Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shannon Mitchell

Frontenac

Summary

Dynamic professional with extensive experience at Quest Diagnostics, excelling in customer service and team leadership. Proven ability to enhance operational efficiency and improve customer satisfaction through effective problem-solving and communication. Recognized for fostering collaboration and mentoring staff, while maintaining a strong focus on detail and organizational goals.

Overview

40
40
years of professional experience

Work History

Associate, Dedicated Service II

Quest Diagnostics
01.2025 - Current
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Works closely with clients, the lab and commercial team
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Paid attention to detail while completing assignments.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Excellent communication skills, both verbal and written.

DSA Supervisor

Quest Diagnostics
01.2016 - 12.2024
  • Trained and mentored staff on best practices for specimen handling and processing efficiency.
  • Conducted regular performance evaluations to enhance team productivity and service delivery.
  • Coordinated workflow among departments to optimize resource allocation and operational efficiency.
  • Collaborated with cross-functional teams to address operational challenges and enhance service quality.
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
  • Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
  • Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
  • Optimized scheduling to ensure full coverage during peak hours without overstaffing, balancing customer service with cost efficiency.
  • Improved customer satisfaction with prompt and courteous resolution of inquiries and complaints.
  • Educated staff on organizational mission and goals to help employees achieve success.

Supervisor of Dedicated Reps

Quest Diagnostics
01.2004 - 12.2015
  • Conducted performance evaluations, providing constructive feedback to improve team productivity.
  • Addressed staffing challenges by optimizing shift schedules for operational coverage.
  • Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
  • Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
  • Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
  • Facilitated seamless communication between departments, ensuring that all teams were aligned with company goals.
  • Managed diverse team, promoting inclusive work environment that leveraged individual strengths.
  • Evaluated customer needs and feedback to drive service improvements.
  • Devised and implemented processes and procedures to streamline operations.
  • Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
  • Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
  • Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
  • Optimized scheduling to ensure full coverage during peak hours without overstaffing, balancing customer service with cost efficiency.

Technical Support Supervisor

Quest Diagnostics
01.2000 - 12.2003
  • Supervised technical support team, ensuring timely resolution of customer issues and enhancing service quality.
  • Developed training programs for staff, improving knowledge retention and customer interaction skills.
  • Implemented process improvements that streamlined support workflows and increased team efficiency.
  • Collaborated with cross-functional teams to address complex technical challenges and optimize solutions.
  • Established communication protocols within the team to promote collaboration and information sharing among colleagues.
  • Monitored team performance and facilitated the necessary training programs to help maintain a high level of competence among support staff.
  • Optimized workflow processes, leading to a more efficient use of resources and reduced wait times for customers.

Customer Service Representative, Senior

Quest Diagnostics
04.1998 - 12.1999
  • Resolved customer inquiries and issues through effective communication and problem-solving techniques.
  • Trained new staff on customer service protocols and company policies to enhance team performance.
  • Managed high-volume call traffic while maintaining quality standards in customer interactions.
  • Implemented feedback mechanisms to gather insights for continuous improvement of service delivery.

Customer Service Representative

Laboratory Corporation of America
11.1988 - 04.1998
  • Resolved customer inquiries through effective communication and problem-solving techniques.
  • Managed high-volume call flow while maintaining exceptional service quality.
  • Trained new staff on company policies and customer service protocols.
  • Collaborated with cross-functional teams to address complex customer issues promptly.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.

Nurse

Mary Washington Hospital
10.1985 - 10.1988
  • Administered patient care plans, ensuring adherence to best practices and protocols.
  • Collaborated with multidisciplinary teams to optimize patient outcomes and enhance care delivery.
  • Mentored junior nursing staff, providing guidance on clinical procedures and patient management.
  • Developed educational materials for patients, improving understanding of treatment options and self-care strategies.
  • Advocated for patient needs within healthcare teams, fostering a culture of empathy and respect in care delivery.
  • Performed accurate documentation of patient assessments, interventions, and outcomes in compliance with regulatory standards.
  • Administered medications via oral, IV, and intramuscular injections and monitored responses.
  • Performed routine wound care and dressing changes on schedule.
  • Promoted a safe and comfortable healing environment by addressing patient concerns promptly and professionally.
  • Remained calm during high-stress, critical situations, demonstrating sustained focus and problem-solving in real-time.
  • Educated patients on disease management, self-care techniques, and wellness strategies to improve long-term health outcomes.
  • Reduced medication errors through thorough double-checking of prescriptions and dosages.
  • Maintained up-to-date knowledge on emerging trends in nursing practice to enhance effectiveness in delivering quality care.
  • Assisted physicians in performing diagnostic tests and procedures to facilitate prompt diagnosis and treatment.
  • Increased quality of care by participating in ongoing professional development opportunities such as workshops, conferences, and online courses.
  • Provided emotional support to patients'' family members during critical incidents, strengthening overall trust in the healthcare team.
  • Managed patients recovering from medical or surgical procedures.
  • Communicated with healthcare team members to plan, implement and enhance treatment strategies.
  • Educated family members and caregivers on patient care instructions.
  • Monitored patient reactions after administering medications and IV therapies.
  • Documented treatments delivered, medications and IVs administered, discharge instructions, and follow-up care.
  • Explained course of care and medication side effects to patients and caregivers in easy-to-understand terms.
  • Offered exceptional care and support to individuals recovering from acute incidents and dealing with chronic conditions.
  • Promoted patient and family comfort during challenging recoveries to enhance healing and eliminate non-compliance problems.
  • Provided skilled, timely and level-headed emergency response to critically-ill patients.
  • Implemented care plans for patient treatment after assessing physician medical regimens.

Education

Associate of Science - Nursing

Prince William County School of Nursing
Manassas, VA
05-1985

High School Diploma -

Woodbridge Senior High School
Woodbridge, VA
06-1982

Skills

  • Friendly, positive attitude
  • Teamwork and collaboration
  • Customer service
  • Problem-solving
  • Time management
  • Attention to detail
  • Flexible and adaptable
  • Dependable and responsible
  • Multitasking
  • Multitasking Abilities
  • Excellent communication
  • Critical thinking
  • Computer skills
  • Organizational skills
  • Decision-making
  • Problem resolution
  • Verbal communication

Timeline

Associate, Dedicated Service II

Quest Diagnostics
01.2025 - Current

DSA Supervisor

Quest Diagnostics
01.2016 - 12.2024

Supervisor of Dedicated Reps

Quest Diagnostics
01.2004 - 12.2015

Technical Support Supervisor

Quest Diagnostics
01.2000 - 12.2003

Customer Service Representative, Senior

Quest Diagnostics
04.1998 - 12.1999

Customer Service Representative

Laboratory Corporation of America
11.1988 - 04.1998

Nurse

Mary Washington Hospital
10.1985 - 10.1988

Associate of Science - Nursing

Prince William County School of Nursing

High School Diploma -

Woodbridge Senior High School

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Shannon Mitchell