Courtney Zeigler

• Managed multiple projects simultaneously, prioritizing tasks and resources to ensure timely completion and high-quality deliverables.
• Collaborated with clients to gather requirements and translate business needs into actionable project plans, ensuring alignment with project objectives.
• Coordinated cross-functional teams and project workflows to maintain alignment, resolve obstacles, and support efficient execution.
• Established and maintained standard operating procedures (SOPs) to enhance consistency and minimize errors across projects.
• Analyzed and documented defects, partnering with development teams to identify issues and drive timely resolutions.
• Created and maintained project documentation, ensuring accurate and accessible information.
• Prepared and communicated project status updates and progress reports, keeping stakeholders informed of milestones, risks and outstanding items.
• Implemented process improvements to streamline workflows and enhance turnaround times for deliverables.

• Coordinated project timelines and deliverables across cross-functional teams to ensure alignment with client objectives.
• Developed and maintained project documentation, enhancing clarity and communication.
• Implemented process improvements that enhanced workflow efficiency and reduced turnaround times for deliverables.
• Collaborated with clients to gather requirements and translated them into actionable plans that addressed business needs.

Enhanced customer experiences for various client programs by collaborating with program managers and client stakeholders to ensure accurate, secure, and efficient operation of incentive and loyalty programs.

Provided comprehensive support for customer-focused programs, ensuring alignment with client needs.

• Respond to customer inquiries via phone and email with accuracy, clarity, and professionalism.
• Guide customers through program details, next steps, and resolution paths.

Oversaw claims processing and program eligibility verification to ensure compliance with guidelines.

• Review and verify eligibility using internal tools and program databases.
• Create, document, and resolve cases, including critical or escalated issues.
• Ensure incentive and loyalty payments are processed in line with program rules.

Collaborated with various teams to address issues and enhance program performance.

• Work closely with Program Managers, Supervisors, and quality teams to resolve issues and improve program outcomes.
• Communicate effectively with internal stakeholders and external customers to support timely resolutions.
• Contribute to smooth handoffs across shifts and teams to maintain continuity.

Ensured adherence to quality standards and maintained data integrity in all operations.

• Follow established quality standards, policies, procedures, and work instructions.
• Handle confidential and sensitive information—including PII—with accuracy and discretion.
• Support consistent, repeatable processes that protect customers and clients alike.

Assisted in operational activities to align program initiatives with organizational goals.

• Adapt to evolving program needs while maintaining attention to detail and service quality.
• Coordinate program logistics and ensure alignment with organizational objectives.
• Created training materials to improve staff understanding of operational processes and support program objectives.

Collaborated with program managers and client stakeholders to enhance customer experiences and ensure secure, efficient operation of incentive and loyalty programs.

• Serve as a primary point of contact for inbound and outbound customer calls.
• Respond to customer inquiries via phone and email with accuracy, clarity, and professionalism.
• Guide customers through program details, next steps, and resolution paths.

Oversaw claims processing and verified program eligibility using internal systems.

• Create, document, and resolve cases, including critical or escalated issues.

Partnered with various teams to enhance communication and streamline operations.

• Work closely with Program Managers, Supervisors, and quality teams to resolve issues and improve program outcomes.
• Communicate effectively with internal stakeholders and external customers to support timely resolutions.
• Contribute to smooth handoffs across shifts and teams to maintain continuity.

Ensured adherence to quality standards and maintained data integrity in all processes.

• Follow established quality standards, policies, procedures, and work instructions.
• Handle confidential and sensitive information—including PII—with accuracy and discretion.
• Support consistent, repeatable processes that protect customers and clients alike.

Assisted with program operations to ensure alignment with organizational goals.

• Adapt to evolving program needs while maintaining attention to detail and service quality.
• Coordinate program logistics and ensure alignment with organizational objectives.
• Created training materials to improve staff understanding of operational processes, facilitating smoother program implementation.

• Collected specimens from outpatient and inpatient laboratories and emergency room settings.
• Executed swab collection procedures for COVID-19 (anterior nasal), throat cultures, and MRSA testing.
• Trained new employees and students in phlebotomy techniques, enhancing their practical skills and confidence.
• Tracked collected specimens by initialing, dating, and noting times of collection.
• Reduced sample contamination risks through rigorous adherence to proper specimen handling techniques.
• Recorded specimen collection details by initialing, dating, and noting times, ensuring accurate tracking and compliance with lab protocols.
• Handled hazardous materials responsibly following proper waste disposal procedures to minimize environmental impact.
• Conducted EKG assessments for outpatient clients to ensure accurate cardiac monitoring.
• Provided guidance to colleagues on laboratory procedures and equipment use, fostering a collaborative and informed work environment.

• Performed venipuncture and capillary punctures with precision to collect blood samples from outpatient and inpatient laboratories
• Managed hazardous materials following waste disposal procedures, ensuring compliance and environmental safety.
• Ensured accurate labeling and documentation of specimens for laboratory processing.
• Enhanced patient experience through compassionate care and communication during blood draw procedures.
• Handled hazardous materials responsibly following proper waste disposal procedures to minimize environmental impact.
• Coordinated with healthcare teams to streamline patient care processes and improve service delivery.
• Provided compassionate care and clear communication during blood draws, improving patient comfort and trust.

• Multitasked effectively, managing multiple tables and orders to ensure timely service delivery.
• Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
• Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
• Collaborated with team members to consistently provide efficient service during peak hours.
• Managed food and beverage orders efficiently, adhering to restaurant standards for quality and presentation.
• Collaborated with kitchen staff to streamline order delivery and minimize wait times during peak hours.
• Trained new team members on menu items and service protocols, improving onboarding process for operational efficiency.
• Resolved customer complaints, enhancing dining atmosphere and promoting customer loyalty.
• Operated cash registers to process customer transactions efficiently.

• PCT is accredited through The National Center for Competency Testing (NCCT). In addition, the following organizations also certify PCT's courses:
• National Healthcareer Association (NHA)
• American Medical Certification Association (AMCA)
• National Association for Phlebotomy Technician Professionals (NAPTP)
• National Healthcareer Association NHAnow.com