Latoya Brown
Southfield,MI
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Customer Service Representative
LabCorp
02.2024 - Current
- Answering high volume calls from inpatient and outpatient calls providing great customer service.
- Faxing STAT and URGENT Test Results to the patient PCP.
- Reviewing and calling patient's PCP to report Alert Values.
- Adding additional test to existing samples in the lab in Meditech and Periscope systems.
- Performing label reprints for patient's samples from inside the hospital.
- Mailing Physician's completed test results for patients
- Responded to customer requests for products, services, and company information.
Quality Assurance Technician
Octapharma Plasma
05.2023 - 10.2024
- Ensuring to be in compliant with SOP
- Reviewing Collection Exceptions for completion
- Reviewing all applicable Physicals for Applicant and Return Donors
- Tracking and Trending QKPI Reports
- Identifying center Trends
- Verifying all applicable donor samples for shipment
- Coordinate and perform Product Shipment
- Performing Performance Observations
- Experience with handling Internal, External Audits
- Contributed to continuous improvement initiatives by actively participating in regular team meetings and sharing insights about potential areas of improvement.
Center Quality Manager
Grifols
11.2021 - 05.2023
- Independent level of quality inspection and control - ensures center compliance with quality standards and regulations
- Collaborates with Center Managers to ensure product quality, donor suitability and donor safety
- Directs and monitors processes and ensures center compliance with all applicable state, federal, and company-designated regulations
- Ensures that Standard Operating Procedures (SOPs) are properly interpreted, implemented in a timely fashion, and that the staff performs according to all SOPs
- Interprets and implements processes, regulations and SOPs for quality control and overall regulatory compliance, making independent decisions and modifications as required
- Oversight of all aspects of internal and external audits including execution (if applicable)
- This includes documentation, review of and preparation of the response
- Also includes implementation of corrective and preventative action, assessment of corrective and preventative actions and follow-up as required
- Continuously assesses, promotes, and improves the effectiveness of the quality systems in the donor center through recognition of trends, investigation of failures in the execution of procedures, direct employee observation and review of center documents
- Responsible for the personnel functions of the Quality Associate(s); including direction, assignment of work, hiring, development and training, disciplinary actions, termination, maintenance of all personnel records, management of work schedule and delegation/follow-up of tasks
- Oversees product and biohazard waste shipments: Ensures shipments meet regulatory specifications and product release requirements; ensures accurate labeling and documentation; and, authorizes final shipment
- Performs a review of the documentation of unsuitable test results and the disposition of the associated results
- Works in collaboration with the Center Manager to develop the staff's knowledge of their job function and how their performance relates to the end product and patient
- Documents, investigates, and performs root cause analysis for deviations and customer complaints, specifically in how they relate to the safety of the donor and the quality of the product
Quality Associate
Grifols
06.2016 - 11.2021
- Perform daily chart review for record files, reviewed of all applicable logs, review of daily quality controls of equipment
- Ensure that all applicable logs met Requirement for FDA, COLA, and PPTA
- Help with external audits, such as hosting audits, and pulling records for internal and external audits
Lead Donor Center Technician
Grifols
01.2006 - 06.2016
- Supervised staff, performed daily quality controls for equipment, performed data entry for donor vitals, performed finger pokes to determine donor's hematocrit and protein
- Provided great customer service to donor's performed clerical duties including answer phones and greeting donors
- Calibrated equipment for accuracy and performance
Education
Bachelor of Science - Health Care Administration
Purdue University Global
Lafayette, IN04.2021
Skills
- Leadership
- Computer Skills
- Customer Service
- Fast Learner
- Communication
- Conflict Resolution
- Teamwork
- Calibration
- Documentation Review
- Quality Management
- Internal Audits
- Root Cause Analysis
- Laboratory Experience
- Organizational skills
- Typing
- Communication skills
- Supervising experience
- Vital signs
- Quality control
- Quality systems
- Quality Audits
- CGMP
- Quality Inspection
- Quality assurance
- Microsoft Office
- Healthcare management
- Microsoft Word
- Manufacturing
- Analysis skills
- FDA regulations
- Conflict management
- Clerical experience
- EHS
- Microsoft Powerpoint
- Time management
- Employee evaluation
- Team management
- Mentoring
- Active listening
- Data entry
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Microsoft Excel
- Microsoft outlook
- Microsoft PowerPoint
Certification
Driver's License, 02/01/24, 01/01/27
Personal Information
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
Timeline
Customer Service Representative
LabCorp
02.2024 - Current
Quality Assurance Technician
Octapharma Plasma
05.2023 - 10.2024
Center Quality Manager
Grifols
11.2021 - 05.2023
Quality Associate
Grifols
06.2016 - 11.2021
Lead Donor Center Technician
Grifols
01.2006 - 06.2016
Bachelor of Science - Health Care Administration
Purdue University Global
Similar Profiles
Natasha MonroeNatasha Monroe
Revenue Analyst II at LabCorpRevenue Analyst II at LabCorp
Sarah MolalegneSarah Molalegne
Phlebotomist at LabCorpPhlebotomist at LabCorp
Fjona BakollariFjona Bakollari
Phlebotomy Intern at LabCorpPhlebotomy Intern at LabCorp
De’Andra CheeksDe’Andra Cheeks
Forklift Operator at LabCorpForklift Operator at LabCorp
Jonathan WonchJonathan Wonch
Assistant Manager at Uncle Eds Oil ShoppeAssistant Manager at Uncle Eds Oil Shoppe