Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kawain Mandley

Norfolk,VA

Summary

Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.

Overview

13
13
years of professional experience

Work History

Patient Service Representative

LabCorp
01.2020 - 06.2023
  • Followed established protocols for professional handling of emergency situations.
  • Assessed emergency requests and made quick judgment calls to determine appropriate action.
  • Centrifuged blood samples as outlined in clinical protocols.
  • Established and maintained positive working relationships with patients, staff and clinical personnel to build trust and camaraderie.
  • Used personal protective equipment correctly to protect coworkers and patients.
  • Tracked collected specimens by initialing, dating, and noting times of collection.
  • Addressed questions and concerns to educate patients on collection process and procedures.
  • Stocked phlebotomy cart or carrier with appropriate supplies.
  • Assembled tourniquets, needles, and blood collection devices to prepare work trays.
  • Packaged and shipped specimens to central lab daily.
  • Monitored patients for reactions and verified sample quality.
  • Reviewed patient records for accuracy and completeness.
  • Organized daily work based on collection priority.
  • Conducted venipuncture and other CT procedures.
  • Participated in continuing education programs to stay up to date on new technologies and procedures.
  • Collected blood samples using vacutainer tubes, tourniquets, syringes, butterfly needles, and straight needles.
  • Verified patients' identification for proper sample collection.
  • Collected blood samples in accordance with laboratory protocols

Phlebotomist

American Red Cross
08.2015 - 01.2020
  • Labeled transfer tubes and followed exact directions for handling and storing specimens for transport.
  • Completed proper sanitation and cleaning of equipment and work areas between patients.
  • Centrifuged blood samples as outlined in clinical protocols.
  • Established and maintained positive working relationships with patients, staff and clinical personnel to build trust and camaraderie.
  • Used personal protective equipment correctly to protect coworkers and patients.
  • Tracked collected specimens by initialing, dating, and noting times of collection.
  • Addressed questions and concerns to educate patients on collection process and procedures.
  • Stocked phlebotomy cart or carrier with appropriate supplies.
  • Verified patients' identification for proper sample collection.
  • Collected blood samples in accordance with laboratory protocols and regulations.
  • Adhered to HIPAA standards and maintained patient confidentiality in all interactions.
  • Drew blood from veins by vacuum tube, syringe, or butterfly venipuncture methods.
  • Protected patients by following infection control, sharps disposal, and biohazardous waste disposal procedures.
  • Performed venipunctures, finger sticks and heel sticks for both adult and pediatric patients.
  • Followed established safety protocols and standards to minimize risk of infection and injury.

Customer Service Representative

CVS Caremark
04.2012 - 06.2016
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered incoming phone calls and addressed questions from customers and healthcare providers.
  • Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
  • Entered and processed patients' prescriptions into internal system.
  • Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
  • Assisted pharmacist by filling prescriptions for customers and responding to patient questions regarding prescription and medication-specific issues.

Technical Support Representative

Alorica
05.2010 - 08.2015
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Documented support interactions for future reference.
  • Used ticketing systems to manage and process support actions and requests.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Managed high levels of call flow and responded to technical support needs.
  • Researched product and issue resolution tactics to address customer concerns.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Responded to customer inquiries and provided technical assistance over phone and in chat.

Education

Diploma -

Granby High School
Norfolk, VA

Phlebotomy -

Ecpi

Skills

  • Technical Issues Analysis
  • Call Center Operations
  • Friendly and Patient
  • Organizational Skills
  • Responding to Technical Questions
  • Product Selection
  • Microsoft Windows and Office
  • Configuring Devices
  • Mac Systems
  • Software Diagnosis
  • Troubleshooting and Assistance

Timeline

Patient Service Representative

LabCorp
01.2020 - 06.2023

Phlebotomist

American Red Cross
08.2015 - 01.2020

Customer Service Representative

CVS Caremark
04.2012 - 06.2016

Technical Support Representative

Alorica
05.2010 - 08.2015

Diploma -

Granby High School

Phlebotomy -

Ecpi

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Kawain Mandley