Outpatient Phlebotomist - University of Rochester Medical Center (UR Medicine) - Rochester, NY
(2025-01)
- Perform high-volume blood collection for approximately 150 patients per day in an outpatient laboratory setting.
- Collect specimens from adult, pediatric, and newborn patients using venipuncture and capillary techniques while prioritizing patient identification, safety, comfort, and specimen quality.
- Perform blood cultures and newborn collections and prepare specimens for laboratory testing.
- Process and centrifuge specimens accurately and follow established laboratory procedures for labeling, handling, and routing.
- Communicate with patients and caregivers from diverse backgrounds, explain collection procedures, and provide professional, compassionate service.
- Work effectively in a fast-paced, team-oriented environment while balancing competing priorities and maintaining accuracy.
Technical Support / Customer Service Representative - Technology Professionals
(2023-01 - 2024-04)
- Supported New York State government users and assisted multiple state agencies with technical issues and customer-service needs.
- Troubleshot software, operating-system, and hardware issues and provided clear, efficient solutions to end users.
- Translated complex technical information into easy-to-understand instructions while managing multiple requests.
Paycheck Payee - Action I25 Team Member (Temporary)
(2019-02 - 2019-05)
- Assisted employees with Flexible Spending Account (FSA) and Dependent Care Account (DCA) questions and claims.
- Reviewed and submitted claims, handled 50–60 inbound calls per day, and provided tier-one online troubleshooting.
- Managed escalated calls and documented customer interactions accurately.
Debt Collection Specialist - Coast Professional, Inc.
(2018-08 - 2018-12)
- Handled 20–30 inbound and 100–200 outbound calls daily while maintaining detailed records of consumer interactions.
- Assisted borrowers with documentation, repayment arrangements, and account questions while following CFPB and FDCPA requirements.
Customer Service Representative - Verizon Wireless
(2017-07 - 2018-02)
- Handled 40–50 inbound customer calls per day, resolved service concerns, and de-escalated difficult situations.
- Provided tier-one technical support and assisted customers with upgrades, plans, payments, warranty/insurance claims, and account changes.
Food Stamp Team Member (Temporary) - Monroe County Human Resources
(2016-07 - 2017-03)
- Reviewed public-assistance cases, verified eligibility information, corrected coding, and communicated required information to clients.
- Worked on the ABAWD team to determine eligibility based on case and geographic requirements.
Customer Service Representative (Temporary) - Veteran Choice Program
(2015-06 - 2016-01)
- Verified veteran and provider information, scheduled appointments, and coordinated medical consults with healthcare providers.
- Handled inbound calls and escalations and assisted with authorizations for procedures, office visits, and surgeries.
- Worked with providers and the Department of Veterans Affairs to ensure required medical information and documentation were received.
