Xena Raymond
Hinesville,GA
Summary
Focused customer service professional dedicated to meeting and exceeding customer expectations. Excels in active listening, empathy, and patience, ensuring positive outcomes in customer interactions. Successful at processing high-volume calls in fast-paced environments while maintaining detailed records and satisfying customers with successful resolutions. Calm and composed in stressful situations, with a successful record of reducing customer dissatisfaction through acknowledgment, decisive communication, and focused solutions.
Overview
5
5
years of professional experience
Work History
Customer Care Representative
Shields Health
Quincy, MA
11.2024 - Current
- Responsible for providing exceptional customer service with professionalism, efficiency, and accuracy, including emergency patient situations.
- Responsible for appointment scheduling, rescheduling, and canceling in a professional manner.
- Responsible for maintaining confidentiality for all.
- Accurately documents responses in the RIS system.
- Responsible for remaining up to date on changes in policies or workflows that affect daily functions.
- Responsible for ensuring that patients have financial clearance, notifying them of their financial responsibility, and collecting pre-service estimates.
LCMS Analyst
Eurofins
Savannah, Georgia
08.2023 - 08.2024
- Responsible for running, processing, and interpreting PFAS quantitation of environmental samples using LCMS/MS.
- Responsible for the routine maintenance of LCMS/MS.
- Reviewed project timelines to identify potential bottlenecks and adjust plans accordingly.
Laboratory Supervisor
Indo Laboratories
Marlborough, MA
11.2021 - 07.2023
- Supervised laboratory technicians, technologists, and other scientists, ensuring day-to-day tasks were completed.
- Performed quantitative analyses on finished plant material using an LC-MS/MS.
- Evaluated test system performance, and corrected issues to address underperformance.
- Managed laboratory supplies and equipment, providing maximum output to meet data deadlines.
- Identified and fixed issues with lab equipment to achieve more accurate lab results.
- Wrote validation plans and conducted systems validations.
- Trained personnel on general laboratory SOPs and instrumentation.
Microbiological Analyst
Indo Laboratories
Marlborough , MA
03.2020 - 06.2021
- Performed quantitative and qualitative analyses on finished plant material using PCR and automated enumeration systems.
- Monitored diagnostic test results.
- Interpreted research findings, summarizing data into reports.
- Prepared test samples and obtained and recorded test data in accordance with ISO 17025 standards.
Education
Professional Science Master's Degree - Forensic Science
Arizona State University
Tempe, AZ05.2022
Bachelor of Science - Forensics, Biology
Becker College
Worcester, MA12.2019
Skills
- Customer service
- Appointment scheduling
- Financial clearance
- Data documentation
- Time management
- Attention to detail
- Effective communication
- Customer relationship management
- Results analysis
- Contributing team player
- Safety monitoring
- Biology and chemistry training
- Problem solving
- Critical thinking
- New staff training
- Medical terminology
- Problem resolution
Accomplishments
- Successfully developed and validated methods and Standard Operating Procedures in accordance with ISO 17025 guidelines.
- Promoted from Sample Management Technician to Laboratory Supervisor within three years.
- Obtained certificate from Biomerieux for successfully completing training on the Tempo and GeneUp.
Timeline
Customer Care Representative
Shields Health
11.2024 - Current
LCMS Analyst
Eurofins
08.2023 - 08.2024
Laboratory Supervisor
Indo Laboratories
11.2021 - 07.2023
Microbiological Analyst
Indo Laboratories
03.2020 - 06.2021
Professional Science Master's Degree - Forensic Science
Arizona State University
Bachelor of Science - Forensics, Biology
Becker College
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