Raynetta M. Davis
Crosby,TX
Summary
Seeking a position with an organization that will allow me the opportunity for career advancement and personal growth.
Responsible Customer Solutions Specialist providing exceptional service by anticipating and preventing issues and following up with customers. Smart candidate with experience analyzing reports and data and keeping records of customer interactions.
Overview
21
21
years of professional experience
Work History
Customer Solutions Specialist
Quest Diagnostics
05.2022 - Current
- Delivered exceptional customer service, addressing inquiries and resolving issues promptly.
- Collaborated with cross-functional teams to enhance customer satisfaction and streamline communication processes.
- Conducted regular follow-ups with customers, solidifying relationships and ensuring ongoing satisfaction.
- Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Handled escalated cases with diplomacy, ultimately achieving satisfactory resolutions for all parties involved.
- Escalated customer issues to management for appropriate action to be taken.
- Collaborated with cross-functional teams to deliver optimal solutions for customers'' needs.
- Responded to customer inquiries to address concerns and maintain customer satisfaction and loyalty.
- Balanced multiple priorities simultaneously while managing complex customer inquiries.
- Developed custom reports to provide up-to-date information on customer trends and preferences.
- Analyzed customer feedback to identify trends, driving initiatives for service improvement and product enhancements.
- Led projects focused on optimizing workflows, resulting in increased efficiency within support operations.
Group Lead, Medical Lab Tech- Referral Testing
Quest Diagnostic
06.2004 - Current
- Ensures department is prepared for internal and external inspections.
- Assists supervisor with data collection, monitor and posting of Referral Vendor Metrics
- Communicate with internal and external customers
- Monitor compliance of government regulations for packing and shipping specimen to other laboratories
- Schedules department personnel
- Provide feedback and documentation to Supervisor on employee performance.
- Functions proficiently in any Referral department area
- Demonstrates leadership quality that provides a positive influence to all team members.
- Alerts the Supervisor and or Manager of employee or client dissatisfaction through established documentation procedures.
Problem Resolution Coordinator
Quest Diagnostic
06.2004 - Current
- Follow CLIA, HIPPA, OSHA and safety guidelines.
- Primary point-of-contact for resolution of specimen problems and communication with technical departments to avoid testing delays and/or complications.
- Responsible for performing Monthly audits within Specimen Management and sending emails to Department Manager and Supervisors.
- Manage department Client Problem Tracking to determine the root cause and provide resolution.
- Responsible for correctly entering TIQ problems into QLS.
- Provides appropriate feedback to supervisors and manager when problems arise.
Medical Laboratory Technician II
Quest Diagnostic
06.2004 - Current
- Follow CLIA, HIPPA, OSHA and safety guidelines.
- Adhere to laboratory’s policies and procedures including but not limited to documenting all quality control activities.
- Follow department procedure in reporting STATS and Critical results to clients.
- Maintain general appearance of the department.
- Review and train on all new procedures.
- Review and release test results.
- Follow the laboratory procedures for specimen handling and processing, test analyses, reporting and maintaining records of patient test results.
Specimen Technician III
Quest Diagnostic
06.2004 - Current
- Responsible for data entry of patient information in a timely manner, which included but not limited to pouring off of samples while maintaining specimen integrity.
- Acted as a liaison where assistance was needed within the department
- Responsible for validating data entry and correctly labeling specimens.
Cytology Lab Assistant II
Quest Diagnostic
06.2004 - Current
- Responsible for data entry of patient information and test request
- Worked hands on in the lab making slides and making them available for The cytology tech to read
Medical Laboratory Tech
Access Clinical Laboratory
05.2010 - 05.2016
- Executed and analyzed tests in areas including wet chemistry, hematology, urinalysis, coagulation, and special chemistry to aid physicians in diagnosing and treating disease.
- Ensured test-result validity before recording/reporting results.
- Demonstrated the ability to communicate test results effectively with nursing staff as a member of interdisciplinary team focused on providing exemplary quality of care.
- Evaluated quality control within laboratory using standard laboratory test and measurement controls, and maintained compliance with CLIA, OSHA, safety and risk-management guidelines.
- Handled data entry for stat and routine testing.
Education
High School Diploma -
Crosby High School
Crosby, TX05.2001
Associate of Applied Science -
Sanford Brown College
Houston, TX05-2010
Timeline
Customer Solutions Specialist
Quest Diagnostics
05.2022 - Current
Medical Laboratory Tech
Access Clinical Laboratory
05.2010 - 05.2016
Group Lead, Medical Lab Tech- Referral Testing
Quest Diagnostic
06.2004 - Current
Problem Resolution Coordinator
Quest Diagnostic
06.2004 - Current
Medical Laboratory Technician II
Quest Diagnostic
06.2004 - Current
Specimen Technician III
Quest Diagnostic
06.2004 - Current
Cytology Lab Assistant II
Quest Diagnostic
06.2004 - Current
High School Diploma -
Crosby High School
Associate of Applied Science -
Sanford Brown College
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