Kathleen Byrd-Johnson
Charlotte,NC
Summary
Achieved significant contributions to American Red Cross Blood Services by leveraging exceptional communication skills and data entry proficiency to exceed daily production standards. Innovated donor recruitment strategies, enhancing the donor base and ensuring a steady blood supply, while maintaining high customer service standards and reducing deferral rates.
Overview
7
7
years of professional experience
Work History
Service Agent II
American Red Cross Blood Services
12.2017 - Current
- Conduct 100+ outbound calls to specialized donors using a dialer system and customized scripts to recruit new and repeat blood donations, while promoting new donation procedures.
- Utilize multiple computer systems to identify suitable blood drives for donors, updating records and documenting call outcomes efficiently.
- Schedule 20+ donor appointments daily, ensuring a positive service experience to maximize attendance rates.
- Adhere to established call processes and scripts to maintain a consistent donor experience.
- Meet daily production standards for call volume and appointments, contributing significantly to overall collection goals.
- Develop expertise in donor eligibility criteria to effectively inform donors, reducing deferral rates.
- Maintain accurate records of donor interactions and appointments to prevent errors and enhance customer relations.
- Identify and implement innovative donor recruitment strategies to expand the donor base and ensure sufficient blood supply.
- Provide backup support to the inbound team, addressing inquiries and ensuring smooth operational flow.
Skills
- Cross-Selling and Upselling
- Customer Service
- Listening Skills
- Excellent Communication
- Handling Customer Complaints
- Data Entry
- Performance Goals
- Documentation And Reporting
Timeline
Service Agent II
American Red Cross Blood Services
12.2017 - Current