Mindy J. Merida

Heidrick, KY *****

adxyzr@r.postjobfree.com

+1-606-***-****

Willing to relocate: Anywhere

Authorized to work in the US for any employer

Work Experience

Tier II Technical Support

KECH, Inc. - Remote

June 2021 to February 2022

• Supports DOD internally

• Provides support to DSO or DMDC Support Office by assisting military service members

• Verification of Tricare Eligibility for Sponsors Veterans, Civil Service employees, Reservee,etc

• Supports Tier 1 Web Support for DS Log on My Access Center for all VA partner sites

• Opens Customer Care cases and DAC to maintain accurate resolution to service member issues

• Uses Knowledge Based documents to provide and support the Defense Manpower Data Center information accurately and to the best of my knowledge

• Ensures all DEERS contact information is up to date and etc. Data Entry Clerk

Exela Technologies - London, KY

March 2020 to May 2020

1. Input data for the Kentucky department of revenue (corporate taxes business taxes) 2. Insured accurate information was being imputed to process returns 3. Required to maintain steady pace while processing information from return Furloughed due to COVID-19

CSR - Customer Service Representative

General Dynamics Information Technology - Barbourville, KY April 2018 to December 2018

CSR for USCIS

• Completed inbound requisitions using new STARS Program for immigration records

• Assist customers with inquiries about immigration Laws, Reforms and potential program information

• Assist callers with information on application fees, etc.

• assisted callers with problems concerning immigration status and application

• Trained to use Salesforce for CRM skills

• received caller accolades as well as high quality Customer Service Representative

Conduent - London, KY

February 2017 to June 2017

• Answered inbound calls for Direct Express Debit Cards Contract

• Assisted cardholders with pin resets

• Assisted cardholders with transaction data, card balances etc

• Collected and recorded callers information for refund claims, fraud alerts

• Processed information for lost, damaged or stolen cards

• Documented key information related to complaints, issues, reason for assistance needed. Medical Laboratory Technician

National Pain Care - London, KY

November 2014 to August 2016

• Responsible for collecting and processing samples during -analytical, analytical and post analytical stages of the laboratory on Olympus AU400 analyzer.

• Perform evaluation studies, QC monitoring, Calibrations

• Record and maintain maintenance on a daily, weekly and bi-annually bases.

• Maintain inventory and all consumables

• Complete reference lab orders

• Package and ship samples to Lexington, KY for further testing using LC-MS confirmation

• Print patient reports to scan into EMR and maintain EMR records/results

• Communicate monthly with Lab Director

Practicum Student Intern

Southeast Ky Technical and Community College - Middlesboro, KY August 2012 to May 2014

• Knox County Hospital: 120 Hrs

• Rockcastle Regional Hospital: 120 hrs

• Middlesboro ARH/ On-Campus Clinical : 120 hrs

• Each clinical rotation we were required to complete a minimum of 120 hours, earning a total of 480 hours of hands on clinical experience in the laboratory Education

Associate in Applied Science Medical Lab Technician Southeast Community College - Middlesboro, KY

August 2009 to May 2014

Associate in Art

Southeast Kentucky Community and Technical College - Middlesboro, KY August 2009 to May 2011

Associate in Science

Southeast Kentucky Community and Technical College - Middlesborough, KY August 2009 to May 2011

Skills

• Outlook (10+ years)

• Microsoft Word (10+ years)

• Customer Service Representative (2 years)

• Laboratory (6 years)

• Customer Support (2 years)

• Customer Care (2 years)

• Specimen Collection / Processing (4 years)

• Inventory Control (6 years)

• Administrative Assistant (1 year)

• Quality Control (6 years)

• Phlebotomy (5 years)

• Urinalysis (6 years)

• Laboratory Information Management Systems (6 years)

• EMR Systems (6 years)

• Call Center

• Customer Service

• CSR

• Venipuncture

• Pain Management

• Medical Office Experience

• Microbiology

• Laboratory Procedures

• Data collection

• Vital Signs

• Laboratory Management

• Anatomy Knowledge

• Hospital Experience

• Word processing

• Patient Care

• Physiology Knowledge

• Medical Terminology

• Triage

• Quality Assurance

• Technical Support

• Medical Records

• Specimen collection / processing (4 years)

• Serving

• Clerical experience

• Documentation review

• Communication skills

• Microsoft Excel

• Time management

• Microsoft Office

• Microsoft Outlook

• Analysis skills

• Salesforce

• Data entry

• Analysis skills

Languages

• Spanish - Beginner

Certifications and Licenses

Phlebotomy for the Healthcare Worker

September 2012 to Present

• I earned a "Phlebotomy for the Healthcare Worker" certificate in 2012 by Southeast Ky Community and Technology College in Middlesboro, Ky. after completion of coursework, training and clinical rotations. I fully completed the coursework as well as clinical rotations plus sticks and hours to earn this certificate.

Physicians Office Laboratory Certificate

May 2013 to Present

• Upon the completion of my first year of the Medical Laboratory Program at SKCTC, I received a certificate titled "Physicians Office Laboratory" certificate certifying me to work in a office lab that usually only requires waived testing or some approved moderate complexity testing approved by the accreditation agency. It certifies that I have completed all coursework related to waived testing and moderate complexity and can efficiently perform in an physicians office setting. Assessments

Customer Focus & Orientation — Proficient

August 2019

Responding to customer situations with sensitivity. Full results: Proficient

Scheduling — Proficient

January 2020

Cross-referencing agendas and itineraries to avoid scheduling conflicts. Full results: Proficient

Sales: Influence & Negotiation — Highly Proficient January 2020

Persuading reluctant customers to buy products or services, and influencing and negotiating with customers to meet sales goals.

Full results: Highly Proficient

Verbal Communication — Proficient

January 2020

Speaking clearly, correctly, and concisely

Full results: Proficient

Medical Lab Procedures - Phlebotomy — Highly Proficient January 2020

Selecting proper supplies based on physician orders for specimen collection protocol. Full results: Highly Proficient

General manager (hospitality) — Proficient

January 2021

Solving group scheduling problems and reading and interpreting P&L statements Full results: Proficient

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

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