Iesha Dixon
Upper Marlboro,MD
Summary
Dedicated Customer Service professional with over several years of experience. Knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Utilize top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
10
10
years of professional experience
Work History
Patient Care Tech
Labcorp Coperation Of America/40hrs
07.2023 - Current
- Greeted patients/guests at front desk and engaged in pleasant conversations while managing check-in process.
- Collected and distributed messages to team members and managers to support open communication and high customer service.Promoted a safe and inclusive healthcare environment, adhering to policies and procedures while advocating for the well-being of all patients.
- Perform data entry of patient information in an accurate and timely manner
- Perform blood collections by venipuncture and capillary techniques for all age groups
- Collect specimens for drug screens, paternity tests, alcohol tests etc
- Process billing information and collect payments when required
- Prepare all collected specimens for testing and analysis
- Maintain patient and specimen information logs
- Provide superior customer service to all patients
- Administrative and clerical duties as necessary.
Phlebotomist
MedStar Georgetown University Hospital/40hrs
03.2020 - 07.2023
- Perform blood draw via vein puncture
- Ensure patient safety and sanitation during process
- Have the best bedside manner while communicating with the patients
- Use prior knowledge to fulfill the need of a successful blood draw
- Work well under pressure and have the best attitude no matter the circumstances
- Work swiftly, safely and, accurately to ensure proper techniques of labeling and handling blood samples
- Collect blood samples via venipuncture and skin puncture on 40-60 patients daily, ensuring patient is comfortable to reduce anxiety
- Apply proper techniques when drawing, handling and preparing specimen samples to minimize cross-contamination and help guarantee quality laboratory results
- Obtained and verified patient information prior to drawing blood
- Checked and stocked laboratory supplies
- Labeled and secured all specimens for transport to testing area
- Always followed hospital regulations safety protocols and privacy rules.
Patient Account Manager
George Washington Hospital/40 Hrs
03.2020 - 10.2021
- While in this position my responsibilities included but were not limited to, ensuring individual billing was completed, managing and scheduling daily workloads and coordination with other MedStar hospitals
- Used exceptional communication skills to build outstanding repute with patients and staff
- Under this position I directed weekly meetings to ensure patient and hospital ethics were upheld
- Programs used under this position were medconnect, emrLink and powerchart
- Use various ticket machine to make patient labels or to input work orders needed for the department.
Part Time Cosmetologist/Receptionist
JcPenny Salon/20 Hrs
11.2016 - 02.2020
- Provide beauty services, such as shampooing, cutting, coloring, and styling hair, and treating the scalp
- Give education on good hair care with clients through one on one consultations and meeting a desired look or product that best fits for their everyday life
- Deliver excellent customer service to all customers in the store
- Greet clients and visitors with a positive, helpful attitude
- Ensure reception area is tidy and presentable, with all necessary stationery and material
- Keeping records of customer interactions, transactions, comments and complaints
- Provide basic and accurate information in-person and via phone/email
- Meet daily salon goals of selling company merchandise
- Maintain a great clientele by meeting customer's expectations
- Answer phone calls and promptly respond to voicemails inquiring about hair services, scheduling guests with appropriate stylist based on experience and specialty
- Leveraged marketing and design skills to revamp point of sales, brochures, encouraging promotional update which led to increased traffic and a 35% revenue boost
- Mastered the company's full range of beauty products and services; increased add-on sales by an average of 20% annually by listening to client concerns and describing product benefits
- Frequently attend training sessions taught by oriented professional personnel, with a reputation for building strong, long lasting relationships with customers
- Ensure that all products are inventoried and ordered as needed.
- Developed strong rapport with clientele through consistent high-quality service, resulting in repeat business and referrals.
- Booked appointments, answered phones, greeted clients, handled payments, and created client service tickets.
Mobile Lab Coordinator
American Red Cross/20 Hrs
05.2016 - 07.2019
- Used my compassion and skills to collect lifesaving blood donations from our volunteer donors and ensure they have the best experience possible
- Transported equipment and setting up at the collection sites
- Ensured various locations were staffed to collect blood sample donations from volunteers
- Connected with donors to assist in cross matching
- Take the time to personally connect with donors - listen to their stories and help them understand the value of their donation
- Contribute to a friendly and fun environment
- Teamed up with my co-workers to keep our donors coming back again and again
- Be detailed oriented all day, every day, to ensure that the blood I collect meets goals, regulatory requirements and can be safely transfused
- Efficiently meet the needs of our donors and community.
Patient Care Advocate
Washington Rehabilitation And Nursing Center/40hrs
06.2014 - 10.2016
- Maintains business office inventory and equipment by checking stock to determine inventory level; anticipating needed supplies; placing and expediting orders for supplies; verifying receipt of supplies; scheduling equipment service and repairs
- Charted patient records
- Provided customer service to distributors for medication refill and inventory of supplies and medication
- Answer visitor's/caller's inquiries on scheduled appointments or any updated changes to their records
- Handle the tasks of typing, correspondence, written communication and reports as required
- Optimizes patients' satisfaction, provider time, and treatment room utilization by scheduling appointments in person or by telephone
- Keeps patient appointments on schedule by notifying the provider of patient's arrival; reviewing service delivery compared to schedule; reminding provider of service delays
- Ensures availability of treatment information by filing and retrieving patient records
- Providing excellent customer service by promptly answering patient inquiries.
- Protects patients' rights by maintaining the confidentiality of personal and financial information
- Maintains operations by following policies and procedures; reporting needed changes
- Contributes to team effort by accomplishing related results as needed.
Customer Service Manager
Profinity LLC/20hrs
12.2014 - 02.2016
- Handle customer inquiries, complaints, billing questions, and payment extensions/service request
- Persuade customers to keep an active account with the company
- Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions
- Resolved numerous inquiries daily and consistently met goals/deadlines given (speed, accuracy, and volume)
- Received recognition for resolving customer issues in a professional and timely matter
- Built strategic and trusting relationships with customers to perform win-win outcomes
- Soft sales of vouchers and other helpful credited items
- Undertaking remedial action to rectify any staff shortcomings
- Managing customer relationship in pre-sales for an effective handover to post sales
- Able to resolve conflicting consumer and project issues when necessary
- Obtains revenue by recording and updating financial information; recording and collecting customer's charges; controlling credit extended to customers; filing, collecting, and expediting third-party claims
- Take payment information and other pertinent information such as addresses and phone numbers
- Place or cancel orders
- Answer questions about warranties or terms of sale.
- Spearheaded initiatives aimed at reducing average call wait times, significantly improving overall client experience metrics.
- Championed technology adoption among team members, integrating tools that aided in delivering faster results for customers without sacrificing quality.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
Education
Some College (No Degree) -
Train Ace Academy of Computer Science
Greenbelt, MDSome College (No Degree) - Information Technology
Udemy Online Training Course
Some College (No Degree) -
#1 Phlebotomist Training Program
Skills
- Emotional Support
- Support Services
- Data Collection
- Supporting personal needs
- Time Management
- Calm Under Stress
- Effective Communication
- Proficient in Microsoft, powerpoint, etc
- Multitasking
- Problem Solving
- Organization
Timeline
Patient Care Tech
Labcorp Coperation Of America/40hrs
07.2023 - Current
Phlebotomist
MedStar Georgetown University Hospital/40hrs
03.2020 - 07.2023
Patient Account Manager
George Washington Hospital/40 Hrs
03.2020 - 10.2021
Part Time Cosmetologist/Receptionist
JcPenny Salon/20 Hrs
11.2016 - 02.2020
Mobile Lab Coordinator
American Red Cross/20 Hrs
05.2016 - 07.2019
Customer Service Manager
Profinity LLC/20hrs
12.2014 - 02.2016
Patient Care Advocate
Washington Rehabilitation And Nursing Center/40hrs
06.2014 - 10.2016
Some College (No Degree) -
Train Ace Academy of Computer Science
Some College (No Degree) - Information Technology
Udemy Online Training Course
Some College (No Degree) -
#1 Phlebotomist Training Program
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