Louise Malyszek
Riverview,FL
Summary
Experienced customer service bringing 24 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
21
21
years of professional experience
Work History
Anatomic Pathology/Cytology Customer Support
LabCorp
02.2021 - Current
- Managed high-volume inbound calls, providing exceptional service to customers in need of assistance.
- Reduced escalations by effectively addressing concerns at the first point of contact whenever possible.
- Adhered to company policies, procedures and system documentation requirements.
- Established positive relationships with clients through proactive communication and attentive listening skills.
- Served as a key liaison between customers and internal departments, facilitating timely resolutions for urgent matters.
- Resolved discrepancies found on customer orders and facilitated communication between departments for resolution.
- Mentored new team members, ensuring smooth onboarding and integration into the department.
- Worked hand and hand with Pathologist regarding specimens
- Received slide request and sent out slides
Customer Service Representative
Optum
02.2019 - 10.2021
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Worked with workers compensation adjusters to approve medications
- called pharmacy and to get medication to go through
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Client Services Representative
Quest Diagnostics
09.2014 - 12.2018
- Enhanced client satisfaction by providing timely and accurate information on products and services.
- Managed a portfolio of high-value clients, ensuring their needs were met and fostering long-term relationships.
- Developed customized solutions for clients, addressing their unique requirements and preferences.
- Delivered exceptional customer service by actively listening to concerns and promptly addressing them.
- Mentored junior representatives, sharing best practices and industry insights to enhance overall team performance.
- Providing doctor offices, hospitals,nursing homes and home healthcare with critical lab values.
- Met customer call guidelines for service levels, handle time and productivity.
Resolution Team Lead
Medco Health Solutions
03.2008 - 08.2014
- Established clear goals and expectations for team members, fostering a results-driven work environment.
- Promoted open communication channels among team members that fostered collaborative problem solving.
- Analyzed performance metrics to identify areas of improvement, driving continuous process enhancements for the resolution team.
- Managed escalated cases with professionalism and diplomacy, resolving issues while maintaining positive client relationships.
- Reduced customer complaints by ensuring timely and accurate responses to their concerns.
- Recognized for outstanding leadership skills, contributing to the overall success of the resolution team.
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Trained staff on operating procedures and company services.
Customer Service Representative
Medco Health Solutions
06.2003 - 02.2008
- Handled customer inquiries and suggestions courteously and professionally.
- 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.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Maintained up-to-date knowledge of product and service changes.
Education
GED -
Department of Education State of Florida
Tampa, FL11.2020
No Degree - Medical Assisting/Phlebotomy Certification
Concorde Career Institute
Tampa, FL02.1995
Skills
- Reporting and analysis
- Complaint Handling
- Customer Relations
- Inter-department collaboration
- Training and mentoring
- Proficient in [Software]
- Training and coaching
- Microsoft Office
- Multitasking and Organization
- Quality Assurance
- Golden Indexer Award
- Certificate of Achievement for Teambuilding
- Perfect Attendance Award
- Interpreting Medical Reports
- Wow Award
- Mastered Magic
- Medicare D Certificate
- Quality Awards
Timeline
Anatomic Pathology/Cytology Customer Support
LabCorp
02.2021 - Current
Customer Service Representative
Optum
02.2019 - 10.2021
Client Services Representative
Quest Diagnostics
09.2014 - 12.2018
Resolution Team Lead
Medco Health Solutions
03.2008 - 08.2014
Customer Service Representative
Medco Health Solutions
06.2003 - 02.2008
GED -
Department of Education State of Florida
No Degree - Medical Assisting/Phlebotomy Certification
Concorde Career Institute