Kriszel Anne Ngo

• Performed phlebotomy and processed blood and urine specimens, including neonatal collections (NMS, bilirubin, CBC), ensuring adherence to aseptic techniques and strict laboratory protocols.
• Managed data entry, specimen tracking, and troubleshooting using Epic systems to maintain seamless laboratory operations.
• Oversaw the Collection Management Bench, maintaining quality control, accurate organization, and compliance with handling standards.
• Collaborated with healthcare teams to address inquiries, support patient care, and ensure timely specimen dispatch to multiple locations.
• Trained and mentored new staff, enhancing skill development and promoting a culture of efficiency and collaboration.
• Played a key role in the YYC ED TAT project, optimizing turnaround times and achieving service goals.
• Led "Empathy in the Workplace" initiatives, fostering a supportive and collaborative work environment.

Key Accomplishments

• Reduced processing errors by implementing comprehensive staff training programs.
• Achieved 100% compliance during health and safety audits as a designated Health and Safety leader.
• Improved urgent specimen turnaround times by 15% through streamlined workflow optimization.
• Developed and executed a mentorship program, increasing new hire retention and job satisfaction.
• Contributed to significant process improvements, driving KPI advancements and operational efficiency.

• Led and motivated a high-performing team in a fast-paced environment to consistently achieve operational goals.
• Resolved customer complaints efficiently, ensuring satisfaction and fostering brand loyalty.
• Managed cash operations, including register balancing, transaction reconciliation, and daily deposits.
• Maintained accurate payroll records and ensured timely processing of staff payments.
• Implemented change management strategies and operational improvements to enhance team productivity.
• Mentored and developed staff, promoting internal growth and preparing employees for leadership roles.
• Monitored service quality and ensured compliance with brand standards, delivering exceptional customer experiences.

Key Accomplishments

• Streamlined shift management processes, reducing errors and improving team efficiency.
• Consistently exceeded customer service benchmarks, contributing to increased customer loyalty.
• Successfully trained and developed team members, with several advancing to leadership positions.
• Spearheaded process improvements, enhancing operational efficiency by 20% and reducing wait times.