Data Entry Call Center

Objective

College graduate with an MBA focused in Management and Leadership seeking to secure a position within that utilizes skills, experience, and education to benefit both myself and my company. I am a dedicated and reliable team player with determination and drive in pursuit of an opportunity in which I can apply my talents and knowledge. I exhibit the follow-through and positive attitude that will allow me to achieve company targets and effectively manage additional responsibility.

Education

M.B.A. (Master of Business Administration), May 2009 - December 2010

KING COLLEGE, BRISTOL, TN

B.S. (Management and Leadership), August 2007 – May 2009

VIRGINIA INTERMONT COLLEGE, BRISTOL, VA

*Summa Cum Laude

*Cardinal Key Honor Society Member

A.A.S. (Pre-Physical Therapy/Pre-Med), August 1995 – May 1998,

POTOMAC STATE COLLEGE of WVU, KEYSER, WV

College Prep Diploma, September 1992 – June 1995 (ranked 10th/152 students)

LIBERTY HIGH SCHOOL, Glen Daniel, WV

Certifications

CPT (Certified Phlebotomy Technician), March 2017 - June 2017

VIRGINIA HIGHLANDS COMMUNITY COLLEGE (VHCC), Abingdon, VA

ASCP (American Society of Clinical Pathology) Certification - June 30, 2017

CPR (Cardiopulmonary Resuscitation) Certification - May 2017

Skills/Achievements/Performance Excellence

Comfortable and effective working with diverse populations

Multi-tasking abilities, detail-oriented, strong organizational/planning skills

Extensive experience in management, teaching, and administrative areas

Proficient in computer programs, equipment, and software; Microsoft certified in Word and Excel

FedEx Perfect Attendance Award – 2002, 2003, 2004

FedEx Purple Passion Award – Unit Manager of the Year, 2004

“Best Phlebotomist” award, issued for zero QI’s (quality incidents); received three consecutive months, recipient of six overall since award was implemented nine months ago

Cross-trained and permitted to work unattended in Processing (Grifols)

Experience

Phlebotomist, Grifols, Bristol, VA 10/16/2017 – 8/30/2020

As a phlebotomist, I performed venipunctures with sterile needles and utilized the butterfly or vacuum method to obtain blood specimens. Basic anatomy, physiology, and medical terminology of and relating to the circulatory system, inclusive of pre-faint procedures/faint prevention, donation methods and expectations, specimen information, proper bedside manner and preparation for venipuncture collection, is explained, accepted, and applied. Strong communication and interpersonal skills were demonstrated to retain current donors and invite new prospects in an effort to promote plasma collection/donation. Quality measures and standard operating procedures (SOP’s) are met and followed to the best of my ability. In addition to my personal safety and donor safety, I am committed to absolute confidentiality and adept at handling sensitive information.

Adjunct Faculty, National Business College, Bristol, TN 12/5/2011 – 4/27/2013

As an adjunct professor, I was responsible for developing and managing syllabus materials, coordinating courseware and curriculum with the appropriate academic chairs, facilitating class instruction, evaluating student performance, adhering to protocol guidelines, and responding promptly to grade determination. Other obligations included research and development, lectures, seminars, and other duties that are typically performed by tenured professors. In addition, I often filler vacancies for full-time faculty when needed, and frequently with short notice.

Shift Coordinator, Highlands Juvenile Detention, Bristol, VA 1/16/2006 -3/17/2013

As a shift coordinator, I was responsible for assigning "posts" to all employees working their shifts. I supervised youth ages nine-17 in a secure facility, deescalated situations as needed among detainees, dispensed medication, instructed basic life & survival skills, processed new intakes, accurately reported information to legal professionals (probation officers, court service units, etc.). My #1 duty at HJDC was the protection of the detained youth and assurance of their safety & well-being. In addition, meals, personal hygiene, education, physical activity, visitation, etc. were completed under my guidance. I performed a variety of administrative and clerical tasks, which included collection, verification, and recording of official records and the use of computers to initiate and update youth files (data entry, filing, update records/photos). Duties also involved direct contact with Sheriff’s Office, public officials, and medical authorities.

Unit Manager, FedEx/U.S. Solutions Group, Inc., Bristol, VA 7/17/1999 – 11/2/2005

As a Unit Manager, I was responsible for motivating & managing a team of 35-40 customer service agents handling billing issues, credits, denials, refunds, and account maintenance for FedEx, review live calls and coach accordingly to assure a quality score of 95%+ was maintained, assure daily attendance = 93%+, handle irate customers and escalated calls effectively, attend weekly monitoring sessions with the Client’s Audit team, train agents on billing updates from the client and keep up-to-date on any company policy changes, respond immediately to emails from various departments within FedEx, assure payroll checks are correct and hours were entered correctly, daily reporting of calls handled and average talk time, monthly sessions with all agents to review previous month statistics and make plans on how to increase lower scores and praise areas where scores exceeded goal, interview applicants requesting employment, fill in for the director when she was unavailable, schedule hours of coverage for entire call center unit managers weekly, and attend Corporate meetings and report statistics as needed.

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