Sherry Holley
Glenn Heights,TX
Summary
Exceptional customer- centric professional with 10 years of experience in problematic customer relations in a laboratory setting. Utilizing advanced collaborative, communication, problem analysis, account monetization and project management skills, my goal is to address the needs and concerns of stakeholders, both existing and newly onboarding health professionals.
Overview
14
14
years of professional experience
Work History
Corporate Account Support Specialist
IDEXX Laboratories
04.2021 - Current
- Provided top-tier customer service, adeptly problem-solving and addressing customer inquiries promptly.
- Led monthly meetings with corporate account managers and medical directors to address lab errors, courier concerns, product proficiencies, presenting verbal or prepared analyses and preventive measures.
- Orchestrated seamless new corporate customers on-boarding by providing and coordinating comprehensive training and education sessions for hospital staff and end-users.
- Presented high level presentations to internal and external corporate partners and shareholders that ranged from case call trends and testing profit trends.
- Monitored corporate accounts to ensure proficiency and satisfaction among customers and medical professionals, proactively addressing any issues and providing additional training as needed.
Western Region Team Lead-Lab Liaison
IDEXX Laboratories
04.2015 - 04.2021
- Conduct final resolution calls with customers regarding lost/misplaced samples, addressing concerns with doctors/staff, financial compensation, and alternative test codes, meticulously documenting findings and conversations.
- Monitoring high-profile cases as per specific doctor requests, and consulting with medical staff to ensure accurate testing was ordered and in process.
- Educate customers on test codes, staining add-on options, submittal guidelines, pricing and expected turnaround time.
- Communicates with other related departments to coordinate search and resolve issues as needed
- Collaborate closely with laboratory technicians and specimen processing teams to ensure proper workflow and procedures.
- Perform validation reviews of team members' activities, ensuring accuracy and completeness to elevate sales performance and client satisfaction.
Biomedical Research Area Supervisor
University Of Texas Southwestern Hospital
10.2009 - 04.2015
- Championed compliance management as the key point of contact for facility users, staff, and clients, ensuring seamless adherence to regulatory standards and bolstering trust among potential clients.
- Participated in work-up meetings with EHS personnel, PI, and research staff.
- Harvested critical data from research protocols in the institute database to showcase adherence to ethical standards and bolster the institute's appeal to potential clients.
Education
Bachelor of Science -
Texas Tech University
Lubbock, TX05.2007
Skills
- Customer Relationship Management
- Call Management
- Build trust by consistently demonstrating a poise, sincere and confident demeanor
- Account Profitability
- Task Juggling and Time Management
- Risk Assessment and Mitigation
- Team Collaboration
- Problem Solving
- High-quality customer-facing interpersonal skills
- Strong verbal and written communication skills
Timeline
Corporate Account Support Specialist
IDEXX Laboratories
04.2021 - Current
Western Region Team Lead-Lab Liaison
IDEXX Laboratories
04.2015 - 04.2021
Biomedical Research Area Supervisor
University Of Texas Southwestern Hospital
10.2009 - 04.2015
Bachelor of Science -
Texas Tech University
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