Margaret Dudley
Charles Town,WV
Summary
Adept at maintaining confidentiality and delivering exceptional customer service under pressure, I excelled at Quest Diagnostics Nichols Institute Chantilly by enhancing client satisfaction and building strong relationships. Skilled in Microsoft Office and adept at understanding customer needs, I consistently exceeded service standards, contributing to improved client engagement and satisfaction.
I have worked in Clients Services throughout my tenure at Quest Diagnostics doing the many jobs in this field. I currently work with a group of 15 Dedicated Services Reps handling high priority clients. In my Supervisors absence I was the interim Supervisor until her return.
I work well with all of my teammates and feel I would be an asset to this position.
Overview
26
26
years of professional experience
Work History
Client Service Representative
Quest Diagnostics Nichols Institute Chantilly
08.1998 - Current
- Handled sensitive client information with discretion, ensuring confidentiality at all times.
- Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
- Managed incoming calls, providing prompt and accurate information to clients about products and services.
- Developed strong relationships with clients through proactive outreach and regular check-ins on progress and satisfaction.
- Maintained detailed records of client interactions, allowing for better understanding of needs and preferences for future engagements.
- Enhanced client satisfaction by addressing inquiries and resolving issues promptly.
- Adapted quickly to changes in company policy or procedures while maintaining excellent service standards for existing clients.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Consistently met or exceeded performance metrics while juggling multiple tasks effectively under tight deadlines.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Exhibited high energy and professionalism when dealing with clients and staff.
Education
High School Diploma -
Wakefield High School
Arlington, VA06.1985
Skills
- Customer Support
- Call center experience
- Customer Focus
- Follow-up skills
- Outbound Calling
- Computer Skills
- Microsoft Office
- Complaint resolution
- Calm Under Pressure
- Understanding Customer Needs
- Professional telephone demeanor
- Relationship Building
Accomplishments
- Interim Supervisor of 15 employees while Supervisor out.
- Learned multiple systems (Avay, Five9, Salesforce, Tandem).
Timeline
Client Service Representative
Quest Diagnostics Nichols Institute Chantilly
08.1998 - Current
High School Diploma -
Wakefield High School
Similar Profiles
Maria BasultoMaria Basulto
Phlebotomist at Quest DiagnosticsPhlebotomist at Quest Diagnostics
Marissa ContrerasMarissa Contreras
Patient Service Representative, Level 2 (Float) at Quest DiagnosticsPatient Service Representative, Level 2 (Float) at Quest Diagnostics
Bernard VinuyaBernard Vinuya
Specimen Processing Tech III at Quest DiagnosticsSpecimen Processing Tech III at Quest Diagnostics