Melissa Phillips
Training Specialist
Salem,OR
Friendship is unnecessary, like philosophy, like art... It has no survival value; rather it is one of those things that give value to survival.
C. S. Lewis
Summary
Team-oriented self-starter bringing 11 years in training, staff development, management, and human resources. Exceptional communication, analytical and organizational skills.
Overview
23
23
years of professional experience
7
7
years of post-secondary education
1
1
Certification
Work History
Paralegal
HELPS Non Profit Law Firm
Salem, Oregon
09.2021 - Current
- Interact with clients, answer inquiries, and provide regular case updates.
- Conduct client interviews and assist in gathering relevant information.
- Maintain professionalism and confidentiality when handling sensitive client matters.
- Possess excellent communication and organizational skills with a strong commitment to delivering exceptional client service.
Training Specialist
Quest Diagnostics, Patient Services
Salem, Oregon
11.2015 - 09.2021
- Delivered group and individual training covering phlebotomy, compliance, quality, customer service, and safety.
- Assessed additional needs based on training progress and collaborated with management to meet requirements.
- Converted all curriculum and programs from print to digital, creating supplementary materials like practice tests, exercises, videos and interactive quizzes for use in training new hires across the West Region.
- Documented participation and evaluated learning for each participant.
- Developed training handbooks, computer tutorials and reference materials.
- Developed job-specific competencies and performance standards.
- Facilitated virtual, in-person and blended learning sessions.
- Created and collaborated in implementation and maintenance of standard operating procedures.
- Uploaded company procedures and policies to EDMS, routing for approval and training.
Supervisor
Quest Diagnostics, Patient Services
Salem, OR
11.2009 - 11.2015
- Maintained compliance with company policies, objectives, and communication goals.
- Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
- Achieved results by working with staff to meet established targets.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Evaluated employee performance and coached and trained to improve weak areas.
- Monitored workflow to improve employee time management and increase productivity.
- Conducted routine inspections to check quality and compliance with established specifications.
- Identified unsafe or unhealthful workplace conditions or hazards to enforce safe work practices and procedures.
- Boosted team performance by developing customer service training materials and conducting service training.
- Developed and updated tracking spreadsheets for process monitoring and reporting.
Group Lead
Quest Diagnostics, Patient Services
Roseburg, OR
01.2005 - 11.2009
- Attended staff development meetings and workshops and applied information from those events into daily activities.
- Reviewed daily requirements and forecasts and delegated work for optimal coverage.
- Trained new team members by relaying information on company procedures and safety requirements.
- Conducted routine inspections to check quality and compliance with established specifications.
- Scheduled staff for remote locations within department
- Managed Kronos timecard entry
Phlebotomist
Quest Diagnostics, Patient Services
Roseburg, OR
07.2000 - 01.2005
- Completed proper sanitation and cleaning of equipment and work areas between patients.
- Monitored patients for reactions and verified sample quality.
- Organized daily work based on collection priority.
- Conducted venipuncture, capillary puncture, and biometrics measurement procedures.
- Maintained patient information for accuracy.
- Tracked collected specimens by initialing, dating, and noting times of collection.
- Centrifuged blood samples as outlined in clinical protocols.
- Used personal protective equipment correctly to protect coworkers and patients.
- Packaged and shipped specimens to central lab daily.
- Labeled transfer tubes and followed exact directions for handling and storing specimens for transport.
- Established and maintained positive working relationships with patients, staff and clinical personnel to build trust and camaraderie.
Education
Master of Arts - Organizational Management
09.2018 - 06.2020
- 4.0 GPA
Master of Arts - History
05.2014 - 03.2016
- Capstone Project: "Rethinking the Wall: Jefferson’s Philosophies on the Separation of Church and State." Discussed how Thomas Jefferson may have responded to modern questions of separation of church and state.
Bachelor of Arts - History
09.2009 - 06.2013
Skills
Organizational management
Proficient in MS Office
Document preparation
Online training experience
Reference material development
Recruiting
Employee coaching
Materials Preparation
Schedule Management
Public speaking
Standard operating procedures
Process improvements
Accomplishments
- In 2017, Transitioned to remote training for all new hires in my geography, Oregon and Alaska.
- Transitioned the Pacific Northwest Patient Services from manual SOP management to electronic document control using Pilgrim EDMS.
- Worked with a project team to improve patient satisfaction scores 2% quarter over quarter for Patient Services Centers in Oregon.
- Led a project to transition to new phlebotomy equipment for the West Region.
- Developed and implemented electronic training records for the West Region, an effort to improve efficiency, save paper, and reduce training costs.
Certification
Certified Group Fitness Instructor, Revelation Wellness
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Certified Group Fitness Instructor, Revelation Wellness
10-2022
Paralegal - HELPS Non Profit Law Firm
09.2021 - Current
Ashford University - Master of Arts, Organizational Management
09.2018 - 06.2020
Training Specialist - Quest Diagnostics, Patient Services
11.2015 - 09.2021
Southern New Hampshire University - Master of Arts, History
05.2014 - 03.2016
Supervisor - Quest Diagnostics, Patient Services
11.2009 - 11.2015
Ashford University - Bachelor of Arts, History
09.2009 - 06.2013
Group Lead - Quest Diagnostics, Patient Services
01.2005 - 11.2009
Phlebotomist - Quest Diagnostics, Patient Services
07.2000 - 01.2005