Vincent Murray
Greenville,NC
Summary
Dynamic Senior Service Representative at LabCorp with a strong work ethic and expertise in customer service. Achieved high customer satisfaction through effective training and mentoring, enhancing team collaboration and problem-solving skills. Streamlined processes to reduce wait times, demonstrating adaptability and commitment to operational excellence. Proficient in Microsoft Office Suite and conflict resolution.
Overview
20
20
years of professional experience
Work History
Senior Service Representative
LabCorp
Greenville,NC
07.2006 - Current
- Trained and mentored junior representatives on best practices in customer service and operational procedures.
- Developed training materials for new hires, ensuring alignment with company standards and expectations.
- Led initiatives to optimize scheduling processes, reducing wait times for customers while maintaining service quality.
- Streamlined service processes for improved efficiency and reduced response times.
- Led training sessions for new hires, ensuring thorough understanding of company policies and procedures.
- Supported interdepartmental collaboration initiatives aimed at improving overall operational efficiency.
- Achieved high levels of customer satisfaction by maintaining expert knowledge on industry trends and product offerings.
- Contributed to the development of departmental policies that helped streamline workflows while maintaining compliance with industry regulations.
- Provided exceptional customer support, consistently surpassing performance metrics.
- Collaborated with team members to optimize workflow and maximize productivity.
- Increased first-call resolution rate through ongoing coaching sessions focused on problem-solving techniques.
Education
No Degree -
Pitt Community College
Winterville, NCHigh School Diploma -
Northside Pinetown
Pinetown, NCSkills
- Strong work ethic
- Empathy and patience
- Goal-oriented mindset
- Training and mentoring
- Call center experience
- Escalation handling
- Stress tolerance
- Complaint handling
- Dispute resolution
- Customer service
- Problem-solving
- Time management
- Multitasking and organization
- Team collaboration
- Shipping and receiving
- Active listening
- Adaptability and flexibility
- Verbal and written communication
- Creative problem solving
- Money handling
- Decision-making
- Problem resolution
- Relationship building
- Customer relations
- Microsoft Excel
- Computer proficiency
- Data entry
- Task prioritization
- Product knowledge
- Medical terminology
- Technical troubleshooting
- Client relations
- Conflict resolution
- Documentation
- Team development
- Shipping procedures
- Microsoft outlook
- Scheduling
- Data collection
- Quality control
- Follow-up skills
- Staff training
- Complaint resolution
- De-escalation techniques
- Paperwork processing
- Professional telephone demeanor
- Administrative support
- Microsoft Office Suite
- Filing
- Call management
- Prioritization
- Building rapport
- Customer relationship management (CRM)
Timeline
Senior Service Representative
LabCorp
07.2006 - Current
No Degree -
Pitt Community College
High School Diploma -
Northside Pinetown