Kylie Sapone
Concord
Summary
Professional with experience in management roles, prepared to drive organizational success. Known for strong team collaboration and adaptability to changing needs. Skilled in project management, strategic planning, and process optimization. Valued for reliability, problem-solving abilities, and results-driven approach.
Overview
9
9
years of professional experience
Work History
Mobile Collections Supervisor
National American Red Cross
08.2019 - 02.2025
- Enhanced collections efficiency by implementing and monitoring strategic collections plans.
- Streamlined department operations by optimizing workflows, policies, and procedures.
- Maintained a high level of customer satisfaction through professional communication and dispute resolution tactics.
- Established performance metrics to evaluate team success and identify areas for improvement.
- Interviewed and assisted in selection of candidates for collections positions.
- Mentored junior staff members on best practices in collection techniques and procedures.
- Improved team productivity through ongoing coaching, training, and performance evaluations.
- Scheduled regular team meetings to review goals, analyze results data, discuss challenges faced during the collection process.
- Identified needs and provided training to clarify expectations of collections staff.
- Recommended and implemented techniques to improve productivity.
- Trained collections staff and reviewed work to reach compliance requirements and company policies.
- Coordinated the implementation of new systems or tools to enhance collections operations.
- Collaborated with cross-functional teams to improve overall collections statistics.
- Managed escalated customer issues, providing resolutions that balanced both company interests and donor needs.
- Kept high average of performance evaluations.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered merits for staff.
- Interceded between employees during arguments and diffused tense situations.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Conducted regulatory inventory checks.
- Scheduled regulatory maintenance on fleet vehicles/promasters.
- Ensure damaged equipment is dispersed to EMD in a timely manner.
- Conduct site checks for new potential drive sites, to ensure site suitability is met.
- Ensure vendor deliveries arrive in a timely manner.
- Schedule unexpected third-party couriers.
- Ensure staff are comprehensive of new implement/procedure changes prior to implement date.
- Ensure proper time for staff to address any issues or concerns prior to any new implement
- Consult HR pertaining to disciplinary action.
- Promptly document performance issues or disciplinary actions.
- Coordinate quarterly team building and developmental experiences.
- Ensure daily accuracy of staff schedules.
- Manage a team of efficient, high performing phlebotomist.
On the Job Instructor
National American Red Cross
05.2016 - 02.2025
- Promoted a positive learning environment by establishing clear expectations and maintaining consistent classroom management techniques.
- Tracked student progress, frequently checking in with struggling students and identifying root causes of problems.
- Boosted student performance by providing individualized support and targeted feedback.
- Initiated new learning methods, eliminating instructional gaps and improving comprehension.
- Improved student performance by defining clear goals and communicating performance metrics.
Collections Tech III
National American Red Cross
04.2016 - 02.2025
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Performed Apheresis procedures on Apheresis machines.
- Developed and maintained courteous and effective working relationships.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Collections Team Lead
National American Red Cross
06.2016 - 08.2019
- Oversee blood drive operations.
- Maintain blood drive efficiency
- Identify and resolve site issues as well as and driver operation issues.
- Delegate on site tasks to staff.
- Stay current on all compliant training.
- Maintain professional and compassionate with donors, coworkers and other departments.
- Monitor donor reactions and promptly assist any adverse reactions.
- Accurately record electronic donor information and results.
- Perform phlebotomy procedures.
Mobile Phlebotomist
National American Red Cross
10.2015 - 04.2016
- Organized daily work based on collection priority.
- Reduced wait times for donors by effectively managing daily appointments for mobile phlebotomy services.
- Stocked phlebotomy cart or carrier with appropriate supplies.
- Maintained a high level of accuracy in performing venipunctures for diverse donors, including those with challenging veins.
- Protected donors by following infection control, sharps disposal, and biohazardous waste disposal procedures.
- Enhanced donor trust with compassionate care, professional demeanor, and confidentiality in handling sensitive information.
- Improved efficiency with accurate and timely completion of blood donations and specimen labeling.
- Labeled transfer tubes and followed exact directions for handling and storing specimens for transport.
- Fostered positive relationships with donors, generating repeat donations through excellent customer service.
- Demonstrated adaptability by providing phlebotomy services in various settings such as businesses, assisted living facilities, restaurants and bloodmobiles.
- Supported quality assurance initiatives through consistent adherence to established protocols during all aspects of the phlebotomy process.
- Increased donor satisfaction by addressing concerns and answering questions related to the donation process.
- Promoted a safe working environment by consistently practicing proper infection control techniques and maintaining clean work areas.
- Used personal protective equipment correctly to protect coworkers and donors.
- Assembled tourniquets, needles, and blood collection devices to prepare work trays.
- Participated in continuing education programs to stay up to date on new technologies and procedures.
- Adhered to HIPAA standards and maintained donor confidentiality in all interactions.
- Verified donors' identification for proper sample collection.
- Collected blood samples in accordance with laboratory protocols and regulations.
Education
Phlebotomy Certification - Phlebotomy
Lex La-Ray Technical Center
Lexington, MO05-2015
High School Diploma -
Santa Fe High School
Alma05-2009
Skills
- Team leadership
- Communication skills
- Employee training
- Team supervision
- Staff coaching
- Staff training
- Client resolution
- Teamwork orientation
- Professionalism and ethics
- Relationship building
- Goal-oriented mindset
- Process improvements
- CPR Certified
- Language of Caring Facilitator
- Power BI
- Microsoft Office
- Gmail
Accomplishments
- Supervised team of 15 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Timeline
Mobile Collections Supervisor
National American Red Cross
08.2019 - 02.2025
Collections Team Lead
National American Red Cross
06.2016 - 08.2019
On the Job Instructor
National American Red Cross
05.2016 - 02.2025
Collections Tech III
National American Red Cross
04.2016 - 02.2025
Mobile Phlebotomist
National American Red Cross
10.2015 - 04.2016
Phlebotomy Certification - Phlebotomy
Lex La-Ray Technical Center
High School Diploma -
Santa Fe High School
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