Petra Wilkerson
Lexington,KY
Summary
Dynamic customer support professional with experience at Pearl Interactive Network, adept at resolving complex issues with empathy and maintaining high satisfaction levels. Proven problem-solver and team player, skilled in multitasking and adapting to new challenges. Committed to excellence in service delivery and patient care, ensuring quality outcomes in fast-paced environments.
Overview
8
8
years of professional experience
Work History
Customer Support Tier 1
Pearl Interactive Network
Winchester, KY
09.2024 - Current
- Assisted Consumers signing up for Health insurance through the federal health insurance Marketplace on Healthcare.gov
- Consulted with insurance agents and health insurance companies to confirm if insurance was active/inactive and worked with them to resolve consumers issues
- Self-motivated, with a strong sense of personal responsibility
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
Phlebotomist Technician
LabCorp
Richmond, KY
02.2024 - 09.2024
- Worked in a nephrology clinic, Obtained blood/urine specimens from patients
- Reduced patient anxiety through compassionate communication and expert venipuncture techniques.
- Continuously updated phlebotomy knowledge through professional development courses, ensuring best practices were upheld.
- Collected blood samples using vacutainer tubes, tourniquets, syringes, butterfly needles, and straight needles.
- Centrifuged blood samples as outlined in clinical protocols.
- Labeled transfer tubes and followed exact directions for handling and storing specimens for transport.
- Packaged and shipped specimens to central lab daily.
- Stocked phlebotomy cart or carrier with appropriate supplies.
- Protected patients by following infection control, sharps disposal, and biohazardous waste disposal procedures.
Phlebotomist
Saint Joseph East Hospital
Lexington, KY
05.2023 - 03.2024
- Labeled transfer tubes and followed exact directions for handling and storing specimens for transport.
- Centrifuged blood samples as outlined in clinical protocols.
- Established and maintained positive working relationships with patients, staff and clinical personnel to build trust and camaraderie.
- Improved patient comfort by efficiently drawing blood samples using various techniques such as venipuncture and capillary puncture.
- Organized daily work based on collection priority.
- Addressed questions and concerns to educate patients on collection process and procedures.
- Collaborated with medical professionals to ensure accurate test orders and appropriate sample collection methods were used.
Phlebotomist
Baptist Health Hospital
Richmond, KY
12.2016 - 12.2017
- Worked inpatient and outpatient
- Conducted venipuncture and other CT procedures.
- Ensured uninterrupted service by properly maintaining phlebotomy equipment, including centrifuges, needles, and tourniquets.
- Addressed questions and concerns to educate patients on collection process and procedures.
- Increased patient satisfaction rates through consistent delivery of professional phlebotomy services tailored to individual needs.
Education
Medical Assisting
Medical Career And Technical College
Richmond09-2019
Phlebotomy
National College
Richmond, KY05-2017
Skills
- Customer service
- Problem-solving
- Friendly, positive attitude
- Teamwork and collaboration
- Attention to detail
- Multitasking Abilities
- Flexible and adaptable
References
Trinity Purcell-Previous Supervisor
trinitympurcell@maximus.com
Aaron Thompson -District Administrator at Baptist Health Hospitals (IN & KY)
(859)200-2860
Ed Worley- Previous State Senator and City of Richmond Manager
(859)200-4462
Jennifer Lyon- Previous Teacher At Medical Career and Technical College
(859)339-8291
Timeline
Customer Support Tier 1
Pearl Interactive Network
09.2024 - Current
Phlebotomist Technician
LabCorp
02.2024 - 09.2024
Phlebotomist
Saint Joseph East Hospital
05.2023 - 03.2024
Phlebotomist
Baptist Health Hospital
12.2016 - 12.2017
Medical Assisting
Medical Career And Technical College
Phlebotomy
National College