Call Center Customer Service

D'Mitria Kennard

***********@*****.***– 229-***-**** © / (o)

Medical-Phlebotomist 2-Lab Assistant 2 -Customer Service- Warehouse- Call Center Representative-Business

•20 years + experience in customer service, cashiering, and customer satisfaction

•6 years Phlebotomy/ lab assistant experience in hospital, laboratory, mobile, paramedical, nursing homes, and rehabilitation centers

•Highly organized, efficient, and skilled in a variety of office support tasks, including but not limited to:

•Office Organization Records & Database Management

•General Bookkeeping (A/P & A/R)

•Telephone & Front Office Reception

•Good Knowledge of ICD-9, 10, and CPT

• Spreadsheets & Reports Scheduling & Calendaring, Meeting & Event Planning

•Microsoft Word, Excel, & PowerPoint Filing & Data Entry (35-40 WPM)

•Some fork lift experience

•Good Knowledge of HCPCS & HIPPA

•Team Lead

•Charge

•Created new ways to navigate system improving relay time that was used to train new employees (First call resolution) (retention)

•Quality Assurance Monitor

•Compliance Auditor-Officer

•Shipping and Receiving

•Venipuncture

RELEVANT WORK EXPERIENCE

Lab Assistant / Phlebotomist

Piedmont Henry Hospital -Jan 2024-Current

Responsibilities

Venipuncture, pediatric to geriatric, processing, responding to codes, proper labeling of specimens, answering phones from doctors and nurses blood cultures, typing screens, proper specimen storage procedures and more.

Phlebotomist PST Specialist

Labcorp Sept 2023- July 2024

Responsibilities

IOP Specialist for OBGYN practice with Northside Hospital. Venipuncture, urine collection, touch system, and processing.

HIPPA compliance

Phlebotomist

Clinical Pathology Labs (CPL) - Jul 2023-October 2023

Responsibilities

Doctors office- venipuncture, urine collections, breath test and stool collection

Lead Phlebotomist

Wellstar Kennestone Hospital -June2022-October 2023

Responsibilities

Direct team, charge, run reports, communicate with nurses and other leads, handle problems, report to management, support team members, Hard-stick team, venipuncture, patient etiquette, assist, train, and percept.

Phlebotomist

CLS Laboratory- Sep 2020-Oct 2021

Responsibilities

Mobile Phlebotomist responsible for drive a specific assigned route daily to draw nursing home patients. These patients are generally geriatric or long term care.

I also have to spin down tubes of blood to retain serum and collect urine, fecal matter, and wound cultures

Phlebotomist Lab Assistant

Keiser Permanente- Westside Medical (Travel Contract) (03/2022-06/2022)

Venipuncture, pediatric to geriatric, processing, responding to codes, proper labeling of specimens, answering phones from doctors and nurses blood cultures, typing screens, proper specimen storage procedures and more.

Paramedical Examiner / Phlebotomist

BP Medical Supply- RX Management (02/2019-10/2020

Responsibilities

•Independant contractor responsible for completing medical screenings on people applying for life insurance.

• Including but not limited to notating medical history, measuring weight and height, blood pressure readings, and collecting blood and urine samples

Call Center Agent- Quality Assurance

SPH Analytics Oct 2019-May 2020)

Responsibilities

•Daily responsibilities included Inbound and Outbound calls on behalf of various health plans in the US

•Handles calls in members reward programs and expected to maintain great quality assurance.

•Committed to PHI compliance and enforcing HIPAA guidelines.

• Verifying accounts and relaying health information.

•Customer Service

•Mail room

Phlebotomist 2 /Lab Assistant 2

Capital Regional Medical Center 02\2019-10/2019

Responsibilities

•Performs venipuncture to 8 different floors including but not limited to ICU, PCU, CCU, PP, Ortho, ER, transition unit, and pediatrics.

•I am the go- to for hard sticks and difficult draws. I am requested to perform draws on other floors that I am not working on that day.

•My skills sets are above average and outweigh my experience level.

•I complete morning rounds beginning 3 am each day and I am a fulltime employee.

Phlebotomy Student

•Phoebe Putney Memorial Hospital (09/2018-01/2019)

•Performed venipuncture on various patient from geriatric to adolescent and sick to well.

•Worked 4th, 7th, and 8th floors

•Worked PRL

•Worked Draw station

Intern (Doctors office)

Dr. Calhoun’s Office (2018)

•Office Assistant

•Shadowing Physician

ER Intern (Hospital)(2018)

Phoebe Putney Memorial

•Shadowing Physician and PA

•Learning and demonstrating hospital procedures

Office Personnel / Cashier / Meat Dept. Stocker

Harvey's Supermarket (2017-2018)

•Customer Service, bagging groceries, light housekeeping, office work, lottery, western union, and coin-star

•Unloads shipment and rotates products by dates

•Wrapping cuts of meat

Call Center Agent

SPH Analytics (2015, Dec2016- May 2017)

Responsibilities

•Daily responsibilities included Inbound and Outbound calls on behalf of various health plans in the US

•Handles calls in members reward programs and expected to maintain great quality assurance.

•Committed to PHI compliance and enforcing HIPAA guidelines.

• Verifying accounts and relaying health information.

•Customer Service

•Mail room

Member Host

Sam’s Club(2015-2016)

Responsibilities

•Providing customer support

•Assisting members with membership, self-checkout and inquires.

•Inventory Management training

•Trained as back up Front End Manager MMS

•General housekeeping

•Cash handling duty

•Basic knowledge of company policies and procedures

•Trained as back up Front End Manager MMS

Help to enforce safety regulations and accidents in and outside of business helping incident level reach its lowest in two years

Call Center Agent

Perfetta/ Time Warner Cable (2015)

Responsibilities

•Pearson IT Services/ K-12 Assessments

•Team Lead- Assisted Supervisors in training employees on company policies and procedures

•Assist with escalations

•Time Warner Cable (Blended Agent)

Receptionist, Office Assistant, Administrative Assistant

Dougherty County Probate Court

Responsibilities

Provide administrative and executive support within busy office. Manage executive team's calendar; prepare important documents for trials; prepare reports, organize tickets, answer incoming calls, organize probations, hearings, un-paid parking, managed records, etc.

Employment History

Harveys Supermarket

Sanderson- Factory/Debone Poultry

SPH Analytics- Call Center

Sams Club-Retail/Management/Warehouse

Nexxlinx-Perfetta- Call Center

Homerun Foods- Gas Station

Teleperformance- Call Center

Equity Group- Warehouse

QPI/ P&G (temp) - Warehouse

Circulation- Call Center

Dougherty County Probate (volunteer) - Court House/ Clerical

Popeyes

Zaxbys

EDUCATION

Phlebotomy

•Albany Technical College- Albany, Ga (May 2018- April 2019) Graduated

Bachelors of Biology/ Pre PA

•Georgia Gwinnett College- Lawrenceville, Ga (Current 2024)

Contact this candidate