Paula Davis-Robinson
Atlanta
Summary
Customer Service Associate Team Leader with extensive experience in team management and customer relations. Demonstrated ability to lead teams in achieving and surpassing customer service objectives while ensuring high client satisfaction. Expertise in conflict resolution, effective communication, and multitasking in dynamic environments. Previous roles resulted in enhanced team performance and consistently elevated customer satisfaction ratings.
Overview
7
7
years of professional experience
Work History
Phlebotomist
CSL PLASMA
02.2019 - 05.2023
- In compliance with SOPs, performs all aspects of the pheresis procedure and plasma collection, including donor set-up, donor monitoring and donor disconnect.
- In compliance with SOPs and Food & Drug Administration (FDA) guidelines, performs venipuncture on donors to begin pheresis process.
- Evaluates vein performance of the donor to identify possible problems; makes necessary corrections in order to expedite donation time and ensure product quality and donor safety. Ensures donation process is efficient and makes adjustments when necessary to make the process a positive experience for the donor.
- May educate new donors on the use of therapeutic products made from donated plasma. Explains the screening process, the health screening tests performed, the appointment system, donation fees, center policies, proper nutrition and any other information pertinent to the donor. Ensures that all donor questions are answered timely, accurately and professionally.
- Maintains alertness to any reaction by donors and assists with reactions or notifies appropriate staff.
- Uses Personal Digital Assistant (PDA) to record incidents that occur during the pheresis process, such as machine alerts and alarms, volume variances and donor adverse events.
- Required to perform calibrations and verify that maintenance has been performed as outlined in the SOPs. Required to respond to and resolve complex equipment alarms or donor issues.
- Troubleshoots equipment failures. Creates incident documentation, removes and/or replaces equipment from service.
- Monitors donor flow on the donor floor to assure continuous turnover. Alerts Group Leader of Supervisor of donor flow issues.
- Collects arm samples or whole blood samples from donors for testing.
- Ensures the accurate recording of donor data in the electronic donor information management system as outlined in the Standard Operating Procedures (SOPs).
- Understands the policies and procedures associated with hyper immune programs at the center if applicable.
- Maintains clean efficient work environment, and ensures sufficient operating supplies and forms are available as needed. Follows all Health Safety & Environmental (HSE) and Occupational Safety and Health Administration (OSHA) policies and procedures. Promotes safety in all actions.
- Maintains confidentiality of all personnel, donor and center information
Desk Manager
Rainbow
10.2017 - 02.2019
- Oversees daily store operations.
- Greet customers upon entry.
- Training new employees per SOP.
- Stock control, Counting inventory for end of month count.
- Ensure sales target is met daily.
- Maintain a organized and clean store.
- Assist customers with a good attitude.
Crew Member
Dunkin Donuts
08.2016 - 10.2017
- Handled customer inquiries and resolved issues with professionalism.
- Restocked supplies and ingredients to support daily operations effectively.
- Collaborated with team to ensure timely service during peak hours.
- Served food quickly for positive guest experiences.
- Provided excellent customer service to maintain a positive atmosphere for guests.
- Ensure the register has the correct amount of money.
- Timely and efficient responses to customer inquiries can greatly boost satisfaction and build trust.
- Prepared and served beverages and food items to customers efficiently.
- Maintained cleanliness and organization of the dining area and workstations.
- Operated cash register and processed customer transactions accurately.
- Assisted in training new team members on operational procedures.
Education
High School Diploma -
Booker T Washington
GASkills
- Computer skills
- Leadership experience
- Communication skills
- Organizational abilities
- Interpersonal skills
- Collaboration
- Problem-solving
- Regulatory compliance
- Empathy
- Customer service excellence
- Retail sales expertise
- Attention to detail
References
Sundae Patrick, Manager, 470-263-7997
Timeline
Phlebotomist
CSL PLASMA
02.2019 - 05.2023
Desk Manager
Rainbow
10.2017 - 02.2019
Crew Member
Dunkin Donuts
08.2016 - 10.2017
High School Diploma -
Booker T Washington