Tanekka McCoy
Charlotte,NC
Summary
Multi-talented Operation Lead with a solid experience in team building, problem-solving, and task prioritization skills. Experienced Phlebotomists with over 14 years’ experience in Plasma Industry. With excellent reputation resolving problems, improving customer satisfaction, and driving overall operational improvement. Accomplished Supervisor focused on meeting customer expectations and achieving company goals. Drives success by directing high-producing teams while developing lasting employee rapport. Exceptional knowledge of cost-reduction methods and streamlining production processes.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Service Specialist
Oak Street Health Clinic
Charlotte, NC
09.2021 - Current
- Centrally receive inbound calls from multiple clinics and make outbound calls on behalf of clinics
- Update patient information and manage information in our electronic medical records system
- Schedule appointments for patients with their Oak Street provider
- Manage patient referrals by obtaining authorizations and faxing requested information to specialists
- Perform service recovery, address patient concerns, and de-escalate callers when needed
- Ability to multi-task, prioritize, and manage time effectively
- Work closely with care team members to provide the highest level of customer service and act as an extension of the clinics
- Partner with colleagues to reach and maintain call center target metrics to ensure delivery of a positive patient experience
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions
Donor Center Supervisor
Octa Plasma
Charlotte, NC
12.2019 - 09.2021
- Maintain donor floor operations to include plasmapheresis donation procedures to ensure donor safety and quality of product
- Supervised,performed, ,venipuncture and plasma collection
- While supervising the operations and maintenance,plasmapheresis machines
- Maintain compliance with SOP, current Good Manufacturing Practice (cGMP) and regulatory guidelines and prepares weekly staffing schedules
- Coordinates staff activities to increase efficiency
- Perform reviews of donor floor staff
- Educate new donors on the use of products made from donated plasma
- Improved operations through consistent hard work and dedication
Operations Supervisor
Grifols Plasma
Charlotte, NC
08.2013 - 08.2019
- Supervised associate focus groups and meetings to obtain suggestions, address concerns or issues and foster positive relations among team members and management
- Processed inbound and outbound shipments with high accuracy and efficiency by effectively directing associate teams and managing inventory processes
- Supervised daily shipping operations, including loading, and unloading of outbound trailers, replenishing of pallets, inventory management and supervised 25 -member team.
- Compiled training materials for new employees and tracked skill development
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions
Donor Center Specialist
Grifols Plasma
Charlotte, NC
05.2010 - 08.2013
- Upheld all compliance standards such as FDA, OSHA, and CLIA regulations, with also supervising the training employees with the compliance standards
- Reviewed employee performance and developed improvement plans with monthly target standards and quarterly goals
- Managed effective schedules to cover all department needs
- Fostered communication within team and between departments
- Determine donor eligibility by conducting screenings, interviewing prospective donors, and obtaining medical history to confirm compliance with Grifols Plasma and federal regulations
- Obtained blood specimens by performing venipunctures and finger sticks multiple times per day
- Accurately labeled vacutainer tubes with patient name, date, and time of collection.
- Collaborated with team members to achieve target results
- Demonstrated respect, friendliness and willingness to help wherever needed
Education
Bachelor of Science - Health Care
Purdue Global Online Education
Global / Online 12.2025
Skills
- Team Management
- SAP Crystal Reports
- Adobe Systems Adobe Acrobat
- Staff Development
- Microsoft Windows
- Staff Training
- Microsoft Internet Explorer
- Report Preparation and Analysis
- Cost Management
- Project Management
- Team Supervision
Certification
CPR Certified
Timeline
Customer Service Specialist
Oak Street Health Clinic
09.2021 - Current
Donor Center Supervisor
Octa Plasma
12.2019 - 09.2021
Operations Supervisor
Grifols Plasma
08.2013 - 08.2019
Donor Center Specialist
Grifols Plasma
05.2010 - 08.2013
Bachelor of Science - Health Care
Purdue Global Online Education
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