Customer Service Quality Control

KRISTINE NEALON ******@*****.***

Spencerport, NY 14559 585-***-****

PROFESSIONAL SUMMARY

An initiative-taking and dependable professional with a sharp eye for detail, ready to embrace new challenges in the medical field. As a recently certified Phlebotomist with a passion for and strong background in healthcare, seeking a position to leverage those skills as a phlebotomist. Holds a strong background in healthcare and extensive experience in quality control and customer service, bringing a solid work ethic, adaptability, and exceptional people skills to the table. Possess both technical skills and interpersonal qualities, including empathy and effective communication skills. Quickly masters new skills and consistently delivers value through effective teamwork in diverse environments. An adaptive collaborator who is approachable, with a positive outlook, ready to tackle challenges and drive success. CORE COMPETENCIES

Proven expertise in delivering exceptional patient care with a strong focus on quality clinical training Excellent verbal and written communication Seasoned in customer support and conflict resolution Fully complies with all HIPAA guidelines and upholds patient privacy with utmost commitment Outstanding computer skills with an ability to quickly master new and updated software Versed in Technical Skills, Medical/Anatomical Terms, Anatomy, and Physiology Terms Extensive experience in healthcare and a strong command of medical terminology Execute tasks with precision and efficiency, demonstrating exceptional diligence Consistently met above-average levels of performance for company metrics Ability to organize and work with team members to meet patient needs PROFESSIONAL EXPERIENCE

Quality Control Technician 07/2022 - 02/2023

COMPLEMAR, Rochester, NY

• Played a key role in quantifying savings by resolving defects early in development, preventing profit loss, and optimizing resources. A background in phlebotomy, patient care, experience as a graduate nurse, and quality control experience enhance the skills required for this role.

• Collaborated with leadership and operational teams for quality controls in Healthcare Manufacturing.

• Conducted daily walkthroughs for conditions that may impact product quality, compliance, or safety.

• Recognized as a vital resource for identifying potential quality issues.

Achieved significant production and time savings by correcting medical kit errors before shipment. Client Services Support Specialist 10/2021 - 12/2021 HEALTHHELP, Houston, TX

Assisted providers in ordering tests, procedures, and treatments for members, integrating factors of timeliness, safety, and quality. Ensured optimal treatment outcomes through accurate patient records. Parts Customer Service Representative/Shipping and Receiving Clerk 08/2020 - 02/2021 CORTESE FORD, Rochester, NY

Directed customers on pricing. Resolved concerns efficiently and ensured accurate data entry. Customer Service Specialist/Senior Quality Control Analyst 08/2016 - 07/2020 MAXIMUS, Rochester, NY

Managed a high volume of incoming calls and escalated issues. Facilitated translation services and provided quick resolutions. Conducted training, hosted meetings, and motivated employees through recognition. Customer Service Representative 02/2015 - 08/2015

MONRO MUfflER BRAKE INC., Rochester, NY

Managed inbound and outbound customer concerns, inquiries, and calls. KRISTINE NEALON ******@*****.***

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Medical Pack Builder, Associate Coordinator, and Shipper 11/2013 - 09/2014 DATROSE INC.

CARESTREAM HEALTH, Rochester, NY

Equipped workstations with supplies for efficient assembly of medical packs. Managed labeling, tracking, and inventory, and submitted electronic shipping data. Ensured accuracy of medical kits. Operator Assistant, Quality Inspector, Packer 8/2008 – 11/2011 DIAMOND PACKAGING, Rochester, NY

Assembled and maintained machinery. Trained new employees and excelled in quality inspection. Receptionist/Customer Service/Appointment Setter 01/2005 - 03/2008 JT AUTO SERVICE AND REPAIR, Rochester, NY

Handled service and repair calls, providing excellent customer service. Assisted the owner with daily operations. Graduate Nurse (RN) 06/2001 - 07/2002

ROCHESTER GENERAL HOSPITAL, Rochester, NY

• Treated patients, their families, and loved ones with compassion, care, and understanding.

• Conducted patient assessments, administered IVs and medications, monitored vital signs and telemetry, managed documentation, and responded to inquiries via phone and email.

• Collaborated with the healthcare team to deliver therapeutic, patient-centered care, performing nursing assessments, and developing comprehensive care plans.

• Ensure adherence to safety protocols and nursing standards while executing duties.

• Maintained accurate and timely documentation of patient conditions, treatments, and care provided.

• Proactively educated patients and their families on health management, post-discharge care, and necessary lifestyle modifications.

• Actively participated in quality improvement initiatives and adhered to infection control policies.

• Engaged in continuous professional development and participated in a Nurse Residency Program. Patient Care Technician (PCT) 05/1996 - 09/2000

HIGHLAND HOSPITAL, Rochester, NY

• Effectively assisted with daily activities such as hygiene, bathing, dressing, grooming, and eating, and ensured patient mobility to prevent complications or falls.

• Monitored vital signs by accurately recording blood pressure, heart rate, temperature, and respiration, ensuring adherence to HIPAA protocols.

• Performed blood glucose testing and phlebotomy. Collected lab samples, including blood and urine specimens for tests, following proper procedures diligently.

• Administered basic treatments, assisted with medication administration, and provided wound care.

• Responded to patient needs and emergencies. Provided essential emotional support, delivering comfort and guidance to patients throughout their healthcare journey.

• Possesses strong technical skills and exceptional interpersonal qualities, including empathy and practical communication skills. This experience catalyzed my pursuit of a nursing career. EDUCATION

MONROE COMMUNITY COLLEGE, Rochester, NY MONROE COMMUNITY COLLEGE, Rochester, NY ASN The Tri-Captain of the women's soccer team

MONROE COMMUNITY COLLEGE, Rochester, NY MONROE 2-ORLEANS BOCES AS, Liberal Arts and Sciences Adult Continuing Education Certified in Phlebotomy

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