Brenda Gage Ross
Rockford,IL
Summary
Accomplished and energetic professional, with a solid history of achievement in customer and laboratory services. Motivated leader with strong prioritization and organization abilities. Areas of expertise include effective problem solving, exceptional interpersonal communication, and adherence to quality standards.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Senior Phlebotomist/Medical Technician/Customer Service Certified
Northwestern Memorial Hospital
03.2009 - 02.2016
- Investigated and resolved customer inquiries and complaints in an empathetic manner.
- Trained phlebotomist, med technicians and other ancillary staff
- Adhered to all confidentiality requirements at all times.
- Supervised 10 phlebotomist in fast paced main hospital lab, averaging 350 patients daily
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Consistently improve customer satisfaction through expert resolution of conflicts, issues and concerns
- Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
- Promptly responded to inquires from members, staff, and clients via telephone, mail, email and fax
- Developed and devised highly empathetic relationships and earned reputation for delivering exceptional customer service
Education
CNA certification/ Prerequisites for Nursing Program -
Rock Valley College
Rockford, ILAssociates - Phlebotomy/Medical Assisting
Marion Adult and Career Training
Chicago, ILHigh School Diploma - undefined
Von Steuben Metropolitan Science Center High School
Chicago, ILSkills
- Phlebotomy and laboratory services
- Office professional
- Customer care service
- Service recovery and conflict resolution expert
- Training and cross training
- Computer and Electronics
- Energetic work attitude
- Courteous demeanor
- Time management
Certification
CPR certificationexpires 5/2017
PBT Phlebotomy certification expires 2/2017
CNA certification
Hobbies
Volunteer Rockford Food Pantry
Volunteered and led program with Chicago Cares
Timeline
Senior Phlebotomist/Medical Technician/Customer Service Certified
Northwestern Memorial Hospital
03.2009 - 02.2016
CNA certification/ Prerequisites for Nursing Program -
Rock Valley College
Associates - Phlebotomy/Medical Assisting
Marion Adult and Career Training
High School Diploma - undefined
Von Steuben Metropolitan Science Center High School