Tandraneka N. Ardoin
Summary
A highly enthusiastic and self-driven support professional offering over 15+ years' experience providing specialized administrative support to management and staff. Resourceful and task-oriented with a proven track record of meeting targets and deadlines efficiently. Innate ability to handle multiple tasks simultaneously. Knowledgeable in current industry trends and technology. Strong analytical, writing, and research skills. Conscientious and dependable. Sharp quick learner, efficient, team driven and willing to get involved.
Customer service professional with significant experience in delivering effective solutions and enhancing customer satisfaction. Skilled in problem-solving, communication, and conflict resolution. Strong focus on team collaboration and adaptability to meet evolving needs. Reliable and results-driven, with proven ability to balance multiple priorities and drive positive outcomes.
Customer service professional focused on delivering impactful solutions and fostering positive relationships. Skilled in troubleshooting, resolving complex issues, and enhancing customer satisfaction. Known for effective communication and adaptability in dynamic environments, ensuring seamless team collaboration and achieving consistent results.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Solution Specialist
Quest Diagnostics Clinical Laboratory – Medical
07.2023 - Current
- Work with Commercial Sales as soon as the target customer has been identified
- Understanding all aspects of the Customer from the Sales Director, Commercial Sales Representative, Connectivity, Billing and Patient Service perspective
- Evaluate all information received and create a start-up plan based on what is learned
- Schedule and conduct initial training sessions for key customers
- Conduct follow-up or retraining sessions, if necessary
- Set up and monitor strategic accounts through the monitoring process
- Review outcome of monitoring daily during the first 45 days
- Evaluate all information received and create a risk-repair plan based on what is learned
- Attend At Risk conference and Daily Ops Call as needed to report resolution of any events for the key customers involved
- Review Client Problem Tracking module or other client problem reporting mechanism for at-risk accounts and coordinate action(s) between functional groups to resolve At-Risk issues in a timely manner
- Monitor client service failures
- Review the root cause description and appropriateness of the functional group's corrective action
- Visit or conduct conference calls with client accounts and at-risk clients to ensure that the resulting resolution and follow-up activity is satisfactory
- Solicit and resolve other outstanding issues or concerns
- In partnership with Commercial Sales, establish routine client visitation or conference call schedule to meet with key accounts and at-risk clients to review service metrics, satisfaction with local services, and address concerns
- Work with Director or Problem Resolution Specialist to analyze chronic service failures and develop corrective actions
- Coordinate the contact of clients who submitted a client satisfaction survey that expressed dissatisfaction with the problem resolution progress or as requested by the regional senior staff
Service Solution Representative
Quest Diagnostics Clinical Laboratory – Medical
01.2021 - 07.2023
- Act as the point of contact for specific geographic territories or commercial representatives
- Builds appropriate rapport without alienating anyone; builds constructive and effective relationships; uses diplomacy and tact; can defuse even high-tension situations comfortably
- Demonstrates an understanding of the urgent nature of our business and the need to proactively find and fix problems quickly and effectively
- Evaluates facts and data to draw reasonable conclusions for solving a problem or decision making
- Utilizes SFDC for documenting issues as a case or request
- Clearly communicate actions taken in solving issues and ensures the resolution meets client expectations
- Provides education and guidance to clients about Quest Diagnostics lab processes and educates clients on new products and services offered by Quest Diagnostics
- Provides direct support via telephone for clients
- Alerts Senior SSR or CSS to potential trending client issues
- Pulls data for Customer Solutions Specialists when needed (TAT reports, TNP, TIQ and problem tracking)
QA Coordinator, Specimen Management
Quest Diagnostics Clinical Laboratory – Medical
04.2015 - 01.2021
- Perform regular inspections and reviews to ensure employees adhere to quality and safety policies
- Prepare and maintain quality management documentations
- Assist in developing internal auditing tools and conducting internal audits and reports
- Monitor and report on all activities, processes, and procedures
- Assisted Specialists with various projects including creating and updating forms, and high-level Power Point presentations
- Responsibility was editing special products which included correcting errors, balanced reports, and billing statements
- Process invoices for all referral outgoing testing
- Responsible for troubleshooting and performing prescribed routine preventative and corrective maintenance on all sample preparation machinery and auxiliary equipment
- Records in laboratory logbooks
- Develop tools, resources, and job aids to improve individual and overall results
- Responsible for creating and maintaining various files
- Communicates with support staff, clients and supervisors about procedural matters and issues in a timely manner
Education
B.S. - Business Administration
DeVry University
01.2015
Skills
- Proactive
- Self-motivated
- Organizational skills
- Detail-orientation
- Effective communication
- Interpersonal skills
- Planning skills
- Prioritizing skills
- Resourceful
- Task-oriented
- Attention to detail
- Time management skills
- Microsoft Office
- Customer focused
- Listening skills
- Goal setting and achievement
- Client retention strategies
- Spreadsheet tracking
- Database maintenance
Accomplishments
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Certification
- Microsoft Office Specialist (MOS) - Microsoft.
- OSHA Certified
Timeline
Customer Solution Specialist
Quest Diagnostics Clinical Laboratory – Medical
07.2023 - Current
Service Solution Representative
Quest Diagnostics Clinical Laboratory – Medical
01.2021 - 07.2023
QA Coordinator, Specimen Management
Quest Diagnostics Clinical Laboratory – Medical
04.2015 - 01.2021
- Microsoft Office Specialist (MOS) - Microsoft.
- OSHA Certified
B.S. - Business Administration
DeVry University
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