Stephanie Ketelsen
Osage
Summary
Highly skilled Phlebotomist possessing relevant experience in fast-paced healthcare environments. Strong abilities in patient care, quality control and data management make for efficient and safe blood collection procedures. Demonstrated skills in building rapport with diverse patients, ensuring comfort during venipuncture processes. Previous roles have resulted in increased efficiency and improved patient satisfaction rates. Results-driven individual with a solid track record in delivering quality work. Known for excellent communication and teamwork abilities, with a commitment to achieving company goals and delivering exceptional service. Passionate about continuous learning and professional development. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
14
14
years of professional experience
Work History
Phlebotomist
Lifeserve Blood Center
Mason City
07.2022 - Current
- Screened prospective donors by conducting interviews, obtaining medical histories, and measuring vital signs.
- Prepared patients for examination by properly draping patients, obtaining vital signs, verifying referrals and taking detailed health history.
- Assisted in the preparation of laboratory specimens for analysis and testing.
- Conducted patient interviews and verified medical records to confirm test requisitions.
- Obtained variety of blood samples through venipuncture or capillary puncture using syringes, butterfly needles and straight needles.
- Treated blood-related chronic disorders by performing therapeutic phlebotomy.
- Maintained a clean, safe, and organized work environment.
- Followed all safety protocols when handling hazardous materials.
- Processed samples accurately and efficiently.
- Assessed donor vital signs during and after procedures to check for fatigue or dizziness.
- Provided excellent customer service while interacting with patients.
- Adhered to HIPAA guidelines regarding patient privacy.
- Offered snacks and beverages to blood and plasma donors to maintain proper sugar levels.
- Educated patients on proper blood draw techniques.
- Checked hemoglobin levels of individuals prior to blood donation.
- Observed patient for unusual reactions or events to take appropriate action under established guidelines.
Restaurant Manager
Teluwut Grillehouse & Pub
Osage
02.2015 - 08.2022
- Resolved problems or concerns to satisfaction of involved parties.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Resolved customer complaints in a professional manner to maintain positive relationships with guests.
- Inspected restrooms and dining and serving areas to foster cleanliness and proper setup.
- Trained new employees to perform duties.
- Established policies for cash handling procedures to maximize security measures.
- Prepared employee schedules to maintain appropriate staffing levels during peak periods.
- Ensured compliance with all food safety regulations and sanitation standards.
- Adhered to all health department regulations regarding food storage and preparation.
- Developed strategies for improved operational efficiency and customer satisfaction.
- Supervised and trained staff in customer service, food handling, and safety protocols.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Trained workers in food preparation, money handling, and cleaning roles to facilitate restaurant operations.
- Coached staff on strategies to enhance performance and improve customer relations.
- Maintained safe working and guest environment to reduce risk of injury and accidents.
- Ordered supplies from vendors as needed while staying within budget guidelines.
- Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.
- Communicated well and used strong interpersonal skills to establish positive relationships with guests and employees.
- Assisted staff by serving food and beverages or bussing tables.
- Complied with health, sanitation and liquor regulations by clearly communicating and reinforcing standards and procedures to employees.
- Resolved conflicts among employees in an effective manner.
- Trained front-of-house staff on restaurant policies and procedures, guest service techniques and communication skills to promote positive experiences.
- Distributed food to service staff for prompt delivery to customers.
- Consistently maintained high levels of cleanliness, organization, storage and sanitation of food and beverage products to ensure quality.
- Delegated work to staff, setting priorities and goals.
- Worked effectively in team environments to make the workplace more productive.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Completed day-to-day duties accurately and efficiently.
Restaurant Team Leader
Lonestar Steakhouse
Waterloo
08.2011 - 01.2015
- Attended meetings to learn and share information and find ways to enhance customer dining experience.
- Resolved customer complaints quickly and efficiently to maintain high customer satisfaction ratings.
- Distributed food to service staff for prompt delivery to customers.
- Verified guest satisfaction with meals and suggested additional items to increase restaurant sales.
- Interacted and engaged with patrons to promote friendly environment.
- Welcomed guests with personable attitude and brought beverage orders while reviewing menu options.
- Ensured that dining areas were properly set up prior to opening each day according to established guidelines.
- Verified legal drinking age before serving beer, wine, and liquor to comply with state law.
- Resolved customer complaints in a professional manner while maintaining company standards of quality service.
- Ensured compliance with health and safety regulations in the kitchen and dining areas.
- Established effective communication channels between front-of-house staff and back-of-house teams.
- Worked with management to coordinate special functions and events.
- Trained front-of-house staff on restaurant policies and procedures, guest service techniques and communication skills to promote positive experiences.
- Developed rapport with regular customers to encourage repeat business.
- Managed opening and closing duties to facilitate restaurant operations.
- Explained goals and expectations required of trainees.
- Supervised cash handling procedures including counting drawers at beginning and end of shifts.
- Maintained knowledge of menu items, ingredients and preparation methods to assist guests with menu selection.
- Communicated effectively with wait staff regarding patron food allergies and dietary restrictions.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Delegated work to staff, setting priorities and goals.
- Supervised team of employees, maintaining positive and productive atmosphere to enhance employee experience.
- Helped management stay on top of supply needs by sharing information about low or spoiled inventory.
- Communicated with hosts, bussers and kitchen staff to prepare for and serve customers.
- Coached staff on strategies to enhance performance and improve customer relations.
- Monitored team performance, identified areas for improvement and implemented corrective action plans as needed.
- Managed employee relations issues such as conflict resolution or disciplinary actions.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Assisted wait staff with taking orders from customers when needed during peak periods of business activity.
- Leveraged POS system to receive and take guest orders and process payment.
- Handled cash transactions accurately while ensuring proper security protocols were followed.
- Prepared salads, appetizers, and garnishes to assist kitchen staff.
- Calculated charges, issued table checks, and collected payments from customers.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Assisted with customer requests and answered questions to improve satisfaction.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Identified needs of customers promptly and efficiently.
- Completed day-to-day duties accurately and efficiently.
- Maintained updated knowledge through continuing education and advanced training.
Education
High School Diploma -
Osage High School
Osage, Iowa 01-2004
Accounting
NIACC
Mason City, IASecondary Math Education
Hawkeye Community College
Waterloo, IASkills
- Venipuncture techniques
- Patient screening
- Laboratory specimen preparation
- Vital signs assessment
- Therapeutic phlebotomy
- Sample processing
- Customer service
- Attention to detail
- Conflict resolution
- Team collaboration
- Safety protocols
- Teamwork
- Decision-making
- Restaurant operations
- Reservation handling
- Customer satisfaction
- Liquor law compliance
- Coaching and mentoring
- Organizational skills
- Staff supervision
- Point of sale (POS) system operation
- Dining Services
- Serve customers
- Money counting
- Scheduling staff
- Multitasking
- Beverage management
- Supply ordering and management
Timeline
Phlebotomist
Lifeserve Blood Center
07.2022 - Current
Restaurant Manager
Teluwut Grillehouse & Pub
02.2015 - 08.2022
Restaurant Team Leader
Lonestar Steakhouse
08.2011 - 01.2015
High School Diploma -
Osage High School
Accounting
NIACC
Secondary Math Education
Hawkeye Community College
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