Lab Assistant (Esoteric Testing) at Tampa General Hospital (2006-01 – Present)
- Perform complex technical procedures and esoteric assays according to strict Standard Operating Procedures (SOPs) and CLIA compliance guidelines.
- Operate and troubleshoot advanced laboratory instrumentation and diagnostic equipment to ensure maximum functionality and optimal turnaround times.
- Execute rigorous Quality Control (QC) and preventative maintenance protocols, ensuring the validity and integrity of clinical specimens and test results.
- Evaluate and prepare new reagents and controls, identifying discrepancies and implementing corrective actions to maintain a zero-error workflow.
- Validate and implement new laboratory assays and equipment, ensuring high-quality healthcare services and accurate patient diagnoses.
- Manage and process various specimen types using the Laboratory Information System (LIS), ensuring 100% accuracy in data entry and sample routing.
Lab Assistant II at Quest Diagnostics (2023-12 – 2026-01)
- Perform specimen receiving, labeling, handling, and preparation.
- Assist with pre-analytical preparation of specimens, including printing labels, uncapping/capping specimen tubes, aliquoting specimens, preparing racks, and loading automated instruments
- Monitor department pending and overdue lists, search and locate specimens, follow up, and document appropriately.
- Enter data in laboratory information systems (LIS) and perform QA/QC duties as assigned.
Accessions at LabCorp (2023-04 – 2023-11)
- Prepared specimens for laboratory testing and ensured accurate handling.
- Received and unpacked samples, identifying required tests and preserving them properly.
- Checked for contamination and maintained sample integrity.
Plasma Processor Lab Assistant II / DT at Grifols Biomat (2018-12 – 2023-03)
- Collected and processed donor samples for testing while ensuring proper labeling and documentation.
- Recorded product and sample weights, labeling samples and freezing units for packing within required timeframes.
- Packed units for shipment and prepared shipping boxes for testing labs.
- Monitored stored products and equipment to ensure quality and compliance with time requirements.
- Ensured compliance with FDA, OSHA, CLIA, cGMP, and internal SOPs.
- Reported unsafe conditions, maintained supplies, and communicated with other service areas to ensure accurate documentation.
Customer Service/Sales Specialist Lead at Verizon (2017-06 – 2018-11)
(Hybrid)
- Handled (200+) inbound and outbound calls daily, delivering accurate information about products, services, and account details.
- Resolved customer complaints with empathy and efficiency, de-escalating tense situations while maintaining a professional demeanor.
- Maintained a monthly customer satisfaction (CSAT) rating of (95%) and achieved a (90%) first-call resolution rate, exceeding center benchmarks.
- Accurately documented call details, processed transactions, and updated client records within internal databases and CRM software.
- Identified customer needs to cross-sell or up-sell relevant products and services, increasing average order values and account upgrades.
- Navigated multi-channel platforms (phone, email, live chat) and utilized (500) item databases to troubleshoot and research solutions.
Customer Service at MediaCom Cable (2015-03 – 2017-05)
- Guide customers through basic troubleshooting for cable boxes, routers, modems, and internet connectivity.
- Process payments, explain billing statements, adjust service tiers, and update personal account details.
- Schedule and dispatch field technicians for on-site repairs or new installations.
- Answer questions about upgrades, promotions, and new products (e.g., streaming services, home phone).
- Log customer interactions, system issues, and resolutions into the company database
- Handled (200+) inbound and outbound calls daily, delivering accurate information about products, services, and account details.
