Breana Conley
Macon
Summary
Dynamic professional with extensive experience in customer service and training coordination at BioLife Plasma/Takeda Pharmaceuticals. Proven ability to enhance customer satisfaction and streamline training processes. Skilled in Microsoft Office Suite and adept at fostering team collaboration to achieve organizational goals. Recognized for achieving a 18% improvement in customer satisfaction metrics. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Panaprint, INC
Macon
09.2023 - 04.2025
- Collected deposits or payments and arranged for billing.
- Developed strong customer relationships to encourage repeat business.
- Resolved customer complaints promptly and efficiently.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Provided accurate information about products and services to customers.
- Answered inbound calls, chats and emails to facilitate customer service.
Laboratory Technician/Phlebotomist
St. Mary's Hospital
08.2021 - 04.2022
- Preparing patients before drawing blood.
- Explaining blood draw procedures to patients and answering any questions about the process.
- Following all health and safety protocols and procedures to maintain sanitary work areas.
- Verifying patient information and labeling blood samples properly.
- Accurately updating patient information in the organization's database.
- Helping nervous or frightened patients remain calm during blood draws.
- Working with supervising Physicians and following their directions at all times.
Training Supervisor
BioLife Plasma/Takeda Pharmaceuticals
05.2018 - 08.2021
- Coordinated and performed new employee orientation, including company background, health and safety requirements, policies and procedures and other company requirements.
- Maintained complete and accurate records to ensure that all personnel were competent to perform their assigned duties.
- Reviewed employee training materials to meet initial and annual certification requirements.
- Ensured timely completion of cross-training and annual re-certification training.
- Ensured that employees were trained and committed to meet customer service expectations.
- Monitored center training needs and performed cross-training, re-training, SOP training, preventative action training and other training as needed.
- Maintained compliance with all federal, state, local and company regulations related to quality of product, employee, and donor safety.
- Facilitated external and internal audits to include European Medicines Agency, Federal Drug Administration, Plasma Protein Therapeutics Association, Plasma Quality Assurance Group, Clinical Laboratory Improvements Amendment.
- Created the weekly schedule for 50+ employees.
- Achieved less than 1% past due training compared to a network average of 4%.
- Received zero citations from external auditors.
- On-boarded over 60 employees in less than a year with a 2.3% turnover rate compared to a network average of 32%.
- Managed travel for 23 external trainees, including RNs and a physician, to open the new Madison, WI center under budget.
- Improved Customer Satisfaction metric from 63% to 81% within 3 months of taking on responsibility (Goal of 80%).
Customer Service Rep /Cashier
Walmart
02.2017 - 05.2018
Accounts Receivable
Global Parts Distributors
01.2014 - 05.2016
Inside Sales
Advance Auto Parts
01.2012 - 01.2014
Medical Assistant
Byron Family Healthcare
01.2011 - 01.2012
Customer Service Rep/Cashier
Kroger Co.
01.2009 - 01.2011
Education
High School Diploma -
Rutland High School
Macon, GA01.2009
Some College (No Degree) -
American Professional Institute
Macon, GASome College (No Degree) -
Central Georgia Technical College
Warner Robins, GASkills
- MICROSOFT OFFICE SUITE
- CGMP MANUFACTURING
- LEARNING MANAGEMENT SYSTEMS SUCH AS SABA AND ISOTRAIN
- EXPERIENCE WITH LEXISNEXIS/NDDR/CDCS
- DATABASES
- CLIA MODERATE COMPLEXITY AND PROFICIENCY TESTING
- CERTIFIED TAKEDA YELLOW BELT (DMAIC PROCESS)
- Ability to understand and follow standard operating procedures
- C3ME
- IBM COGNOS
- POWER BI KNOWLEDGE
- DAYFORCE HCM SCHEDULING SYSTEM
- Customer service
- Payment processing
- Team collaboration
- Training coordination
References
References available upon request.
Timeline
Customer Service Representative
Panaprint, INC
09.2023 - 04.2025
Laboratory Technician/Phlebotomist
St. Mary's Hospital
08.2021 - 04.2022
Training Supervisor
BioLife Plasma/Takeda Pharmaceuticals
05.2018 - 08.2021
Customer Service Rep /Cashier
Walmart
02.2017 - 05.2018
Accounts Receivable
Global Parts Distributors
01.2014 - 05.2016
Inside Sales
Advance Auto Parts
01.2012 - 01.2014
Medical Assistant
Byron Family Healthcare
01.2011 - 01.2012
Customer Service Rep/Cashier
Kroger Co.
01.2009 - 01.2011
High School Diploma -
Rutland High School
Some College (No Degree) -
American Professional Institute
Some College (No Degree) -
Central Georgia Technical College
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