Customer Service Operations Manager
Resume:
BARBARA REN
MLT,ASCP
aduhnv@r.postjobfree.com
Las Vegas, NV 89130
Seasoned Operations Manager and talented leader with 8+ years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity, bookkeeping, payroll and financial
management. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
PROFESSIONAL SUMMARY
The National Phlebotomy Provider Network - Operations Manager
Las Vegas, NV • 07/2014 - Current
WORK HISTORY
Established positive and effective communication among unit staff and organization leadership, reducing
miscommunications and missed deadlines.
•
Identified and resolved unauthorized, unsafe or
ineffective practices.
•
Set, enforced and optimized internal policies to maintain responsiveness to demands.
•
Devised processes to boost long-term business success and increase profit levels.
•
Partnered with vendors and suppliers to effectively manage and budget.
•
Worked in matrix management environment with
oversight of division level managers, operations, sales, finance, human resources, safety and compliance.
•
Assessed supplier quality to maintain tight cost controls and maximize business operational performance.
•
Formulated processes to improve assistance to support groups, resulting in reduction of downtime and financial loss.
•
Trained new employees on proper protocols and
customer service standards.
•
• Assisted in recruiting, hiring and training of team SKILLS
Budget Development and
Management
•
• Logistics Oversight
Planning and
Implementation
•
• Business Leadership
Performance Monitoring
and Evaluation
•
Finance and Accounting
Oversight
•
• Operation Monitoring
Problem Anticipation and
Resolution
•
• Workflow Optimization
• Team Leadership
• Human Resources Oversight
• Department Oversight
• Customer Service
Policy Development and
Enforcement
•
• Management Training
• Inventory Management
• Staff Management
• Focus and Follow-Through
• Staff Training
• Onboarding and Orientation
• Recruiting and Hiring
Multi-Unit Operations
Management
•
• Employee Motivation
Delegating Work
Assignments
•
• Special Promotions Planning
• Business Growth Initiatives
Contract Review and
Recommendations
•
Payroll Administration and
Timekeeping
•
• Dispatching
Interviewing and
Prescreening
•
• Cost Containment
Rend Lake Community
College
Ina, IL • 05/1997
Associate of Applied
Science: Medical Technology
EDUCATION
members.
Tracked employee attendance and punctuality,
addressing repeat problems quickly to prevent long-term habits.
•
Trained and guided team members to maintain high
productivity and performance metrics.
•
Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
•
Observed each employee's individual strengths and
initiated mentoring program to improve areas of
weakness.
•
Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
•
Scheduled employees for their scheduled shifts, taking into account traffic, schedules and employee strengths.
•
Promoted positive customer experience through
day-to-day supervision and management of mobile
phlebotomy.
•
Supervised 35+ employees on day and weekend shifts, overseeing efficiency of collection and delivery of specimens to laboratories for processing.
•
Managed purchasing, sales, marketing and customer
account operations efficiently.
•
Supervised daily operations of multi-million dollar mobile phlebotomy company.
•
Interviewed and hired strong candidates for team
openings, using newspapers, job boards and social media to find applicants.
•
Delegated operations coordinators daily tasks to
employees, streamlining daily progress and efficiency.
•
Directed product flow and informed management of
delays and challenges, as well as suggested resolutions.
•
Directed management meetings to enhance collaboration and maintain culture based on trust and group problem- solving.
•
Managed daily operations of mobile phlebotomy
company, orchestrating forward-thinking strategies to accomplish profit and expansion goals.
•
Negotiated price and service with customers and vendors to decrease expenses and increase profit.
•
• Demonstrated exceptional knowledge of process
University Medical Center - Medical Laboratory
Technician
Las Vegas, NV • 02/2005 - 05/2014
optimization in relation to profit and loss.
Monitored over 35+ employees' day-to-day activities and made plans to rectify issues resulting in quality service to patients/clients.
•
Reported issues to higher management with great detail, resulting in problem resolution.
•
Built loyal account base and long-term business
relationships with care facilities, practitioners, concierge, laboratory, managed care organizations and private accounts.
•
Communicated with staff, patients and healthcare
providers to encourage highest quality of service.
•
Dispatched mobile technicians, routed and time daily calendars.
•
• Processed payroll for 35+ employees via ADP
• Prepared and sent invoices for payment.
Prepared and processed claims via OfficeAlly
Clearinghouse.
•
Resolved unpaid claims and billing discrepancies by communicating with clients, insurance companies, and utilizing client portals.
•
• Prepared and processed company deposits.
• Reconciled billing/payments via spreadsheets.
Maintained confidentiality of all patient information to conform to HIPAA, internal and other regulatory
standards.
•
Utilized expertise in microbiology, chemistry and
hematology to help with diagnosis of medical issues.
•
Analyzed bodily fluids with laboratory equipment and detected anomalies related to diseased states or acute injuries.
•
Maintained strict aseptic fields when collecting biological samples, minimizing staff and patient infection risks.
•
Conducted urinalysis, hematology and rapid tests
regularly.
•
Set up, maintained and verified sterility of lab
equipment and tools.
•
Collect blood and tissue samples with focus on accuracy and adherence to aseptic techniques.
•
St. Joseph Memorial - Medical Laboratory Technician Generalist
Murphysboro, IL • 04/1998 - 12/2004
Analyzed experiment and test results to validate
adherence to standards and specifications.
•
Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
•
Carried out day-day-day duties accurately and
efficiently.
•
Demonstrated respect, friendliness and willingness to help wherever needed.
•
Performed duties in accordance with applicable
standards, policies and regulatory guidelines to promote safe working environment.
•
Maintained energy and enthusiasm in fast-paced
environment.
•
Maintained confidentiality of all patient information to conform to HIPAA, internal and other regulatory
standards.
•
Utilized expertise in microbiology, chemistry and
hematology to help with diagnosis of medical issues.
•
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.
•
Assisted with safe transfusions by conducting tests and completing blood counts.
•
Identified microorganisms present in microbiology
samples and cultivated strains to support clinical diagnostics.
•
Set up, maintained and verified sterility of lab
equipment and tools.
•
Collect blood and tissue samples with focus on accuracy and adherence to aseptic techniques.
•
Analyzed experiment and test results to validate
adherence to standards and specifications.
•
Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
•
Carried out day-day-day duties accurately and
efficiently.
•
• Demonstrated respect, friendliness and willingness to St. Mary's - Medical Laboratory Technician
Centralia, IL • 08/1997 - 04/1998
help wherever needed.
Worked flexible hours; night, weekend, and holiday shifts.
•
Performed duties in accordance with applicable
standards, policies and regulatory guidelines to promote safe working environment.
•
Maintained energy and enthusiasm in fast-paced
environment.
•
Maintained confidentiality of all patient information to conform to HIPAA, internal and other regulatory
standards.
•
Utilized expertise in microbiology, chemistry and
hematology to help with diagnosis of medical issues.
•
Analyzed bodily fluids with laboratory equipment and detected anomalies related to diseased states or acute injuries.
•
Maintained strict aseptic fields when collecting biological samples, minimizing staff and patient infection risks.
•
Assisted with safe transfusions by conducting tests and completing blood counts.
•
Set up, maintained and verified sterility of lab
equipment and tools.
•
Collect blood and tissue samples with focus on accuracy and adherence to aseptic techniques.
•
Analyzed experiment and test results to validate
adherence to standards and specifications.
•
Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
•
Carried out day-day-day duties accurately and
efficiently.
•
Demonstrated respect, friendliness and willingness to help wherever needed.
•
Worked flexible hours; night, weekend, and holiday shifts.
•
Performed duties in accordance with applicable
standards, policies and regulatory guidelines to promote safe working environment.
•
Maintained energy and enthusiasm in fast-paced
environment.
•
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