Sean Engles
Haymarket,Va
Summary
Dynamic Client Service Supervisor with extensive experience at Quest Diagnostics, excelling in enhancing customer satisfaction through effective problem-solving and relationship building. Proven track record in training and mentoring teams, implementing process improvements, and fostering inter-department collaboration to elevate service quality and operational efficiency.
Overview
23
23
years of professional experience
Work History
Client Service Supervisor
Quest Diagnostics
08.2021 - Current
- Supervised daily operations to enhance client satisfaction and service quality.
- Trained and mentored team members to improve performance and efficiency.
- Implemented process improvements to streamline client service workflows.
- Developed training materials to support onboarding of new staff in client service protocols.
- Implemented process improvements based on client feedback, ensuring continuous enhancement of services offered.
- Collaborated with other departments to address client needs, improving overall customer experience.
- Provided leadership, guidance and support to staff members.
Client Service Group Lead
Quest Diagnostics
10.2008 - 08.2021
- Delegated tasks strategically and monitored progress for timely completion.
- Monitored team performance to identify productivity improvement opportunities.
- Trained new team members by relaying information on company procedures and safety requirements.
- Developed training materials for new representatives, enhancing onboarding processes and knowledge retention.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Cross-trained and provided backup support for organizational leadership.
Client Service Representative
Quest Diagnostics
10.2005 - 10.2008
- Managed client inquiries, providing accurate information and solutions to enhance customer satisfaction.
- Assisted in training new representatives on company policies and customer management systems.
- Resolved escalated customer issues through effective communication and problem-solving techniques.
- Conducted follow-up communications with clients to ensure resolution satisfaction and retention.
- Handled sensitive client information with discretion, ensuring confidentiality at all times.
- Enhanced client satisfaction by addressing inquiries and resolving issues promptly.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
Lab Technician 2
Quest Diagnostics
11.2002 - 10.2005
- Resolved specimen issues identified during processing
- Conducted searches for samples that were reported missing by testing departments
- Worked and resolved Client's open orders
Specimen Processor-Forensic Tox
Quest Diagnostics
06.2002 - 11.2002
- Operated automated systems for specimen processing, ensuring efficient workflow and accuracy.
- Prepared samples for analysis by following established protocols and safety guidelines.
- Assisted in labeling and organizing specimens to maintain order and traceability.
- Collaborated with laboratory personnel to ensure timely specimen handling and delivery.
- Followed safety protocols while handling hazardous materials.
- Monitored environmental conditions to uphold sample integrity during processing.
- Contributed to the accuracy of test results by promptly addressing any discrepancies or issues with specimen quality, identification, or documentation.
Education
Bachelor of Science - Health Care Management
Capella University
Minneapolis, MN07-2028
High School Diploma -
Osbourn High School
Manassas, VA06-2002
Skills
- Customer service
- Empathy and patience
- Relationship building
- Inter-department collaboration
- Problem-solving
- Adaptability
Timeline
Client Service Supervisor
Quest Diagnostics
08.2021 - Current
Client Service Group Lead
Quest Diagnostics
10.2008 - 08.2021
Client Service Representative
Quest Diagnostics
10.2005 - 10.2008
Lab Technician 2
Quest Diagnostics
11.2002 - 10.2005
Specimen Processor-Forensic Tox
Quest Diagnostics
06.2002 - 11.2002
Bachelor of Science - Health Care Management
Capella University
High School Diploma -
Osbourn High School
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