ANNA HOOVER
Houston,Tx
Summary
Care-focused Phlebotomist bringing 3-year background in blood banking setting and 5 years in leadership. Accomplished at easing patient anxieties and hitting veins on first attempts. Experienced in skin puncture draws utilizing varied needle gauges and collection techniques tailored to patient needs.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Supervisor
GULF COAST REGIONAL BLOOD CENTER
11.2020 - Current
- Performed phlebotomy procedures while complying with OSHA regulations
- Coached and performance-managed teams to execute venipuncture, avoid hematomas, and avoid any pain or discomfort
- Brought team QIR rates down from 1.9% to less than 1% over a 12-month period
- Validated patient identity, and specimen integrity, and maintained working knowledge of specimen requirements and special protocols
- Reviewed donor surveys to better coach employees on improving the donor experience.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
HSE Liaison
TETRA TECH
04.2019 - 07.2019
- Developed strategies that drove safety performance and supported project improvements
- Monitored compliance standards including field visits, inspections, and follow-up visits
- Managed new hire onboarding and training process in line with HSE standards.
- Successfully communicated with entities inside and outside of business.
- Collected and analyzed data to identify trends and opportunities for improvement.
- Liaised between internal departments and external partners to promote efficient communication and collaboration.
- Investigated escalated liaison issues and implemented appropriate tactics for swift resolution.
Front End Manager
STRAIGHT OF THE ROAD BBQ
02.2015 - 03.2019
- Managed and trained front end staff and managers in proper operating procedures, workflow, and high-quality customer service
- Maintained inventory integrity for the entire building, while keeping up to date on all new inventory knowledge
- Solved back dated customer service issues and became the preferred point of contact for all unresolved customer service issues.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Maintained strong customer relations and effective customer service standards.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Prepared weekly employee work schedules to meet operational needs.
Education
High School Diploma -
Crosby High School
Crosby, TxSkills
- Safe Work Methods
- Plasmapheresis
- Blood Cultures
- Maintaining Confidentiality
- Medical Screening
- Venipuncture and Capillary Puncture
- Finger Stick Method
- Biohazard Waste Disposal
- Donor Suitability Determination
- Specimen Collection and Storage
- Vacuum Tube and Syringe Use
- Spanish Speaking
Certification
- Alyx Trained
- PHLEBOTOMY CERTIFICATIONS National Phlebotomy Certification #01-2015
- CPR AED Certified
- CDL Class B Certification (for driving the donation coaches)
- OSHA 30 Hour Certified
Languages
Spanish
Native or Bilingual
Timeline
Supervisor
GULF COAST REGIONAL BLOOD CENTER
11.2020 - Current
HSE Liaison
TETRA TECH
04.2019 - 07.2019
Front End Manager
STRAIGHT OF THE ROAD BBQ
02.2015 - 03.2019
High School Diploma -
Crosby High School