ad2f6e@r.postjobfree.com 205-***-**** Birmingham, AL 35209

PROFESSIONAL SUMMARY

Knowledgeable and dedicated customer service professional with extensive experience in medical and customer industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer/patient satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results- oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Grasps company initiatives quickly as customer service specialist, achieving store and personal goals. Swiftly adapts to shifting seasonal needs, demands and priorities. Communicates trends and recommendations to customers, and provides feedback to management. Applies effective teamwork, customer and sales skills simultaneously. Always applies good judgment when performing duties.

WORK HISTORY

Kforce. Birmingham, AL

Customer Service Representative 04/2021 - Current Robert Half Office Team. Birmingham, AL

SKILLS

Provided primary customer support to internal and external customers in fast-paced environment.

●

Answered customer telephone calls promptly to avoid on-hold wait times.

●

Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.

●

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

●

Consulted with outside parties to resolve discrepancies and create effective solutions.

●

Answered constant flow of customer calls with up to 45 calls in queue per minute.

●

Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations.

●

Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.

●

Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.

●

Upbeat and Positive

Personality

●

● CRM Software

Upselling Products and

Services

●

Building Customer Trust and

Loyalty

●

● Customer Data Confidentiality

● De-escalation Techniques

● Creative Problem Solving

● Efficient and Detail-Oriented

Verbal and Written

Communication

●

Understanding Customer

Needs

●

● Multitasking and Prioritization

Issue and Complaint

Resolution

●

Calm and Professional Under

Pressure

●

Courteous with Strong Service

Mindset

●

Responding to Difficult

Customers

●

Administrative and Office

Support

●

Team-Oriented and

Cooperative

●

● Excellent Attention to Detail

● Time Management

Strong Analytical and Problem

Solving Skills

●

● Computer Proficiency

Establishing and Maintaining

Customer Relationships

●

Call Volume and Quality

Metrics

●

Cultural Awareness and

Sensitivity

●

● Inbound and Outbound Calling

● Patient and Empathetic

● Multi-Line Phone Systems

Lakeisha Hammonds

Customer Service Representative 08/2020 - 04/2021 Aerotek. Birmingham, AL

Laboratory Technician 01/2020 - 08/2020

EDUCATION

Provided primary customer support to internal and external customers in fast-paced environment.

●

Evaluated account and service histories to identify trends, using data to mitigate future issues.

●

● Regularly exceeded daily sales and product add-on quotas. Offered advice and assistance to customers, paying attention to special needs or wants.

●

Entered customer interaction details in Excel to track requests, document problems and record solutions offered.

●

Answered customer telephone calls promptly to avoid on-hold wait times.

●

Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.

●

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

●

Provided information to customers regarding Wells Fargo Claims charge card and loyalty program and helped to open and activate new accounts.

●

Consulted with outside parties to resolve discrepancies and create effective solutions.

●

Collected customer feedback and made process changes to exceed customer satisfaction goals 100%.

●

● Kept laboratory in compliance with all applicable guidelines and laws.

● Oversaw items in inventory and reordered before supplies diminished. Tracked collected specimens by initialing, dating and noting times of collection.

●

Located disease markers and outlined findings in thorough reports for clinicians.

●

Maintained strict aseptic fields when collecting biological samples, minimizing staff and patient infection risks.

●

Analyzed bodily fluids with laboratory equipment and detected anomalies related to diseased states or acute injuries.

●

Identified microorganisms present in Covid 19samples and cultivated strains to support clinical diagnostics.

●

Prepared samples for shipping and disposed of bodily fluids in proper containers.

●

Steered process development experiments in lab and supported scale up processes.

●

Processed patient specimens according to priority and documented results.

●

Executed corrective actions when test controls were outside specified limits.

●

Resolved unusual test orders by contacting physicians, nursing stations or reference laboratories.

●

Analyzed experiment and test results to validate adherence to standards and specifications.

●

● Set up, maintained and verified sterility of lab equipment and tools.

● Salesforce CRM

Proficiency in Microsoft Office

and G Suite

●

● Proactive Self-Starter

● Regulatory Compliance

● Wound Care

● Critical Thinking

● Appointment Scheduling

● Completing Insurance Forms

● Treatment Room Preparation

● Blood and Tissue Collection

● Pharmacy Relations

● Clear Communication

● Procedure Assistance

● Social Perceptiveness

● Cleaning and Organizing

Problem Anticipation and

Resolution

●

● Patient Relations

Clinical and Operational

Judgement

●

Multi-line Telephone System

Operation

●

● Updating Medical Records

● Supply Management

● Examination Preparation

● Routine Laboratory Testing

● Coordinating Drug Refills

● Diagnostic Testing

● Medication Administration

● Decision Making

Check-In and Check-Out

Procedures

●

● Operating EKG Equipment

● Mobility Assistance

Pulmonary Function

Measurement

●

● Quality Control

● Sanitizing and Cleaning

● HCPCS Training

● Centrifuge Operation

● Patient Chart Tracking

● Venipuncture Expertise

● Identifying Defects

Vitals Collection and

Documentation

●

● Disease Diagnosis

Managing Medical Laboratory

Equipment

●

● Flexibility and Adaptability

● Willingness to Learn

Brookwood Medical Center. Birmingham, AL

Lead Medical Assistant 05/2017 - 01/2020

Virginia College - Birmingham

Birmingham, AL

12/2006

Associate of Science: Medical

Assisting

Met operational targets consistently by guiding and motivating medical assistant team to effectively handling administrative and clinical needs.

●

Precepted newly hired medical assistants to train each on office procedures and important tasks.

●

Assisted with routine checks and diagnostic testing by collecting and processing specimens.

●

Directed patients to exam rooms, fielded questions and prepared for physician examinations.

●

Triaged incoming calls for provider to determine callers' likely needs, including immediate appointments or scheduled visits.

●

Audited samples and refrigerated medications to verify freshness and remove any expired packages.

●

Coordinated work of junior staff to keep team performance high and effectively handle needs of 45+ patients per day.

●

Enforced department policies and procedures to keep team operating effectively and delivering top-notch care.

●

Collected co-payments from patients for visits and completed daily cash deposits to secure funds.

●

Protected patients and staff from infection risks by routinely cleaning and disinfecting common areas and patient rooms.

●

Documented patient information in EMR and prepared paperwork for physician's.

●

Monitored office procedures to correct problems and implement proactive improvements for better patient flow.

●

Collaborated with medical and administrative personnel to maintain patient-focused, engaging and compassionate environment.

●

● Oriented and trained new staff on proper procedures and policies. Arranged surgeries with surgical center, confirming times with patients and preparing admission and consent forms.

●

Scheduled appointments, registered patients and distributed sample pharmaceuticals as prescribed.

●

● Compiled necessary documents for surgical billing packages.

● Scheduled and accompanied clients to medical appointments. Sanitized, restocked and organized exam rooms and medical equipment.

●

Prepared blood, urine, stool and sputum lab specimens for diagnostic evaluation.

●

● Gathered supplies needed for cardiac imaging procedures. Maintained detailed records of test results by entering data and patient information into computer.

●

Conducted monthly and quarterly inventory of supplies using facility cost reporting records.

●

● Documented all maintenance and repairs in timely fashion. Supported duties for diagnostic and technical treatment procedures, such as setting up and operating special medical equipment and apparatus.

●

● Identified test discrepancies.

Monitored patients' response to dialysis therapy and reported any unusual findings to nurse supervisor.

●

● Promoted office efficiency, coordinating charts, completing insurance forms and helping patients with diverse needs.

Implemented care and efficiency improvements to support and enhance office operations.

●

● Called and faxed pharmacies to submit prescriptions and refills. Educated patients by providing medication and diet information and clarifying physicians' orders, answering questions thoroughly.

●

● Submitted prescriptions to pharmacy via phone, fax or web. Communicated clearly and effectively with patients to verify information, determine purpose of visit and record medical history.

●

● Obtained all prescribed laboratory testing.

● Offered age-appropriate patient care before, during and after exams. Followed all appropriate procedures to minimize patient's exposure to radiation.

●

● Measured patient pulse oximetry.

● Made appointments in IDX.

Performed or scheduled preventive maintenance on equipment to promote longevity of use, troubleshooting technical issues and coordinating repairs.

●

● Moved transducer over specified area of body to produce images. Performed clerical duties, such as word processing, data entry, answering phones and filing.

●

● Assisted physicians in follow-through of care.

● Escorted patients to examination rooms.

Collected and documented patient medical information such as blood pressure and weight.

●

Conducted preliminary evaluations, including measuring weight, temperature and blood pressure, and documented results with accuracy.

●

Directed patients to examining rooms and coordinated transportation assistance as necessary.

●

Updated inventory, expiration and vaccine logs to maintain current tracking documentation.

●

Enhanced patient outcomes by providing knowledgeable education on procedures, medications and other physician instructions.

●

● Photographed images of organs shown on display module.

● Ordered and prepared reagents and supplies.

Taught patients about medications, procedures and care plan instructions.

●

Collected histories, vitals and current complaints via patient interviews.

●

● Attended required training, education and meetings. Obtained client medical history, including medication information, symptoms and allergies.

●

● Obtained pre- and post-treatment vital signs and weight. Prepared patients for X-rays, electrocardiograms, suture removal and dressing changes.

●

● Operated cardiac imaging and monitoring equipment. Completed clinical procedures and gathered patient data for interpretation by physician.

●

● Welcomed patients and inquired about wellbeing since last treatment. Verified appropriate lab couriers picked up collected lab specimens by checking paperwork.

●

● Documented vital signs and health history for 45 patients every hour. Quest Diagnostics. Birmingham, AL

Phlebotomist Technician 01/2013 - 05/2017

Explained procedures to patients to reduce anxieties and increase patient cooperation.

●

● Ambulated, turned and positioned patients.

● Conducted machine safety checks according to facility policy.

● Prepared initial patient charts for admission.

Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.

●

Collected all pertinent data and calculations to aid physician in interpreting results.

●

Report significant information and changes in patient condition to nurse supervisor.

●

Obtained accurate medical histories from patients, highlighting critical information.

●

● Participated in Continuous Quality Improvement (CQI) activities.

● Measured patient spirometry.

Prepared and administered medications to alleviate patient symptoms.

●

● Tested and recorded blood glucose levels.

Validated blood and specimen collection orders, alerting nurses or physicians of discrepancies between order and nursing station logs.

●

Collected blood samples using vacutainer tubes, tourniquets, syringes, butterfly needles, and straight needles.

●

Protected patients by following infection control, sharps disposal and biohazardous waste disposal procedures.

●

Drew blood from veins by vacuum tube, syringe or butterfly venipuncture methods.

●

Spoke with patient to gather information for lab records, reduce fear or anxiety and optimize cooperation.

●

● Organized daily work based on collection priority. Followed physician orders when administering therapeutic phlebotomy.

●

Determined donor eligibility by conducting screenings, interviewing prospective donors, and obtaining medical histories.

●

Performed bedside tests like bleeding time tests and entered results into patient charts.

●

Accurately labeled vacutainer tubes with patient name, date and time of collection.

●

● Stocked phlebotomy cart or carrier with appropriate supplies. Obtained blood specimens by performing venipunctures and finger sticks 65 times per day.

●

Resolved unusual test orders by contacting physicians, nursing stations or reference laboratories.

●

● Conducted venipuncture and other CT procedures.

Maintained exam rooms by ordering supplies, transporting specimens, washing and packing instruments and changing solutions.

●

Assembled tourniquets, needles and blood collection devices to prepare work trays.

●

Tracked collected specimens by initialing, dating and noting times of collection.

●

● Collected fluid or tissue samples by using appropriate collection UAB Medical West. Birmingham, AL

Lead Medical Support Assistant 03/2010 - 11/2013 procedures.

Assisted with office procedures by monitoring patient flow, performing telephone screening and maintaining sample drug lists.

●

Handled insurance verification to validate patient insurance information.

●

● Logged patient information and recorded results into system. Assisted with routine checks and diagnostic testing by collecting and processing specimens.

●

Directed patients to exam rooms, fielded questions and prepared for physician examinations.

●

● Oriented and trained new staff on proper procedures and policies. Performed clerical duties, such as word processing, data entry, answering phones and filing.

●

● Gathered supplies needed for cardiac imaging procedures.

● Documented all maintenance and repairs in timely fashion.

● Escorted patients to examination rooms.

Report significant information and changes in patient condition to nurse supervisor.

●

Taught patients about medications, procedures and care plan instructions.

●

● Welcomed patients and inquired about wellbeing since last treatment. Prepared and administered medications to alleviate patient symptoms.

●

● Submitted prescriptions to pharmacy via phone, fax or web.

● Scheduled and accompanied clients to medical appointments.

● Ambulated, turned and positioned patients.

● Ordered and prepared reagents and supplies.

Reported any unusual or urgent circumstances in patients' condition or environment immediately to Physician or Nurse.

●

Collected histories, vitals and current complaints via patient interviews.

●

Prepared patients for X-rays, electrocardiograms, suture removal and dressing changes.

●

Educated patients by providing medication and diet information and clarifying physicians' orders, answering questions thoroughly.

●

● Documented vital signs and health history for patients every day.

● Assisted physicians in follow-through of care.

● Photographed images of organs shown on display module.

● Obtained pre- and post-treatment vital signs and weight. Supported duties for diagnostic and technical treatment procedures, such as setting up and operating special medical equipment and apparatus.

●

● Operated cardiac imaging and monitoring equipment. Monitored patients' response to dialysis therapy and reported any unusual findings to nurse supervisor.

●

● Prepared initial patient charts for admission.

● Called and faxed pharmacies to submit prescriptions and refills. Performed or scheduled preventive maintenance on equipment to promote longevity of use, troubleshooting technical issues and coordinating repairs.

●

Collected all pertinent data and calculations to aid physician in interpreting results.

●

● Identified test discrepancies.

● Attended required training, education and meetings. Sanitized, restocked and organized exam rooms and medical equipment.

●

● Conducted machine safety checks according to facility policy. Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.

●

Directed patients to examining rooms and coordinated transportation assistance as necessary.

●

Verified appropriate lab couriers picked up collected lab specimens by checking paperwork.

●

Collected and documented patient medical information such as blood pressure and weight.

●

● Obtained all prescribed laboratory testing.

● Measured patient spirometry.

Completed clinical procedures and gathered patient data for interpretation by physician.

●

● Made appointments in IDX.

Conducted preliminary evaluations, including measuring weight, temperature and blood pressure, and documented results with accuracy.

●

Arranged surgeries with surgical center, confirming times with patients and preparing admission and consent forms.

●

Obtained accurate medical histories from patients, highlighting critical information.

●

Conducted monthly and quarterly inventory of supplies using facility cost reporting records.

●

● Tested and recorded blood glucose levels.

Scheduled appointments, registered patients and distributed sample pharmaceuticals as prescribed.

●

● Compiled necessary documents for surgical billing packages. Maintained detailed records of test results by entering data and patient information into computer.

●

● Moved transducer over specified area of body to produce images.

● Measured patient pulse oximetry.

Communicated clearly and effectively with patients to verify information, determine purpose of visit and record medical history.

●

Collaborated with medical and administrative personnel to maintain patient-focused, engaging and compassionate environment.

●

Obtained client medical history, including medication information, symptoms and allergies.

●

Explained procedures to patients to reduce anxieties and increase patient cooperation.

●

Enhanced patient outcomes by providing knowledgeable education on procedures, medications and other physician instructions.

●

Followed all appropriate procedures to minimize patient's exposure to radiation.

●

Implemented care and efficiency improvements to support and enhance office operations.

●

Promoted office efficiency, coordinating charts, completing insurance forms and helping patients with diverse needs.

●

American Family Care, Inc. Birmingham, AL

Laboratory Technician Assistant 12/2005 - 05/2010 Updated inventory, expiration and vaccine logs to maintain current tracking documentation.

●

● Offered age-appropriate patient care before, during and after exams. Prepared blood, urine, stool and sputum lab specimens for diagnostic evaluation.

●

● Monitored test accuracy using quality controls.

● Participated in Continuous Quality Improvement (CQI) activities. Tracked collected specimens by initialing, dating and noting times of collection.

●

● Oversaw items in inventory and reordered before supplies diminished. Prepared samples for shipping and disposed of bodily fluids in proper containers.

●

● Recorded, reported and posted test results.

Resolved unusual test orders by contacting physicians, nursing stations or reference laboratories.

●

Routinely retracted patient throat cultures and prepared for lab submission.

●

● Logged patient information and recorded results into system. Processed patient specimens according to priority and documented results.

●

● Verified purity of specimens collected.

● Prepared blood smears and determined levels of normalcy. Maintained confidentiality of all patient information to conform to HIPAA, internal and other regulatory standards.

●

Executed corrective actions when test controls were outside specified limits.

●

Conducted evaluations for patients daily, including EKGs, chemical analysis, urinalysis and hematology.

●

Kept laboratory equipment clean and in good working order for optimal functionality and longevity.

●

Utilized expertise in microbiology, chemistry and hematology to help with diagnosis of medical issues.

●

Handled specimens according to laboratory protocols to maximize accuracy and precision of results.

●

Contact this candidate