Rea Rina De Leon
Mississauga,Canada
Summary
Personable and dedicated Customer Support Specialist with 13 years experience in veterinary laboratory industry. Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
13
13
years of professional experience
Work History
Customer Support Specialist
Antech Diagnostics Lab
2011.08 - Current
- Proactively handle problem cases, including but not limited to, missing samples, delays and incorrect reporting
- Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations
- Answered 30+ inbound calls per day and directed to designated individuals or departments
- Answered customer laboratory testing questions and addressed concerns
- Answer calls and emails from Client Services, Sales Representatives, and Antech pathologists regarding issues, then investigate and respond to clients
- Manage Manifest accounts
- Monitor and proactively resolve issues on Add Log and department pending list
- Fax reports via automated and/or manual methods
- Process requests to add, cancel and/or recheck tests
- Verbally communicate test results over the phone when requested
- Locate and pull test request forms to verify information as requested by the client
- Effectively navigate through both Antrim and Atlas software systems
- Provide detailed inquiry notes within accessions
- Cultivate and maintain a well-rounded knowledge of the daily proceedings of the laboratory operations
- Possess strong problem solving skills, but is also able to effectively route issues to the proper personnel for resolution
- Performs other duties as assigned.
- Create weekly management reports for Supervisor’s meeting
- Occasionally assisted in laboratory processing during heartworm season & packing supply requests.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
Education
Bachelor of Science: Medical Technology -
Our Lady Of Fatima University
Medical Laboratory Technician -
National Academy Of Health And Business
Mississauga, ON05.2011
Skills
- Adaptive team player
- Problem-solving abilities
- Active listening
- Organizational strengths
- Veterinary laboratory operations knowledge
- Inbound and outbound calling
- Conflict resolution
- Customer relations
- Courteous demeanor
- Specimen handling protocols
- Sample checking
- Medical terminology knowledge
- Specimens collection and processing
- Data entry
Timeline
Customer Support Specialist
Antech Diagnostics Lab
2011.08 - Current
Bachelor of Science: Medical Technology -
Our Lady Of Fatima University
Medical Laboratory Technician -
National Academy Of Health And Business
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