Keegan Hunter
Austin,Texas
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Focused customer relations professional skilled in lead generation, customer relationship development and sales. Accomplished in providing unsurpassed support to demanding customers. Offering experience in related roles, as well as passion for improving service delivery, enhancing knowledge and exceeding expectations. Knowledgeable and dedicated customer service professional with extensive experience in Medical industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
17
17
years of professional experience
Work History
Resolutions Supervisor/CSR
Vrbo
10.2022 - Current
- Resolutions Supervisor
- Led a team of customer service representatives, ensuring they met performance targets.
- Successfully resolved escalated complaints, improving customer satisfaction.
- Implemented process improvements, resulting in streamlined operations.
- Monitored interactions for quality assurance and adherence to guidelines.
- Customer Service Representative
- Managed incoming calls, addressing inquiries and resolving issues.
- Generated sales leads by understanding customer needs.
- Maintained accurate records of interactions and processed account adjustments.
- Persuaded customers to reconsider cancellations and informed them of deals.
- Enhanced customer satisfaction by efficiently resolving complex issues and implementing appropriate solutions.
- Streamlined resolution processes for quicker response times and increased customer satisfaction.
- Collaborated with cross-functional teams to develop strategies for improving issue identification and resolution.
- Reduced case backlog by prioritizing urgent matters and delegating tasks effectively.
- Increased team productivity by providing guidance, training, and support to junior staff members.
- Created comprehensive reports on resolution trends, identifying areas of improvement for future resolutions.
- Implemented new procedures that resulted in improved efficiency and effectiveness of the resolutions process.
- Negotiated mutually beneficial agreements between customers and the company, fostering long-term relationships.
- Improved communication between departments involved in the resolution process, reducing delays and increasing collaboration.
- Conducted regular reviews of customer feedback to identify recurring issues and propose potential solutions.
- Recognized as an expert in conflict resolution techniques, often consulted by colleagues on challenging cases.
- Introduced new tools that streamlined the workflow for managing resolutions, saving time and resources for the team.
- Mentored junior staff members on effective negotiation skills, resulting in higher success rates in resolving disputes.
- Consistently exceeded departmental goals related to case closures, customer satisfaction ratings, and turnaround time metrics.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
Bartender
Oakview Group
03.2022 - Current
- Increased customer satisfaction by providing excellent service and crafting high-quality cocktails.
- Reduced wait times for drinks by efficiently managing the bar area and prioritizing orders.
- Maintained a clean and organized workspace, ensuring compliance with health and safety regulations.
- Contributed to a positive work environment through effective teamwork and communication with colleagues.
- Supported special events through attentive service, adapting quickly to varying needs of guests or clients.
- Educated customers on drink options, making personalized recommendations based on preferences or dietary restrictions.
- Proactively addressed potential conflicts or disturbances among patrons, maintaining a safe atmosphere for all guests.
- Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.
- Participated in promotional events, representing the establishment positively while showcasing signature cocktails.
- Consistently met or exceeded sales targets by upselling premium products without compromising guest satisfaction.
- Handled simultaneous customer, team, and business needs while avoiding unnecessary delays or errors.
- Adhered to state laws regarding alcoholic beverage services and customer regulations.
- Upsold menu items to customers, driving up per sale revenues and maximizing profits.
- Served high customer volumes during special events, nights, and weekends.
- Followed strict recipes and drink measurements to minimize product used.
- Conducted regular inventory count to keep bar and drink supplies stocked, avoiding expensive rush orders.
- Upheld strict regulations for safe alcohol service and food safety.
CBRN Specialist
ARMY Reserves
10.2007 - 01.2023
- As CBRN specialist duties performed include assist in establishment and application of CBRN defense measures
- Provide training advice and supervision regarding proper use and maintenance procedures for CBRN equipment and operations
- Operate and perform operator maintenance CBRN identification /detection and decontamination equipment
- Train military and civilian personnel first responders on CBRN response operations.
- Maintained required level of proficiency in use of firearms.
- Designated mandatory reporter for sexual assault and responder for suicide prevention situations.
- Trained in conflict resolution among subordinates, equals and superiors.
- Enhanced team efficiency by streamlining CBRN equipment maintenance procedures and improving inventory management.
- Conducted thorough inspections of protective gear, ensuring proper fit and functionality for all personnel.
PSR II(Patient Service Representative)
Quest Diagnostics
06.2021 - 10.2022
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- As PSR, I collect and distribute specimens in laboratory; put in orders for patients lab work and anything else called of me to do (such as travel to other locations)
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- As PSR, I identify patients properly and perform venipuncture on pediatrics, young adults, adults, and geriatrics.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Trained staff on operating procedures and company services.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Laboratory Phlebotomist
Texas Oncology- Balcones
01.2020 - 05.2021
- Collect and distribute specimens in laboratory; put in orders for patients lab work and anything else asked to do (such as travel to other locations)
- As Phlebotomist, identify patients properly and perform venipuncture on young adults, adults, and geriatrics.
- Tracked collected specimens by initialing, dating and noting times of collection.
- Prepared samples for shipping and disposed of bodily fluids in proper containers.
- Processed patient specimens according to priority and documented results.
- Logged patient information and recorded results into system.
- Interpreted and documented results of tests into active databases and communicated results to internal customers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Collaborated with team members to achieve target results.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Spoke with patient to gather information for lab records, reduce fear or anxiety and optimize cooperation.
- Collected blood samples using vacutainer tubes, tourniquets, syringes, butterfly needles, and straight needles.
- Validated blood and specimen collection orders, alerting nurses or physicians of discrepancies between order and nursing station logs.
- Followed physician orders to correctly administer therapeutic phlebotomy.
- Labeled transfer tubes and followed exact directions for handling and storing specimens for transport.
- Protected patients by following infection control, sharps disposal and biohazardous waste disposal procedures.
- Completed proper sanitation and cleaning of equipment and work areas between patients.
- Used personal protective equipment correctly to protect coworkers and patients.
- Promoted mission, vision and values of organization and trained new clinical staff in phlebotomy procedures.
- Improved patient comfort by utilizing a gentle, empathetic approach during blood draw procedures.
- Enhanced laboratory efficiency by accurately labeling and organizing specimens for timely processing.
Phlebotomist/Lab Assistant
Texas Oncology Round Rock
11.2018 - 01.2020
- Collect and distribute specimens in laboratory; put in orders for patients lab work and anything else asked to do (such as travel to other locations)
- As Phlebotomist, identify patients properly and perform venipuncture on young adults, adults, and geriatrics.
- Tracked collected specimens by initialing, dating and noting times of collection.
- Prepared samples for shipping and disposed of bodily fluids in proper containers.
- Processed patient specimens according to priority and documented results.
- Logged patient information and recorded results into system.
- Interpreted and documented results of tests into active databases and communicated results to internal customers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Collaborated with team members to achieve target results.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Spoke with patient to gather information for lab records, reduce fear or anxiety and optimize cooperation.
- Collected blood samples using vacutainer tubes, tourniquets, syringes, butterfly needles, and straight needles.
- Validated blood and specimen collection orders, alerting nurses or physicians of discrepancies between order and nursing station logs.
- Followed physician orders to correctly administer therapeutic phlebotomy.
- Labeled transfer tubes and followed exact directions for handling and storing specimens for transport.
- Protected patients by following infection control, sharps disposal and biohazardous waste disposal procedures.
- Completed proper sanitation and cleaning of equipment and work areas between patients.
- Used personal protective equipment correctly to protect coworkers and patients.
- Promoted mission, vision and values of organization and trained new clinical staff in phlebotomy procedures.
Lab Accessioner/Phlebotomist
PRN, Schryver Medical
03.2016 - 01.2020
- Verify patient information by interviewing patients; recording medical history; confirming purpose of visit
- Prepare patients for examination by performing preliminary physical tests; taking blood pressure, weight, and temperature; reporting patient history summary
- Secure patient information and maintains patient confidence by completing and safeguarding medical records; completing diagnostic coding and procedure coding; keeping patient information confidential
- Maintain safe, secure, and healthy work environment by establishing and following standards and procedures; complying with legal regulations
- Keep equipment operating by following operating instructions; troubleshooting breakdowns; maintaining supplies; performing preventive maintenance; calling for repair.
- As Phlebotomist, identify patients properly and perform venipuncture on young adults, adults, and geriatrics
- As Lab Accessioner receive laboratory samples and check them for accuracy
- Ensure that labels on specimens coincide with information provided in associated file
- Check specimens for contamination before preparing them for test
- Put specimens through various stages of analysis in order to acquire accurate information
- Handle procedures such as centrifuge, serum separation and blood smears
- Prepare excess samples for storage or retesting
- Ensure that all analysis and preparation stages are documented properly
- Label prepared specimens in accordance to information provided in initial file and ensure that specimen bottles are stored with associated information files
- Manage data entry tasks associated with inputting patient specimen information in lab database
- Ensure that each process of analysis and preparation was documented in accordance to lab’s documentation guidelines
- Handle hazardous waste management activities in accordance to preset policies and protocols
- Ensure proper storage of specimens in storage area
- Document and report any issues that may have arisen during preparation process
- Handled container management in time-efficient manner
- As Phlebotomist, identify patients properly and perform venipuncture on young adults, adults, and geriatrics.
Medical Assistant/Phlebotomist
Texas Oncology Round Rock
07.2016 - 11.2018
- Directed patients to exam rooms, fielded questions and prepared for physician examinations.
- Performed clerical duties, such as word processing, data entry, answering phones and filing.
- Promoted office efficiency, coordinating charts, completing insurance forms and helping patients with diverse needs.
- Documented vital signs and health history for patients in clinic and hospital environments.
- Obtained client medical history, medication information, symptoms and allergies.
- Called and faxed pharmacies to submit prescriptions and refills.
- Collaborated with medical and administrative personnel to maintain patient-focused, engaging and compassionate environment.
- Completed clinical procedures and gathered patient data for interpretation by physician.
- Obtained all prescribed laboratory testing.
- Collected and documented patient medical information such as blood pressure and weight.
Phlebotomist/Lab Assistant
Texas Oncology Midtown
07.2013 - 03.2016
- Lab Assistant, collect and distribute specimens in laboratory; put in orders for patients lab work and anything else called of to do (such as travel to other locations)
- As Phlebotomist, identify patients properly and perform venipuncture on young adults, adults, and geriatrics.
- Prepared specimens for testing and analysis.
- Assisted with ordering supplies and equipment, calibrating instruments and preventive maintenance.
- Demonstrated competence in collecting lab samples for testing.
- Managed specimen sample handling, receiving, storage and inventory.
- Assisted with support duties such as filling products, labeling products, testing samples and taking inventory.
- Properly calibrated and adjusted malfunctioning equipment to achieve precise test results.
- Prepared samples for centrifugation, aliquoting and preserving sample integrity.
- Safely prepared reagents, compounds and lab test solutions.
- Created and updated record of all supplies and equipment to monitor inventory.
- Maintained lab by calibrating equipment and cleaning surfaces and items used.
Phlebotomist/Lab Assistant
St. Joseph Regional Health Center
08.2010 - 05.2013
- Demonstrated competence in collecting lab samples for testing.
- Prepared specimens for testing and analysis.
- Assisted with ordering supplies and equipment, calibrating instruments and preventive maintenance.
- Prepared samples for centrifugation, aliquoting and preserving sample integrity.
- Ordered supplies, obtained pricing and quotes, prepared purchase requests and maintained organized expense log.
- Logged samples correctly into computerized tracking system.
- Created and updated record of all supplies and equipment to monitor inventory.
Phlebotomist, Donor Floor Supervisor/Trainer
Westgate Biologicals, LLC, College Station
11.2008 - 08.2010
- As Phlebotomist would review donors’ charts for any errors, perform phlebotomy, and discontinue them when done
- As Donor floor Supervisor/Trainer was responsible for making schedules, rotating and organizing supplies, making sure donor floor ran as smoothly and efficiently as possible, and trained any new incoming phlebotomists.
- Labeled transfer tubes and followed exact directions for handling and storing specimens for transport
- Direct day-to-day administrative and operational functions for 25-bed facility, providing guidance and leadership to over 5-8 employees across Donor floor
Education
No Degree - General Studies
Texas A&M University
College Station, TXNo Degree - General Studies
Blinn College
Bryan, TXSkills
- Oral and written communication skills
- Great customer service
- Ability to manage and organize
- Work well under pressure
- POS systems expert
- Training development aptitude
- Professional telephone demeanor
- Strategic sales knowledge
- Creative problem solving
- Complaint resolution
- Staff education and training
Accomplishments
- Certifications: TABC Seller Food Handler
- Currently working on CompTIA Network+ & then Security+
Timeline
Resolutions Supervisor/CSR
Vrbo
10.2022 - Current
Bartender
Oakview Group
03.2022 - Current
PSR II(Patient Service Representative)
Quest Diagnostics
06.2021 - 10.2022
Laboratory Phlebotomist
Texas Oncology- Balcones
01.2020 - 05.2021
Phlebotomist/Lab Assistant
Texas Oncology Round Rock
11.2018 - 01.2020
Medical Assistant/Phlebotomist
Texas Oncology Round Rock
07.2016 - 11.2018
Lab Accessioner/Phlebotomist
PRN, Schryver Medical
03.2016 - 01.2020
Phlebotomist/Lab Assistant
Texas Oncology Midtown
07.2013 - 03.2016
Phlebotomist/Lab Assistant
St. Joseph Regional Health Center
08.2010 - 05.2013
Phlebotomist, Donor Floor Supervisor/Trainer
Westgate Biologicals, LLC, College Station
11.2008 - 08.2010
CBRN Specialist
ARMY Reserves
10.2007 - 01.2023
No Degree - General Studies
Texas A&M University
No Degree - General Studies
Blinn College
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