Customer Service Quality Assurance

Wendy A. Doles

**** **** ***** *****

Oak Ridge, NC 27310

336-***-**** 336-***-**** cell

******@*****.**.***

Skills Summary:

. Maintain integrity and credibility by adhering to high ethical

standards.

. Work efficiently and enthusiastically to exceed expectations of

employer and clients.

. Employ strong interpersonal and communication skills in diverse public

and professional settings.

. Produce exceptional outcomes through problem solving and attention to

detail.

Professional Experience: Phlebotomy: six years of experience, current

CPT pending.

Boy Scouts of America

Greensboro, NC

Sales Associate, Old North State Scout Shop

8/13- 3/14

. Answering phone, record-keeping, special orders, inventory, stocking

of merchandise; cashiering.

Hartford Hospital

Hartford, CT

Consultant, LifeChoice Donor Services

2001-2002

Grew Organ and Tissue Donation Awareness throughout Greater Hartford

Hospital area through development and launch of multi-media donor

awareness campaign.

. Planned and conducted guest speaker programs; educating hospital

personnel.

. Developed and lead presentations providing training for hospital

physicians, nurses, and operating room staff defining their role in

the donation process.

. Guest presented at schools and seminars; educating both students

and community about donation.

. Established design and key placement of donor awareness signs

throughout the community, increasing target group interest.

LifeChoice Donor Services

Hartford, CT

Organ and Tissue Preservation Technologist / Certified Tissue Bank

Specialist 1994-2002

Provided on-site organ and tissue procurement services and tissue banking

resources to twenty-six hospitals in Connecticut and Massachusetts.

. Collaborated with transplant surgeons facilitating sterile organ

recovery, preservation, and allocation.

. Preserved, placed and delivered human organs for transplantation,

including utilization of renal pulsatile perfusion.

o Responsible for mixing reagents for flushing of abdominal and

cardiac organs.

o Charged with perfusing organs with preservation solution at

crucial moments; measuring, documenting, packaging and

allocating human organs for transport and transplant.

o Accountable for maintaining optimal viability conditions of

kidneys sustained on renal pulsatile perfusion system.

Responsible for trouble-shooting machinery and documenting

kidney performance.

. Partnered with Hartford Hospital Tissue Bank as a Certified Tissue

Bank Specialist.

o Provided quality assurance for surgical recovery

instrumentation and bio-products: vascular, cardiac, and bone

tissue allografts.

o Handled purchase, sale, and tracking of allografts;

maintained inventory of tissue bank.

. Performed sterile surgical recovery of donor tissues for

transplant. As team leader, trained per diem staff in sterile

technique and surgical recovery procedures.

. Recorded information and produced reports through use of Microsoft

Access, Word, Excel, and PowerPoint.

University of Akron

Akron, Ohio

Research Associate

1993-1994

Assisted in post-doctoral hypertension research. Responsible for:

. Frozen rat brain sectioning by cryostat microtome, followed by

frozen micro-punching and radioimmunoassay.

. Performed paraffin embedding and histological sectioning, staining

and scoring.

. Performed animal surgery and autopsy; organ dissection, collection,

and preservation. Recorded and reported methods and results

directly to supervising PhD.

Akron General Medical Center

Akron, Ohio

Laboratory Technician

1989-1994

. Practiced phlebotomy in all areas of 500-bed hospital and

outpatient clinic.

. Obtained specimens via capillary and venipuncture on adults,

children and infants.

. Ordered tests, labelled and transported specimens; reported

results.

. Collected timed specimens and responded to STAT calls on all

floors.

Education

Kent State University, Honors College

Kent, Ohio

Honors College Scholarship Recipient

1988-1992

Bachelor of Science in Biology, Magna Cum Laude

. G.P.A. 3.76

. Phi Beta Kappa

. Golden Key National Honor Society

. Dean's List Four Years

Completed Individual Honors Study assisting with post-doctoral

research exploring mechanism of maternal/fetal transfer of

photoperiodic information. Sectioned hamster brains on cryostat

microtome at intervals post a-MPT injection. Identified four key

nuclei for homogenization and frozen micro-punching for RIA and

HPLC analysis.

Continuing Education

. Healthcare Provider CPR and AED Certification, American Heart

Association Current

. HIPAA Awareness for Business Associates, HIPAATraing.com

Current

. Anatomy and Physiology Course, Forsyth Technical Community College

2012

. Tissue Bank Specialist Certification, American Association of

Tissue Banks 1996, 2000

. Tissue Recovery Course, Musculoskeletal Transplant Foundation

1998, 1999

Language

. English: Speak and write fluently. ( American Sign Language:

Semi-proficient.

Affiliations

. Troop Committee Chairman, Old North State Council, Troop 122

2012-Present

. 1st Kub High-Red Belt Rank, Flex Tae Kwon Do, Greensboro

2010-Present

. Pack Committee Chairman, Old North State Council, Pack 122

2007-2012

. Cubmaster, Old North State Council, Pack 122

2005-2007

. Head Basketball Coach, Oak Ridge Youth Association, 7-8 yr. League

2004-2006

. American Sign Language Courses, BYU University, American School for

Deaf 1999- 2000[pic][pic]

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