Gena Romero

Accomplished in elevating customer satisfaction and retention at Quest Diagnostics, I leveraged my expertise in customer support and data entry proficiency to resolve complaints and mentor teams. My proactive approach and goal-oriented mindset enhanced service quality, driving significant improvements in efficiency and performance without exceeding a numerical percentage.

I have been with Quest Diagnostics in many different roles/capacities. I have obtained so much knowledge through-out my many years. I started in the Processing department when we were receiving at least 16,000 samples a night. After 2 years of being a Specimen Tech. 1 I moved on to be the trainer. I then became a group lead for not only processing but, for the pathology side as well when we had a pathology lab at Quest for a short time.

From there I was the trainer and group lead as well as taking on the role of Interim Supervisor for a few months.

I then decided that I wanted to move to a day shift so, I became the STAT processor as well as taking on expediting where I looked for lost specimens and worked closely with the Client service team for add-ons and pouring off specimens. I also would help out the send-out team to pour off samples and pack them up according to temperature and the different labs to be ran. I also took care of the problem logs for send-outs and pathology.

I then moved to the Ameripath side where I started in the processing/non-gyn area for 2 years. After that I was in the send-out department at Ameripath. I worked in that department totally alone for 6 months. i learned how to communicate with clients, patients as well as the pathologists. I would also work OT as needed to ensure that clients and our patients were well taken care of.

Then for about a year I became Supervisor of Client Services, scanning and send-outs.

I have developed inter-personal, client, patient, Excel and power-point skills along the way.