Shihadeh Abby
North Royalton,OH
Summary
Dynamic customer service professional with over 15 years of experience at Owens & Minor, excelling in complaint resolution and quality assurance. Proven track record in enhancing operational efficiency and compliance within healthcare settings, while leading teams to deliver exceptional service and maintain inventory accuracy. Skilled in payment processing and fostering effective communication.
Overview
16
16
years of professional experience
1
1
Certification
Work History
SR Customer Service Representative-SurgiTrack
Owens & Minor
Richmond, VA
10.2018 - Current
- Spearheaded healthcare operations initiatives, leveraging over 15 years of industry experience.
- Supported operations within veterans health administration systems and medical supply environments. Facilitated communication between departments to enhance service delivery. Assisted in maintaining inventory accuracy and availability.
- Directed technical operations as lead technician, overseeing program implementation and team performance.
- Oversaw sterile product handling, procurement, controlled substance oversight, staff supervision, training coordination, and regulatory compliance at Louis Stokes VA Medical Center.
Lead Technician Program Manager
Louis Stokes VA Cleveland Medical Center
Cleveland, OH
06.2010 - 05.2015
- Oversaw inpatient pharmacy technicians, externs, interns, and volunteers at VA Medical Center.
- Assisted in daily task assignments to team members. Supported the creation of work schedules to optimize productivity. Recommended performance incentives and disciplinary actions as needed.
- Oversaw sterile product preparation and ensured adherence to compliance standards.
- Assisted in implementing VA policies and USP standards. Supported teams in understanding compliance requirements. Aided in maintaining adherence to regulatory guidelines.
- Oversaw maintenance of pharmacy and sterile equipment to guarantee operational readiness.
- Facilitated annual competency training and onboarding programs for new technicians and students.
- Assumed responsibility for procurement operations as a backup resource.
- Assisted in managing controlled substances to maintain compliance with regulations. Supported technicians in troubleshooting and resolving technical issues. Contributed to team efforts in delivering effective solutions for clients.
- Oversaw controlled substance documentation to ensure compliance with DEA and VA regulations.
- Oversaw inventory management of sterile and non-sterile supplies to guarantee patient care readiness.
- Compiled and organized documentation for audits and quality assurance reviews.
Education
GED - Pharmacy Technician
Remington College
Cleveland, OHSkills
- Customer support
- Complaint resolution
- Quality assurance
- Payment processing
Accomplishments
Pharmacy Technician Certification
Remington College - Cleveland, OH
President's List (4.0 GPA)
Perfect Attendance
Certification
- Certified in Sterile Products
- PTCB Certified (2010-2015)
- HIPAA/OSHA Training
- First Aid/CPR
- Microsoft Office Applications
Languages
Arabic
Native or Bilingual
English
Native or Bilingual
Timeline
SR Customer Service Representative-SurgiTrack
Owens & Minor
10.2018 - Current
Lead Technician Program Manager
Louis Stokes VA Cleveland Medical Center
06.2010 - 05.2015
GED - Pharmacy Technician
Remington College