Michael Underhill
Ellsworth
Summary
Accomplished Quality Assurance Specialist with a proven track record at Quest Diagnostics, enhancing customer satisfaction and operational efficiency through expert problem-solving and analytical thinking. Spearheaded quality improvements, mastering both technical reporting and customer service. Achieved significant advancements in quality assurance and documentation, ensuring excellence across multiple roles.
Overview
34
34
years of professional experience
Work History
Quality Assurance Specialist
Quest Diagnostics
01.2023 - Current
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Utilized root cause analysis techniques to identify underlying issues contributing to product defects or customer complaints.
- Enhanced customer satisfaction by addressing reported issues promptly and providing effective solutions.
- Conducted data review and followed standard practices to find solutions.
- Reviewed production processes and identified potential quality issues.
- Conducted investigations into questionable test results.
Laboratory Information Services Coordinator
Norther Light Health
03.2017 - 12.2022
- Entered data, generated reports, and produced tracking documents.
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
- Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Gathered and organized materials to support operations.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
Lead Phlebotomy
Maine Coast Memorial Hospital
10.1990 - 03.2017
- Supervised employees at multiple sites and reporting locations to maintain consistent practices across company.
- Performed tasks as member of line staff to reduce wait time.
- Improved patient experience by efficiently and accurately drawing blood samples in a timely manner.
- Efficiently managed high-volume patient load during busy periods while maintaining accuracy in blood draws and documentation processes.
Education
High School Diploma -
Milford High School
Milford, MA06-1983
Skills
- Detail-oriented
- Quality assurance
- Analytical thinking
- Problem-solving skills
- Customer service
- Quality improvements
- Documentation and reporting
- Technical reporting
- Issue resolution
Timeline
Quality Assurance Specialist
Quest Diagnostics
01.2023 - Current
Laboratory Information Services Coordinator
Norther Light Health
03.2017 - 12.2022
Lead Phlebotomy
Maine Coast Memorial Hospital
10.1990 - 03.2017
High School Diploma -
Milford High School
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