Glenndalynn Elaine Frazier
Colorado Springs
Summary
Dynamic Lab Service Specialist with a proven track record at One Medical-Northgate COS, excelling in client retention and problem resolution. Adept at optimizing service quality through effective communication and critical thinking, resulting in increased customer satisfaction. Proficient in medical terminology and skilled in multitasking, ensuring efficient operations in fast-paced environments.
Overview
20
20
years of professional experience
Work History
Lab Service Specialist
One Medical-Northgate COS
11.2022 - Current
- Improved customer satisfaction by addressing and resolving service-related issues promptly and professionally.
- Consistently met or exceeded performance metrics related to service quality, response time, and customer satisfaction scores.
- Evaluated systems according to predetermined checklist and noted issues.
- Achieved high levels of productivity by optimizing workload management methods and prioritizing tasks according to urgency.
- Cultivated strong relationships with clients through excellent communication skills and genuine concern for their needs, leading to increased client retention rates over time.
- Conducted regular training sessions for staff, ensuring consistent delivery of exceptional services to customers.
- Inspected equipment to diagnose operational issues.
- Collaborated with team members to develop new strategies for improving service quality and efficiency.
- Delivered exceptional customer service by promptly addressing inquiries and resolving issues.
- Followed instructions from supervisor regarding daily job tasks and duties.
- Continuously adhered to strict regulations as well as detailed instructions, guidelines and specifications.
- Positively engaged with customers and maintained professional appearance as company representative.
- Reported issues to property manager so effective resolutions could be put into place.
- Performed phlebotomy tasks efficiently while ensuring minimal discomfort for patients during blood collection procedures.
- Assisted in minor surgical procedures, ensuring sterile environment and patient comfort.
- Performed EKGs and other diagnostic tests, contributing to accurate and timely diagnoses.
- Conducted routine laboratory tests to assist in diagnosis and treatment of conditions.
- Administered medications and injections as prescribed, adhering strictly to protocols for patient safety.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Prepared lab specimens for diagnostic evaluation.
- Assisted with routine checks and diagnostic testing by collecting and processing specimens.
- Updated inventory, expiration and vaccine logs to maintain current tracking documentation.
- Measured patient pulse oximetry.
- Measured patient spirometry.
Customer Service Representative
Internal Revenue Service, IRS
10.2018 - 11.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
Assistant Store Manager
Dollar Tree
07.2018 - 10.2018
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Rotated merchandise and displays to feature new products and promotions.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
Data Entry Clerk
Internal Revenue Service, IRS
01.2018 - 06.2018
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- I was responsible for inputting tax information from various Federal tax forms.
- Completed data entry tasks with accuracy and efficiency.
- Followed established procedures to enter and process data correctly.
Medical Assistant
University Of Kansas Health System
09.2005 - 10.2016
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Obtained client medical history, medication information, symptoms, and allergies.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Performed medical records management, including filing, organizing and scanning documents.
- Built strong relationships with patients through effective communication skills that foster trust in the clinic''s commitment to quality care.
- Maintained a safe and clean clinical environment by adhering to infection control guidelines and disposing of biohazardous waste properly.
- Ensured patient safety and comfort during examinations, effectively addressing concerns and answering questions.
- Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
- Boosted patient satisfaction by providing compassionate care and promptly addressing needs during visits.
- Enhanced clinic efficiency by assisting physicians with routine procedures and diagnostic tests.
- Coordinated patient referrals to specialists or other healthcare providers as needed for comprehensive care management plans.
- Improved patient experiences by efficiently managing appointments and maintaining organized medical records.
- Provided support during emergencies by administering first aid treatments under physician supervision until further assistance arrived.
- Improved clinical workflow with introduction of electronic health records system.
- Performed EKGs and other diagnostic tests, contributing to accurate and timely diagnoses.
- Conducted routine laboratory tests to assist in diagnosis and treatment of conditions.
- Facilitated positive patient experience, greeting patients warmly and providing clear directions within clinic.
- Contributed to clean and safe clinic environment by adhering to sanitation protocols.
- Administered medications and injections as prescribed, adhering strictly to protocols for patient safety.
- Updated inventory, expiration and vaccine logs to maintain current tracking documentation.
- Measured patient pulse oximetry.
Education
Diploma - Medical Assiting
Sanford-Brown College
North Kansas City, MO05-2003
Skills
- Client retention strategies
- Cross-functional coordination
- Clerical support
- Professional telephone demeanor
- Time management
- Multitasking and organization
- Critical thinking
- Active listening
- Verbal and written communication
- Money handling
- Problem resolution
- Adaptability and flexibility
- Shipping and receiving
- Relationship building
- Microsoft Excel
- Call center experience
- Computer proficiency
- Data entry
- Task prioritization
- Medical terminology
- Appointment scheduling
- Documentation
- Payment processing
- Microsoft Office Suite
- Filing
- Administrative support
- Scheduling
- Customer service
Timeline
Lab Service Specialist
One Medical-Northgate COS
11.2022 - Current
Customer Service Representative
Internal Revenue Service, IRS
10.2018 - 11.2021
Assistant Store Manager
Dollar Tree
07.2018 - 10.2018
Data Entry Clerk
Internal Revenue Service, IRS
01.2018 - 06.2018
Medical Assistant
University Of Kansas Health System
09.2005 - 10.2016
Diploma - Medical Assiting
Sanford-Brown College
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