Keneva Foster
Charlotte
Summary
Dedicated professional test result counselor with a proven track record in effective communication and empathetic listening. Skilled in guiding donors through the complexities of understanding and processing test results while providing essential emotional support and resources. A collaborative team player committed to fostering an environment that promotes collective success and enhances the overall experience for those served. Passionate about making a positive impact in the lives of individuals during challenging times.
Overview
12
12
years of professional experience
Work History
Infectious Disease Counselor
American Red Cross
03.2020 - Current
- Counseled donors on false or confirmed positive test results (HIV, HBV, HCV, Syphilis, T.cruzi, Zika, and HLA).
- Arranged follow-up reentry testing of communicable and zoonotic diseases as required by applicable research or follow-up study protocol or at donor, consignee, or medical review board request for an average of 30-50 donors per
month. - Performed Recipient Traceback(lookback) investigations for donors with HIV, HCV, and Chagas confirmed
positive test results. - Served as a notification liaison for hospital partners, military, state, and local agencies as required by law.
- Identified and analyzed public health issues and their impact on operations that are critical to transfusion services, donor, and recipient health.
- Corresponded testing methodology and test results with consignees and state health departments upon request.
- Facilitated retrospective study projects to retrieve products with past confirmed positive test results based on FDA testing guideline changes.
Customer Engagement Advocate
Target
10.2017 - 08.2019
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
- Greeted customers to facilitate services, determine service needs and accurately input orders into electronic systems.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Collected customer feedback and recommended procedural or product changes to enhance future service delivery.
- Escalated customer concerns, store issues and inventory requirements to supervisors.
- Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
- Addressed customer service inquiries quickly and accurately.
Patient Safety Attendant
WellStar Health System
09.2014 - 12.2016
- Volunteered to work additional shifts and overtime during busy periods to maintain proper staffing and floor coverage.
- Exhibited compassionate care for emotionally charged situations surrounding death and dying.
- Monitored and provided a secure environment for high-risk patients who are often mentally confused, combative, verbally abusive, and actively suicidal to make sure they are safe and comfortable.
- Provided general patient care duties including monitoring of behavior and health conditions as directed by the registered nurse.
- Provided close observation of patients at the bedside, offering support and compassion.
- Observed and documented patients' status and report complaints and all unusual behavior or changes to the case manager/nurse.
Cashier
Kroger
07.2013 - 11.2014
- Troubleshoot and resolve issues with cash registers, card scanners and printers.
- Inspected items for damage and reported issues to supervisor to return unsalable merchandise and obtain replacements for customers.
- Read weekly sales inserts and track changing prices to remain up-to-date on store promotions.
- Assisted customers with account updates, new service additions and promotional offers.
- Helped customers find specific products, answering questions and offering advice.
- Maintained high productivity by efficiently processing cash, credit, debit and voucher program payments for customers.
- Trained new team members in cash register operation, stock procedures and customer service.
Education
Bachelor of Science - Biology, Minor in Public Health
Queens University of Charlotte
Charlotte, NC05.2020
Associate of Science - Biology
Georgia Highlands College
Rome, GA07.2017
Skills
- Retail sales customer service
- Credit card payment processing
- Quality assurance controls
- Problem-solving abilities
- Providing customer engagement and support
- Providing customer service
- Customer complaint resolution
- Customer service experience
- Active listening, building rapport, empathy, trustworthiness,
- Patience, communication, public speaking and presentation, microsoft office 365
- Empathy and effective communication
- Needs assessment
Timeline
Infectious Disease Counselor
American Red Cross
03.2020 - Current
Customer Engagement Advocate
Target
10.2017 - 08.2019
Patient Safety Attendant
WellStar Health System
09.2014 - 12.2016
Cashier
Kroger
07.2013 - 11.2014
Associate of Science - Biology
Georgia Highlands College
Bachelor of Science - Biology, Minor in Public Health
Queens University of Charlotte