Summary
Overview
Work history
Education
Skills
Interests
Languages
Timeline
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MICHELLE CUBERO

MICHELLE CUBERO

MIDDLE VILLAGE,QUEENS

Summary

With over five years of experience in customer service and telemarketing, coupled with a commitment to humanitarian causes, enthusiastic about the opportunity to contribute to your life-saving mission.

Extensive experience in making outbound calls and achieving sales quotas. Equipped me with the necessary skills to effectively schedule blood donors from various sources and ensure consistent donor experiences – key responsibilities of the Blood Donor Scheduler role. Proven track record of engaging donors and efficiently managing detailed records, which I am eager to leverage to meet and exceed the Red Cross’s blood collection goals.

The values of the American Red Cross deeply resonate with me. Your commitment to diversity, inclusivity, and providing a collaborative and respectful work environment aligns perfectly with my professional ethos. I am excited about the prospect of being part of a team where I can grow, contribute meaningfully, and help maintain the high standards of care and compassion that the Red Cross is known for.

Previous roles demonstrated my ability to work effectively in fast-paced environments and handle potentially challenging customer interactions with empathy and professionalism. These experiences have prepared me to contribute positively to your team and uphold the Red Cross’s commitment to serving communities in a culturally competent manner. Eager to American Red Cross as a Blood Donor Scheduler is an opportunity for me to be part of a mission that is much larger than myself. It is a chance to make a tangible difference every day and be a force for good in the world. Genuinely enthusiastic about bringing my skills, dedication, and passion to your esteemed organization, and am confident in my ability to make a significant contribution.

Overview

27
27
years of professional experience
1
1
year of post-secondary education

Work history

National Support Team Onboarding Specialist

Tracy Elder
Virtual, USA
07.2021 - Current
  • Managing 100 telecruitment calls weekly, focusing on customer engagement and satisfaction increasing by 98% in successfully engaging them into scheduling interviews.
  • Enhancing donor retention by 40% through effective follow-up strategies and personalized communication.
  • Collaborating with a team to implement a customer feedback system, improving service quality by 25%.
  • Audited completed interviews, increasing productivity by 100%.
  • Conducting back-to-backs and 100% new Biomedical volunteers placement in their new roles.

National Scheduling Specialist

NHQ, BVWE
  • Team Member and Engagement Lead

Blood Donor Ambassador

American Red Cross
Connecticut, NY
01.2021 - 12.2022
  • Fostered long-term blood donor relationships with excellent customer services with a 50% increase in returning donors.
  • Offered a warm reception to donors, ensuring a smooth donation trajectory
  • Managed donor flow efficiently by 98%.
  • Set benchmarks in customer service standards by 99%.
  • Prioritized donor safety and hygiene of donation sites with 100% customer service and performance satisfaction.
  • Advocated for the use of the Donor App and RapidPass which donor retentions by 70%.

National Donor Ambassador Scheduling Specialist

American Red Cross
Virtual, USA
01.2021 - 12.2022
  • Made 200 to 400+ telecruitment touchpoints with almost 100% blood drive fill rates.
  • 200+ outbound calls made to assist them in scheduling Blood Donor Ambassadors to support their local blood drives with 100% success rates.
  • Increased Blood Donor Ambassador volunteer retention rate by 60%.

Support (Special, Interim Associate Lead

BIO, NST, American Red Cross
01.2021 - 01.2022
  • Public Shift Tool, Key role in telecruiting activities, including calling volunteers for upcoming appointments with 99% success in responses and all attended blood drives and integration into Blood Donor Ambassador role.
  • Managed communication with both volunteers and leadership which led to 100% volunteer and employee satisfaction.
  • Supported the transition of PST Volunteers to Biomed Blood Donor Ambassador positions and brought in 98% of new Blood Donor Ambassadors.
  • Data entry tasks in Volunteer Connection management, with 100% success in blood drives engagement

Public Shift Tool Donor Ambassador Associate Lead

American Red Cross
Virtual, USA
12.2021 - 12.2022
  • Volunteers without the Donor Ambassador position attended local blood drives with 100% successful attendance.
  • Communicated regularly, through phone and email, with volunteers to recruit for long-term Donor Ambassador assignments, with 95% successful role integrations.
  • Performed data entry to ensure accurate volunteer records which increased 100% success in volunteer retention.
  • Received and shared feedback from volunteers regarding assignments to their leadership which increased 100% volunteer experience satisfaction.
  • Ability to consistently make successful pre-shift and post-shift 200+ touchpoints per week.

Operations Manager

Admiral Coach Ent. and Budget Tours Inc
01.1997 - 01.2016
  • Initiated marketing and sales campaigns, expanding clientele and diversifying service offerings leading to 100% business success.
  • Formulated and executed recruiting strategies, targeting diverse customer segments with 99% success in new clients from the launch date.
  • Translated customer feedback into strategic business decisions, ensuring alignment with market trends and demands which led to 100% success.
  • Enhanced online visibility through email marketing and active social media engagement, fostering customer loyalty and engagement by 100%.
  • Addressed challenges including service standard maintenance, competitive positioning, regulatory compliance, and financial workload management led to 100% customer experience satisfaction.
  • Employed traditional communication tools like telephones and beepers for immediate business needs, ensuring efficient communication
  • Supervised ticketing operations, liaised with agents, and managed direct ticket purchasing from drivers to optimize revenue to 100% goal.
  • Prioritized and implemented customer feedback mechanisms, promoting continuous service enhancement for continued 100% customer satisfaction.
  • Created avenues for customers to report unsafe operations, enhancing transparency and service accountability to ensure 100% satisfaction.
  • Assisted with multilingualism to communicate and clientele, and enrich customer interactions which increased the75% diverse clients.

Education

Emergency Medical Technician

St. John's University
Queens, New York USA
06.2021 - 08.2021

G.E.D. -

LaGuardia Community College
Long Island City, New York/USA
02.2010 - 11.2010

LaGuardia C

Skills

  • Telephone and customer service and telemarketing
  • Meeting sales quota
  • Face-to-face client interactions
  • Outbound calls
  • Computer experience, excellent customer service, and problem-solving skills
  • Effective verbal communication skills, the ability to work with potentially difficult customers, and comfort working in a fast-paced environment

Interests

Activities: I am a marathon runner and have completed 10 marathons so far, coming in 1st place in all of them. Apart from running, I also enjoy reading and writing.

Languages

Spanish
Native
American Sign Lanuage
Native

Timeline

Public Shift Tool Donor Ambassador Associate Lead

American Red Cross
12.2021 - 12.2022

National Support Team Onboarding Specialist

Tracy Elder
07.2021 - Current

Emergency Medical Technician

St. John's University
06.2021 - 08.2021

Blood Donor Ambassador

American Red Cross
01.2021 - 12.2022

National Donor Ambassador Scheduling Specialist

American Red Cross
01.2021 - 12.2022

Support (Special, Interim Associate Lead

BIO, NST, American Red Cross
01.2021 - 01.2022

G.E.D. -

LaGuardia Community College
02.2010 - 11.2010

Operations Manager

Admiral Coach Ent. and Budget Tours Inc
01.1997 - 01.2016

National Scheduling Specialist

NHQ, BVWE

LaGuardia C
MICHELLE CUBERO