Lucy Mesorana
Stroudsburg,PA
Summary
Dedicated and friendly customer service specialist with 10 years of experience in the customer service industry who serves patients, their families, and communities with compassion and integrity. A forward-thinking team leader is skilled at operating departments efficiently to meet goals. Proactive and hardworking individual focused on continuous operational improvement.
Overview
10
10
years of professional experience
Work History
CLINICAL LABORATORY CUSTOMER SERVICE MANAGER
LABQ DIAGNOSTICS
05.2021 - 05.2023
- Managed outbound/inbound call center with staff of 30 people, including supervisors, lead representatives, and customer service representatives
- Implemented and created customer service policies & and procedures outlined in Standard Operating Procedure Manuals
- Drafted all correspondence for communication between customer service department and internal/external vendors and clients
- Monitored, measured, and tracked calls to enhance customer experience and improve customer retention
- Continually reported to Operations Director any operational issues impeding performance or customer satisfaction including but not limited to those impacting customer, client, or company
- Various managerial tasks were integral and efficient daily operations
- This included creating/maintaining schedules for all employees, monitoring performance of staff, and auditing payroll for customer service sector
- Developed & and created customer service training programs that elevated the overall client experience and increased customer satisfaction with long-standing customer relationships
- Recorded patient responses to their experience at facilities through reviews and surveys to improve patients' experience
- Assisted customer service representatives, sales team, customers, and vendors in troubleshooting orders that required special handling.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Developed new scripts and guidelines for team members, resulting in more consistent messaging and better overall communication with customers.
CUSTOMER SERVICE SUPERVISOR
MED LABS DIAGNOSTICS
02.2017 - 05.2021
- Supports clinical staff by retrieving lab results
- Calling Doctors/Clients with Critical STAT Results
- Prioritizes calls for lab results according to the needs of patients as directed by the doctors & and medical team
- Functions as contact person between all members of healthcare team to relay necessary information to coordinate patient needs
- Setting appointments for home draws and/or specimen collection
- Respond promptly to all customer inquiries while following standard operating procedures
- Working knowledge of Protected Health Information (PHI), HIPPA Assists processors in centrifuging specimens, printing labels, and specimen storage and retrieval
- Assists in order processing, recording samples received, and releasing orders when needed
- Familiar with various tube types and specimen types for each test
- Responsible for scheduling and dispatching drivers to transport time-sensitive and temperature-controlled specimens to and from off-site collection areas and laboratory
- Created COPIA accounts for users, medical practices, and new locations
- Retrieves samples for testing, schedules add-on tests to existing orders as requested by doctors and nurses., Processes and sends specimens to reference laboratories for confirmations and/or testing not available on-site
- Utilizes various laboratory information systems such as COPIA and HARVEST to finalize reports and look up archived specimens
- Notifies clients of critical results, specimen rejection, or clarification as needed
- Handles incoming calls, and fax results, and resolves customer complaints via phone and email with high level of professionalism and promptly
- Uses Microsoft Excel to maintain and update database of samples
- Ensures department compliance with PPE requirements and OSHA regulations; identifies and resolves potential compliance violations.
- Reduced sample contamination risks through rigorous adherence to proper specimen handling techniques.
- Improved laboratory efficiency by streamlining sample processing and data recording procedures.
- Completed bi-weekly payroll for over 20 employees.
RENTAL SALES AGENT/LEAD
AVIS/BUDGET RENTAL
10.2013 - 02.2017
- Manage staffing following program-specific workflow
- Creating and confirming reservations over phone as well as in person
- Explaining terms of rental and leasing agreements
- Responsible for answering calls and resolving customer issues professionally and courteously
- Experience in professionally handling disgruntled customers
- Maintain broad knowledge of products, pricing, promotions, procedures, and other important issues through management communications, meetings, client focus groups, and formal training
- Processed payments using debit and/or credit cards
- Verified validity and accuracy of debit/credit card information, driver’s license, and auto insurance coverage
- Matched customer needs and preferences to vehicle specifications considering luggage and passengers
- Documented all business transactions, filed, copied, and faxed
- Greeted customers, completed necessary rental or parking information, disclosed rates, terms, and conditions of rental, and obtained customer signatures while using effective sales practices
- Responsible for daily opening and closing as well as setting up for next business day
- Generated daily business reports and vehicle reports to ensure accuracy and security
- Documented all business transactions, filed, copied, and faxed
- Completed, reviewed, and submitted all reports to Regional Area Manager.
Education
Associate Degree - Business Technologies
MONROE COLLEGE
BRONX, NY07.1994
Skills
- Microsoft Word
- Excel
- Outlook
- EMR Systems
- Work Prioritization
- Specimen Processing
- Specimen Analysis
- Medical Terminology
- Record Maintenance Skills
References
References furnished upon request
Medical Terminology
Experienced in medical terminology, specimen collection, working with patients
Languages
Spanish
Native or Bilingual
Timeline
CLINICAL LABORATORY CUSTOMER SERVICE MANAGER
LABQ DIAGNOSTICS
05.2021 - 05.2023
CUSTOMER SERVICE SUPERVISOR
MED LABS DIAGNOSTICS
02.2017 - 05.2021
RENTAL SALES AGENT/LEAD
AVIS/BUDGET RENTAL
10.2013 - 02.2017
Associate Degree - Business Technologies
MONROE COLLEGE
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