PAMELA THOMAS
CENTER POINT,Alabama
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
LabCorp
West Division Spokane, WA
06.2023 - Current
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Identified, analyzed and researched systemic issues and made recommendations for resolution.
- Filed and maintained patient records in accordance with HIPAA regulations.
Lead Phlebotomist
LabCorp
Birmingham, AL
10.2006 - 06.2023
- Reviewed patient records for accuracy and completeness.
- Tracked collected specimens by initialing, dating, and noting times of collection.
- Centrifuged blood samples as outlined in clinical protocols.
- Promoted mission, vision, and values of organization and trained new clinical staff in phlebotomy procedures.
- Packaged and shipped specimens to central lab daily.
- Developed and implemented strategies to improve phlebotomy processes.
- Coordinated site investigations, documented issues, and escalated to executive teams.
- Supervised crew of over 25 employees.
- 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
Bachelor of Science - Healthcare Management
Walden University
Minneapolis, MN08.2024
Skills
- Data Entry
- Administrative Support
- Team leadership
- Documentation
- Microsoft Excel
- Critical Thinking
- Conflict Resolution
- Key Stakeholder Relationship Building
- Research
- Patient Confidentiality
- Venipuncture
- Employee Motivation
- Staff Training
Timeline
Customer Service Representative
LabCorp
06.2023 - Current
Lead Phlebotomist
LabCorp
10.2006 - 06.2023
Bachelor of Science - Healthcare Management
Walden University