Summary
Overview
Work History
Education
Skills
Timeline
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Sidnitra Dawson

Bonaire,GA

Summary

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.

Overview

7
7
years of professional experience

Work History

Phlebotomist Technician

Quest Diagnostics
Macon, GA
04.2021 - 11.2022
  • Labeled blood vials with critical information like time of collection, date and patient name.
  • Verified collection orders and communicated discrepancies to nurses.
  • Enforced infection control and sharps disposal procedures to protect patients, co-workers and self.
  • Conducted various blood tests and updated results into paper and electronic charts.
  • Maintained fully-stocked phlebotomy cart, carrier and station.
  • Obtained variety of blood samples through venipuncture or capillary puncture using syringes, butterfly needles and straight needles.
  • Centrifuged blood specimens in test tubes and capillary tubes to separate cells and sediment from blood serum.
  • Counseled patients to ease fears, explain procedures and enhance cooperation during blood draws.
  • Processed client payments and collected appropriate billing information.
  • Compiled and submitted data for demographic research.

Customer Service Representative

NorthShore Medical Group
Warner Robins, GA
01.2019 - 03.2021
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Made outbound calls to obtain account information.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Consulted with customers to resolve service and billing issues.

Customer Service Representative

Military Government
Shaw AFB, SC
06.2015 - 02.2017
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Used proven techniques to de-escalate angry customers during telephone interactions.
  • Mentored new employees on procedures and policies to maximize team performance.
  • Improved customer service wait times to mitigate complaints.
  • Developed strong customer relationships to encourage repeat business.

Education

Phlebotomy

Central Carolina Technical College
Sumter, SC
06.2001

High School Diploma -

Telfair County High School
Mcrae, GA
05.1994

Business

SW School of Business and Technical Careers
San Antonio, TX
1988

Skills

  • Problem-Solving
  • Data Entry
  • Problem Solving
  • Patient Relations
  • Written and Verbal Communication
  • Microsoft Office

Timeline

Phlebotomist Technician

Quest Diagnostics
04.2021 - 11.2022

Customer Service Representative

NorthShore Medical Group
01.2019 - 03.2021

Customer Service Representative

Military Government
06.2015 - 02.2017

Phlebotomy

Central Carolina Technical College

High School Diploma -

Telfair County High School

Business

SW School of Business and Technical Careers

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Sidnitra Dawson