Summary
Overview
Work History
Education
Skills
Timeline
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Katina Lyon

Greensboro,NC

Summary

Proven leader at Quest Diagnostics with a track record of enhancing operational efficiency and team development. Excelled in problem-solving and staff training, achieving high customer satisfaction and loyalty. Skilled in workflow optimization and staff evaluation, consistently fostering a positive and productive work environment.

Overview

29
29
years of professional experience

Work History

Supervisor of Operations

Quest Diagnostics
06.2009 - 06.2024
  • Evaluated staff performance regularly, offering constructive feedback designed to promote growth within their roles.
  • Managed scheduling and workload distribution, maximizing productivity without overwhelming team members or compromising quality of work.
  • Achieved high levels of customer satisfaction with consistent attention to detail and effective communication skills.
  • Established clear expectations for team members, fostering a positive work environment through open communication and accountability.
  • Acted as a liaison between upper management and staff members, effectively communicating expectations from both parties while addressing any concerns that arose during operations.
  • Proactively identified potential problems before they escalated, addressing them swiftly and effectively to minimize negative impact on daily operations.

Customer Service Representative

Quest Diagnostics
02.2003 - 06.2009
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

Data Entry Encoder

USPS
Greensboro, NC
02.1995 - 05.2001
  • Proven ability to learn quickly and adapt to new situations.
  • Organized and detail-oriented with a strong work ethic.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Transcribed information into required electronic format to enter into database.

Education

No Degree - MEDICAL ADMINISTRATION

ECPI
Greensboro, NC
05.2002

Bachelor of Science - Chemical Engineering

North Carolina A & T State University
Greensboro, NC
05.1995

Skills

  • Team Development
  • Problem-Solving
  • Staff Evaluation
  • Recruitment and hiring
  • Staff Training
  • Workflow Optimization
  • Operational Efficiency

Timeline

Supervisor of Operations

Quest Diagnostics
06.2009 - 06.2024

Customer Service Representative

Quest Diagnostics
02.2003 - 06.2009

Data Entry Encoder

USPS
02.1995 - 05.2001

No Degree - MEDICAL ADMINISTRATION

ECPI

Bachelor of Science - Chemical Engineering

North Carolina A & T State University

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Katina Lyon