Customer Service Manager

LORETHA FAUSTIN

**** *** **** ***** ~ Smyrna, GA 30082

404-***-**** *********@*****.***

PHLEBOTOMIST

Astute, results-driven professional with ample experience providing client support. Strong ability to build productive relationships, resolve complex issues and accurately analyze information. Excellent customer service skill set consisting of listening attentively, using tact and diplomacy to find common ground, quality focus and product knowledge.

EDUCATION

DRAUGHONS COLLEGE, Atlanta, GA Phlebotomy, 1990

PROFESSIONAL EXPERIENCE

CSL PLASMA, Smyrna, Georgia 10/2015 – 08/2017

Phlebotomist

Performed Plasma collection, including donor set-up, donor monitoring and donor disconnect

Accompanied clients before their intake appointments – providing comfort and assistance.

Evaluated vein performance of the donor to identify possible problems;

Educated new donors on the use of therapeutic products made from donated plasma.

Maintained alertness to any reaction by donors and assists with reactions or notifies appropriate staff.

Used Personal Digital Assistant (PDA) to record incidents that occur during the pheresis process, such as machine alerts and alarms, volume variances and donor adverse events.

Provided guidance and technical training about processes and procedures to donor floor and other staff as required.

Performed calibrations and verifies that maintenance has been performed as outlined in SOPs

Supported center management by providing input into staff scheduling, and resolves minor donor relations and technical procedure issues.

LABCORP, Metro-Atlanta, GA 08/1991 – 06/2009

Phlebotomist (01/2007 – 06/2009)

Encompassed proficient venipuncture skills on infants, adolescents, toddlers and geriatrics.

Executed breathe and saliva alcohol testing

Utilized LCM and Cyber tools

Performed difficult draws (patients in intellectual disability facilities, senior facilities, drug rehabilitation centers, prisons and psychiatric facilities.)

Manager (12/2005 – 01/2007)

Assistant Manager (03/2003 – 12/2005)

Patient Service Technician/floater (08/1993 – 03/2003)

Stat Driver (08/1991 – 08/1993)

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