Demetreous Casiano
Overland Park
Summary
Results-driven Customer Care Representative with a proven track record in conflict resolution and effective communication. Expertise in managing patient information and enhancing customer satisfaction levels.
Overview
20
20
years of professional experience
Work History
Customer Care Representative 4
Quest Diagnostics
Lenexa
01.2011 - Current
- Assisted customers with inquiries regarding lab test results and services.
- Managed appointment scheduling for patients efficiently and accurately.
- Provided support to team members during high-volume call periods.
- Resolved customer complaints through effective communication and problem-solving skills.
- Educated patients about testing procedures and necessary preparations.
- Collaborated with healthcare professionals to ensure accurate patient information.
- Utilized customer service software to track interactions and follow-ups.
- Maintained patient confidentiality while handling sensitive information securely.
- Answered customer inquiries over the phone and via email.
- Resolved customer complaints promptly and professionally.
- Provided prompt, friendly, and knowledgeable service for routine inquiries and service complaints, contributing to positive customer experiences.
- Escalated unresolved issues requiring further investigation or specialized expertise.
- Participated in team meetings to discuss strategies for improving customer satisfaction levels.
- De-escalated customer issues using conflict mediation and problem-solving abilities, resulting in improved resolution outcomes.
Medical Lab Technician
Haskell Memorial Hospital
Haskell
07.2006 - 07.2011
- Conducted routine laboratory tests on patient samples for accurate diagnosis.
- Performed laboratory tests, such as blood counts, urinalysis and culture tests, to detect abnormalities in patients' samples.
- Drew blood from patients to collect samples using venipuncture and following aseptic techniques.
- Maintained and operated laboratory equipment, ensuring optimal performance for accurate test results.
- Analyzed test results and prepared reports for physicians' review.
- Ensured compliance with safety regulations and standard operating procedures.
- Collaborated with healthcare professionals to develop patient care strategies based on laboratory findings.
- Trained new staff on laboratory protocols and safety measures.
- Oversaw inventory of lab supplies, ensuring availability for uninterrupted laboratory operations.
- Assisted in quality control processes to uphold testing standards.
- Maintained accurate records of patient information and test results.
Education
Associate of Applied Science -
Tulsa Community College
Tulsa, OK05-2007
Skills
- Customer service
- Customer relations
- CRM software
- Customer software
- Healthcare teamwork
- Attention to detail
- Effective communication
- Active listening
- Conflict resolution
- Problem solving
- Time management
- Patient confidentiality
- Patience
Timeline
Customer Care Representative 4
Quest Diagnostics
01.2011 - Current
Medical Lab Technician
Haskell Memorial Hospital
07.2006 - 07.2011
Associate of Applied Science -
Tulsa Community College