VANESSA LIGON
Gary,Indiana
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Specimen Processor
Genotox Laboratories
07.2023 - Current
- Prepared samples for analysis by performing complex sample preparation tasks.
- Adhered to laboratory safety procedures to maintain compliance with quality control standards.
- Troubleshot and resolved equipment and process issues.
- Monitored and documented safety standards to verify compliance.
Customer Experience Specialist
Compsych Guidance Resources
03.2023 - 07.2023
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Documented customer interactions in internal database to maintain customer service history details.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Maintained extensive knowledge of company products to recommend items aligned with customer needs.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Monitored customer feedback to identify areas of improvement in customer experience.
- Adhered to established customer satisfaction strategies to support swift issue resolution.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities
- Adhered to established customer satisfaction strategies to support swift issue resolution
Call Center Supervisor
Knowledge Services Inc
01.2020 - 12.2022
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Supervised [30+] Call Center Agents in providing excellent customer service to callers requiring assistance.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Developed process controls and metrics for daily management of call center.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Created team rotations to man center effectively during peak hours.
- Managed scheduling for agents and product specialists to foster increased productivity.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement
- Trained team members on performance metrics and consumer behavior identification
Medical Assistant/Phlebotomist
Dr. Uday Shah
01.2019 - 01.2021
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Obtained client medical history, medication information, symptoms, and allergies.
- Performed medical records management, including filing, organizing and scanning documents.
- Collected and documented patient medical information such as blood pressure and weight.
- Called and faxed pharmacies to submit prescriptions and refills.
- Documented vital signs and health history for patients in clinic and hospital environments.
- Scheduled appointments, registered patients, and distributed sample pharmaceuticals as prescribed.
- Assisted with routine checks and diagnostic testing by collecting and processing specimens.
- Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
- Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
Education
High School Diploma -
Bloom Township
Chicago Heights, IL06.1994
Skills
- Quality Reviews
- Electronic Communication
- Pre-Transfusion Testing
- Medical Interpretation
- Patient Records Documentation
- Patient Intakes
- Active Listening
- Ordering Cleaning Supplies
- Reading Comprehension
- Quality Patient Care
- Blood Collections
- Specimen Collection
- Sharps Disposal
Certification
- Certified CPR, Phlebotomy,Medical Assistant
Timeline
Specimen Processor
Genotox Laboratories
07.2023 - Current
Customer Experience Specialist
Compsych Guidance Resources
03.2023 - 07.2023
Call Center Supervisor
Knowledge Services Inc
01.2020 - 12.2022
Medical Assistant/Phlebotomist
Dr. Uday Shah
01.2019 - 01.2021
High School Diploma -
Bloom Township
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