In this role I acted as the primary liaison/ customer representative throughout the implementation process which included installation, customer training, and future applications support. ♦ Successfully cross trained in both molecular & clinical chemistry diagnostics to broaden product knowledge and provide additional support to a wider portfolio of customers.♦Provided highly visible, self supervised, and self directed on site customer support based on an individualized assessment of their personnel, organizational structure, and workflow. ♦Reviewed, analyzed, and resolved both routine and complex customer inquiries involving Roche solutions.

In this role, I collected, verified, and analyzed 200+ samples from acute and chronic hospital patients; guarantee integrity and quality of specimens. I performed histological measures while working closely with pathologists to ensure quality test outcomes for diagnostic purposes. I also learned and leveraged new testing methodologies while sustaining 100% accuracy across new and legacy processes. Successes ♦ Applied flexibility and adaptability working on call, 24/7, 7 days monthly supporting time-sensitive patient care and physician services. ♦  Received advanced Histotechnologist certification (HTL) via self-development and successful knowledge demonstration.♦  Exceeded all quarterly and yearly data metrics/KPIs by 30%+, 01/2019 to Current.

In this role, I cultivated strong working relationships with doctors, providers, surgeons, and nurses to deliver best-in-class service. I saved money by implementing highly cost-effective urology sampling procedures. I also served as Customer Advocate and supported the development and implementation of new protocols established as best practices.Successes♦  Implemented ‘fetal demise progression protocol’; boosted efficiency, decreased turnaround time for family funeral services, and subsequently increased patient satisfaction and brand credibility.♦ Launched ‘pediatric disaccharidase protocol’; drove process compliance which optimized specimen quality for interpretation.♦ Promoted to Histotechnologist as a result of consistent laboratory skillset growth, 100% attendance, regulatory compliance, and customer service excellence attributes.

In this role, I engaged with a multidisciplinary healthcare team to identify patient needs, determine vitals, perform assessments/treatments, etc. I administered essential living activities for 15+ patients per day including personal hygiene management, feeding, and ambulation.Successes ♦Responded to emergencies and immediate needs of patients; delivered best-in-class patient experience across all interactions.♦ Developed fluency in communicating with medical professionals, patients, and their families.