JESSICA BROWN

*** ******* **.

Newport News, VA *3608

830-***-****

acp09b@r.postjobfree.com

Career Objectives

Well disciplined, adaptable, ambitious, career conscious person seeking a

position in a results-oriented company,where my acquired skills and education

can be utilizedtowards the continued growth and advancement in the helpingof

others succeed and excel.

Work History

IBEX GLOBAL, LLC, NEW BRAUNFELS, TX 78130 transfer to Hampton, VA

23666

Inbound Tech. / billing & sales Agent

Inbound Tech. Support Agent January 24, 2014 to current

Responsibilities:

• Carefully listen to and understand customer issues

• Probe and isolate issue causes

• Utilize available resources to identify appropriate solutions for customers

• Explain product features and benefits, answering questions and setting proper

expectations for customer inquiries

• Ensure customer satisfaction through effective call resolution

• Identify and escalate emerging product or customer dissatisfaction issues

Sale of Products for multiple contracted clients for the company.

West Corporation, San Antonio, Texas

In-Bound Call Center Representative for Insulet Co. Aug 19, 2013 - Oct 28,

2013

Responsible for processing various incoming phone calls for assigned clients and

programs in accordance with policies, procedures, quality standards, and federal

laws and regulations, while establishing a good working relationship with team

members and department contacts in order to maintain and continuously strive to

improve the level of overall service being provided for customers with their insulin

pumps and pods.

QUEST DIAGNOSTICS / Aerotek, San Antonio, Texas May 02,2011 - April

08,2013

PHLEBOTOMIST

Required to act as coach, mentor, instructor, and resource person for new

employees who had completed the required phlebotomy training program.

Processed specimens for various in-house labs for Dr.'s offices, private practices

and in hospital settings. Under the direction of the area supervisor ensured that

the daily activities of the Patient Service Center (PSC)/ Mobile/In-office

Phlebotomy (IOP) sites were completed accurately and on time. Maintained a

safe and professional environment for patients, clients, and employees,

performed with confidenceboth the forensic and clinical specimen collection and

processing duties following established practices and procedures. Under the

guidance of a team supervisor, directed daily activity and a PSC with one other

service representative.

Lamson Institute, SAN ANTONIO, Texas Oct. 01, 2011 - Dec 31, 2011

MEDICAL INSTRUCTOR

Taught students ages 18+, anatomy, physiology, medical terminology, ICD-9 and

coding, phlebotomy, writing, computers and data entry, biology, CPR, EKG's, and

basic phone ettiquette.

Clinical Pathology Laboratories Inc., NEW BRAUNFELS, Texas Nov 01, 2007

- Sep 12, 2011

Phlebotomist

Obtained specimens from patients with great care and efficiency either through

venipuncture, capillary, or port-ocaths being accessed for blood, or just to flush

port. Looked up test codes for specimens and ICD-9 codes for requisitions/orders

patients brought in for lab work. Verified codes for Medicare patients, packaged

and ordered supplies for four client offices plus the N.B. home office as needed.

Upheld compliance codes and logs for inspections, performed INR testing for in-

house patients as instructed by manager, and accessioned and packaged

requisitions' with specimens to be sent out to headquarters in Austin Tx. daily.

McKenna Memorial Hospital, NEW BRAUNFELS, Texas Feb 01, 2005 - Nov

30, 2007

Phlebotomist

Under little or no supervision, performed blood specimen collection by

venipuncture and / or micro techniques from adult, teen and pediatrics with

proficiency, handled bodily fluids, complied with sample logging and distribution

for related tests and / or procedures. Processed specimens utilizing knowledge of

laboratory computer and processes, hospital policies and interdepartmental

functions that included answering the phone, assisting in-patients and

outpatients, and other duties as assigned by the supervisor. Trained new-hires,

and students as needed on my shift in the safe prodedures and collection of

samples from patients with the proper processes.

New Braunfels Kidney & Dialysis Center, New Braunfels, Texas

Dialysis Technician / Phlebotomist Aug 01, 2004 - Feb 28, 2005

Prepared dialysis machines for 6 to 12 individual patients' treatments and baths,

administered local anesthetic injections, obtained vitals and weights on scales for

standing and wheelchair bound patients, performed needle insertions to fistulas

and grafts for treatment of patients in two shifts. Provided CPR and first aide per

person as needed depending on individuals adverse reactions to treatments.

South Texas Blood & Tissue Cen, San Antonio, Texas

Phlebotomist Aug 31, 2003 - Aug 31, 2004

Collect blood from donors for blood bank donations after a vigorous interview and

pre-testing qualifications, then provide post donation care if patients had qualified

to donate.

COLONIAL MANOR NURSING HOME, NEW BRAUNFELS, Texas

CERTIFIED NURSES AIDE Aug 01, 1991 - Aug 31, 2003

In a rehabilitation facility, gathered vitals for patients, charted in each individuals

log their daily accounts, collected all specimens for labroatories, assisted with

transfers, served food at mealtimes, helped as needed with patients retiring at

the end of the day.

CHECKS-IN-THE MAIL / WILLSTAFF, New Braunfels, Texas

In-Bound Sales Representative Sep 01, 2000 - Jan 31, 2001

Process orders for clients over the phone via paypal, credit card, or bank

transactions, to re-order checks and other items listed on flyers and catalogs they

had received with varying specials and numerous discount codes.

Smith Security, San Antonio, Texas

Security Guard May 15, 2000 - Aug 28, 2000

Maintained secure environment with documentation for employees in an

industrial building by observation of monitors, and walking around the grounds

hourly.

Tex Best Travel Center, New Braunfels, Texas

Clerk Feb 08, 2000 - May 10, 2000

Gas sales clerk, Maintenance, Grill Cook, Stocker/Inventory Specialist, Diesel

Sales clerk.

Wal-Mart Distribution, NEW BRAUNFELS, Texas

Warehouse Worker May 06, 1998 - Feb 15, 2000

Forklift driver, loader/wrapper, orderfiller-breakpack, breakpack PUT, orderfiller

conveyable/NON-conveyable, PE driver/hauler, unloader, processor.

River Gardens MHMR Facility, NEW BRAUNFELS, Texas

Direct Care Staff Nov 12, 1997 - Apr 05, 1998

Cared for residents of an MHMR facility daily, and assisted them with care for

everyday living in a public, and home environment while implementing set rules

and protocols.

Education

Career Point Institute, San Antonio, Texas

1 year college, technical or vocational school

Major: Medical Assistant

Minor: Phlebotomy Technician

GPA: 3.69

Canyon High School, New Braunfels, Texas

High School Diploma/GED

Major: General Studies

GPA: 3.6

Occupational License or Certification

Certified Nurse aide Certification

Texas Department Of Human Services, New Braunfels, Texas

Medical Assistant Certification

National Center for Competency Testing

Phlebotomy Technician Certification

National Center for Competency Testing

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