Cathy R. Eley

• Enhanced patient experience through compassionate care and communication during over 100 blood draw procedures.
• Labeled transfer tubes and followed the exact directions for handling and storing specimens for transport.
• Maintained high accuracy in labeling and tracking specimens, ensuring proper testing and timely results.
• Centrifuged blood samples were analyzed as outlined in clinical protocols.
• Established and maintained positive working relationships with patients, staff, and clinical personnel to build trust and camaraderie.
• Assembled tourniquets, needles, and blood collection devices to prepare work trays.
• Ensured uninterrupted service by properly maintaining phlebotomy equipment, including centrifuges, needles, and tourniquets.

*Coordinated logistics and budget tracking for community events, including annual sports camps and drives.

• *Liaised with stakeholders and local agencies to secure permits and maintain community relationships.
• *Directed a team of 5 and supervised up to 20 volunteers, ensuring project timelines and goals were met.
• *Managed public appearances, travel, inventory, and communications for executives.
• *Monitored advertising budgets and vendor services to ensure cost efficiency.

• Managed 70+ daily inbound customer calls to resolve account discrepancies and improve satisfaction.
• *Used Empowerment system for outbound calling to achieve customer retention and recovery goals.
• *Delivered solutions such as replacements and refunds, reducing churn and revenue loss.

*Resolved escalated and delinquent account issues through research and communication.

*Maintained account accuracy and ensured compliance with internal policies and guidelines.

*Collaborated with team leads to troubleshoot complex issues beyond standard protocols.

*Supported a team of 50+ reps; led daily briefings and tracked service level metrics.

*Investigated U.S. and Canadian merchant account issues; produced weekly performance reports.

*Analyzed data for merchant accuracy and troubleshooting; used systems including Oracle, Westlake, and Nets.

*Oversaw technical issues related to POS terminals and performed transaction research and reconciliations.

*Handled high-volume calls; clarified benefits and responded to EOB inquiries.

*Completed and tracked special member projects and handled fax and written requests.

*Managed calls and written communication regarding insurance benefits and claims.

*Explained policy details to clients and ensured data integrity in all communications.

*Delivered GPS-based emergency roadside assistance through web-based dispatch systems.

*Provided support with empathy and clarity during time-sensitive or dangerous situations.