Debra Lea Geard
Brisbane,QLD
Summary
Dynamic Vaccines Manager at QML Pathology with a proven track record in enhancing customer satisfaction through effective communication and problem resolution. Skilled in team leadership and time management, I successfully improved service delivery and operational efficiency, fostering loyalty and repeat business while maintaining professionalism in high-stress situations.
Overview
40
40
years of professional experience
Work History
Vaccines Manager
QML Pathology
09.1995 - 09.2025
- Delivered exceptional customer support through effective communication and problem resolution.
- Managed high-volume inquiries, ensuring timely and accurate responses to customer needs.
- Trained new team members on best practices in customer service protocols and systems.
- Improved customer satisfaction ratings by implementing feedback mechanisms for service enhancements.
- Collaborated with cross-functional teams to streamline processes, reducing response times significantly.
- Analyzed customer feedback data to identify trends and drive improvements in service delivery.
- Led initiatives aimed at improving operational efficiency within the customer service department.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
Receptionist
QML Pathology
09.1992 - 09.1995
- Managed incoming calls and directed them to appropriate departments efficiently.
- Scheduled patient appointments, ensuring optimal use of resources and staff availability.
- Maintained accurate patient records in electronic filing systems, enhancing data retrieval speed.
- Assisted patients with inquiries, providing clear information about services and procedures.
Courier
QML Pathology
09.1985 - 1992
- Delivered medical specimens to laboratories, ensuring timely and accurate transport.
- Adhered to safety protocols while handling sensitive materials during transit.
- Maintained accurate records of deliveries and pickups for compliance purposes.
- Communicated effectively with laboratory staff to coordinate delivery schedules.
Skills
- Customer service
- Team leadership
- Time management
- Decision-making
Timeline
Vaccines Manager
QML Pathology
09.1995 - 09.2025
Receptionist
QML Pathology
09.1992 - 09.1995
Courier
QML Pathology
09.1985 - 1992