Open To Work
MARCIA MAYNARD
Bronx,NY
Summary
Demonstrated ability to enhance customer satisfaction by driving team performance and resolving complex issues. Expertise in training and mentoring team members, fostering collaboration, and creating a positive work environment. Committed to delivering exceptional service through effective problem-solving and conflict resolution.
Overview
24
24
years of professional experience
Work History
Customer Service Team Lead
LABORATORY CORPORATION OF AMERICA
07.2022 - Current
- Train, coach and mentor team members on proper service methods to enhance their skills and improve performance.
- Coordinate daily tasks, manage calls and distribute workloads to ensure efficient call handling.
- Foster a positive and productive work environment to maintain high team morale and productivity.
- Resolve complex customer issues and escalated complaints to ensure customer satisfaction.
- Collaborated with other departments to enhance overall customer experience.
Customer Service Representative
LABORATORY CORPORATION OF AMERICA
01.2013 - 07.2022
- Fielded customer complaints and queries, fast-tracking resolution to improve customer experience.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Answered customer inquiries regarding test information, specimen requirements, turnaround times, test additions, and patient results, enhancing customer understanding and satisfaction.
- Liaised between clients and labs to resolve issues, ensuring timely client notifications and accurate specimen problem reporting.
- Exceeded company productivity standards on a consistent basis.
Office Assistant/Personal Shopper
DRESS FOR SUCCESS WORLDWIDE
10.2011 - 03.2014
- Schedule suiting and career counseling appointments for clients and followed up with reminders
- Responsible for the selection of proper business attire for employed clients and clients going on job interviews
- Organized files, developed spreadsheets, faxed reports and scanned documents to bolster organizational workflow.
- Offered diverse clerical support to office team members, managed correspondence, answered telephone calls and tracked documentation.
Bridge and Tunnel Officer
TRIBOROUGH BRIDGE AND TUNNEL AUTHORITY
01.2011 - 01.2013
- Manage toll booths collections: collect monetary funds, provide accurate change and secure funds
- Fill out reports for any unusual occurrences or non-revenue vehicles
- Responsible for accurate count of funds at the end of the tour in booth.
- Exceeded specific team goals and resolved issues by partnering with colleagues to share and implement service initiatives.
Ship Serviceman
NAVY RESERVES
09.2002 - 09.2010
- Lead unit members in routine exercises to improve their overall performance and health
- Updated and maintained unit performance scores
- Maintained daily logs and submitted timely reports of team activities and materials usage.
- Managed all the goods and services needed for day-to-day operations and mission readiness.
Medical Receptionist
OFFICE OF DR.GAETANO BELLO
02.2003 - 01.2005
- Scheduled and followed up on patient appointments, collected and processed payments, and maintained organized patient files for efficient office operations
- Provided administrative and customer service support to enhance patient experience and streamline office workflows
- Entered insurance, demographics, and health history into patient database to ensure accurate patient records
- Trained new staff on office procedures, insurance processes and medical terminology.
Education
Bachelor of Science - Management
MONROE COLLEGE
Bronx, NYSkills
- Escalation handling
- Conflict resolution
- Multitasking and organization
- Software proficiency
- Software proficiency
- Leadership & Motivation
- Adaptability to change
Awards
- Awarded Laboratorian of the year 2021 and 2016
- Received Kudos award for excellent service in 2018.
- Received Blue Jacket Sailor of the quarter
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
RemoteSalary Range
$80000/yr - $200000/yrTimeline
Customer Service Team Lead
LABORATORY CORPORATION OF AMERICA
07.2022 - Current
Customer Service Representative
LABORATORY CORPORATION OF AMERICA
01.2013 - 07.2022
Office Assistant/Personal Shopper
DRESS FOR SUCCESS WORLDWIDE
10.2011 - 03.2014
Bridge and Tunnel Officer
TRIBOROUGH BRIDGE AND TUNNEL AUTHORITY
01.2011 - 01.2013
Medical Receptionist
OFFICE OF DR.GAETANO BELLO
02.2003 - 01.2005
Ship Serviceman
NAVY RESERVES
09.2002 - 09.2010
Bachelor of Science - Management
MONROE COLLEGE