CARRIE A N D R E W S
Tucson
Summary
A Customer Service/Call Center Professional with over 10-years of experience. I am a dependable candidate who is a team player, with strong organizational and analytical skills with an attention to detail.
Overview
1
1
Certification
11
11
years of professional experience
Work History
CC Data Coordinator II
AMERICAN RED CROSS
11.2024 - Current
- Support all BioMed customers through multiple channels - Including but not limited to - Database maintenance, Email, Modifications/Data Entry, Mobile App support, Text, and Web support
- Receive customer communications nationwide. Resolve customer issues directly and/or work with team members to escalate and resolve issues quickly to ensure satisfaction.
- Receive customer communications nationwide. Resolve customer issues directly and/or work with team members to escalate and resolve issues quickly to ensure satisfaction.
- Operational support and administrative duties using one or multiple systems with little supervision.
Lead Coaching
American Red Cross
06.2018 - 11.2024
- Facilitate On-the-Job Training for 5-10 new hire/promotional classes.
- Provide one-on-one performance improvement training sessions for staff.
- Assist in the develop of workshops and training materials.
- Support call center operations in the absence of a supervisor.
- Assist in the interviewing and onboarding of new coaching leads.
- Assist in the facilitation and execution of special projects.
Service Agent II
American Red Cross
06.2017 - 06.2018
- Provided outbound call support focused on scheduling donor appointments, for Platelets, Plasma, Whole Blood and Power Red blood procedure types.
- Provided peer-to-peer support of agents when necessary.
- Maintained daily production standards, including phone calls, and appointment per hour rates, meet and exceeded established collection goals.
Service Agent I
American Red Cross
01.2016 - 06.2017
- Contacted blood donors by telephone using dialer system to recruit blood donations for Whole Blood and Power Red procedure types.
- Developed a working knowledge of donor criteria to inform donors of eligibility and reduce deferral rates.
Education
AS - General Studies
Tomball College
01-2004
AAS - Culinary Arts
Art Institute of Houston
01-1995
Skills
- Advance knowledge of Microsoft Office Applications
- Supervisory knowledge of Avaya and DRMS Systems
- Experience with tracking data and performance results
- Report generation
- Customer service
- Time management
Certification
- Diversity, Equity & Inclusion in the Workplace Certificate, University of South Florida, 2022
- Ethical & Inclusive Leadership Certificate, University of South Florida, 2022
- Donor Service Culture Ambassador 2022/2023
- Featured in the Employee Spotlight by the Arizona/New Mexico Communications Department
- Maintained an Exceeds Rating with Survey average scores 99.0% or higher every year as Lead Coaching
- Maintains 100% Productivity Rating every week as CC Data Coordinator II
Timeline
CC Data Coordinator II
AMERICAN RED CROSS
11.2024 - Current
Lead Coaching
American Red Cross
06.2018 - 11.2024
Service Agent II
American Red Cross
06.2017 - 06.2018
Service Agent I
American Red Cross
01.2016 - 06.2017
AAS - Culinary Arts
Art Institute of Houston
AS - General Studies
Tomball College