Marissa Eugenio
Hercules,CA
Summary
Proven Instrument Tech at AHMC Seton Medical Center, adept in problem-solving and critical thinking, significantly enhanced surgical efficiency and patient safety through meticulous sterilization and equipment maintenance. Excelled in customer service and technical support at GXS Inc., driving customer satisfaction and operational excellence. Skilled in computer proficiency and active listening, consistently achieving quality assurance controls.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Instrument Tech
AHMC Seton Medical Center
03.2012 - Current
- Collaborated with the surgical team, providing timely delivery of sterile equipment during surgeries.
- Played a crucial role in maintaining Joint Commission accreditation through adherence to best practices in sterile processing operations.
- Assisted in reducing surgical delays, swiftly addressing any issues related to missing or damaged instruments.
- Achieved consistent quality outcomes, closely following manufacturer guidelines for reprocessing reusable medical devices.
- Fostered effective communication within the team, contributing to a seamless workflow between departments involved in patient care.
- Improved patient safety by ensuring all surgical instruments were properly sterilized and assembled.
- Upheld regulatory requirements, diligently performing biological monitoring tests on sterilizers regularly.
- Ensured optimal functioning of sterilization equipment through regular maintenance checks and calibration as required.
- Reduced the risk of infection by strictly adhering to established guidelines for decontamination procedures.
- Supported operational excellence by accurately assembling instrument trays according to procedure-specific requirements.
- Assessed instruments, equipment, and containers to promote cleanliness and proper functioning.
- Provided exceptional service to healthcare providers by promptly responding to requests for additional instrumentation or supplies during surgery.
Customer Service Rep and Technical Support
GXS Inc. (formerly Inovis Inc.)
09.2000 - 01.2012
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing user experience.
- Maintained high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within case management system, ensuring comprehensive records were maintained for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
- Conducted thorough research on reported issues, identifying root causes and implementing effective fixes to prevent future problems.
- Mentored new team members on company protocols and best practices for delivering exceptional technical support services.
- Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve needs of clients.
Education
Associate of Science - Electronics Technology
Solano Community College
Suisun, CA12.1987
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Problem Resolution
- Computer Proficiency
- Client Relations
- Complaint Handling
- Documentation
- Order Processing
- Microsoft Office Suite
- Prioritization
- Technical Support
- Quality Control
- Customer Education
- Staff education and training
- Medical terminology knowledge
- Quality Assurance Controls
- Shipping and Logistics
- System implementation
- Team Communication
- Computerized tracking
- Operating Room Support
Certification
- Certified Registered Central Service Technician (CRCST), Healthcare Sterile Processing Association (HSPA), HSPA ID# 157423, 10-25-2016 to 10-31-2024
- CET - Certified Electronics Technician
Established a Faith-based Bookclub
I started a faith-based bookclub for our faith community's School of Leaders to encourage members to study and to help those with eye sight problems by reading the book to them and then discussing and reflecting on the topics after.
Languages
Tagalog
Timeline
Instrument Tech
AHMC Seton Medical Center
03.2012 - Current
Customer Service Rep and Technical Support
GXS Inc. (formerly Inovis Inc.)
09.2000 - 01.2012
Associate of Science - Electronics Technology
Solano Community College
- Certified Registered Central Service Technician (CRCST), Healthcare Sterile Processing Association (HSPA), HSPA ID# 157423, 10-25-2016 to 10-31-2024
- CET - Certified Electronics Technician
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