AMRA KENDIC
Deerfield,USA
Summary
Detail-oriented Non-Technical Aid with over 3 years in the non-technical lab industry, skilled in calibration, quality control, and troubleshooting. Currently pursuing CLT in Hematology, Chemistry, Microbiology, and Immuno-hematology. Demonstrates strong problem-solving abilities, effective communication, and a commitment to maintaining high standards in clinical laboratory operations. Proven expertise in conducting laboratory tests and collaborating with healthcare teams to ensure accurate results.
Overview
1
1
Certification
4
4
years of post-secondary education
18
18
years of professional experience
Work History
Complaint Analyst
Slocum Dickson Medical Group
New Hartford, NY
04.2025 - Current
- Analyzed patient complaints to identify trends and root causes.
- Assessed customer claims, conducted research, and identified root causes of complaints.
- Analyzed customer feedback data for trends and patterns related to product or service issues.
- Collaborated with healthcare teams to resolve issues and improve patient satisfaction.
- Facilitated communication between patients and medical staff regarding concerns.
- Provided training on complaint handling procedures to new staff members.
- Ensured compliance with healthcare regulations and standards in complaint management processes.
- Established effective communication channels between customers and internal departments.
- Established communication channels between company staff members involved in processing complaints.
- Communicated with customers regarding complaint resolution status updates.
- Collaborated with other teams to ensure proper implementation of corrective actions.
- Developed reports summarizing complaint data for management review.
- Provided high-level customer service to clients and stakeholders in resolving complaints.
Clinical Laboratory Scientist
Slocum Dickson Medical Group
New Hartford, NY
04.2023 - 04.2025
- Mentored junior staff in laboratory techniques, enhancing their skills and contributing to professional development.
- Collaborated with departments to create initiatives that enhanced patient care and satisfaction.
- Documented test results using computerized and manual transcription methods.
- Managed inventory of supplies and reagents, ensuring uninterrupted service and timely availability of materials.
- Analyzed testing results based on established indicators, submitting findings to central lab database.
- Participated in external proficiency testing programs to ensure ongoing compliance with regulatory requirements and industry best practices.
- Performed complex clinical tests on various sample types, utilizing advanced instrumentation and analytical techniques.
Non-Technical Aid
St Elizabeth Hospital
Utica, New York
09.2019 - 09.2023
- Defined system structures, interfaces, and guiding principles for software design and implementation, resolving technical issues with targeted corrective actions.
- Optimized team performance through technical vision and daily management, resolving technical disagreements to minimize errors and bottlenecks.
- Managed time efficiently in order to complete all tasks within deadlines.
- Coordinated schedules to complete all projects on time. to ensure all tasks were completed on schedule. in order to complete all tasks within deadlines.
- Maintained organized files and schedules for smooth project flow. and attention to detail in daily tasks and projects. with a strong work ethic.
- Utilized critical thinking skills to analyze problems and identify effective solutions. to break down problems, evaluate solutions and make decisions.
- Displayed professionalism and courtesy while interacting with team members. and professionalism in all interactions with colleagues and clients., friendliness and willingness to help wherever needed.
- Cultivated and sustained positive working relationships with team members and stakeholders. courteous and effective working relationships.
- Managed multiple projects with strong organizational and time management skills.
Certified Phlebotomist
St Elizabeth Medical center
Utica, NY
05.2014 - 09.2019
- Obtained variety of blood samples through venipuncture or capillary puncture using sterile syringes, butterfly needles and straight needles, ensuring location and usage of suitable veins for puncture.
- Ensured blood specimen integrity through accurate tube selection and technique, coordinating workflow to meet state regulations and outpatient requirements.
- Ensured blood specimen integrity through precise selection of tubes and techniques.
- Collected specimens for drug screens, paternity tests, and alcohol tests.
- Labeled blood vials with patient information, verified specimen quality through centrifugation for courier logistics, and updated results in paper/electronic charts.
- Maintained fully stocked phlebotomy cart, carrier, and station.
- Ensured phlebotomy cart, carrier, and station remained fully stocked with necessary supplies for efficient specimen collection.
- Visited multiple nursing facilities daily to collect blood, urine, and stool specimens, ensuring adherence to collection protocols.
- Collected blood, urine, and stool specimens at 3+ nursing facilities daily, maintaining high standards of accuracy and care.
Department Manager
Walmart
New Hartford, NY
06.2008 - 05.2014
- Managed department operations, ensuring compliance with rules and regulations.
- Managed pricing, ordered supplies, and maintained stock levels in supply room to ensure availability.
- Resolved claims by investigating details and coordinating communication with involved parties.
- Resolved claims by investigating details and communicating with involved parties.
Education
Associate in Science (A.S.) - Clinical Laboratory Technology, Biology, General and Organic Chemistry, Microbiology, Hematology, Urinalysis, Immuno-hematology, English, Statistics
SUNY Broome Community College
Binghamton, NY 09.2019 - 05.2023
Certification - Phlebotomy
Boces Oneida
New Hartford, NYBachelor in Health Science Administration/ Management -
Southern New Hampshire University
Manchester, NHSkills
- Complaint Resolution
- Customer Feedback Analysis
- Customer service excellence
- Regulatory Compliance
- Data Analysis
- Root Cause Analysis
- Quality management
- Bilingual
- Risk Management
- Service Optimization
- Technical assistance
- Sample Processing
- CRM Software
- Bilingual
- Quality management
Certification
- MLT - Medical Laboratory Technician
- Certified Phlebotomist, Boces - 2011
- Point of care testing Training - 2019-2025
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets
- Supervised team of 20 nursing staff members.
- Achieved 2% of errors from 20% by introducing different approaches for easier and better quality results.
- Achieved not calling results to multiple offices through effectively helping with finding better option for not departments.
Languages
- English, Full Professional
- Bosnian, Full Professional
Timeline
Complaint Analyst
Slocum Dickson Medical Group
04.2025 - Current
Clinical Laboratory Scientist
Slocum Dickson Medical Group
04.2023 - 04.2025
Associate in Science (A.S.) - Clinical Laboratory Technology, Biology, General and Organic Chemistry, Microbiology, Hematology, Urinalysis, Immuno-hematology, English, Statistics
SUNY Broome Community College
09.2019 - 05.2023
Non-Technical Aid
St Elizabeth Hospital
09.2019 - 09.2023
Certified Phlebotomist
St Elizabeth Medical center
05.2014 - 09.2019
Department Manager
Walmart
06.2008 - 05.2014
Certification - Phlebotomy
Boces Oneida
Bachelor in Health Science Administration/ Management -
Southern New Hampshire University