Keisha Pullen
Lafayette,LA
Summary
Hardworking Field Applications Specialist and accomplished Medical Laboratory Scientist bringing 27 yrs. of clinical testing, teaching and customer support expertise to a challenging new role. Working knowledge in Microbiology, Chemistry, Hematology, Blood Bank, Point of Care and Lab Vendor. Detail oriented, highly organized multitasker who is able to work in an autonomous work environment with excellent communication, problem-solving and process improvement skills. Able to enhance customer satisfaction through critical thinking, comprehensive technical support and training sessions tailored to each customers needs. Providing customers with excellent project management, and analytical data management skills while fostering strong client relationships to ensure high levels of retention and efficiency as a lab vendor.
Overview
15
15
years of professional experience
Work History
Field Applications Specialist
BioMerieux
Lafayette, LA
04.2023 - Current
- FAS territory coverage: State of Louisiana, 47 customer labs overseeing instrument installation, middleware/software updates and training needs.
- Exceed performance metrics by consistently meeting or surpassing KPIs related to customer satisfaction and resolution timeframes.
- Manage projects from inception to completion while maintaining budgetary constraints and adhering to strict timelines.
- Deliver personalized on-site training sessions to end-users, increasing user proficiency and reducing reliance on support services.
- Improve customer satisfaction by providing comprehensive technical support and troubleshooting for complex applications.
- Respond to customer inquiries by providing technical assistance over phone and in person.
- Streamline application installation processes for increased efficiency and reduced downtime in the field.
- Enhance product adoption with tailored training sessions, increasing client confidence in product usage.
- Collaborate with sales teams to identify and generate new business opportunities.
- Resolve customer issues through effective communication and problem-solving skills, ensuring high levels of customer retention.
- Develop a strong client/vendor relationship while becoming a trusted advisor on application and test-specific inquiries.
- Conduct regular follow-ups with clients post-implementation, ensuring continued success in achieving desired outcomes.
- Manage software and hardware upgrades and deployment of new services and products.
- Diagnose and troubleshot hardware, software and network issues.
- Configure and test new hardware, devices, and software to set up work stations for employees.
- Install, configure and maintain instrument computer systems, applications and network connections.
- Patch software and install new versions to eliminate security breaches of protected data.
Clinical Microbiology Assistant Professor
Colby Sawyer College
01.2023 - 04.2023
- Contract position for one semester.
- Facilitated a supportive learning environment with clear expectations, constructive criticism, and open communication between students and faculty members.
- Streamlined the grading process with efficient rubrics and timely feedback on assignments, improving overall workflow efficiency.
- Elevated student satisfaction rates with accessible office hours, thorough explanations of complex topics, and consistent positive reinforcement.
- Maintained an up-to-date knowledge of subject matter by attending conferences, workshops, and webinars relevant to the field of study.
- Evaluated student performance through comprehensive assessments, identifying areas of improvement and providing targeted constructive feedback for growth.
- Instructed and evaluated students in classroom in alignment with college mission by incorporating innovative teaching and learning strategies.
- Worked with dean to assess and evaluate courses and programs in appropriate discipline.
- Graded quizzes, tests, homework, and projects uploading to school database to provide students with timely academic progress information and feedback.
- Increased academic achievement by providing one-on-one mentoring and support to struggling students.
Microbiology Clinical Laboratory Scientist-CLS IV
Dartmouth-Hitchcock Medical Center
02.2019 - 04.2023
- One of three Team Lead Microbiology Technologist.
- Lead Microbiology Education Coordinator for MLS and MLT programs.
- Annually attended the national Clinical Laboratory Educators Conference. (CLEC)
- Supervised 15 staff members to coordinate needs and assessments of student's microbiology bench rotations.
- Conducted meetings with staff members and students to review needs, progress, and academic plans.
- Continuously developed improved processes and training materials as needed.
- Planned, formulated and assessed goals, policies and activities designed to implement educational objectives and performance standards.
- Continually improved knowledge, skills, and performance based on feedback and self-identified professional development needs.
- Performed moderate and high complexity lab test on multiple platforms with working experience in molecular PCR testing and plate reading from multiple types of cultures, including mycobacterium, mycology, and parasitology.
Point of Care Coordinator
Ballad Health System
10.2016 - 01.2019
- Traveled to 42 physicians' offices and urgent care's overseeing training of new clinical staff members, nursing and phlebotomists in testing process and quality control of POCT. Performed unannounced random site visits to 42 offices to review quality control logs, and documenting any deficiencies found.
- Performed QC/Qa data analysis, maintenance and patient testing in satellite reference labs located in the area cancer centers and urgent care facilities on the following instruments: Access2, AU680, AU480, Dxi, and Dxh600.
Medical Laboratory Technician
Quest Diagnostics
03.2011 - 10.2016
- Performed diagnostic testing and instrument maintenance in hematology, coagulation, urinalysis, chemistry, blood bank, serology, and microbiology; culture set up and plate reading.
Hematology Clinical Laboratory Scientist-CLS IV
Dartmouth-Hitchcock Medical Center
05.2009 - 02.2011
- CLS IV duties; Asst. Supervisor of Specials Dept.; taught Body Fluids and Urinalysis to Medical Laboratory Scientist students; assigned and resulted CAP surveys, coordinated 6 month work schedule for 22 MLS staff members. Performed diagnostic testing in hematology, coagulation, urinalysis, body fluids and processing bone marrows.
Education
Bachelor of Science - Medical Laboratory Scientist - MLS
University of Massachusetts - Dartmouth
North Dartmouth, MA01.2023
Associate of Science - Medical Laboratory Technician - MLT
East Tennessee State University
Johnson City, TN12.1996
Skills
- Patient & Customer Driven
- Vendor/Customer Relations & Technical Consulting
- Critical Thinking/Attention to Detail
- Quality Assurance
- Project Management
- Analytical, Data Management
- Supervision & Leadership
- Good Work Ethic & Dependable
- Planning/Organizing
- Self-Motivated & Goal Oriented
- LIS/Vendor support
- Clinical Trials/Research
- Scientific Writing
- CLSI & FDA Compliance
- Customer & Sales Support
- Salesforce/SharePoint/Excel/Word/PowerPoint
Timeline
Field Applications Specialist
BioMerieux
04.2023 - Current
Clinical Microbiology Assistant Professor
Colby Sawyer College
01.2023 - 04.2023
Microbiology Clinical Laboratory Scientist-CLS IV
Dartmouth-Hitchcock Medical Center
02.2019 - 04.2023
Point of Care Coordinator
Ballad Health System
10.2016 - 01.2019
Medical Laboratory Technician
Quest Diagnostics
03.2011 - 10.2016
Hematology Clinical Laboratory Scientist-CLS IV
Dartmouth-Hitchcock Medical Center
05.2009 - 02.2011
Bachelor of Science - Medical Laboratory Scientist - MLS
University of Massachusetts - Dartmouth
Associate of Science - Medical Laboratory Technician - MLT
East Tennessee State University
Leadership
- Lead educational instructor overseeing the microbiology/molecular clinical rotations of two MLS and two MLT programs at DHMC.
- Lead Technologist for AstraZeneca RSV clinical trial study.
- Two years of leadership as a member of the Hematology lead technical team at DHMC.
- Three years as the lead Point of Care Coordinator of Ballad Health/Wellmont Medical Associates.
Instrumentation Experience
- Microbiology/Molecular: Biomerieux - Vitek XL, Vitek Compact, MALDI-TOF; Biofire - Torch; Cepheid - Gene Xpert; Copan - WASP/WASP Lab; DiaSorin - Focus 3M; Dynex - DS2; Beckman Coulter - Micro scan; Hologic - Panther
- Hematology/Chemistry/Urinalysis/Coagulation and Point of Care: Abbott, Alere, Beckman-Coulter, Olympus, Roche, Sysmex and Siemens
Leadership
- Lead educational instructor overseeing the microbiology/molecular clinical rotations of two MLS and two MLT programs at DHMC.
- Five years total in leadership as a member of the Hematology lead technical team and Microbiology lead technical team at DHMC.
- Lead Technologist for AstraZeneca RSV clinical trial study at DHMC.
- Three years as the lead Point of Care Coordinator of Ballad Health/Wellmont Medical Associates.
Instrumentation Experience
- Microbiology/Molecular: Biomerieux - BACT/Alert, VIDAS 3, VIRTUO, VITEK 2 XL, VITEK Compact, MALDI-TOF; Biofire - Torch; Cepheid - Gene Xpert; Copan - WASP/WASP Lab; DiaSorin - Focus 3M; Dynex - DS2; Beckman Coulter - Micro scan; Hologic - Panther
- Hematology/Chemistry/Urinalysis/Coagulation and Point of Care: Beckman-Coulter: Access2, AU480, AU680, Dxh600, Dxi, Abbott, Alere, Olympus, Roche, Sysmex and Siemens
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