Rebecca Douthit

I started with Quest Diagnostics November 29th, 2009
After a year and a half, I was promoted to Pod Leader.
I was quickly promoted to Swat Team Leader and took on training a team of 6 customer service representatives.
The Swat Team took on all: TIQ's / Billing Adjustments / Pand Forms / Add On's / PHI's
I created and maintained the very first Email Swat Box for all of Northern California.
The Swat Box evolved into the creation of the Sacramento Client Service Box.
I managed the Sacramento Client Service Box for two and a half years.
I was promoted to a Group Lead and have held that position for six years.
I worked with the leadership team for over a year as an interim supervisor, where I completed the following tasks:

· Encouraged and led a newly combined team

· Welcomed and set up all new employees

· Established business units for representatives to have a space for emergencies

· Conducted one-on-ones

· Scheduled uptraining for representatives

· Summarized discussions / Issued written warnings / Issued final written warnings

· Coached on attendance and behaviors

· Addressed scheduling and PTO issues

· Attended supervisor meetings and monthly meetings

· Joined the L&D Council

· Ordered needed equipment

· Completed silver recertification for QMS for BIW

· Reduced ACW to under one hour per representative per day

· Improved team metrics

I always put clients and patients first, as demonstrated by my WOW calls and consistent recognition from my peers and management team.
QMS Certified 05/2016. Bronze QMS eLearning completed. Digital Expert SME. ADT SME. Sacramento Client Service Box SME. PHI SME. QNews Staff Member. Trainer for Sacramento Client Service Box. Staff training and development. Active listening skills. Resolve complex calls. High customer service standards. Effective team player. Dependable and reliable. Courteous demeanor. Energetic work attitude. Strong organizational skills. Dedicated to process improvement. Conflict resolution proficiency. Strong work ethics. Multiple awards for Employee of the Month and Employee of the Quarter. I was nominated and awarded the Compliance Excellence Award. Letters and calls of appreciation from doctors/clients to my management team. Was selected for the Inspire Team Trip 2024.

Positions Held: Interim Supervisor, Group Lead, Tech Rep I, Client Service Rep II, Client Service Rep I, Registered Medical Assistant, Civil Service Psych Assistant, United States Air Force Medic.