RASHAWN BOYCE
Worcester,MA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the healthcare industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
15
15
years of professional experience
Work History
Interim Manager/Sr. Customer Solutions Specialist
Quest Diagnostics
2012.12 - Current
- Managed and motivated employees to be productive and engaged
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Manage 18 FTEs to include exempt and non-exempt staff
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Develop strong working relationship with all functional leaders and stakeholders involved through regularly scheduled meetings
- In partnership with Commercial Sales, establish routine client visitation or conference call, schedule to meet with key accounts and at-risk clients to review service metrics, and address concerns
- Handled escalated cases with diplomacy, ultimately achieving satisfactory resolutions for all parties involved.
- Reduced response times by optimizing internal processes and utilizing resources effectively.
- Monitor performance metrics, Onboarded 1.2 Million dollars in revenue and mitigate At Risk Clients
- Contributed to overall growth of the company by consistently surpassing sales targets and delivering exceptional customer experiences throughout each transaction.
- Increased client retention through personalized attention and proactive problem solving.
Lead Blood Donor Technician
Children's Hospital
2011.06 - 2012.11
- Performed duties as a team leader ensure all policy and procedures were followed by staff
- Collected and separated plasma, platelets, and packed red blood cells via phlebotomy utilizing Trima
- Screened donors, collecting, testing and storing blood samples
- Verified accuracy and completeness of document for submitted blood samples
- Conversed with patients and explained them the need of testing blood sample
- Assisted doctors during the blood transfusion processing
- Accessed and entered test results into the computer.
Lead Apheresis Collection Specialist
American Red Cross
2009.06 - 2011.07
- Used advanced phlebotomy techniques to collect and process platelet, plasma and red cell products
- Complied with all federal and local standard operating procedures
- Evaluated and identified possible donor reactions and treat accordingly
- Showcased positivity and empathy consistently on an individual-to-individual base.
Education
Bachelor of Science - Business Administration con/HealthCare Management
Southern New Hampshire University
Hooksett, NH10.2026
Certified - Medical Assisting
Kaplan Career Institute
Boston, MA01.2008
Skills
- Strong management authority
- QMS Bootcamp Certified, Bronze Trained
- Strong presentation skills
- Quality improvement competency
- Special talent for researching and analyzing data effectively
- Internet savvy with proven expertise in using MS Office applications
- Analytical thinker
- Exceptional attention to detail with proven interpersonal skills
- Goal Setting and Achievement
Affiliations
African-American Business Leaders (ABL) -Co-Chair North Region
Timeline
Interim Manager/Sr. Customer Solutions Specialist
Quest Diagnostics
2012.12 - Current
Lead Blood Donor Technician
Children's Hospital
2011.06 - 2012.11
Lead Apheresis Collection Specialist
American Red Cross
2009.06 - 2011.07
Bachelor of Science - Business Administration con/HealthCare Management
Southern New Hampshire University
Certified - Medical Assisting
Kaplan Career Institute
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