Mary P. Dawe
Wauwatosa,WI
Summary
Dynamic Certified Phlebotomy Technician with a continuous learning mindset, recognized for enhancing patient comfort and safety at Aurora Medical Center. Proficient in venipuncture and infection control standards, I excel in building rapport with patients, leading to increased satisfaction and loyalty. Committed to quality control and effective specimen transportation.
Overview
11
11
years of professional experience
Work History
Certified Phlebotomy Technician
Aurora Medical Center
2023.09 - Current
- Maintained sterile environments for safe and effective sample collection, reducing contamination risks.
- Implemented infection prevention measures while conducting venipunctures or capillary punctures on diverse populations.
- Enhanced patient comfort by maintaining a calm and professional demeanor during blood draw procedures.
- Consistently followed hospital protocol for proper disposal of biohazardous waste materials, ensuring safety compliance.
- Validated blood and specimen collection orders, alerting nurses, or physicians of discrepancies between order and nursing station logs.
- Collected blood samples using vacutainer tubes, tourniquets, syringes, butterfly needles, and straight needles.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Phlebotomist Technician
Versiti Blood Center of Wisconsin
2022.07 - 2023.07
- Reduced patient anxiety through compassionate communication and expert venipuncture techniques.
- Spoke with patient to gather information for lab records, reduce fear, or anxiety and optimize cooperation.
- Continuously updated phlebotomy knowledge through professional development courses, ensuring best practices were upheld.
- Upheld HIPAA compliance through careful management of confidential patient records and lab results.
- Collected blood samples using vacutainer tubes, tourniquets, syringes, butterfly needles, and straight needles.
- Protected patients by following infection control, sharps disposal, and biohazardous waste disposal procedures.
- Packaged and shipped specimens to central lab daily.
- Stocked phlebotomy cart or carrier with appropriate supplies.
Inbound Problem Solver
Amazon
2021.07 - 2022.07
- Identified trends in inbound issues, collaborating with the team to develop proactive strategies for addressing recurring problems.
- Utilized advanced problem-solving techniques to address unique customer concerns, often finding creative solutions that exceeded expectations.
- Actively participated in ongoing training programs focused on enhancing problem-solving skills and staying current with industry trends.
- Conducted thorough research on complex issues before proposing solutions, ensuring accuracy in the information provided.
- Recognized by management for exceptional performance in maintaining high levels of customer satisfaction while meeting or exceeding productivity targets.
Customer Service Representative
Home Depot
2014.03 - 2021.06
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Responded to customer requests for products, services, and company information.
Education
High School Diploma -
Wauwatosa East High School
Wauwatosa, WI1983-01
Skills
- Continuous learning mindset
- Proper labeling techniques
- Order of draw mastery
- Quality control
- Infection control standards
- Patient safety
- Needle disposal safety
- Specimen transportation
- Pediatric phlebotomy
- Venipuncture
Timeline
Certified Phlebotomy Technician
Aurora Medical Center
2023.09 - Current
Phlebotomist Technician
Versiti Blood Center of Wisconsin
2022.07 - 2023.07
Inbound Problem Solver
Amazon
2021.07 - 2022.07
Customer Service Representative
Home Depot
2014.03 - 2021.06
High School Diploma -
Wauwatosa East High School