Stephanie Sullivan
Milwaukee,WI
Summary
Compassionate Call Agent with documented strengths in customer service, appointment scheduling and resolving inquiries daily. Patient and helpful navigator of federal regulations to best serve donors while adhering to company policies. Professional and successful de-escalator, responding to tense situations with sense of calm and empathy.
Overview
17
17
years of professional experience
Work History
Call Agent
Versiti
03.2022 - Current
- Provide customer service support for incoming and outbound donor calls.
- Answer donor inquiries regarding appointments, website navigation, and technical issues.
- Escalate complex donor inquiries to appropriate personnel when necessary.
- Educate donors on donation processes and benefits.
- Develop scripts to use during conversations with donors.
- Participate in daily huddles to discuss strategies for improving donor experiences.
- Answer calls with friendly and polite approach to engage callers and deliver exceptional customer service.
Phlebotomist/Donor Specialist
Versiti
04.2017 - 03.2022
- Greet donors at front desk and review donor process prior to donation
- Determine donor eligibility
- Review donor identification and details in Versiti donor system
- Update donor information as needed
- Perform accurate medical interviewing
- Takes vital signs and explain health history questionnaire
- Schedule donor appointments using Hemaconnect
- Answer site main phoneline and transfer call as appropriate
- Perform venipunctures/draw blood
- Ensure donor and recipient safety.
Fill In Office Assist
Port Road Management, LLC
01.2016 - 02.2017
- Excellent verbal and written communication skills
- Professional customer service skills
- Ability to work with little to no supervision
- Strong computer skills in Word and Excel
- Knowledge of Adobe
- Attention to detail and deadline-oriented
- Ability to multi-task
- Well organized.
Sales Associate/Customer Service
GoodWill
New Berlin, WI
07.2014 - 01.2017
- Manage cash register
- Process customer purchases
- Ensure no items left the store without being paid for
- Complete full documentation daily
- Verified opening/closing tills
- Verified end of night store deposit
- Answered phone calls and provided information to questions
- Routed phone calls
- Inspect product quality
- Processed new inventory
- Organized items thru out store and rearranged items for different seasons
- Displayed merchandise thru out store
- Responsible to receive donated goods, direct donors to proper locations, and issue receipts if needed
- Processed returns.
Caregiver
Creative Living Environments
01.2007 - 01.2014
- Assist with ADLs
- Responsible for good hygiene
- Administer medication
- Record monthly vitals
- Proper and complete documentation
- Order specimens when needed
- Serve full course meal
- Clean rooms
- Provide clean laundry.
Certified Nursing Assistant
Linden Grove
New Berlin, WI
01.2007 - 01.2008
- Assist with ADLs
- Responsible for good hygiene
- Operated hoyer lifts
- Checked for sores and bruising
- Proper and complete documentation to the RN
- Promptly respond to call lights.
Education
Phlebotomy -
Waukesha County Technical College
03.2017
Medical Assistant -
Milwaukee Area Technical College
06.2012
Nursing -
Alverno College
12.2011
Skills
- Customer communications
- Interpersonal Skills
- Resolving issues
- Time management abilities
- Proficient in Hemaconnect
- Active Listening
- Call Management
- Reliability
References
References are available on request.
Accomplishments
- Twice recognized in Quality Central in October 2023 and March 2024 for outstanding calls.
Timeline
Call Agent
Versiti
03.2022 - Current
Phlebotomist/Donor Specialist
Versiti
04.2017 - 03.2022
Fill In Office Assist
Port Road Management, LLC
01.2016 - 02.2017
Sales Associate/Customer Service
GoodWill
07.2014 - 01.2017
Caregiver
Creative Living Environments
01.2007 - 01.2014
Certified Nursing Assistant
Linden Grove
01.2007 - 01.2008
Phlebotomy -
Waukesha County Technical College
Medical Assistant -
Milwaukee Area Technical College
Nursing -
Alverno College
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