Customer Service Quality Assurance

Sophia Guthrie

Email: ********@**********.***

Address:

City: Burlington

State: NC

Zip: 27217

Country: USA

Phone: 336-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Resourceful Medical L aboratory Technican with accredited training in clinical and laboratory procedures as well as 4 years honing medical administrative skills on-the-job.

Educational Background:

High School Dipolma from University of Massachusetts Amherst, Amherst MA 1/2001 to 11/2012 (Program Management)

High School Dipolma from Alamance Community College, Amherst MA 1/2001 to 11/2012

High School Dipolma from Averett University, Amherst MA 1/2001 to 11/2012

High School Dipolma from Coppin State University, Amherst MA 1/2001 to 11/2012

Job History / Details:

Career Overview

Resourceful Medical Laboratory Technican with accredited training in clinical and laboratory procedures as well as 4 years honing medical administrative skills on-the-job.

Areas of Expertise

Strong medical ethic

Strong clinical judgment

Problem resolution ability

Extensive medical terminology knowledge

Patient/family focused

Practiced in sterilization techniques

Alphabetical/numerical filing mastery

Meets/exceeds goals

Employee training and development

Executive presentation development

HIPAA compliance

Establishing goals and setting priorities

Inventory control

Sound judgment

Computer-savvy

Complex problem solving

OSHA regulatory compliance

Dependable independent worker

Solid independent worker

Strong organizational skills

Strong work ethic

Strong interpersonal skills

Deadline driven

Education

February 2013 University of Massachusetts Amherst Amherst, MA

Master of Public Health Program Management

3.5/4.0 GPA

July 2007 Alamance Community College Graham, NC

Associate of Applied Science Medical Laboratory Technology ASCP

Graduated with Honors

Member of Phi Theta Kappa International Honor Society of the Two-Year College

ASCP Scholarship Award Recipient

May 1998 Averett University Danville, VA

Bachelor of Science Biomedical Science

May 1995 Coppin State University Baltimore, MD

Bachelor of Science General Science: Biology

Who's Who Among Students in America, 1991

Ronald E. McNair Scholar, 1991-1992

Affiliations

The American Society for Clinical Pathology (ASCP) March 2008-Present

Medical Laboratory Technician - Certificate Maintenance Program

The American Public Health Association (APHA) September 2010-Present

Student Member

Public Health Education and Health Promotion Affiliate

Delta Sigma Theta Sorority, Incorporated April 1998-September 2000

Scholarship committee

Economic development committee

Voter Registration committee

Employment History

July 2008 to Current

Duke University Health System Durham, NC

Laboratory Technologist I (ASCP) CM

Worked in collaboration with phlebotomists, physicians and other healthcare team members.

Developed and maintained effective relationships through effective and timely communication.

Recorded patient histories and filed supporting clinical data.

Made sound and logical judgments regarding process changes.

Participate in on-going continuing education

Established and adjusted work procedures to meet production schedules.

Mastered the intricacies of the process flow within Chemistry, Hematology and Urinalysis.

Communicated effectively with operators and supervisors on a technical level.

Handled preventive and corrective maintenance to maintain proper equipment safety and functionality.

Evaluated procedures and results for accuracy and to determine appropriate next steps.

11/12/2012 12:00:00 AM

October 2007 to July 2008

VCU Health System Richmond, VA

Medical Laboratory Technician

Analyzed the chemical and hormonal contents of body fluids.

Provided technical guidance to internal and external customers.

Determined appropriate protocols for laboratory analysis.

Recognized instrumentation trends and shifts.

Handled preventive and corrective maintenance to maintain proper equipment safety and functionality.

Evaluated procedures and results for accuracy and to determine appropriate next steps.

Responded to and initiated proper corrections to process alarms.

September 2004 to January 2005

Manpower Professional Cary, NC

Lab Technician

Performed esoteric immunoassays extracting oxalate and citric acid.

Investigated and resolved specimen management issues.

Effective communication with internal and external customers. Observed strict confidentiality and safeguarded all patient-related information.

Maintained and enforced a safe and clean working environment at all times.

Recorded all operating data on daily work sheet from laboratory analysis and flow metering equipment.

Maintained correct temperature, levels and pressures on process systems and equipment.

September 2000 to July 2002

Medtox Diagnostics Burlington, NC

Quality Assurance Associate

Resolved customer complaints and concerns with strong verbal and negotiation skills.

Processed an average of 15 inbound and outbound technical support calls daily.

Researched issues on various computer systems and databases to resolve complaints and answer inquiries.

Displayed courtesy and strong interpersonal skills with all customer interactions.

Referred difficult issues to upper management while maintaining positive rapport with customer.

Informed customers about issue resolution progress.

Inspected finished products for quality and adherence to customer specifications.

Reported and consolidated medical device quality performance.

Developed and maintained strong and clear communication and rapport with plant personnel.

Reviewed inventory levels to determine product availability.

Implemented root cause and corrective actions to remove production constraints and improve product quality.

Developed deep understanding of regulatory requirements concerning quality, reporting standards, emergency notifications, FDA medical device approvals and inspections.

September 1998 to September 2000

Laboratory Corporation of America, Inc. Burlington, NC

Laboratory Technologist I

Actively maintained up-to-date knowledge of applicable state and Federal laws and regulations.

Observed strict confidentiality and safeguarded all patient-related information.

Received an Above and Beyond award in 1999 for excellent patient care and customer service.

Advocated for and strove to protect the health, safety and rights of the patient.

Maintained organized documentation and patient files.

Actively engaged in and supported department quality assurance programs, education and customer service programs.

Coordinated inventory and cost control programs.

Trained new employees and explained protocols clearly and efficiently.

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