France Santana Morel

• Resolved customer complaints while prioritizing customer satisfaction and loyalty.
• Took ownership of customer issues and followed problems through to resolution.
• Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Collaborated with upper management to improve customer service processes and support structures.
• Followed through with client requests to resolve problems.
• Researched and corrected customer concerns to promote company loyalty.
• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Assisted in organizing and overseeing assignments to drive operational excellence.
• Maximized performance by monitoring daily activities and mentoring team members.
• Improved staffing during busy periods by adjusting employee schedules and monitoring call-outs.
• Supervised day-to-day operations to meet performance, quality and service expectations.
• Assisted customers with Spanish-language inquiries in a timely and professional manner.

• Perform all duties of User Service Analyst in Technical Support
• Under the direction of the TS Manager/Supervisor, develop and implement plans to prioritize and resolve issues relative to our customer base
• Document frequent re-occurring complaints and notify Customer Service Management team in order to create a Corrective Action Plan
• Document and resolve customer, sales, and department workflow issues for all phases of Technical Support operations
• Mentor and guide User Service Analyst as the first line support for questions and issues that arise during the day
• Assist with the training needs of the User Service Analyst to assure complete understanding of all applications and workflows established in the department
• Participate as an active leader in the Technical Support Staff Meetings
• Attend Customer Service staff meetings to obtain information to share with Technical Support Staff
• Participate in training and testing of new updates and applications for both internal and external use
• Partner with the Process Development/Staff Educator to coordinate, recommend on going training classes assuring all staff complete their Annual Competency
• Prioritize backup support for Specimen Research, Technical Support, and Customer Service when emergencies arise such as delayed results or a significant increase in incoming call volume
• In the absence of the Manager, schedule coverage and/or back up coverage for the department
• Act as a lead person for special projects between Technical Support and other departments within Spectra
• Such as the Lab, IT, SR, CRT, Acct
• And Compliance
• Assist Manager to prepare and monitor monthly productivity reports and identify Customer related trends and recommend corrective actions to the management team
• Assist with all the ISO related processes and procedures for Technical Support
• Assure SOPs for Technical Support are current in Paradigm annually
• Proactive Evaluate and recommend to management changes for increased efficiencies and enhancements of service to our customers
• Assure customer concerns, issues and questions are addressed timely and professionally
• Offer positive suggestions for performance improvement and efficiency within the department
• Provide input as requested during interview and hiring of new employees
• Participate in Management Saturday Coverage
• Interact with IT programmers to explain software errors, gain their expertise to correct defects related to software or hardware
• May train users on software and hardware off-site at clinical locations.

• Assessed operational performance to identify areas for improvement.
• Supported supervisor and associated team members to maintain system functionality.
• Created custom reports and visualizations to support decision-making processes.
• Conducted data analysis to identify opportunities for streamlining client operations and improving customer satisfaction.
• Receives telephone calls from users having problems using computer software and hardware or inquiring how to use the software and hardware provided by Spectra.
• Talks to users to learn procedures followed and source of error.
• Answer questions, applying knowledge of computer software and procedures.
• Trained users on software and hardware off-site at their location.

• Answered incoming calls and emails from current customers and asked open-ended questions to determine needs.
• Developed lasting relationships with customers, which helped to bring in additional business opportunities.
• Updated customer service database with new information, address changes and contact details.
• Collaborated with customer service department to discuss new ways to alleviate service issues and computer errors.
• Communicates information and acts as a resource for clients by telephone and fax. Gathers necessary information from clients to help in providing timely and accurate laboratory results (reports).
• · Documents all calls into appropriate systems.
• · Communicates with Sales and Clinical Support Reps about clients.
• · Communicates with all departments to resolve client questions and problems in a timely manner.

• Recorded and analyzed data to produce reports of results.
• Adhered to laboratory safety procedures to maintain compliance with quality control standards.
• Participated in lab meetings and project presentations.
• Prepared samples for analysis by performing complex sample preparation tasks.
• Trained and supervised junior staff in laboratory protocols.
• Provided support and guidance to junior lab staff.
• Assist with various projects as assigned by the direct supervisor.

• Responsible for the preparation, setup, and processing of clinical samples to maintain the quality and production output necessary for laboratory testing.
• Process incoming shipments of specimens, sort & open boxes, and inspect packaging.
• Operating processing equipment and associate software, centrifuge, distributing samples for testing.
• Scans tubes and verifies receipts, processes, add-on tests, and processes specimen conditions.
• Retrieves specimens for add-on tests.
• Disposes of blood samples and ice packs, archives tubes, resolves pending issues, and performs document imaging.
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Data entry, scan and process blood specimens.

• Handled customer inquiries and suggestions courteously and professionally.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Answered constant flow of customer calls with minimal wait times.
• Provided exceptional customer service to patients, answering questions and addressing concerns.
• Handled customer service inquiries via telephone.
• Handled data entry of send -out tests for Reference Labs.

Data entry, scan and process blood specimens.