8 years of providing stellar customer service and training support. Highly motivated self-starter with excellent training and computer skills. Laboratory Assistant bringing excellent clinical laboratory skills, including conducting and analyzing laboratory assays.Extremely goal oriented, well organized and technically adept. Customer Service * Recognized as "Outstanding Customer Service Representative" in 2011 based on accuracy, duration and availability on calls * Facilitated employee training and team builders for various teams * Developed and trained on soft skills, implemented in northeast area call center * Handled high call volume, resolving billing, credits, and equipment issues * Worked in teams and self- directed environment * Managed upset customers, conflicts, and challenging situations * Special project planning, helpdesk support via telephone communications * Performed diagnostics and troubleshooting of system issues, documented ticket/resolutions * Experienced creating and delivering presentations to peers and students
Certified Patient Care Technician (A00104079)
Maryland Board of Nursing
Certified Phlebotomist Technician (N2D7F3N5)
National Health Association 2015
Carefully reviewed medical records for accuracy and completion as required by insurance companies.
Strictly followed all federal and state guidelines for release of information.Examined diagnosis codes for accuracy, completeness, specificity and appropriateness according to services rendered. Scheduled patient appointments. Monitored shared email in-boxes and ensured inquiries were addressed.Verified and abstracted all medical data to assign appropriate codes for hospital inpatient records. Demonstrated knowledge of HIPAA Privacy and Security Regulations by appropriately handling patient information.
Accurately recorded and reported test results according to established procedures.Performed highly complex tests on clinical specimens for diagnostic purposes.Promptly and efficiently distributed specimens to different facilities and labs.Isolated, identified, typed and grouped bacteria and fungi. Aliquot urine,saliva, and blood. Accession specimen upon arrival. Verified that information in the computer system was up-to-date and accurate.
Trained new employees and explained protocols clearly and efficiently.Provided base level IT support to company personnel.Resolved customer complaints and concerns with strong verbal and negotiation skills.Displayed courtesy and strong interpersonal skills with all customer interactions.Supported customers having data connectivity issues.Assisted customers with technical issues via email, live chat and telephone.Researched, resolved and followed up on customer issues.Handled a large volume of phone calls, chat and emails.
Developed effective relationships with all call center departments through clear communication.Ran reports and supplied data to fulfill customer report requirements.Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.Provided cross training to over 50 staff members.Trained staff on how to improve customer interactions.Assisted with the development of the call center's operations, quality and training processes.Led learning enhancement classes focused on improving soft skills needed for success in the workforce.Drafted job aids for different departments.
Routinely met with students' parents regarding in-class issues and learning interruptions to discuss solutions.Instructed 10-11th grade Biology to a class of 25 students.Established and enforced rules for behavior and procedures for maintaining order amongst the class.Received high remarks for the creativity of classroom lesson plans and instructional techniques from students, parents and faculty. Designed lesson plans focused on age and level-appropriate material.
Customer Service, Customer Service Representative, Receptionist, Retail Sales, Business Coordinator, Helpdesk, Billing, Collection, Customer Relations, Data Collection, Data Entry, Epic, Excellent Written And Verbal Communication Skills, Filing, Healthcare, Helpdesk Support, Instrumentation, Medical Terminology, Office Medical, Problem Resolution, Project Planning, Self-starter, Teaching, Telephone, Testing, Training, Written And Verbal, Laboratory, Certified Phlebotomist, Accessioning, Customer Relations,Detailed oriented *
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