Insightful Research Interviewer known for high productivity and efficient task completion. Specialize in qualitative data collection, statistical analysis, and effective communication. Excel in active listening, empathy, and critical thinking skills which enhance data quality and participant engagement. Navigate complex research environments with ease, ensuring accurate and timely project outcomes.
Hi, I’m
Stacy D. Wills
Birmingham,AL-Alabama
Summary
Overview
21
years of professional experience
1
Certification
Work History
University of Alabama at BirminghamBirmingham, AL
Research Interviewer/ Contact Investigator
08.2020 - Current
Job overview
- Worked collaboratively with Alabama Department of Health on behalf of the Centers for Disease Control efforts to mitigate the spread of covid-19 by gathering information by contacting Persons Under Investigation who tested positive for covid-19, their close contacts, as well as determining their initial point of exposure
- Provided persons under investigation with recommendations for guidance on how to mitigate the spread of covid-19 while in isolation and quarantine
- Case creation, merger, and deletion in ALNBS while following established protocol
- Contacted Long-Term Care facilities to verify outbreak status and forwarded correspondence to appropriate management leads
- Called various healthcare institutions and labs to obtain positive lab results for probable covid-19 persons under investigation, and to create cases for asymptomatic close contacts of individuals who tested positive for covid-19 prior
- Reviewed various lab reports to determine appropriate case status
- Sent out certified isolation and quarantine order letters to individuals who tested positive for covid-19 and close contacts after establishing symptom start date or date of close contact exposure
- Sent out correspondence letters to persons under investigation whom we were unable to contact
- Case error completion as required by State of Alabama with highest completion rate with minimal errors
- Proficient with Cisco Jabber VOIP system
- Proficient with Wincati Dos-Base system
- Conduct Behavioral Risk Factor Surveillance System interviews in accordance to state and CDC guidelines
- Conduct study interviews for Alabama Medicaid
- Schedule appointments for follow-up callbacks.
Wells Fargo BankBirmingham, AL
Customer Success Representative
05.2022 - 05.2023
Job overview
- Providing an exceptional customer experience while adhering to dynamic work guidelines, policies, and state and federal compliance regulations
- Efficiently answering customer inquiries via VOIP phone systems, responding to routine and moderately complex inquires and resolving customer issues in a professional, friendly, and courteous manner
- Excelled in a fast paced, collaborative environment, while maintaining accuracy, multitasking, effective communication while meeting QA and accountability requirements monthly
- Navigated multiple computer systems: researched and assessed customer needs, educated customers, and offered appropriate solutions
- Assisted customers by trouble shooting a variety of banking applications whether online or mobile, and forwarded to appropriate department for complex inquires.
Beauty Mania LLCBirmingham, AL
Customer Service
08.2015 - 02.2020
Job overview
- Hair consultation and assistance with current chemotherapy patients and breast cancer survivors
- Professional advice on hair care products and hair maintenance techniques
- Self Esteem building and influential guidance in proper methods of self-care
- Loss prevention and inventory assessment
- Stocking and product pricing
- Assist customers via telephone with products and pricing
- Customer callbacks when products become available
- Assistance with translation for employees and customers who are non-English speaking
- Product display setup
- Assistance in store purchasing of new merchandise based on observed customer needs
- Resolve customer conflicts when management is unavailable
- Provide exceptional customer service and counsel to all customers without exceptions.
UAB Psychiatry Clinical ResearchBirmingham, AL
Student Assistant
08.2012 - 03.2014
Job overview
- Conducted study screenings in person and over the phone for potential research subjects
- Recorded information from the surveys accurately and completely and forwarded the information to the appropriate study coordinator
- Maintained a high standard of phone etiquette while calling respondents and while conducting the required telephone screenings
- Greeted study participants, graduate students, medical monitors, and business clients kindly and courteously and forwarded them to the appropriate personnel
- Created binders for various study protocols
- Escorted patients to the UAB Outreach Lab, CRU, ER, and various other different areas of the hospital
- Performed records retention tasks while following proper guidelines for proper records storage
- Performed receptionist and other office organization duties
- Filled prescriptions for study participants while maintaining confidentiality in blinded and unblinded study protocols
- Delivered paperwork and grants to the UAB Institutional Review Board Office
- Picked up checks from the UAB Finance office for study participants and petty-cash checks for study coordinators
- Worked in the lab to assist with recording sample amount totals for the blood repository
- Reorganized the office copy room and filing area after relocation and filed assessments according to name, and classification type
- Created a custom phone log spreadsheet to accurately keep track of potential study participants and what study coordinator and study they were assigned to
- Picked up prescriptions from the Investigational Drug Pharmacy
- Completed data entry for various studies into the Red Cap system
- Distributed flyers throughout the hospital and the university to recruit more potential study participants
- Delivered interoffice mail to Human Resources as well as other departments
- Maintained a positive and professional attitude while assisting patients
- Assisted in any area needed for all members of the clinical research staff.
AmSouth/ Regions BankBirmingham, AL
Teller Specialist
02.2004 - 06.2009
Job overview
- Received and counted working cash at beginning of shift
- Oversaw night drop collection, assignment, and deposit processing
- Identified customers, validated and cashed checks
- Accepted cash and checks for deposit and checked accuracy of deposit slips
- Processed cash withdrawals
- Performed specialized tasks such as preparing cashier's checks, personal money orders, issuing traveler’s checks and exchanging foreign currency
- Performed services for customers such as ordering bank cards and checks
- Received and verified loan payments, mortgage payments and utility bill payments
- Recorded all transactions promptly, accurately and in compliance with bank procedures
- Balanced currency, cash and checks in cash drawer at end of each shift
- Answered inquiries regarding checking and savings accounts and other bank related products
- Primary processor of commercial transactions and deposits
- Resolved issues and problems with customer's accounts
- Initiated and opened new accounts
- Advised and promoted bank products and services to customers
- Performed monthly branch review
- Audited all tellers, safe boxes, main vault, and maintained the branch currency supply
- Reconciled GL accounts, tellers over and short, intra-bank cash transfers, and cash items daily
- Performed Branch Operations Manager duties as well as all head teller duties.
Rich's-MacysBirmingham, AL
Sales Associate
10.2003 - 02.2004
Job overview
- Customer service and cash register operation
- Stocking and display setup
- Credit card sales and payment processing
- Answered telephone inquiries in regard to merchandise, sales, and special promotions
- Cross-trained in order to work in the shoe department, juniors, ladies suits, dresses, and coats, costume jewelry, and lingerie department.
The Parker GroupBirmingham, AL
Surveyor
08.2003 - 10.2003
Job overview
- Conducted political surveys for research clients
- Recorded information from the surveys accurately and completely
- Maintained a high standard of phone etiquette while calling respondents and while conducting the required surveys.
The Birmingham NewsBirmingham, AL
Direct Seller
05.2003 - 08.2003
Job overview
- Telemarketing and follow-up with existing customers
- Adjusted, revised, and updated customer accounts
- Addressed billing concerns, and completed telephone payments.
Education
University of Alabama At BirminghamBirmingham, AL
Bachelor of Science in Psychology
08-2015
University Overview
P.D. Jackson-Olin High SchoolBirmingham, AL
High School Diploma
05.2003
University Overview
Skills
- Customer service
- Office Assistant
- Quality assurance
- Multi-line phone systems
- Microsoft Excel
- Microsoft Word
- Microsoft Outlook
- Microsoft Office
- Cisco Jabber VOIP
- 10 key typing
- Typing
- Microsoft PowerPoint
- Office Organization Skills
- Sales and Referrals
- Research Interviewing
- Telephone Etiquette
- Web-based scheduling
- Confidential data protection
- Typing and written communication
- Scheduling participants
- Collaboration
- Confidence building
- Online research
- Inbound and outbound calls
- Data Collection
- Data Entry
- Meeting deadlines
Certification
National Core indicators- Aging and Disabilities Adult Consumer Survey 2023 & 2024
- Successful completion of NCI-AD Project goals 2024 for Alabama Medicaid and State Agencies
- Worked collaboratively with Project Managers, Leads, and fellow colleagues
- Comprehensive understanding of Alabama Medicaid Waiver types, associated services, and certain eligibility requirements
- Called respondents and coordinated appointments and interviewed respondents, caregivers, and staff at various Skilled-Nursing Facilities across the state of Alabama
- Accessed services and supports, as well as unmet needs for aging and disabled residents throughout Alabama
- Developed rapport with, colleagues, respondents, caregivers and family; as well as Administrators, Social Workers, Nurses, and staff at SNF across the state
- Expert time management skills at completing required tasks within set guidelines and allocated timeframes with consideration to ethical time consumption
- Expedient at corresponding while prioritizing tasks in order to relevancy
- Eager learner and enthusiastic team player, morale booster, collaborative team building, solution-focused approach to problems and willingness to seek, and accept guidance and insight from peers
- Efficiently multi-task multiple programs to perform daily tasks
- High Integrity data collection
- Professional and empathetic
- High callback response and case completion rates
References
References
References available upon request.Timeline
Customer Success Representative
Wells Fargo Bank
05.2022 - 05.2023
Research Interviewer/ Contact Investigator
University of Alabama at Birmingham
08.2020 - Current
Customer Service
Beauty Mania LLC
08.2015 - 02.2020
Student Assistant
UAB Psychiatry Clinical Research
08.2012 - 03.2014
Teller Specialist
AmSouth/ Regions Bank
02.2004 - 06.2009
Sales Associate
Rich's-Macys
10.2003 - 02.2004
Surveyor
The Parker Group
08.2003 - 10.2003
Direct Seller
The Birmingham News
05.2003 - 08.2003
University of Alabama At Birmingham
Bachelor of Science in Psychology
P.D. Jackson-Olin High School
High School Diploma
National Core indicators- Aging and Disabilities Adult Consumer Survey 2023 & 2024
- Successful completion of NCI-AD Project goals 2024 for Alabama Medicaid and State Agencies
- Worked collaboratively with Project Managers, Leads, and fellow colleagues
- Comprehensive understanding of Alabama Medicaid Waiver types, associated services, and certain eligibility requirements
- Called respondents and coordinated appointments and interviewed respondents, caregivers, and staff at various Skilled-Nursing Facilities across the state of Alabama
- Accessed services and supports, as well as unmet needs for aging and disabled residents throughout Alabama
- Developed rapport with, colleagues, respondents, caregivers and family; as well as Administrators, Social Workers, Nurses, and staff at SNF across the state
- Expert time management skills at completing required tasks within set guidelines and allocated timeframes with consideration to ethical time consumption
- Expedient at corresponding while prioritizing tasks in order to relevancy
- Eager learner and enthusiastic team player, morale booster, collaborative team building, solution-focused approach to problems and willingness to seek, and accept guidance and insight from peers
- Efficiently multi-task multiple programs to perform daily tasks
- High Integrity data collection
- Professional and empathetic
- High callback response and case completion rates
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