Customer Service Home Health

MARQUITA T. BROADWAY

* ****** **** **, *** M Cockeysville, Maryland 21030

410-***-**** *-********@*******.***

PROFILE SUMMARY

Highly motivated, results-driven professional with experience in increasing productivity, enhancing customer service, and training employees to meet goals and objectives. Able to seamlessly multi-task long and short-term priorities to generate quality results. Skilled in meeting project deadlines within fast-paced, time sensitive environments. Areas of strength:

Business Communications

Outstanding Interpersonal Skills

Quality Assurance & Control

Process Improvement

Team Training & Supervision

MS Word/Excel/PowerPoint

Problem Resolution

Customer Satisfaction

Data Analysis

EDUCATION AND CERTIFICATIONS

Bachelor of Science in Biology (Graduation Date: May 2007)

Morgan State University, Baltimore, MD

Six Sigma Black Belt Certification (Completion Date: July 2014)

PROFESSIONAL EXPERIENCE

LAB SUPPORT (McCormick) Hunt Valley, MD Sept 2014 to Present

Laboratory Tech

Responsible for microbiological media and reagent preparation, sample set up and compositing. Assisted in performing microbiological testing including aseptic plating and transfers. Performed environmental monitoring and testing of water. Sampled raw materials as needed. Packaged and sent samples to contract laboratories. Also responsible for laboratory organization, recording daily metrics, calibrations, cleaning and maintenance of lab equipment. Maintained inventory of lab supplies and assisted in re-ordering as necessary. Also maintained cleanliness of washroom area, including glass washing, autoclave, and waste areas. Fulfilled safety requirements and identified and mitigated risk for Lab and ensure compliance to safety.

Maintained high standards of production through Quality Assurance and Control.

Upheld all departmental policies and procedures, balanced priorities, and produced quality

results.

BAYADA HOME HEALTH Towson, MD Feb 2013 to Mar 2014

Client Services Manger Trainee

Responsible for supervising, testing, and orienting clinical staff (nurses, therapist, home health aides). Developed office procedures to ensure efficient and timely operations. Responsible for managing and submitting weekly payroll. Answered client inquires, took referrals, and scheduled home care services. Tracked and processed face-to-face and physician orders to ensure branch adhered to Medicare and state regulations. Performed administrative duties such as composing and typing complex correspondence, relaying confidential information, gathering and compiling information to develop reports, and maintaining departmental files. Responsible for managing and coordinating a variety of office projects, activities, reports, schedules, collection and management of data for projects and work in progress.

Developed strong and lasting relationships with referral sources, clients and staff for sustained office growth.

Facilitated local marketing and recruiting events to build a strong presence in the community.

Maintained a high level of performance through exceptional leadership skills, strong procedural knowledge, and outstanding communications.

JOHNS HOPKINS HOSPITAL Baltimore, MD Aug 2010 to June 2013

Surgical Pathology Department

Histo Prep Tech

Demonstrates proficiency in preparing specimens and reagents for processing, performing routine and special staining techniques, and labeling, filing, discarding, and maintaining records of slides and blocks. Reconcile labels with finished products and provide specimens for microscopic examination and diagnosis by the pathologist. Perform Quality Control procedures to maintain compliance with internal and external regulations.

Accommodated significant increase in production and recognized as “go to” person for all

questions and concerns.

Streamlined processes and increased efficiency by playing a key role in revamping the entire department.

Identified and resolved problems that adversely effected test performance and results.

Clinical Pathology Department Jul 2007 to Aug 2010

Laboratory Technician III

Maintained responsibility for computer accessioning, specimen processing and test set up, handling phone inquiries, and sending out referral tests. Also responsible for calibrating, maintaining, and troubleshooting laboratory equipment. Prepared microbiological growth media and other laboratory solutions to support microbiology laboratory testing. Maintained established levels of supplies and inventory.

Instrumental in resolving and reducing errors through consistent follow through and copious documentation.

Exceeded customer service call goals through timely response to all inquiries and issues.

QUEST DIAGNOSTICS Baltimore, MD Oct 2006 to Mar 2007

Specimen Management Department

Specimen Processor

Performed daily activities, including specimen accessioning, separation, requisition data entry, and delivery of specimens to specific laboratories for testing.

Consistently met deadlines by processing 50 requisitions an hour.

Maintained a high level of performance through exceptional organizational skills, strong procedural knowledge, and outstanding communications.

REFERENCES

Available Upon Request

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