Customer Service Manager

********@*****.*** 786-***-**** Horace Pinausi Certified Phlebotomist PROFESSIONAL PROFILEY 2 years of experience In Patient Services as Phlebotomist delivering a professional, responsible and compassionate care to the patient. Many years in other roles as a customer service manager complete the profile. EDUCATION – CERTIFICATIONS EDUCATION Certification in Phlebotomy 2 years undergraduate degree in Business Management University of Venice “Ca’ Foscari” – Italy Palm Beach Community College (Customer Service Certifications) Sommelier I certification – Johnson and Wales University - Miami, Fl High School Diploma Santaluces High School – Boynton Beach, Fl BLS Certification CPR Certification COMPUTER / TECHNICAL SOFTWARE SKILLS Technical Software: Lab Service Manager – E labs, ECW Software/Databases: MS Word, Excel Others: Customer Service, Problem Solving, Accounts Receivable, Accounting, Quality Assurance PROFESSIONAL EXPERIENCE Phlebotomist/ Office Administrator Alive and Well - Miami Gardens, FL January 2023 to August 2024 • monitor blood draws and activity in the laboratory, schedule staff, organize inventory supplies and equipment, and liaise with other professionals in the clinic, donation center • Processing specimens include labeling, centrifuging, aliquoting, freezing, and preparing for transport as required by test order. • Research test/client information and confirm and verify all written and electronic orders using lab technology systems, Client contact, and approved tools. • Maintain all appropriate phlebotomy logs on time and based on frequency, such as maintenance logs and temperature logs. HEMARUS PLASMA LLC – December 2022 – December 2023 Certified Phlebotomist / Plasmapheresis Technician (Team Leader) Daily Duties ● Organize workflow for the team, create scheduling, responsible for setup &disconnect of plasma pheresis machine, ordering supplies, monitoring floor ● Processing specimens include labeling, centrifuging, aliquoting, freezing and preparing for transport as required by test order. ● Research test/client information and confirm and verify all written and electronic orders by utilizing lab technology systems, Client contact, and approved tools. ● Maintain all appropriate phlebotomy logs in a timely manner and based on frequency, such as maintenance logs followed by SOP guidelines and temperature logs. QUEST DIAGNOSTICS – March 2021 – Sept. 2022 Phlebotomist Daily Duties ● Collect specimens according to established procedures including but not limited to drug screens, biometric screening and insurance exams. Grant and apply credit increase on customers’ accounts. ● Processing specimens include labeling, centrifuging, aliquoting, freezing and preparing for transport as required by test order. ● Research test/client information and confirm and verify all written and electronic orders by utilizing lab technology systems, Client contact, and approved tools. ● Maintain all appropriate phlebotomy logs in a timely manner and based on frequency, such as maintenance logs and temperature logs. DEROMA USA – Miami, FL May 2003 – Dec 2019 Customer Service Daily Duties ● Responsible for managing directly and indirectly, through my team, all customers’ inquiries, orders and consequent coordination with production, shipping and accounting departments. ● Grant and apply credit increase on customers’ accounts. ● Handling day-to-day problems that may arise and appropriately addressing the needs of our customers to obtain complete customer satisfaction. STAIN SAFE INC. - Palm Beach Gardens, FL Apr 2000 – Mar 2003 Senior Email Representative (Team Leader) ● Worked with Customer Service Manager, Supervisor. ● Responsible for resolving over 200 customer service inquiries and claims on a daily basis. ● Exceeded departmental performance goals, resulting in merits. ● Utilized problem solving skills to defuse customer concerns. ● Provide customers with information regarding their Stain safe warranty. ● Assist supervisors with floor support during peak hours of the day. SPHERION -Census 2000 Project, Boynton Beach, FL Jan 2000 – Apr 2000 Quality Assurance Supervisors ● Worked with the Quality Assurance Manager to maintain quality requirements to meet the Bureau of Census expectations as well as develop individual Customer Service Representative Growth. ● Support the Operations Department by assisting agents to effectively solve customers’ concerns. ● Maintained multiple databases to track Customer Service Representative Performance. ● Provided feedback and coaching to over 600 Customer Service Representatives to improve and exceed our client’s high-quality expectations. ● Ensured quality by conducting test calls and remote call observations. ● Handling day-to-day problems that may arise and appropriately addressing the needs of our customers to obtain complete customer satisfaction. ● Grant and apply credit increase according to company policies. ● Financially advise customers on payment arrangements and disputes. ESRD LABORATORIES, Miami, FL Sep 1992 – Mar 1996 Accounts Receivable Coordinator ● Responsible for processing all accounts receivable to entries. ● Manage all petty cash and office supply expense accounts. ● Reconcile bank balances, record general ledger entries. ● Establish customer credit lines and set up credit accounts with vendors.