Nancy Andana
Douglas
Summary
Seeking a challenging carpenter apprentice position where I can utilize my basic carpentry skills and continue to develop my expertise in all aspects in a professional setting.
Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.
Overview
23
23
years of professional experience
Work History
Customer Service Representative
Americor Funding
10.2023 - Current
- Assisted clients with inquiries and resolved issues promptly.
- Processed customer transactions using CRM software efficiently.
- Communicated product information to enhance customer understanding.
- Collected blood samples using venipuncture and capillary techniques.
- Prepared patients for procedures, ensuring comfort and understanding.
- Maintained cleanliness and organization of phlebotomy station and supplies.
- Ensured proper labeling and handling of specimens for laboratory analysis.
- Educated patients on procedures, addressing concerns and questions effectively.
- Collaborated with healthcare team to coordinate patient care processes.
- Monitored patient reactions during procedures to ensure safety and comfort.
- Trained new staff on phlebotomy techniques and safety protocols.
- Maintained a clean, safe, and organized work environment.
- Verified patient information prior to specimen collection.
- Located veins suitable for puncture to draw blood using sterilized needles, vials and other equipment.
- Adhered to HIPAA guidelines regarding patient privacy.
- Performed venipuncture and other blood collection procedures according to established standards.
- Collected specimens from pediatric, adult, geriatric, and special needs patients.
- Provided excellent customer service while interacting with patients.
- Delivered quality patient care by completing accurate and timely collection and transport of clinical specimens according to established procedures.
- Maintained fully-stocked phlebotomy cart, carrier and station.
- Assisted in the training of new phlebotomists.
- Responded quickly and effectively to emergency situations.
- Centrifuged blood specimens in test tubes and capillary tubes to separate cells and sediment from blood serum.
- Processed samples accurately and efficiently.
- Documented patient information into electronic medical records system.
- Prepared and packaged specimens for courier transport.
- Promoted blood specimen integrity for laboratory testing using accurate selection of collection tubes and correct technique.
- Assisted in the preparation of laboratory specimens for analysis and testing.
Reception Technician
CSl Plasma
Douglas
08.2017 - 10.2023
- Responsible for greeting donors at the plasma collection center and conducting a series of registration procedures to verify donor suitability for the plasma pheresis process.
- Led reception team to ensure smooth daily operations and excellent customer service.
- Coordinated staff schedules to maintain adequate coverage during peak hours.
- Managed incoming calls and directed inquiries to appropriate departments efficiently.
- Trained new team members on reception protocols and customer interaction standards.
- Oversaw front desk operations, maintaining a professional and welcoming environment.
- Implemented process improvements to streamline visitor check-in procedures.
- Collaborated with management to enhance overall guest experience at the facility.
- Addressed client concerns promptly, ensuring satisfaction and positive interactions.
- Responsible for coordinating special events held in the lobby area.
- Provided technical support to the reception staff in order to facilitate better customer service.
- Maintained accurate records of incoming calls, visitors, messages, mail.
- Liaised with external vendors providing services such as catering or cleaning services.
- Organized daily tasks for the receptionists ensuring that all duties are completed in a timely manner.
- Assisted customers with their queries or problems whenever necessary or requested by management.
- Performed administrative functions including scheduling appointments, organizing documents, filing paperwork.
- Developed and implemented processes to ensure efficient handling of customer inquiries.
- Resolved customer complaints promptly and efficiently by referring them to the appropriate personnel.
- Conducted periodic meetings with the reception staff to discuss areas requiring improvement or changes in procedures and protocols.
- Analyzed customer feedback data to identify areas needing improvement in terms of service delivery.
- Supervised inventory levels of office supplies such as stationery and forms, ordering when necessary.
- Monitored and evaluated team performance on a regular basis, providing feedback and guidance as required.
- Created reports and presentations related to the activities of the reception area.
- Trained new team members on basic office protocols and procedures.
- Managed budgeting requirements for departmental purchases within allocated funds.
- Participated in recruitment process for new receptionists when needed.
- Ensured compliance with safety regulations and organizational policies at all times.
- Prepared weekly reports outlining progress against objectives set out for each member of the team.
- Coordinated with other departments to ensure a smooth flow of operations.
- Identified opportunities for cost savings while maintaining quality standards.
- Scheduled and confirmed appointments.
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Assisted with customer requests and answered questions to improve satisfaction.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Worked with cross-functional teams to achieve goals.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Maintained updated knowledge through continuing education and advanced training.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Recognized by management for providing exceptional customer service.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
- Utilized various software and tools to streamline processes and optimize performance.
- Achieved cost-savings by developing functional solutions to problems.
- Operated equipment and machinery according to safety guidelines.
Interpreter
CyraCom
12.2016 - 08.2017
- Provide consecutive, meaning for meaning, first-person over the phone interpretation.
- Follow all CyraCom policies and procedures related to information confidentiality and interpreter ethics.
- Facilitate accurate communication between clients and Limited English Proficiency (LEP) clients and customers.
- Perform other related duties as assigned.
Receiving Assistant
Manning Group
06.2016 - 12.2016
- Main duties often include unloading shipments, as well as verifying that their contents are correct and that no items are damaged.
- Storing the shipment and placing it in the correct storage space.
Modular Specialist
Walmart
04.2014 - 06.2016
- Plan displays, coordinate the arrangement of merchandise and set up in-store models of furniture and clothing.
- Responsible for the set-up of racks and units used for merchandising equipment, and work in conjunction with sales associates, merchandising staff, managers and area directors.
Team Leader
Aegis Communications Technologies
04.2014 - 12.2014
- Duties include providing leadership and direction to the store team, ensuring a positive customer shopping experience and performing operational activities throughout the store and giving appropriate direction to the store Team Members.
Quality Assurance Monitor
Aegis Communications Technologies
08.2013 - 12.2014
- Determine telemarketing quality standards by studying inbound and outbound calls and customer service presentations; conducting test calls to telemarketing service representatives on new products.
Quality Assurance Monitor
Advanced Call Center Technologies
02.2010 - 08.2013
- Determine telemarketing quality standards by studying inbound and outbound calls and customer service presentations; conducting test calls to telemarketing service representatives on new products.
Agent
Advanced Call Center Technologies
03.2008 - 02.2010
- Receive inbound calls from consumers for assistance with billing inquiries, payments, credits, fraud alerts, internet and cell phone services, and mortgage servicing.
Cashier
Melrose
10.2004 - 03.2008
- Assist customers in locating and purchasing merchandise, operating a cash register, stocking and recovering merchandise, cleaning the store, and performing other duties as assigned by the Store Manager to maximize store profitability.
Cashier
Dairy Queen
05.2002 - 10.2004
- Preparing food and drinks operate cash registers and drive-thru windows and take food orders, as well.
- Additional job duties include maintaining clean work stations, taking inventory, and unloading shipments from delivery trucks.
Education
Associates - Medical Specialties
Skills
- Technical support
- Telemarketing
- Interpretation
- Medical receptionist
- Cold calling
- Translation
- Medical scheduling
- Filing
- Clerical experience
- Medical records
- Microsoft Office
- Medical Terminology
- Customer Service
- Spanish
- Time management
- Customer service
- Team collaboration
- Problem solving
- Safety compliance
- Quality assurance
- Inventory management
- Effective communication
- Safety guidelines adherence
- Time management abilities
- Multitasking
- Adaptability and flexibility
- Client relations
- Professional demeanor
- Property inspection
- Report writing
- Client communication
- Attention to detail
- Fireplace and chimney inspection
- Roofing inspection
- Interior inspection
- Exterior inspection
- Continuing education
- Structural inspection
- Safety violations
- Problem-solving aptitude
- Self motivation
- Professionalism
- Multitasking capacity
- Adaptability
- Critical thinking
- Report generation
- Safety standards
- Mathematics proficiency
- Goal setting
Personal Information
Willing To Relocate: Anywhere
Timeline
Customer Service Representative
Americor Funding
10.2023 - Current
Reception Technician
CSl Plasma
08.2017 - 10.2023
Interpreter
CyraCom
12.2016 - 08.2017
Receiving Assistant
Manning Group
06.2016 - 12.2016
Modular Specialist
Walmart
04.2014 - 06.2016
Team Leader
Aegis Communications Technologies
04.2014 - 12.2014
Quality Assurance Monitor
Aegis Communications Technologies
08.2013 - 12.2014
Quality Assurance Monitor
Advanced Call Center Technologies
02.2010 - 08.2013
Agent
Advanced Call Center Technologies
03.2008 - 02.2010
Cashier
Melrose
10.2004 - 03.2008
Cashier
Dairy Queen
05.2002 - 10.2004