Kelsey McGinnis
Leica Biosystems
Lake Villa,IL
13
Years of experience
Results-driven Technical Support professional with 2 years of service coordination experience. Skilled in remote troubleshooting, technical problem-solving, customer support, and service coordination. Proven ability to resolve complex issues, manage competing priorities, and deliver timely, effective solutions while maintaining a strong customer experience.
Work History
Service Coordinator
2 Years 1 Month- Coordinated service activities to enhance client satisfaction and operational efficiency.
- Managed scheduling and resource allocation for optimal service delivery.
- Developed and maintained strong relationships with clients to ensure ongoing support.
- Served as a primary point of contact for clients, addressing inquiries, providing updates, and ensuring overall satisfaction with services rendered.
- Managed a high volume of client requests, ensuring timely and effective service delivery.
- Maintained accurate records of all service activities, facilitating smooth communication between clients and technicians.
- Established strong relationships with clients through regular follow-ups, keeping them informed about progress updates regarding their services requested or concerns raised.
- Maintained accurate records and full compliance with government regulations and agency guidelines.
- Initiated contact with appropriate service providers to request referrals and followed up to confirm appointments.
- Improved service delivery timelines by monitoring performance and adjusting workflows accordingly.
- Monitored progress towards service plan goals.
Technical Support Representative
2 Years- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
- Contributed ideas during team meetings that led to process improvements and increased efficiencies within the department.
- Mentored new team members on company protocols and best practices for delivering exceptional technical support services.
- Continuously improves troubleshooting skills, customer tools, and department workflow to increase customer satisfaction.
- Provided on-site and virtual training on instrumentation to customers.
- Assist with special projects as requested and perform additional duties as required.
Clinical Pathology Technician
2 Years 10 Months- Maintained a safe work environment by strictly adhering to established safety protocols and guidelines.
- Aided a doctor in developing testing protocols and procedures.
- Trained new technicians on standard operating procedures, ensuring consistency across the team.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Completed complex repairs quickly by leveraging strong diagnostic skills and attention to detail.
- Increased customer satisfaction with prompt and knowledgeable support for various technical issues.
- Assisted with Medical coding.
Barista
1 Year 6 Months- Maintained a clean and organized workspace for optimal productivity and safety.
- Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.
- Managed time effectively to balance both front-of-house tasks and back-of-house responsibilities during busy periods.
- Handled customer complaints professionally, resolving issues promptly to ensure satisfaction and foster loyalty.
- Assisted in inventory management to maintain adequate stock levels and reduce wastage.
- Trained new team members with positive reinforcement and respectful, encouraging coaching.
Phlebotomy Team Lead
6 Years 1 Month- Enhanced team morale with effective communication and proactive problem-solving strategies.
- Facilitated cross-training initiatives to enhance overall team skills and versatility in various aspects of phlebotomy responsibilities.
- Coordinated inventory management for necessary supplies, ensuring smooth daily operation without any shortages or delays.
- Assisted new hires in adapting quickly to their roles through comprehensive orientation programs.
Education
Associate of Applied Science - Medical Laboratory Technology
Skills
Detail-Oriented
Remote Technical Troubleshootin/ Support
Customer Service
Complaint resolution
Problem-Solving
Skilled Multitasker
Organizational Skills
Active Listening
Tracking and Documentation
Ticket management
Timeline
Service Coordinator
Leica Biosystems
09.2024 - CurrentRead More
Technical Support Representative
ELITech Group Inc.
06.2022 - 06.2024Read More
Clinical Pathology Technician
Consolidated Pathology Consultants SC
07.2019 - 05.2022Read More
Barista
Starbucks
11.2017 - 05.2019Read More
Phlebotomy Team Lead
Alexian Brothers Hospital
04.2013 - 05.2019Read More
Oakton Community College
Associate of Applied Science from Medical Laboratory Technology
Read More