Jamie Bartlett Email & Phone Number

Greensboro, Nc, Us

United States

Greensboro/Winston-Salem, North Carolina Area

Manages and directs customer solutions operations and drives improvements in the customer experience for both the SEN and SES sub-regions. Develops, implements, and reviews relevant processes, policies, and standard operating procedures. Responsible for service issue resolution, and case management for Commercial Sales representatives and others. Oversees client communications, and prospective monitoring of key or at-risk accounts and management reporting. Partners with all functional areas to establish relationships and problem-solving processes that are seamless to the customer. Streamlines internal processes to focus on more effective turnaround time for requests and resolutions, causing internal and external client satisfaction.

Greensboro/Winston-Salem, North Carolina Area

Responsible for supporting customers across the SEN, coordinating growth initiatives, implementing customer retention processes and strategies, and operationalizing customer requirements. Provides the bridge between Sales, Customers and the end-to-end clinical laboratory operations partners.Mitigating service-related losses of customer with a white glove approach to their lab partnership.Developed a high performing team with increased employee engagement and empowerment results.

Oversees the CSS and SSR operations team for the Greensboro lab with a focus on growth and retention for the Commercial Organization. Lead and adapted to change in a fast-paced environment through an acquisition, while implementing changes with policies and procedures. Worked to develop strategies for improvement that will create best practices for the team and better handling of client issues. Developed and coached employees for current role and future roles within Quest Diagnostics. Worked directly with Commercial leaders and representatives to ensure client satisfaction with problem resolution. Streamlined internal processes to focus on more effective turnaround time for requests and resolutions. Lead a team that is service focused to create the best client experience for our internal and external customers.

 Client relationship building via direct customer contact as well as Commercial Sales. Scheduling and conducting initial training sessions for key customers. Monitoring of strategic accounts to review client satisfaction, sales retention; based on review, format and execute risk/repair plan with functional teams to resolve any need or concern in a timely manner. Routine client visitation in coordination with commercial sales to ensure satisfaction with services and address concerns. Ensure compliance in accordance to company guidelines Manage other projects/responsibilities as assigned by manager.

Greensboro/Winston-Salem, North Carolina Area

Creating and foster long term relationships with the portfolio of assigned clients. Serves to understand the customer's demands, plan how to meet these demands, and generate sales for the company as a result. Maintaining client interactions in Salesforce.

Greensboro/Winston-Salem, North Carolina Area

Responsible for handling and assisting Sales and Service representatives with client issues and troubleshooting workflow to help and maintain client satisfaction. Creating, editing and maintaining all Salesforce training materials for the Sales and Service for Solstas Lab Partners. Serving as the Salesforce trainer for new and exciting Sales and Service team members.

Greensboro/Winston-Salem, North Carolina Area

Supervised the customer service call center for client and employee requests while preserving a standard excellence for customer care and service. This included training and coaching new and existing employees with client issues and career devolvement. Responsible for approval of all department employee’s time cards, the management of employee’s shift schedules and PTO requests. Creating and upholding department workflow for employees. Responsible for handling confidential employee records, annual reviews, counseling statements for attendance or work performance issues, screening and interviewing new department candidates. Assisted in developing and retaining the training materials and the creation of all new hire training plans. Served as a direct contact for Solstas clients whom needed special attention or requested a direct contact within the customer service department.

Greensboro/Winston-Salem, North Carolina Area

Trained all new hires in the call center with lab materials, department standards, customer service, and phone etiquette to ensure their potential success within the customer service department.Assisted in developing and retaining the training materials and the creation of all new hire training plans.

Greensboro/Winston-Salem, North Carolina Area

Responsible for handling in-bound client calls, lab specimen reviews and Stat calls. Maintaining a friendly and professional manner with clients at all times and meeting the department call threshold demands. Offering quick and accurate information to guarantee client satisfaction.

Maintaining a high level of service excellence with all banking customers. Responsible for opening and maintaining new and existing customer accounts. Growing and maintaining existing customer relationships with service and up sell opportunities for new banking products. Assisted in maintain the branch money supply and auditing bank tellers weekly.