Summary
Overview
Work History
Education
Skills
Timeline
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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, MN
07-2028

High School Diploma -

Osbourn High School
Manassas, VA
06-2002

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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Sean Engles