.2018 - 01.2022
- Responsible for on boarding, induction and training new staff.
- Assisted call-in customers with questions and orders.
- Resolved concerns with products or services to help with retention and drive sales.
- Responded proactively and positively to rapid change.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Trained staff on operating procedures and company services.
- Implemented and developed customer service training processes.
LabCorp Team Leader (Heather Rd.)/ Branch Safety Officer
Labcorp
01.2011 - 01.2018
- Created Daily routes through Roadnet for pickups.
- Handled all Fleet vehicle services for all Burlington Couriers.
- Conducted safety training and education to employees to increase awareness of safety hazards and empower employees to work safely.
- Conducted regular safety inspections and audits to identify potential hazards and prevent accidents and injuries.
- Investigated accidents and incidents to determine root causes and develop corrective actions to address underlying issues.
- Liaised with management and employees enable smooth communication regarding safety procedures.
Education
Bachelor of Science - Health Care Compliance And Regulations
Arizona State University
Tempe05.2024
Associate of Arts - Medical Office Administration
Alamance Community College
Haw River, NC06.2018
High School Diploma -
Eastern Guilford High School
Gibsonville, NC05.2007
Skills
- Performance Improvement
- Account Management
- Staff Oversight
- Schedule Management
- Training Programs
- Customer Relations
- Escalation Management
- Training and Mentoring
- Cross-Functional Collaboration
- Inventory Management
- Delegation and Supervision
- Leadership Development
- Computer Proficiency
- Multitasking and Prioritizing
- Operations Management
References
References available upon request
Timeline
Customer Care Supervisor
LabCorp
07.2022 - Current
Customer Care Team Leader
LabCorp
01.2018 - 01.2022
LabCorp Team Leader (Heather Rd.)/ Branch Safety Officer
Labcorp
01.2011 - 01.2018
Bachelor of Science - Health Care Compliance And Regulations
Arizona State University
Associate of Arts - Medical Office Administration
Alamance Community College
High School Diploma -
Eastern Guilford High School