Open To Work
Mary Hines
High Point,NC
Work Preference
Summary
Dedicated professional with extensive experience in customer service and phlebotomy. Known for exceptional communication skills, adaptability, and ability to foster team accountability, driving high standards in service delivery and operational excellence.
Overview
1
1
Certification
24
24
years of professional experience
Work History
Collections Specialist III (Mobile Phlebotomist)
American Red Cross
Winston Salem, NC
01.2012 - 08.2026
- Organized and led mobile blood drives, effectively managing logistics and ensuring smooth operations.
- Achieved 100% success in collections metrics consistently each month.
- Verified donor demographics and performed physical exams, contributing to donor safety and compliance with health standards.
- Answered health-related questions regarding blood donation with clarity and professionalism.
- Exceeded customer satisfaction benchmarks through outstanding service delivery.
- Trained new staff in procedures and phlebotomy techniques, improving overall team competency and service quality.
- Provided ongoing training for promoted staff to update essential competencies.
- Led committees to promote accountability and responsibility among team members.
Certified Medical Assistant
High Point Primary Care
High Point, NC
07.2010 - 12.2011
- Administered vaccines and medications following physician directives.
- Assisted physicians and nurses with patient examinations, including vital sign measurements and medical record updates.
- Managed patient scheduling and confirmed appointments, enhancing clinic workflow and patient access.
- Prepared and maintained accurate medical records for compliance and quality assurance.
- Educated patients on treatment plans and health maintenance strategies, empowering them to make informed decisions.
- Conducted routine lab tests, processing specimens efficiently to support diagnostic efforts.
- Coordinated communication between patients and healthcare providers, ensuring timely updates and addressing patient concerns.
- Maintained cleanliness in examination rooms by stocking supplies and properly disposing of used materials.
Customer Service Representative
American Express
Greensboro, NC
01.2003 - 05.2010
- Resolved customer inquiries and issues promptly to enhance satisfaction.
- Provided timely resolution to customer complaints, ensuring satisfaction.
- Guided customers through account management and transaction processes with efficiency.
- Educated customers on billing procedures, processed payments, and established payment options efficiently.
- Educated clients on products and services to improve overall experience.
- Handled high-volume calls while ensuring professionalism and courtesy.
- Documented customer interactions accurately for future reference.
- Remained calm in stressful situations, effectively diffusing tension.
Education
Associate of Applied Science - Medical Assisting
Guilford Technical Community College
Jamestown, NC06-2010
Skills
- Blood collection techniques
- Customer service excellence
- Strong communication abilities
- Adaptability to change
- Rapid learning ability
- Interpersonal skills
- Stress management
Certification
- Certified Medical Assistant (AAMA)
Timeline
Collections Specialist III (Mobile Phlebotomist)
American Red Cross
01.2012 - 08.2026
Certified Medical Assistant
High Point Primary Care
07.2010 - 12.2011
Customer Service Representative
American Express
01.2003 - 05.2010
Associate of Applied Science - Medical Assisting
Guilford Technical Community College