Dametra Wallace
Oklahoma City
Summary
Knowledgeable Phlebotomy Supervisor with comprehensive background in overseeing phlebotomy operations and ensuring compliance with medical standards. Managed teams to achieve high efficiency and accuracy in blood collection processes. Demonstrated expertise in staff training and quality control.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Phlebotomy Supervisor
Quest Diagnostics
Oklahoma City, OK
02.2016 - 02.2026
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Developed and implemented group activities to promote team building and collaboration.
- Managed resources and delegated tasks to ensure timely completion of projects.
- Provided assistance with conflict resolution among team members.
- Maintained a high level of communication between group members and other departments.
- Conducted regular performance reviews with team members, providing constructive criticism when necessary.
- Assisted with onboarding new employees into the organization's culture, policies, and practices.
- Directed and coordinated the work of phlebotomists to ensure efficient department operations.
- Provided training, mentoring and coaching to new team members in order to ensure compliance with established policies and procedures.
- Assisted with the scheduling of personnel to meet staffing requirements.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Performed venipuncture and skin puncture on patients of all ages.
- Obtained specimens from adults, children, and infants for laboratory tests.
- Collected blood samples in a safe and sanitary manner according to established procedures.
- Prepared paperwork for laboratory orders, including appropriate coding.
- Developed and implemented safety protocols for the site.
- Created daily reports detailing progress of tasks and activities at the site.
- Resolved issues between employees as needed.
- Managed inventory tracking systems to ensure accurate record keeping.
Turbotax Live Agent
Intuit
12.2023 - 03.2025
- Delivered exceptional customer service by resolving complex inquiries and providing tailored solutions.
- Utilized CRM systems to track interactions, ensuring accurate documentation and follow-up on client needs.
- Analyzed customer feedback to identify trends, contributing to product improvement initiatives and enhanced user experience.
- Collaborated with cross-functional teams to streamline processes, driving efficiency in service delivery workflows.
- Identified opportunities for upselling services during customer interactions, increasing overall client satisfaction and loyalty.
- Informed clients of policies and procedures.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
Medical Assistant/Phlebotomy Trainer/OSHA, CLIA
Baylor Family Medicine at Flower Mound
Flower Mound, TX
01.2007 - 01.2016
- Prepared laboratory specimens for analysis and organized lab results for review by the physician.
- Maintained accurate medical records through filing, charting, transcription and data entry into electronic health record system.
- Answered phones, scheduled appointments and managed patient flow while greeting visitors in a professional manner.
- Administered injections, medications and treatments as directed by the physician.
- Assisted physicians with patient care by taking vital signs, patient histories and preparing patients for examinations.
Education
Certified Medical Assistant - Medical Assistant
Hi-Tech Institute
Irving, TX10-2004
High School Diploma -
Lewisville High School
Lewisville, TX05-1998
Skills
- Customer Relations
- Teamwork and Collaboration
- PPE use
- Team building
- Leadership
- Dependable and Responsible
- Team Management
- Multitasking
- Friendly, Positive Attitude
- Training & Development
- Venipuncture
- Adaptable problem-solving
- Sample and specimen collection
- Team leadership
- Specimen labeling procedures
- Employee training and development
- Patient confidentiality
- Professionalism and ethics
- Motivational skills
- Reporting skills
- Employee motivation
- Infection control
- Venipuncture expertise
- Medical terminology
- Inventory control management
- Staff training
- Recording data
- Record keeping accuracy
- Staff development
- Performance improvements
- Health education
- Diagnostic testing
- Safety protocol enforcement
- Employee performance reviews
- Conflict resolution strategies
- Continuous process improvement
- Interdepartmental communication
- Reporting requirements
- Time management proficiency
- Specimen collection techniques
- Performance evaluation management
- Infection control procedures
- Department leadership
- Patient care
- HIPAA compliance
- Health and safety
- Data entry
- HIPAA
- Staff management
- Patient preparation
- Paperwork processing
- Specimen preparation
- Patient assessment
- Medical office administration
- Medical testing
- Communication
- Specimen collection and storage
- Sanitation and sterilization
- Sample labeling
- Venipuncture and capillary puncture
- Anatomy and physiology
- On-site testing
- Blood collection
- Proper labeling
- Teamwork
- Teamwork and collaboration
- Customer service
- Time management
Accomplishments
I was one of the hand picked coaching trainers, due to my attention to detail and love of training and teaching. I was also chosen to sit on PAC, Patient Advocacy Committee in 2019.
Affiliations
I started out at Quest Diagnostics as a Site Lead, for 1 1/2 years, Then I became a Float for 2 1/2 years and have now been a group lead for 2 years. I was also chosen as a coaching trainer for Quest Diagnostics. I was also a member of PAC 2019. I have setup new offices at Quest Diagnostics. I was the OSHA and CLIA Liason for Baylor Scott and White. I was also a part of EHR pilots while working for BSW.
Certification
- NPCE Certified
- NRCMA Certified
- CPR Certified
Timeline
Turbotax Live Agent
Intuit
12.2023 - 03.2025
Phlebotomy Supervisor
Quest Diagnostics
02.2016 - 02.2026
Medical Assistant/Phlebotomy Trainer/OSHA, CLIA
Baylor Family Medicine at Flower Mound
01.2007 - 01.2016
High School Diploma -
Lewisville High School
Certified Medical Assistant - Medical Assistant
Hi-Tech Institute
References
References available upon request.
Education and Training
other,other