Mischele A. (Shelley) Wiley
Denver,CO
Summary
Accomplished Technical Services Specialist with 10 years of experience adept at quickly and effectively rectifying technical problems and concerns. Provider of thoroughly researched technical advice easily understood by clients of any vocational level. Skilled at effectively communicating complex repair and replacement guidelines to clientele via online and voice-based support interactions.
Overview
33
33
years of professional experience
1
1
Certification
Work History
Technical Service Specialist
Grifols Diagnostic Solutions
Emeryville, CA
06.2012 - Current
- Diagnosed severity of customer issues, escalating tickets to appropriate personnel for intervention.
- Followed diagnostic and operational policies, applying prescribed support methods to assigned tickets.
- Remained on-call for emergency tickets through night and weekend shifts.
- Performed diagnosis of Immunohematology and Infectious Disease equipment failures via in-person inspection and phone-based consultation.
Account Manager
Pall Medical
East Hills, NY
06.1996 - 07.2011
- Addressed problems with accounting, billing and service delivery to maintain and enhance client satisfaction.
- Built and strengthened long-lasting client relationships based on quality and pricing.
- Oversaw new business development and customer servicing.
- Contributed to annual revenue goals by selling new services and developing new accounts.
- Educated clients on new equipment and reagents and updated account information to maintain high standards of client service.
Manager Director
American Red Cross
Tulsa, OK
06.1988 - 06.1996
- Improved operational planning and business frameworks to enhance resource utilization and reduce waste.
- Controlled costs and optimized spending via restructuring of budgets for labor, capital assets, inventory purchasing and technology upgrades.
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
- Maximized performance by monitoring daily activities and mentoring team members.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
- Directed staff and managed annual capital budget.
Education
Bachelor of Science - Medical Technology
Southwestern Oklahoma State University
Weatherford, OK06.1981
Bachelor of Science -
Southwestern Oklahoma State University
Weatherford, OK06.1977
Bachelor of Science - Biology
Southwestern Oklahoma State University
Weatherford, OK06.1977
Skills
- Client Requirements
- User Training
- Procedure and Operational Knowledge
- Customer Communication
- Active listener
- Technical troubleshooter
- sales of blood collecting equipment
Accomplishments
- Accomplished notification of product changes to customers within established timelines.
- Collaborated with team of engineers and customers in the start up of Grifols Erytra equipment in New Mexico hospitals.
- Performed and completed start up of Progenika Blood Group Genotyping implementation. Received Novartis DXistinction Reward, Recognition Team Award and Novartis STAR Award.
- Managed transfer of blood donor testing from the American Red Cross Waco and Wichita Falls, Texas into laboratory in Tulsa, OK. Received American Red Cross Tiffany Award for employee excellence.
Certification
- Speciality in Blood Banking, University of Texas Medical Branch, 1987. Certified by the American Society of Clinical Pathology
- Medical Technologist, St. Francis Hospital School of Medical Technology, 1981. Certified by the American Society of Clinical Pathology.
Timeline
Technical Service Specialist
Grifols Diagnostic Solutions
06.2012 - Current
Account Manager
Pall Medical
06.1996 - 07.2011
Manager Director
American Red Cross
06.1988 - 06.1996
Bachelor of Science - Medical Technology
Southwestern Oklahoma State University
Bachelor of Science -
Southwestern Oklahoma State University
Bachelor of Science - Biology
Southwestern Oklahoma State University
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