Linnea Mcduffy
Lakeland,FL
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
18
18
years of professional experience
1
1
year of post-secondary education
Work History
Customer Service Representative
GEICO, Government Employees Insurance
Lakeland, Florida
07.2025 - Current
- Assisted customers with inquiries about policies and claims.
- Resolved customer issues through effective communication and problem-solving.
- Educated clients on coverage options and benefits available to them.
- Handled high-volume calls while maintaining professionalism and patience.
- Processed policy changes and updates accurately in the system.
- Documented customer interactions in compliance with company protocols.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Developed strong relationships with customers by providing personalized assistance and support.
Pre-Analytical Supervisor
Lakeland Regional Health
Lakeland, FL
10.2022 - 07.2025
- Supervised daily operations of patient care teams and service delivery protocols.
- Coordinated staff schedules and managed workflow to optimize team efficiency.
- Trained new employees on safety procedures and best practices in healthcare settings.
- Facilitated communication between departments to streamline patient services and information flow.
- Implemented quality assurance measures to uphold high standards in patient care.
- Monitored compliance with healthcare regulations and internal policies for safety standards.
- Conducted performance evaluations to provide feedback and support professional development.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Directed and supervised team of 35 employees in daily operations.
- Monitored employee productivity to provide constructive feedback and coaching.
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
- Collaborated with other departments to coordinate workflow processes between teams.
- Ensured compliance with workplace safety regulations by providing training sessions for all staff members.
- Tracked progress on projects and provided timely feedback to staff members.
- Created new strategies for improving customer service standards within the organization.
- Trained new employees on company policies and procedures.
Lab Support Supervisor
AdventHealth Zephyrhills
Zephyrhills, Florida
10.2018 - 10.2022
- Supervised daily operations of support staff in a healthcare environment.
- Coordinated staff schedules to ensure adequate coverage and efficiency.
- Trained new employees on policies and procedures for patient care support.
- Managed inventory of supplies and equipment for operational readiness.
- Assisted in implementing process improvements for team workflows.
- Developed training materials to enhance staff knowledge and performance.
- Resolved conflicts among team members to maintain a positive work environment.
- Collaborated with management to uphold quality standards in patient support services.
- Supervised and evaluated performance of Support staff, providing training and feedback as necessary.
- Reviewed performance metrics regularly to measure success against goals set by management.
- Maintained detailed records of daily operations, including employee attendance, work schedules, customer inquiries and resolutions.
- Conducted regular meetings with Support team to ensure effective communication and collaboration between teams.
- Performed quality assurance checks on completed tasks before submitting them for approval.
- Ensured compliance with company policies and procedures regarding customer service protocols.
- Managed day-to-day operations of the Support department, coordinating workload among employees.
- Provided on-the-job coaching and guidance to support staff members as needed.
- Created weekly schedules for team members and enforced timely shift start and end times.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Discussed job performance problems with employees, identifying causes and issues to find solutions.
- Reviewed employees' work to check adherence to quality standards and proper procedures.
- Recruited, interviewed and selected employees to fill vacant roles.
Area Phlebotomy Supervisor
American Health Associates Inc.
Tampa, Florida
12.2007 - 08.2018
- Oversaw daily phlebotomy operations and ensured compliance with safety protocols.
- Trained and mentored staff on blood collection techniques and procedures.
- Coordinated scheduling of phlebotomists to optimize workflow efficiency.
- Maintained accurate records of specimen collection and processing activities.
- Implemented quality control measures to uphold testing accuracy and reliability.
- Conducted performance evaluations for team members to enhance skills development.
- Collaborated with healthcare providers to address patient concerns regarding procedures.
- Managed inventory of supplies and ordered materials as needed for operations.
- Trained and supervised phlebotomists and lab assistants.
- Obtained blood specimens through venipunctures and fingersticks.
- Developed schedules for orders, draws and processing of blood samples.
- Directed activities of phlebotomy department.
- Communicated with professionals concerning tests falling outside normal ranges.
- Enforced isolation procedures to maintain specimen integrity.
- Implemented state certification for phlebotomists and lab assistants by required deadlines.
- Answered special calls promptly to deliver exceptional service.
- Performed evaluations of lab personnel and implemented corrective action where necessary.
- Collected therapeutic drug monitoring assays in collaboration with nursing personnel.
- Evaluated employee skill and quality of care against performance benchmarks.
- Coordinated workflow between lab technicians and other departments in order to ensure efficient processing of specimens.
- Implemented new technologies into the laboratory processes as needed.
- Maintained a clean work environment by enforcing safety policies and adhering to OSHA guidelines.
- Managed staffing and scheduling of phlebotomy lab personnel.
- Performed administrative duties such as preparing reports, tracking employee hours and maintaining records of patient visits.
- Conducted regular staff meetings to discuss performance issues and provide guidance on best practices.
- Adhered to facility and legal requirements for standards of care and operations.
- Monitored laboratory productivity standards, providing feedback when necessary to ensure optimal performance levels are achieved.
- Reviewed patient records for completeness prior to testing or drawing specimens from patients.
- Participated in continuing education programs related to phlebotomy best practices.
- Provided support during emergency situations involving blood draws or specimen collections.
- Provided training for new employees on safety protocols, specimen collection techniques, proper documentation methods and HIPAA requirements.
- Located veins suitable for puncture to draw blood using sterilized needles, vials and other equipment.
- Maintained fully-stocked phlebotomy cart, carrier and station.
- Delivered quality patient care by completing accurate and timely collection and transport of clinical specimens according to established procedures.
- Promoted blood specimen integrity for laboratory testing using accurate selection of collection tubes and correct technique.
- Handled special collection procedures, including therapeutic phlebotomy and drug testing.
- Maintained patient comfort and safety throughout the phlebotomy process.
- Managed inventory of phlebotomy supplies and reordered stock as necessary.
Education
Concorde Career Institute
Tampa, Florida 09.1991 - 05.1992
Some College (No Degree) - Nursing
Keiser University
Lakeland, FLSkills
- Customer Service
- Policy education
- Customer relations
- Issue resolution
- Recruitment
- Training education
References
References available upon request.
Timeline
Customer Service Representative
GEICO, Government Employees Insurance
07.2025 - Current
Pre-Analytical Supervisor
Lakeland Regional Health
10.2022 - 07.2025
Lab Support Supervisor
AdventHealth Zephyrhills
10.2018 - 10.2022
Area Phlebotomy Supervisor
American Health Associates Inc.
12.2007 - 08.2018
Concorde Career Institute
09.1991 - 05.1992
Some College (No Degree) - Nursing
Keiser University