Summary
Overview
Work History
Education
Skills
Timeline
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THERESA SHELTON

lab Tech
LOUISVILLE,KY

Summary

Energetic individual with strong time management skills who thrives in a fast-paced, dynamic environment. Dedicated Customer Service Representative who provides exceptional customer service through active listening and problem solving.

Professional scientist with strong skills in laboratory techniques, data analysis, and maintaining lab equipment. Known for effective team collaboration and delivering reliable results. Adaptable and dependable in dynamic environments. Proficient in adhering to safety protocols and conducting precise experiments.

Overview

36
36
years of professional experience

Work History

Lab Assistant

Zoetis Reference Laboratory
05.2020 - 12.2024
  • Managed specimen sample handling, receiving, storage and inventory.
  • Logged samples correctly into computerized tracking system.
  • Enhanced laboratory efficiency by maintaining and organizing equipment, supplies, and samples.
  • Demonstrated flexibility working in a fast-paced and ever-changing environment.
  • Prepared specimens for testing and analysis.
  • Provided assistance in training new lab personnel on proper techniques, safety guidelines, and protocol adherence for smooth integration into the team environment.
  • Adhered to laboratory safety procedures to maintain compliance with quality control standards.

Customer Service Representative

Labcorp
05.2007 - 01.2016
  • Effectively managed a high-volume of inbound and outbound customer calls.
  • Addressed and resolved customer inquiries and complaints empathetically and professionally.
  • Gathered and verified all required customer information for tracking purposes.
  • Defused volatile customer situations calmly and courteously.
  • Accurately documented, researched and resolved customer service issues.
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Met or exceeded service and quality standards every review period.

Assistant Manager Regional Division

Labcorp
10.2000 - 05.2007
  • Oversaw business retention for large territory which included parts of Kentucky, Indiana, Tennessee and Missouri.
  • Sourced well qualified candidates.
  • Applied effective marketing concepts to increase revenue.
  • Achieved retention and growth quota each quarter to qualify for bonuses.
  • Managed team of 8 Account Managers as direct reports.
  • Evaluated staff performance against expectations.
  • Assisted clients in determining pricing schedules.
  • Monitored weekly, monthly and quarterly achievement goals.

Customer Service Assistant Supervisor

Labcorp
03.1997 - 10.2000
  • Cross-trained and backed up other customer service managers.
  • Adhered to all confidentiality requirements at all times.
  • Solved unresolved customer issues.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Facilitated inter-departmental communication to effectively provide customer support.

Sendouts/Reference

Labcorp
01.1994 - 03.1997
  • Created standard operating procedures.
  • Followed laboratory guidelines and safety procedures when packaging and forwarding samples to referral lab.
  • Executed contracts in timely and accurate manner to outsource reference testing.
  • Entered patient results into lab system and filed reports.
  • Researched availability, cost and shipping procedures of tests not performed in-house.

Customer Service Representative

Labcorp
11.1991 - 01.1994
  • Provided an elevated customer experience to generate a loyal clientele.
  • Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
  • Asked open-ended questions to assess customer needs.
  • Directed calls to appropriate individuals and departments.

Medical Lab Technician

Labcorp
04.1989 - 11.1991
  • Prepared specimens for analysis and established proper chronological priorities in testing.
  • Identified abnormal test results and referred them to the Clinical Laboratory Scientist for further review.
  • Carefully reviewed test results for accuracy.
  • Properly calibrated and adjusted malfunctioning equipment to ensure precise test results.
  • Performed both routine and emergency maintenance on laboratory instruments.
  • Prepared powerful chemical solutions and reagents for use in the analysis of samples.
  • Executed hematological tests, including red and white blood cell counts, sickle cell tests, hemoglobin estimations, fragility tests, coagulation time and clot retraction time.

Education

Certified: Medical Laboratory Technician -

United States AirForce
Wichita Falls, Texas
01.1987

Skills

  • Skilled in call center operations
  • Exceptional workflow management
  • Adheres to customer service procedures
  • Strong problem solving aptitude
  • Avaya Software knowledge
  • Exceptional attention to detail
  • Natural leader
  • Quick learner
  • Medical terminology knowledge
  • Exceptional communication skills
  • Excellent time management skills
  • Adherence to high customer service standards
  • Exceptional telephone etiquette
  • Specimen processing
  • Lab safety protocols
  • Laboratory techniques
  • Safe specimen handling

Timeline

Lab Assistant

Zoetis Reference Laboratory
05.2020 - 12.2024

Customer Service Representative

Labcorp
05.2007 - 01.2016

Assistant Manager Regional Division

Labcorp
10.2000 - 05.2007

Customer Service Assistant Supervisor

Labcorp
03.1997 - 10.2000

Sendouts/Reference

Labcorp
01.1994 - 03.1997

Customer Service Representative

Labcorp
11.1991 - 01.1994

Medical Lab Technician

Labcorp
04.1989 - 11.1991

Certified: Medical Laboratory Technician -

United States AirForce

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THERESA SHELTONlab Tech