Customer Service Management

Angela S. Walker

E-mail: **************@*****.***

*** ***** *****, *******, ** 30901

Cell: 706-***-****

OBJECTIVE:

Seeking to obtain a position as a Phlebotomist/Lab Technician in a challenging and professional environment where exceptional performance is rewarded with the opportunities for professional and personal growth.

Job-Related Skills

Experienced Phlebotomist, working in a diverse background in management and operational logistics; having a broad and wide knowledge of nursing services, customer service, facility compliance, and leadership skills. Proficient in Microsoft Windows and office software. Excellent ability to comply with all applicable standards, policies, and procedures including safety procedures. Trained to run chemistry and hematology tests.

Management/Supervision Skills

Excellent management, supervisory, interpersonal, and communication skills, allowing a concise, yet accurate transfer of thoughts and ideas. Able to interface with all levels of management and the community. Work well under pressure and able to accomplish tasks as required by established deadlines. Extensive practical experience, professional education and training in various areas of laboratory operations for testing of blood samples.

PROFESSIONAL HIGHLIGHTS

Lead- Patient Service Center 2007-Present Clinical Pathology Laboratories Augusta, Ga 30901

Process, classified, and inventoried items in accordance to company regulations and policies.

Coordinate the operations of one service center with 10 qualified Phlebotomist

Compile workload data to calculate Quality Assurance metrics

Review error reports and counsel employees in an effort to reduce discrepancies

Train new employees with updated information about procedural content

Revise policies and procedures that apply to the phlebotomy department

Travel to client’s offices to collect specimens as needed

Monitor CAP accreditation checklists for inspections

Assign specific duties when necessary and determine staffing requirements

Oversee day to day specimen collections and processing to deliver excellent services

Provides and maintains high level of customer support to ensure all urgent and critical requirements are accurately processed and expedited.

Phlebotomist June 2003-May 2007 Sheppard Community Blood Center Augusta, Ga

Performed venipunctures and skin punctures to obtain blood collection from the donor

Accurate and thorough documentation of necessary records

Performed phlebotomies and collected plasma from donor(s)

Promoted customer satisfaction through appropriate interaction and responsiveness to customer needs

Provided technical guidance to staff/processors and resolved problems in a timely manner

Assisted the Manager as needed (CAP Inspection, train on new software systems, keep records)

Phlebotomist January 2000-June 2003 Alpha Therapeutic Center North Augusta, SC

Lead and train new associates in processing department

Authorization and cancellation information results to clients

Assist in writing various operational procedures

Batch specimens to be sent to reference laboratories

Worked closely with referral testing department

Autoclave specimens and prepared bllod slides

Operate Olympus Aliquot instruments & Thin Prep instruments

PROFESSIONAL EDUCATION:

Phlebotomy Certificate- Tender Care Training School, Augusta, GA (2002)

Human Resource Management-Aiken Technical College, Aiken, SC (1997)

Semester hours attain:

CERTIFICATION/SKILLS:

First Aid, CPR, HIPPA, MER, Certified Phlebotomist

HIGH SCHOOL:

George P. Butler High School, Augusta, GA

Graduated: Diploma May 1987

REFERENCES: Available upon Request

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