Nicole Simmet
West Hills
Summary
Dynamic Regional Customer Solutions Manager with a proven track record at Quest Diagnostics, excelling in client retention and operational delivery. Expert in Lean Six Sigma methodologies, driving significant cost savings and enhancing KPIs. Adept at leading teams and fostering strategic account management, ensuring exceptional customer satisfaction and revenue growth.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Regional Customer Solutions Manager
Quest Diagnostics
West Hills
03.2019 - Current
- Lead a team of 13-20 Customer Solutions Specialists and Project Managers across the West Region to onboard new and upsell business, ensuring client satisfaction and retention.
- Manage operational delivery for strategic accounts, coordinating lab testing, IT (EMR), billing, phlebotomy, and logistics to ensure seamless startup.
- Oversee company-wide “At Risk” client process, collaborating with Commercial and Operations teams to save revenue-critical clients.
- Facilitate weekly leadership calls and maintain action items to drive communication and problem resolution.
- Lead Lean Six Sigma initiatives, achieving improved KPIs, cost savings, and client satisfaction.
- Mentor employees through company leadership networks.
- Earned “2021 Regional Inspirational Leadership Award” and top employee engagement rankings (2020-2022).
Senior Logistics Supervisor
Quest Diagnostics
Van Nuys
11.2013 - 03.2019
- Directed logistics for Southern California, supervising 62-130 employees across five locations.
- Managed STAT specimen pickups covering key regions, ensured contract compliance, and monitored KPI performance.
- Delivered quarterly operations reviews to senior leadership.
- Administered hiring, onboarding, and driver safety training (Smith System) for logistics teams.
- Negotiated and oversaw third-party vendor contracts and costs.
- Implemented operational efficiencies saving an average $117,750 annually.
Support Services Supervisor (3rd Shift)
LabCorp Inc. / Integrated Oncology
Irvine
04.2012 - 11.2013
- Managed night shift specimen accessioning, processing, case management, and logistics for 20,000+ specimens.
- Supervised 100-150 employees, maintained SOPs, and ensured timely specimen shipments.
- Conducted performance reviews and corrective actions to maintain quality.
Specimen Processing & Operations Supervisor
United WestLabs Inc. at West Hills Hospital
West Hills
04.2004 - 01.2012
- Managed all outpatient laboratory operations including 7 patient service centers and logistics.
- Supervised up to 120 employees, oversaw specimen accessioning and processing of 3,000+ daily specimens.
- Led hiring, onboarding, and training across the lab departments.
Supervisor, Medicare Billing & Certified Medical Coder
United WestLabs Inc. at West Hills Hospital
West Hills
04.2002 - 04.2004
- Managed billing and coding operations, supervised front office, and administered insurance documentation.
Education
LEAD Program - Lean, Engage, Achieve, Deliver
Women Unlimited, Inc.
01.2018
Associate Degree - Psychology
Moorpark College
01.2006
High School Diploma -
El Camino Real High School
01.2002
Skills
- Client retention and at-risk account management
- Operational delivery
- Leadership and team development
- Project and process management (Lean Six Sigma)
- Logistics and transportation operations
- Customer service excellence
- Laboratory operations and compliance
- Data analysis and KPI optimization
- Change management and continuous improvement
- Strategic account management
- Project management
- Customer onboarding
- Strategic planning
- Key accounts development and account management
- Business development
- Revenue growth
Certification
- Certified Smith System Driving Instructor
- Lean Six Sigma Process Improvement
- Project Management Fundamentals
Additional Information
- Extensive knowledge of medical lab operations, specimen collection, and transport regulations (DOT, FDA).
- Strong leadership, multitasking, and interpersonal skills; thrives in fast-paced environments.
- Committed, dependable, and patient/customer-focused professional.
Accomplishments
Inspirational Leader Award, 2021- nominated and awarded as top leader in the West Region for excellence in leadership and employee development.
Timeline
Regional Customer Solutions Manager
Quest Diagnostics
03.2019 - Current
Senior Logistics Supervisor
Quest Diagnostics
11.2013 - 03.2019
Support Services Supervisor (3rd Shift)
LabCorp Inc. / Integrated Oncology
04.2012 - 11.2013
Specimen Processing & Operations Supervisor
United WestLabs Inc. at West Hills Hospital
04.2004 - 01.2012
Supervisor, Medicare Billing & Certified Medical Coder
United WestLabs Inc. at West Hills Hospital
04.2002 - 04.2004
LEAD Program - Lean, Engage, Achieve, Deliver
Women Unlimited, Inc.
Associate Degree - Psychology
Moorpark College
High School Diploma -
El Camino Real High School