Customer Service Technician

LANA P. SORRELL

**** ********** ***** ~ Willow Spring, North Carolina 27592

Home: 919-***-**** ~ Cell: 919-***-**** ~ ********@**.**.***

QUALIFICATIONS PROFILE

Accomplished business professional with solid and progressive experience in various areas of international business,

accounting, finance, budget management, payroll and process improvement. Comprehensive background in the

healthcare industry. Adept in streamlining financial processes, enhancing productivity levels, and implementing

technology solutions. Exceptional leadership talents relating to team initiatives.

CORE COMPETENCIES

• • •

Financial Management Cash Management Accounting

• • •

International Business Budget Management Financial Reporting

• • •

Healthcare Administration Team Leadership P&L Management

• • •

Corporate Training Mentoring & Coaching Clinical Services

PROFESSIONAL BACKGROUND

WAKE MEDICAL CENTER (2010 – Present)

MILLENNIUM LABORATORY (2009 – 2010)

Clinical Services Technician / Phlebotomist

Managed all aspects of clinical responsibilities including phlebotomy. Assembled equipment including tourniquet, needles,

disposable containers for needles, blood collection devices, gauze, cotton, and alcohol on work tray in compliance with

requirements for specified tests or procedures.

• Participated in healthcare administration activities and ensured the integrity of patient data.

EMS DEPARTMENT, WAKE TECHNICAL COMMUNITY COLLEGE (2008 – Present)

Adjunct Faculty

Handled all aspects of classroom management, curriculum implementation, and lesson planning for diverse courses.

• Identified students’ cognitive, affective, and psychomotor skills necessary to function as an Emergency Medical

Technician.

AMERICAN RED CROSS (2010)

Collections Specialist I

Led efforts to conduct health history interviews, determine donor eligibility, and provide donor care during the collection of safe

blood units.

• Delivered superior level of customer service and effectively managed public relations to promote a positive image of the

American Red Cross Biomedical Services.

• Handled job responsibilities in compliance with standard operating procedures, safety, quality, identity, potency, and

purity (SQuIPP) regulations outlined in the Code of Federal Regulations (CFR), Occupational Safety and Health

Administration (OSHA), and other federal, state, and local regulations.

GARNER EMS & RESCUE SQUAD, INC. (1991 – 2009)

Administrative Operations Director

Directed all aspects of administrative management, budget and forecast management, financial reporting, financial analysis,

investments and payroll. Processed quarterly motor fuels tax refund requests and semi-annual sales tax refund requests. Prepared

annual W-2 and 1099 filings. Provided high level of support in the annual budget preparation process to maximize revenues and

decrease expenditures. Reconciled revenue from sources including Medicare, Medicaid, private insurance, and direct patient

payments. Delivered pre-hospital care for the sick and injured on a volunteer basis including treating victims of emergencies and

providing basic and advanced life support care through certifications as an Emergency Medical Technician.

LANA P. SORRELL

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• Ensured the accuracy and integrity of all financial data.

• Streamlined financial processes and enhanced operational efficiency.

• Served as Treasurer for 16 years including cash management and financial investments

• Financial liaison between city and county government

• Handled human resources functions associated with benefits management, employee relations, employment law

compliance, training, and new employee orientation.

• Supervised and coached 80 employees in performing at optimal levels.

• Coordinated the transition to a new 401(k) plan.

• Developed a new performance evaluation system for use across all divisions.

• Created a new company-wide pay scale based on existing data combined with information gathered from an extensive

salary study.

TELAMON CORPORATION (2000 – 2006)

ESL Facilitator

Spearheaded instruction efforts involving ESL to non-English speaking migrant farm-workers. Assessed students’ needs and

wants. Created lesson plans and implemented curriculum.

• Provided high level of support to students concerning information and referral services.

• Counseled and recommended advanced students for further training and employment.

Early Career:

Business Manager, Community Newspaper Holdings, Inc. (1998 – 2001)

Accountant, Laser Image Corporate Publishing (1997 – 1998)

President, AAA Rent All Company (1989 – 1997)

Audit Para-Professional, Price Waterhouse (1994)

Office Manager, Martin Marietta Aggregates (1986 – 1990)

EDUCATION & CREDENTIALS

Certified Phlebotomy Technician, American Society of Phlebotomy Technicians, Hickory, NC (2010)

Level I Instructor, EMT-Basic, Wake Technical Community College, Raleigh, NC (2009)

Emergency Medical Technician Re-Certification, Wake Technical Community College, Raleigh, NC (2008)

Bachelor of Science, International Business with Minor in Spanish, Meredith College, Raleigh, NC (2002)

Associate of Applied Science, Accounting, Wake Technical Community College, Raleigh, NC (1992)

Emergency Medical Technician, Intermediate, Wake Technical Community College, Raleigh, NC (1986)

Computer Operations, Wake Technical Community College, Raleigh, NC (1986)

Emergency Medical Technician, Wake Technical Community College, Raleigh, NC (1984)

TECHNICAL SKILLS

ADP, QuickBooks, MS Office, Corel WordPerfect, Adobe Acrobat, Quicken Personal, Turbo Tax Deluxe, Paper Port

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