Zoe Cox
Two Wells,SA
Summary
Highly experienced phlebotomist at Australian Clinical Labs with 11 years experience, adept in specimen collection and maintaining high customer service standards. Excells in phlebotomy expertise and fostering team collaboration, also works well independently and is highly motivated. Skilled in active listening and patient relations.
Excelled in customer service management at Coles Supermarket, enhancing customer satisfaction while managing a large team.
Overview
25
25
years of professional experience
Work History
Pathology Collector
Australian Clinical Labs
01.2014 - Current
- Carries out daily duties accurately and efficiently.
- Demonstrates respect, friendliness, and willingness to help wherever needed.
- Performs duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Maintains energy and enthusiasm in fast-paced environment.
- Uses critical thinking to break down problems, evaluate solutions and make decisions.
- Offers friendly and efficient service to customers, handles challenging situations with ease.
- Develops and maintained courteous and effective working relationships.
- Collect blood samples with focus on accuracy and efficiency.
- Keeps supplies organized and well-stocked.
- Provides instruction on Holter monitor, and 24 hour BP machines and connects patient to analysers.
- Schedules patients for testing, provides information and answers questions.
- Administers testing with ECG for patients experiencing events and as a screening tool.
- Contacts patients to discuss recall requirements
- Communicates and builds excellent relationships with doctors and medical centre staff
- Communicates efficiently with management and laboratory staff
Customer Service Manager
Coles Supermarket
01.2000 - 07.2010
- Carried out daily duties accurately and efficiently.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Maintained energy and enthusiasm in fast-paced environment.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Rostering within budgets
- First Aid officer
- Work Health and Safety representative
- Friendly and efficient service to customers, handled challenging situations with ease.
- Developed and maintained courteous and effective working relationships.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Education
Pathology Cert IV - Pathology
Tafe SA
2013
Certificate IV - Retail Management
Coles Traineeship Program
2002
Skills
- Phone and communication
- Rostering
- Ability to foster excellent relationships within the medical centres with doctors and other staff
- Word Processing and computer skills
- UDS trained
- Empathy and compassion
- Customer service
- Paediatric and difficult Bleeds
- Extensive testing and procedures knowledge
Community activities
Community Netball coach
- Coaching 1 senior team and 2 junior teams are Fireworks Netball Club
- Assistant junior coordinator and U15s team manager at Two Wells Football and Netball Club
References
References are available upon request
Timeline
Pathology Collector
Australian Clinical Labs
01.2014 - Current
Customer Service Manager
Coles Supermarket
01.2000 - 07.2010
Pathology Cert IV - Pathology
Tafe SA
Certificate IV - Retail Management
Coles Traineeship Program