Results-oriented Team Lead with diverse background in the biological sciences, patient care, management and customer service. Dedicated to providing excellent customer service and making operational and procedural improvements. Focused on customer satisfaction, while being meticulous to attention to detail and applying conflict resolution techniques.
1st Place winner of the oxyGEN Change Agent Summit-creating innovative ideas and presenting solutions to some of our company's dynamic leaders, 2015.
Played an instrumental role in decreasing duplicate ticket orders from [number]% to [number]% within 10 months of being a Team Lead. Saving the company over $ 500,000 a year, 2015.
Promoted to Team Lead after 7 months of employment, 2015.
1st Place Recipient for Undergraduate Research-Texas Branch American Society for Microbiology Annual Meeting, 2012.
Assist management in work delegation to team members.
Assist agents with complex [situations] via Smartchat.
Provide side by side coaching.
Provide training to new hires and current members.
Major projects: Reduce duplicate tickets/dual truck rolls, streamlining process and procedures.
Extensive customer contact via telephone to confirm due date and access and negotiate commitment times.
Interact and coordinate with other departments to verify customer's work order
Use mechanized systems to determine further actions of work order.
Major call center for U-Verse technicians and agents.
Identify, diagnose and treat various allergy conditions in conjunction with other medical professionals.
Design customer antigen medications for allergy desensitization and provide family-centered patient care.
Published thesis: "Discovery of Novel Iron Acquisition genes in Bacillus anthracis."
Hypothesized that additional novel proteins enable B. anthracis acquire iron from hemoglobin that may work in conjunction with ISD proteins.
Developed a screening protocol to isolate mutants unable to acquire iron from hemoglobin and screened roughly 1000 mutants.
Developed a mutant identification protocol using knockout, PCR and cloning.
oxyGEN DFW Member
American Society of Microbiology-Alumni
Phi Sigma Iota Foreign Language Honor Society-Alumni
Alpha Epsilon Delta (AED) Medical Honor Society-Alumni
Beta Upsilon Chi Fraternity-Alumni
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