Manager Customer Service
Resume:
Jessica G Holmes
Litchfiled Park, AZ
*********@*******.***
Education
California State University, Sacramento College Major/Minor: Biology/Psychology Units Completed: 168.50
www.csus.edu Degree Received: Bachelor of Science 08/1998 - 12/2002
Honors & Awards College of Mathematics and Natural Sciences Dean's List
Volunteer Experience Volunteer at the Orange Grove Adult School for the Disabled
Employment History
Antech Diagnostics National Histology Distribution Supervisor
3/2016-12/2016
Responsible for leading the day-to-day operations of the New York and California distribution departments
Oversee the various functional areas of distribution, ensuring optimal turnaround time is achieved, case distribution, and communicating priority changes
Provide hands-on support to departmental functions as required
Supervise staff, assigning work and evaluating results
Contribute to the development of operating policies and procedures
Coordinate East and West distribution to ensure all pathologists receives expected quota of cases in a timely manner
Adjust cases between East and West to achieve the best turnaround time
Review STAT completion time for East and West daily
Antech Diagnostics National Histology/Pathology Coordinator
07/15-3/2016
Function as a liaison between pathologists and Distribution in managing the case flow to accommodate the consolidated schedule and to create visibility to all areas of histology operation through managing a few daily reports
Manage the Anatomical pathology schedule
Work with distribution ( both east and west ) to make sure all the pathologists who are scheduled to work each day has received their expected quota and in a timely manner
Move cases East to West and Vice versa to achieve the best TAT, with approval from the head of Anatomic pathology
Review /Audit submission forms to make sure requested paths are receiving cases
Review STAT completion times for east and west –Daily ( expectation, last scan by 3:30 pm local time )
Monitor path emails and make sure they are being handled timely by histo lab and labc and “fix” any chronic issues
Review Daily pending lists to make sure they are being handled timely by histology staff and labc and “fix” any chronic issues that is causing pending
Review daily add-on log to make sure they are being handled timely by histology staff and labc and “fix” any chronic issues causing delays with add-on requests
Monitor the IHC TAT report and contact MSU when there are delays
Review STAT TAT, Regular Biopsy TAT, Any additional processing /fixing/Decal TAT
Review Special Stain and recut pending to make sure there are no delay
Antech Diagnostics Histology Lab Coordinator/Distribution Head/Lead
04/2006-07/2015
• Perform administrative and technical duties related to the processing and distribution of histology cases.
• Make direct recommendations to the histology manager to improve all aspects of processing cases in a timely and
Accurate manner.
• Provide Consulting Services to sales representatives, client services, satellite laboratories, and customers relating to
proper handling of biopsy specimens and problem cases.
• Developed and implemented a tracking system for all lost and improperly handled specimens.
• Produce documents that are concise, crisp, and conclusive.
• Communicate performance expectations, track employee performance, and evaluate employee performance.
• Effectively document corrective and adverse actions
• Ability to: Analyze data and situations, effectively identify and solve problems, reason logically.
• Effectively gather, interpret and evaluate information to determine its accuracy and relevance.
• Research, develop and recommend procedures to ensure the proper handling of biopsy specimens.
• Plan and schedule workload to ensure timely and effective solutions and insure deadlines are met.
• Provide customer service by resolving problem cases and mishandled specimens
• Develop and maintain spreadsheets tracking department productivity and error reports.
• Liaison to the Department Manager, Medical Director, Pathologists, sales team, client services, and clients.
• Knowledge of diagnostic laboratory protocol and procedures, medical terminology and how to apply them.
• Experienced in problem solving, customer care and communication.
• Task force team member and participant in weekly meeting with other leads and management.
• Possess creative thinking and problem solving skills
• Use numeric information effectively to prepare reports
Antech Diagnostics Lab Coordinator
02/2005 - 04/2006
• Act as the main contact person on problem cases for a national Veterinary diagnostic laboratory
• Liaison for the Irvine laboratory, Satellite laboratories, as well as outside Sales Representatives.
• Analyzed and identified potential problems regarding lost specimens
• Possess extensive understanding of the laboratories daily procedures and protocols.
• Responsible for proactively handling problem cases
• Effectively manage and monitor each department to insure tests are run in a timely manner
• Answer and investigate incoming calls and emails from Client Services and Sales Representatives regarding pending
tests, problems, and STAT cases.
Antech Diagnostics Client Services Representative
08/2004 - 02/2005
• Client Services Representative for national diagnostic Veterinary laboratory.
• Answer a high volume of incoming calls from Veterinarians and technicians regarding questions about lab testing, supplies,
specimen submissions, prices, and pending tests.
Jessica G Holmes
Douglas Boulevard Veterinary Clinic Receptionist
02/2003 - 12/2003
•Client liaison for 5 doctor hospital, which included a Board Certified Dermatologist and Acupuncture specialist.
Prepare and explain prescriptions. Administor medications and vaccinations.
•Responsible for obtaining medical records
•Schedule appointments, surgeries, and specialist
•Perform data entry work and front office inventory
Tenant Guarantors Application Screener
07/1997 - 08/2002
• Screen prospective tenants for residential and commercial property owners.
Loomis Basin Veterinary Hospital Receptionist
07/1995 - 04/1997
• Receptionist in a large 10 veterinarian facility
• Schedule appointments
• Maintain medical records
• Manage business operations of 24-hour general and emergency veterinary hospital.
Colina Veterinary Hospital Animal technician/Evening shift manager/Receptionist
02/1991 - 06/1995
• Evening shift manager and veterinary assistant in 24-hour emergency veterinary hospital
• Perform and assist in surgeries procedures.
• Prepare and administer patient treatments. Explain procedures and medications to pet owners at time of discharge.
• Expose and develop x-rays.
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