Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Katrina Abney

Niagara Falls,NY

Summary

Dynamic professional with a proven track record, excelling in customer satisfaction through innovative problem resolution and effective communication. Skilled in task management and data confidentiality. I foster collaborative environments while training new team members, ensuring high-quality service delivery and operational efficiency.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Direct Support Assistant

WNY DDSO
11.2024 - Current
  • Assisted individuals with daily living activities to promote independence and enhance quality of life.
  • Collaborated with multidisciplinary teams to develop individualized service plans for clients.
  • Provided emotional support to clients, fostering trust and encouraging positive relationships.
  • Monitored client progress, reporting observations to ensure consistent care and support.
  • Maintained accurate documentation of services provided, ensuring compliance with agency standards.
  • Helped with home management tasks, meal preparation, grocery shopping, and routine cleaning.

Customer Service Representative II

Thermo Fisher Scientific Inc.
06.2021 - 09.2024
  • Resolved customer inquiries effectively through various communication channels, enhancing overall satisfaction.
  • Collaborated with cross-functional teams to streamline order processing and improve service delivery times.
  • Managed product returns and exchanges efficiently, ensuring compliance with company policies and procedures.
  • Trained new team members on customer service protocols, fostering a supportive learning environment.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Responded to customer requests for products, services, and company information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.

Production Technician

GM
02.2019 - 05.2021
  • Operated production machinery to ensure efficient workflow and product quality.
  • Conducted routine equipment inspections, identifying and resolving minor issues proactively.
  • Collaborated with team members to streamline assembly processes and reduce downtime.
  • Maintained accurate records of production output and inventory levels for management review.
  • Trained new team members on equipment operation, safety protocols, and company policies, fostering a skilled workforce.
  • Monitored compliance with safety regulations, fostering a safe working environment for all employees.

Certified Medical Assistant

NFMMC
11.2015 - 12.2018
  • Administered patient assessments and collected vital signs to ensure accurate health monitoring.
  • Assisted in developing and implementing patient care plans to enhance overall treatment effectiveness.
  • Coordinated patient appointments, managing schedules efficiently to optimize clinic workflow.
  • Maintained electronic health record systems, ensuring compliance with privacy regulations and accuracy of information.
  • Trained and mentored new medical assistants, fostering a collaborative team environment focused on quality care.
  • Collaborated with healthcare providers to coordinate referrals and follow-up care, improving patient continuity of care.
  • Called and faxed pharmacies to submit prescriptions and refills.
  • Provided compassionate care for patients, addressing their concerns and ensuring a positive experience.

Education

No Degree - Pharmacy Technician

Buffalo Center For Arts And Technology
Buffalo, NY
04-2015

Skills

  • Effective patience
  • Engaged learning
  • Innovative problem resolution
  • Perseverance
  • Data confidentiality
  • Proficient in task management
  • Efficient time management
  • Analytical problem-solving

Accomplishments

  • Supervised team of 6 staff members.
  • Collaborated with team of 12 in the development of safety policy and regulations.
  • Achieved Honor Society induction by completing ChPT certification with accuracy and efficiency.
  • Documented and resolved customer complaints which led to customer relation certification.

Certification

ChPT- May 2015

Timeline

Direct Support Assistant

WNY DDSO
11.2024 - Current

Customer Service Representative II

Thermo Fisher Scientific Inc.
06.2021 - 09.2024

Production Technician

GM
02.2019 - 05.2021

Certified Medical Assistant

NFMMC
11.2015 - 12.2018

No Degree - Pharmacy Technician

Buffalo Center For Arts And Technology

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Katrina Abney