Jana Brown
Hickory,NC
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
37
37
years of professional experience
Work History
In Office Phlebotomist
Quest Diagnostic Laboratories
Greensboro, NC
06.2015 - Current
- Documented information by maintaining daily logs and equipment record books.
- Operated basic laboratory equipment such as balances, pH meter, colorimeter, spectrophotometer, autoclave and evaporator.
- Performed routine lab and department maintenance to keep area clean and orderly.
- Trained over 25 new associates in laboratory procedures and standards.
- Collected and performed analytical testing on in-process product.
- Kept laboratory supplies prepared by inventorying stock, placing orders and verifying receipt.
- Supported laboratory staff with advanced troubleshooting, resolving complex problems and helping with special projects.
- Logged patient information and recorded results into system.
- Interpreted and documented results of tests into active databases and communicated results to internal customers.
- Volunteered at local community organizations, providing assistance with day-to-day operations.
- Gained extensive knowledge in data entry, analysis and reporting.
- Skilled at working independently and collaboratively in a team environment.
- Labeled transfer tubes and followed exact directions for handling and storing specimens for transport
Phlebotomy Coordinator
Spectrum-Solstas Laboratory
Greensboro, NC
03.2003 - 06.2015
- Checked 25 team members work on daily basis and coached on ways to improve performance.
- Used numerous blood collection systems to collect and assess quality samples from patients.
- Notified management of compliance and workplace safety issues from department and recommended simple solutions.
- Complied with internal SOPs and external regulations to achieve compliance, accuracy and efficiency in testing and administration of medical lab.
- Supervised 20 plus employees at multiple sites and reporting locations to maintain consistent practices across company.
- Promoted mission, vision and values of organization and trained new clinical staff in phlebotomy procedures.
Customer Service Specialist
Brown's Custom Furniture & Upholstery
Claremont, NC
06.1986 - 05.2003
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
- Resolved concerns with products or services to help with retention and drive sales.
- Answered average of 50 plus calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Described product highlights and benefits to help guide purchasing decisions.
- Collaborated with shipping department staff to facilitate smooth materials returns to correct vendors.
Education
Some College (No Degree) - Phlebotomy, CNA1,2
CVCC
HickoryAssociate of Science - Medical Laboratory Technology
Appalachian State University
Boone, NC08.2002
High School Diploma -
Newton-Conover High School
Newton, NC06.1988
Skills
- IOP Case Management
- Organization and Time Management
- Dependable and Responsible
- Good Telephone Etiquette
- Analytical and Critical Thinking
- Active Listening
- MS Office
- Decision-Making
- Excellent Communication
- Written Communication
- Planning and Coordination
- Flexible and Adaptable
- Data Entry
- Interpersonal Communication
- Tracking Specimens
- Specimen Labeling Procedures
- Specimen Collection
- Office Work
- Patient Support
- Laboratory Information System (LIS)
- OSHA Regulations
- Conduct Tests
- Staff Collaboration
- Goal Minded
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
In Office Phlebotomist
Quest Diagnostic Laboratories
06.2015 - Current
Phlebotomy Coordinator
Spectrum-Solstas Laboratory
03.2003 - 06.2015
Customer Service Specialist
Brown's Custom Furniture & Upholstery
06.1986 - 05.2003
Some College (No Degree) - Phlebotomy, CNA1,2
CVCC
Associate of Science - Medical Laboratory Technology
Appalachian State University
High School Diploma -
Newton-Conover High School
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