Keiandra Washington
Phlebotomist
Louisville,Kentucky
Summary
Customer-focused Representative with a proven capacity to troubleshoot issues to ensure customer satisfaction. Customer Service Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty. Call Center-Representative versed in customer support in high call volume environments and working with medical insurance and personal accounts. Superior computer skills and telephone etiquette. Care-focused Phlebotomist bringing almost three year background in laboratory settings. Accomplished at easing patient anxieties and hitting veins on first attempts. Experienced in skin puncture draws utilizing varied needle gauges and collection techniques tailored to patient need.
Overview
8
8
years of professional experience
Work History
Phlebotomist
Uofl Health
Louisville, KY
01.2022 - Current
- Stocked phlebotomy cart or carrier with appropriate supplies.
- Tracked collected specimens by initialing, dating, and noting times of collection.
- Organized daily work based on collection priority.
- Packaged and shipped specimens to central lab daily.
- Used personal protective equipment correctly to protect coworkers and patients.
- Conducted venipuncture and other CT procedures.
- Completed proper sanitation and cleaning of equipment and work areas between patients.
- Centrifuged blood samples as outlined in clinical protocols.
- Monitored patients for reactions and verified sample quality.
- Labeled transfer tubes and followed exact directions for handling and storing specimens for transport.
- Reviewed patient records for accuracy and completeness.
- Assembled tourniquets, needles, and blood collection devices to prepare work trays.
- Established and maintained positive working relationships with patients, staff and clinical personnel to build trust and camaraderie.
- Collected blood samples using vacutainer tubes, tourniquets, syringes, butterfly needles, and straight needles.
Phlebotomist
Octapharma Plasma
Louisville, KY
11.2019 - 12.2021
- Stocked phlebotomy cart or carrier with appropriate supplies.
- Tracked collected specimens by initialing, dating, and noting times of collection.
- Organized daily work based on collection priority.
- Packaged and shipped specimens to central lab daily.
Call representative
Adecco
Louisville, KY
11.2018 - 09.2019
- Assisted with stocks, claims and settlements.
- Updated customer records in CRM to document interactions.
- Attended training to stay up to date with new products and service offerings.
- Escalated complex matters to management to request information or appropriate action to resolve.
- Developed understanding of client's business and supported procedures and adherence to service agreements.
- Leveraged scripts and other resources to answer questions and direct to appropriate resources.
- Recognized and documented trends in customer calls to facilitate process improvements.
- Maintained contact with customers to request referrals.
- Answered inbound customer service calls to assist with questions, concerns or problems.
- Promptly responded to inquiries and requests from prospective customers.
- Investigated and resolved customer inquiries and complaints quickly.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Evaluated customer relationships to streamline operational efficiencies resulting in highest quality of service.
Bank Representative
Teleperformance
Louisville, KY
11.2017 - 10.2018
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Made reasonable procedure exceptions to accommodate unusual customer requests
- Provided accurate and appropriate information in response to customer inquiries
- Demonstrated mastery of customer service call script within specified timeframes
- Maintained up-to-date records at all times
- Developed effective relationships with all call center departments through clear communication
- Ran reports and supplied data to fulfill customer report requirements
- Worked with upper management to ensure appropriate changes were made to improve customer satisfaction
- Built customer loyalty by placing follow-up calls for customers who reported product issues
- Formulated and enforced Service Center policies, procedures and quality assurance measures
- Led the selection and implementation of a new phone system
- Made payments and banking transfers
- Worked with banking accounts, debits and credit cards
- Evaluated client financial positions and identified most appropriate banking products.
- Opened, closed, and updated accounts for customers.
- Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products, and services.
- Provided advice on different bank products and financial options.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Investigated customer inquiries and resolved discrepancies in helpful and timely manner.
Benefit verification specialist
Lash Group
Louisville, KY
01.2016 - 12.2017
- Call providers to verify insurance for a specific drug
- Create Blurbs/Notes Complete information by moving patient information into computer system Assist with out bound calls.
- Checked employees' benefits enrollment for accuracy and inputted all data into Software.
- Trained new team members in policies and procedures and offered insight into best ways to manage job tasks and duties.
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
Education
High school - undefined
Atherton high school
Louisville, KYPhlebotomy Certificate - Phlebotomy
Kentucky school of phlebotomy
Louisville, KY 12.2018 - 02.2019
Skills
Customer service, Microsoft office, Excel, Customer care, Scheduling, Phlebotomy
Patient confidentiality
Venipuncture
Medical office administration
Blood specimen storage
Medical records review
Patient confidentiality
Time management
Sample and specimen collection
Quality control guidelines
Staff Management
Data Entry
Timeline
Phlebotomist
Uofl Health
01.2022 - Current
Phlebotomist
Octapharma Plasma
11.2019 - 12.2021
Phlebotomy Certificate - Phlebotomy
Kentucky school of phlebotomy
12.2018 - 02.2019
Call representative
Adecco
11.2018 - 09.2019
Bank Representative
Teleperformance
11.2017 - 10.2018
Benefit verification specialist
Lash Group
01.2016 - 12.2017
High school - undefined
Atherton high school