Customer Service Sales

Angela Ormand

**** ******** ***** ***., ***** SC 29651

(T) 864-***-****

(E) ********@*****.***

Profile

ACCOMPLISHMENTS AND AFFILIATIONS :

While working for Instrumentation Laboratory I have been awarded the opportunity to be

able to serve the medical community by supplying not only a Technical expertise in

Hemostasis but also advancing sales for Laboratory equipment and specialty assays.

In my career at Instrumentation Laboratory I was awarded the Presidents Club award for

2012 and 2013.

These awards are for meeting company monetary and administrative goals for the year.

In 2013 I was the Technical expert to aid in the sale of equipment and reagents to Emory

University Hospitals, Athens Regional and WellStar Health systems in Atlanta, GA.

Since coming to work for Beckman Coulter I have excelled in each position I have been

afforded the opportunity to perform. The first two years in the Reagent Sales position I

achieved the highest quota for Routine and Specialty IL Hemostasis reagent sales in the

United States. This awarded me Inner Circle recognition. My focus on complete customer

satisfaction is shown by me achieving a 4.7 out of 5.0 for Service 800 scores. I

participated in a competitive evaluation of the TOP 700 instrument. I tested and

compiled data for a number of IL Hemostasis specialty assays. I then presented the data

in statistical format to the Pathologist, Dr. Friedman, and a technical panel.

This resulted in a successful placing of an ACL TOP 700 and IL Hemostasis specialty

reagents at the Blood Centers of Wisconsin.

Skills

• Strong presentation skills • Proficient in Word,

• Customer Centric Excel, Power point,

• Team player Adobe and statistical

• Background: Medical Technology specializing analysis program EP

•

in Hemostasis Evaluator

• Excellent troubleshooting skills, • Self motivated, easily

instrumentation, reagents and Laboratory LIS works independant

interfacing.

Accomplishments

Testing, Evaluation and Analysis:

• Coordinated data analysis and provided recommendations based on test results.

Statistical Analysis

• Performed data collection and statistical analysis that resulted in sound

recommendations that were adopted by the Laboratories Hemostasis

department.

• Tested equipment to ensure compliance.

• Analyzed data and provided recommendations which resulted in adoption of

new cost-saving Hemostasis testing.

Presentations

• Created presentation materials for sales, customer relations and management

purposes.

Customer Service

• Investigated customer or public complaints to ensure problem resolution and

customer satisfaction.

• Test/Measurement Equipment

• Expert proficiency is using IL ACL products

• Problem Resolution

• Collaborated with IL research and development to acquire data and resolve

product/process issues regarding Fibrinogen testing and patients with Direct

Thrombin Inhibitors.

• In 2011 I was awarded one "Cause for Applause" by being recommended by

Brian Darby, FSE, in solving a Factor VIII issue at Camp Lejune.

• In 2004 I was awarded the GEM service award 3 times for providing excellent

customer service in the Hemostasis Department of bioMerieux.

Professional Experience

7/2011-current Instrumentation Laboratory, Werfen Bedford, MA

Technical Sales Representative

• Perform installations of all instrument products.

• Installation includes validation studies to comply with hospital and

government regulatory bodies.

• Evaluate validation studies by using EP evaluator for statistical validity.

• Provide customer with all required documentation of validation

testing.

• Ensure that communication with instruments and Laboratory

Information System is set up and working to customer’s satisfaction.

• Follow up with customer at approved date after instrument(s) have

been installed to ensure customer satisfaction.

• Provide customers with continuing education in Hemostasis and new

products that are being released to increase company revenue.

• On going support for specific customer as a point person to increase

customer satisfaction.

• Provided new employee mentoring.

11/2010 - 2011 Beckman Coulter, Inc Danaher Brea, CA

NATIONAL HEMOSTASIS APPLICATIONS SPECIALIST

• Perform installations of all ACL instrument products.

• Installation includes setting up and validating all testing to be performed

at facility according to each instruments approved Standard of Work

procedure.

• The Standard of Work procedures include but are not limited to,

Calibrations, setting up reflex rules, precision, accuracy, Heparin

Therapeutic range, Fibrinogen Linearity, Normal Reference Ranges, INR

Validation, Factor Sensitivities.

• Document installation process on a daily basis in assigned Task for

each instrument.

• Update Build To Install database at required intervals until customer go

live date.

• Discuss acquired data with customer.

• If needed discuss a follow up plan.

• Compile and evaluate installation data using approved EP evaluator version.

• Provide customer with all required documentation of validation

testing in binder form from FedEx.

• Follow up with customer at approved date after go live to ensure

customer satisfaction.

• Provide customers with continuing education in Hemostasis, clot curve

analysis and additional esoteric testing.

• On going support as a point person for specific customers for increased

customer satisfaction.

Beckman Coulter, Inc Brea, CA

FIELD PRODUCT SPECIALIST

• Perform presentations and instrument evaluations to promote the sale of the

ACL Hemostasis and Coulter Hematology product line including

instrumentation and reagents.

• Aid and educate customers on expanding their testing capabilities to include

specialty assays and increase their efficiency.

• Present data acquired during instrument evaluations to highlight the

instruments capabilities for both Hemostasis and Hematology. This could

include all levels of decision makers at the facility.

10/2005 - 01/2007 Beckman Coulter, Inc Brea, CA

REAGENT SALES SPECILIST

• Perform presentations and instrument evaluations to promote the sale of the

ACL product line including instrumentation and reagents.

• Aid and educate customers on expanding their testing capabilities to include

specialty assays.

• Continue an ongoing close relationship with our customers to increase their

education and understanding of Hemostasis testing and Clot curve capabilities.

• Work with Capital Equipment Sales personnel to increase their understanding of

ACL reagent product line so they will be able to suggest appropriate and efficient

instrument and reagent combinations.

• Present applicable subjects for a variety of trade shows such as CLE in San

Diego, CA.

• Met and surpassed all assigned quotas for routine and specialty IL Hemostasis

reagent sales.

10/2001 – 10/2005 bioMerieux, Inc Durham, NC

Hemostasis Applications Specialist

• Troubleshoot instrumentation and reagents manufactured by bioMerieux.

• Instrumentation include: coagulation: MDA, MTX, MAX and XM,

Immunochemistry and ELFA: VIDAS and Mini-VIDAS.

• Troubleshooting includes phone support as well as on site customer support.

• Performed proficiency testing for routine and esoteric assays on

aforementioned coagulation analyzers.

• I attended and help support product representation at ASH in 2002, attended

and presented continuing education material at the Midwest Thrombosis and

Hemostasis workshop in Indianapolis 2004,2005.

• I am involved in customer training classes as well as updating and

implementing new training material.

Pharmanetics, Inc Raleigh, NC

11/1999 - 10/2001

TECHNICAL SERVICE REPRESENTATIVE

• Troubleshooting instruments and reagents manufactured by the company for

PT/aPTT/Heparin testing.

• Performed clinical trials work for new assay implementation at UNC Hospital.

• I was involved in method validation studies for a new heparin assay.

• I performed in house audits and was on the review board for concluding

complaint issues and product improvements.

• Performed proficiency sample testing for PT/aPTT assays.

Center For Family Medicine Greenville, S.C.

1/1999-2000

MEDICAL LABORATORY TECHNICIAN

• Performed venipuncture, lab testing for chemistry, hematology, coagulation,

and urinalysis.

• I am the contact person for other physician offices located in the building.

• I manage and organize the workload as well as make sure all test are charged

correctly and handle any problems that may arise.

• I also order and receive supplies on a weekly basis, monitoring inventory.

• In 11/99 I attended instrument training and implemented testing using the

Coag-A-Mate MTX coagulation instrument.

• I helped coordinate laboratory setup including method comparison and have

put in place the maintenance procedure for the MTX.

• I am in charge of medical resident training and nursing in-services.

• Perform calibrations and verifications on Coulter MAXM and Vitros 250.

• Perform urine microalbumins using the Micral Test strip method.

• I perform all maintenance, startup, QC, patient testing and troubleshooting on

the following instruments: Coulter MAXM, Vitros 250, Coag-A-Mate, Clinitek

200+, Surestep glucose meter.

10/1989 - 1/1999

Medical Center Clinics Greenville, S.C.

MEDICAL LABORATORY TECHNICIAN

• Worked in hematology, urinalysis, chemistry, coagulation and microbiology.

• I performed rapid strep tests, mono tests, rheumatoid arthritis test (these are

latex agglutination, except for the rapid strep).

• Performed glycosolated hemoglobin's on the DCA by Bayer, and pregnancy tests

(kit method).

• In 1991 I introduced and instructed the first year medical residents in the

laboratory.

• Also discussed the importance of accurate quality control and the need for

qualified laboratory personnel.

• I was sent to Bayer's Immuno I training November 1998.

• I was in charge of implementation, patient correlation, LIS interfacing, QC setup,

writing procedures and training of all other personnel on this instrument.

• Presented in-services to nursing personnel for point of care testing to aid in

Joint Commission Accreditation

Greenville Memorial Hospital Greenville, S.C.

6/1989 - 10/1989

MEDICAL LABORATORY TECHNICIAN

• Performed drug screens on TDX, and testing of other.

• therapeutic drugs.

• Also performed QC and maintenance.

12/1987 - 6/1989

Carolina Georgia Blood Center Greenville, S.C.

MEDICAL LABORATORY TECHNICIAN

• Making platelets, packed cells, glycerolizing and deglycerolizing autologus

units, testing units for Hepatitis B, increased ALT(SGPT) {screening fro

increased lipids}, syphilis and HIV.

• Performed blood typing, antibody screens and cross- matches for all units and a

dialysis center.

• Antigen typed units for patients with specific antibodies.

03/1987 - 12/1987

Greenville Memorial Hospital Greenville, S.C.

MEDICAL LABORATORY TECHNICIAN

• May of 1987 I began working as a technician: I worked in neonatal intensive

care unit and main lab.

• This included using many different instruments:

• Hematology- Coulter S+VI, Coagulation- Koagulab, MLA 900 and 1000, Fibrometer,

D-Dimers latex test), FDP (latex test), Urinalysis- Iris, Clinitek 200 and 200+,

manual microscopy’s and microscopy’s, Chemistry- Ektechem 500 and 700,

Toxicology- TDX, RAXT, Neonatal Unit- Coulter, Novastat, Ektachem.

10/1985 - 05/1986

Greenville Memorial Hospital BLOOD BANK Greenville, S.C.

Blood Bank Administrative Assistant

• I was in charge of clerical work including filing and.

• Matching donor cards with units used.

09/1984 - 03/1987

Greenville Memorial Hospital SPECIMEN CENTER Greenville, S.C.

Phlebotomist

• Performed venipuncture and capillary collection.

• Proficient in the use of bedside glucose machines.

• Coordinated and delegated work to other Phlebotomists.

• Accessioned lab specimens and delivered them to the appropriate

departments.

• Performed phlebotomy in pediatrics, intensive care unit, neonatal intensive

care and newborn nursery.

05/2012

CERTIFICATIONS

Medical Laboratory Technician ASCP

• American Society of Clinical Pathology 5/87 CPR 1991

Education and Training

1987

MEDICAL LABORATORY TECHNOLOGY SCIENCE

References and Professional Affiliations

Supplied upon request

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