Latoya Brown
Southfield,MI
Summary
Dedicated professional in customer service and quality assurance, adept at managing high call volumes while ensuring compliance with safety protocols. Committed to delivering efficient solutions and maintaining customer satisfaction through effective communication and problem-solving. Recognized for reliability and a proactive approach to achieving organizational goals.
Overview
1
1
Certification
21
21
years of professional experience
Work History
Specimen Processor
LabCorp
Troy, MI
06.2026 - Current
- Processed biological specimens, ensuring accuracy for testing and analysis.
- Processed specimens and prepared them for testing according to established procedures.
- Reviewed processed specimens for accuracy, safeguarding reliability of results released to clinical setting.
- Met quality control standards by examining specimens for adequacy and appropriateness.
- Ensured compliance with safety protocols and quality control standards consistently.
- Documented specimen information in the laboratory information management system.
- Unloaded, unpacked and routed incoming specimens by type to different staging areas for further processing.
- Maintained a clean work environment by adhering to infection control guidelines.
- Utilized personal protective equipment while handling biohazardous material safely and securely at all times.
- Verified patient information against medical records before releasing test results from the laboratory system.
Customer Service Representative
LabCorp
Grosse Pointe, Michigan
02.2025 - 06.2026
- Managed high call volume from inpatient and outpatient sources while delivering exceptional customer service.
- Responded to customer inquiries regarding products, services, and company information.
- Faxed urgent test results to primary care providers, supporting immediate clinical decision-making.
- Reviewed alert values and notified primary care providers of critical findings, ensuring prompt patient care.
- Sent test results to physicians to physicians, facilitating timely patient follow-up.
- Added additional tests to existing lab samples using Meditech and Periscope systems.
- Performed label reprints for patient samples within hospital settings.
Quality Assurance Technician
Octapharma Plasma
05.2023 - 10.2024
- Tracked and analyzed quality key performance indicators to inform quality assurance strategies.
- Maintained adherence to standard operating procedures to guarantee quality and safety.
- Reviewed collection exceptions to ensure compliance and completeness.
- Analyzed data to identify trends within the center's operations.
- Verified all applicable donor samples for shipment.
- Coordinated and performed Product Shipment.
- 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
- Directed and monitored processes and ensures center compliance with all applicable state, federal, and company-designated regulations.
- Executed processes, regulations, and SOPs for quality control and overall regulatory compliance, making independent decisions and modifications.
- Oversaw audit processes to maintain regulatory compliance and enhance operational quality.
- Handled documentation and response preparation to effectively address audit inquiries.
- Collaborated with Center Managers to ensure product quality, donor suitability and donor safety.
- Ensured that Standard Operating Procedures (SOPs) are properly interpreted, implemented in a timely fashion, and that the staff performs according to all SOPs.
- Also included implementation of corrective and preventative action, assessment of corrective and preventative actions and follow-up as required.
- Assessed and improved effectiveness of quality systems in donor center by recognizing trends, investigating procedural failures, observing employees, and reviewing center documents.
- Managed personnel functions for Quality Associate(s), directing work assignments, overseeing hiring, training, and development, and ensuring compliance with personnel records and scheduling.
- Managed product and biohazard waste shipments, confirming compliance with regulatory specifications and product release requirements, maintaining accurate labeling and documentation, and approving final shipments.
- Performed a review of the documentation of unsuitable test results and the disposition of the associated results.
- Worked 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.
- Documented, investigated, and performed root cause analysis for deviations and customer complaints, focusing on donor safety and product quality.
Quality Associate
Grifols
06.2016 - 11.2021
- Ensured that all applicable logs met requirements for FDA, COLA, and PPTA.
- Conducted daily chart reviews for record files and applicable logs, ensuring compliance with quality controls of equipment.
- Completed quality assurance release for Stericycle products.
- Managed and completed deviations in Trackwise.
- Assisted with external audits by hosting sessions and retrieving records for internal and external evaluations.
- Observed employees to ensure compliance with quality standards.
- Reviewed 14-day SPE and physical reviews to maintain quality standards.
- Packed and prepared sample and Product Shipment.
Lead Donor Center Technician
Grifols
01.2006 - 06.2016
- Supervised staff, conducted daily quality controls for equipment, entered donor vitals data, and performed finger pokes to assess donor hematocrit and protein levels.
- Delivered exceptional customer service to donors while managing clerical duties, including answering phones and greeting donors.
- Maintained equipment operational standards through regular calibration and accuracy checks.
Education
Bachelor of Science - Health Care Administration
Purdue University Global
Lafayette, IN04-2021
Skills
- Lab information management
- Specimen management
- Document accuracy
- Safety compliance
- Regulatory compliance
- Quality standards
- Hazardous handling
- Biohazard management
- Specimen storage
- Sample prep
- Pipetting skills
- Inventory management
- Problem-solving
- Analytical skills
- Detail orientation
- Team collaboration
- Active listening
- Microsoft PowerPoint
- Specimen storage
- Analytical skills
Certification
Driver's License, 02/01/24, 01/01/27
Personal Information
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
Timeline
Specimen Processor
LabCorp
06.2026 - Current
Customer Service Representative
LabCorp
02.2025 - 06.2026
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