Broam Burnside
Louisville
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Customer Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
13
13
years of professional experience
Work History
Lab Manager
Adventist Lodi Memorial Hospital
09.2021 - Current
- Follow established guidelines for reporting significant medical errors or unanticipated outcome in patient care.
- Participate in interdisciplinary committees, contributing laboratory expertise to improve hospital-wide patient safety initiatives.
- Streamline workflow by designing efficient standard operating procedures for all laboratory tasks.
- Establish and maintain quality control standards, contributing to accurate test results and reliable data collection.
- Manage teams of Medical technologists and lab assistants, providing leadership, scheduling, training, and performance evaluations to maintain a high-functioning, collaborative work environment.
- Oversee quality assurance and quality control programs to maintain CAP, CLIA, and Joint Commission compliance, ensuring laboratory standards meet or exceed regulatory expectations.
- Improve lab efficiency by implementing automated processes and equipment upgrades.
- Utilize laboratory information systems (LIS) to manage test orders, result reporting, and ensure data integrity and security
Certified Phlebotomist Technician
El Centro Regional Medical Center
04.2021 - 09.2021
- Performed routine phlebotomy duties
- Conducted all COVID and ER patients venipunctures
- Processed all specimens
- Followed physician orders to correctly administer therapeutic phlebotomy.
- Reviewed patient records for accuracy and completeness.
- Conducted venipuncture and other CT procedures.
Certified Phlebotomist Technician
SnapNurse, Alaska
12.2020 - 04.2021
- Reviewed patient records for accuracy and completeness.
- Initiated patients before infusion.
- Labeled transfer tubes and followed exact directions for handling and storing specimens for transport. Spoke with patient to gather information for lab records, reduce fear or anxiety and optimize cooperation.
- Monitored patients for reactions and verified sample quality.
Certified Phlebotomist Technician
Baptist Medical Center East Montgomery
04.2020 - 12.2020
- Centrifuged blood samples as outlined in clinical protocols.
- Monitored patients for reactions and verified sample quality.
- Reviewed patient records for accuracy and completeness.
- Conducted venipuncture and other CT procedures.
- Tracked collected specimens by initialing, dating and noting times of collection.
- Completed proper sanitation and cleaning of equipment and work areas between patients.
Customer Service Representative
Cinch Home Services
06.2016 - 04.2020
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Received inbound calls from existing contract customers on items that were covered under their contract agreement to initiate claims or follow up on existing claims.
- Responded to general inquiries.
- Described services, plans, and requirements.
- Responded to billing clarification as well as claim status questions and inquiries.
Medical Customer Service Representative
Modivcare
03.2012 - 06.2016
- Achieved daily preparation for vehicle inspections prior to travel.
- Assisted handicapped customers to safely complete transfers between van and facility.
- Reported to healthcare workers for following days' pickups and further instructions along with directions to facilities.
- Maintained professional image and attitude to positively represent transport company and help build reputation for excellent customer service.
- Shouldered responsibility for communicating with dispatch concerning incomplete pickups.
- Effectively communicated with dispatch to schedule transport progression and receive new orders.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Delivered excellent customer service, resulting in consistent 100% customer satisfaction rating.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
Education
First Aid, CPR, & AED Certification
05-2024
Associates - Healthcare Management
Ultimate Medical Academy
05.2021
Basic Manufacturing Industrial Maintenance Electrical -
East Central Community College, NCCER
Decatur, MSCertificate of Phlebotomy - undefined
Stepping Stone Career College
Louisville, MS05.2019
Diploma - undefined
Carthage Christian Academy
Carthage, MS05.2013
Skills
- Understanding Customer Needs
- Responding to Difficult Customers
- Customer Data Confidentiality
- Issue and Complaint Resolution
- Upbeat and Positive Personality
- Efficient and Detail-Oriented
- Customer Retention Strategies
- Inbound and Outbound Calling
Timeline
Lab Manager
Adventist Lodi Memorial Hospital
09.2021 - Current
Certified Phlebotomist Technician
El Centro Regional Medical Center
04.2021 - 09.2021
Certified Phlebotomist Technician
SnapNurse, Alaska
12.2020 - 04.2021
Certified Phlebotomist Technician
Baptist Medical Center East Montgomery
04.2020 - 12.2020
Customer Service Representative
Cinch Home Services
06.2016 - 04.2020
Medical Customer Service Representative
Modivcare
03.2012 - 06.2016
Certificate of Phlebotomy - undefined
Stepping Stone Career College
Diploma - undefined
Carthage Christian Academy
First Aid, CPR, & AED Certification
Associates - Healthcare Management
Ultimate Medical Academy
Basic Manufacturing Industrial Maintenance Electrical -
East Central Community College, NCCER
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