Summary
Overview
Work History
Education
Skills
Timeline
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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
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
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, MN
08.2024

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

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PAMELA THOMAS