Sylvia Tucker
Trainer/Customer Service
Columbia,SC
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
20
20
years of professional experience
Work History
Donor Center Technician II - Designated Trainer
ImmunoTek Bio Centers
Columbia, SC
07.2021 - Current
- Greet and register new plasma donors
- Conduct screening procedures to include taking blood pressure, pulse, temperature, weight, and arm checks
- Perform finger sticks to test donors for hematocrit testing and total protein testing utilizing screening equipment
- Monitor electronic donor questionnaire system
- Determine donor eligibility by performing donor eligibility assessments, to include; medical history interview, physical examination, educating donor on donor testing, HIV/AIDS virus, donation risks, informed consent, confidential self-exclusion
- Initiate and assist in donor investigations regarding Post Donation Information
- Evaluate and attend to donor adverse events during donation process
- Train new employees in All production areas
- Communicate and seek direction from Center Medical Director and Center Management as necessary
- Document training as outlined in Standard Operating Procedures (SOP)
- Assist with annual re-certification process for non-trainers
- Set up, maintained and verify sterility of lab equipment and tools.
- Carry out day-day-day duties accurately and efficiently.
- Offer friendly and efficient service to customers, handled challenging situations with ease.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Screen between 60 - 120 donors a day
- Established good relationships with the donors
Owner/ Stylist/ Manager
Q Tee's Salon
Elgin, SC
03.2014 - Current
- Welcome salon customers in a pleasant manner and assist them in choosing salon services that best suit their needs
- Ensure that staffing needs are met especially
- Take complaints and resolve customers' issues
- Maintained adequate stock of inventory by conducting frequent inventory counts and ordering and receiving salon retail products.
- Create expense and payroll reports
- Make sure staff have supplies needed for day to day-to-day operations
- Managed administrative aspects of sales by recording inventory, accepting customer payments and inputting daily sales logs.
- Recommended service and product enhancements to improve overall customer satisfaction and boost sales potential.
- Manage 6 employees
Member Services Representative
Wells Fargo
Columbia, SC
01.2020 - 07.2021
- Acted as a primary support person for the internal partners supporting customer services, providing support services in account management, operations, documentation, customer service and reporting
- Provided information to managers as well as internal Bankers to resolve customer issues
- Navigated multiple computer systems, applications, and utilize search tools to find information
- Performed duties and assignments within established timeframes, ensuring proper follow-up and completion
- Communicated resolution to the appropriate party in a timely manner
- Worked from multiple shared email boxes to obtain daily workflow
- Check orders, account maintenance, address change, debit and credit card transactions).
- Resolved concerns with products or services to help with retention and drive sales.
- Investigated and resolved customer inquiries and complaints quickly.
Quality Assurance Specialist/ Admin Assistant
WNS Global Services
Columbia, SC, SC
05.2018 - 12.2020
- Verify member coverage thru RX Claims
- Processed pharmacy claims for payment
- Identified claims that were incorrect and forwarded them to the correct department
- Processed National and Commercial claims
- Worked closely with Manager in resolving complicated issues
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Assisted coworkers and staff members with special tasks on daily basis.
- Identified and recommended changes to existing processes to improve accuracy, efficiency and quality service.
Customer Service
WNS
Columbia, SC
06.2017 - 05.2018
- Received inbound calls and made outbound calls from PPL customers
- Answered questions and resolved problems for customers concerning electric service
- Placed Medical Certificates on accounts to prevent service interruptions
- Updated information in internal systems to reflect customer activities
- Worked closely with Supervisor and Operations Management in resolving complicated issues
- Planned company events
- Assisted with administrative tasks and cross-trained in other departments to offer comprehensive support.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Trained new personnel regarding company operations, policies and services.
Customer Service
TRC Staffing / First Citizens Bank
Columbia, SC
02.2017 - 05.2017
- Adhered to all federal regulations and bank policies; keep current on bank procedures via the Bank's resources and required training
- Answered questions and resolve problems for customers concerning all services provided by the Bank;
- Identified the problem, collect data, secure answers and report results to the inquiring party and work with the Supervisor Operations & Service or other associates as necessary
- Performed customer service activities (e.g
- Check orders, account maintenance, address change, debit and credit card transactions)
- Provided excellent customer service at all times following the Bank's Service Excellence guidelines
Customer Service Advocate/ Medical Info Spec
BCBS of SC
Columbia, SC
04.2013 - 04.2014
- Took calls from customers and provide them with information regarding company's products and services
- Responded to customers' queries in a prompt and efficient manner
- Reviewed medical claims with Providers and Claimant
- Responded to messages left by customers by replying to emails or calling them back
- Ensure that all information was clearly communicated to customers
- Updated information in internal systems to reflect customer activities
- Contributed ideas and research information for process improvement
- Performed research activities for the purpose of answering difficult questions
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Medicare Advantage Enrollment Rep
BCBS of SC
Columbia, SC
02.2011 - 04.2013
- Received calls from customers and provide them with information regarding company's products and services
- Responded to customers' queries in a prompt and efficient manner
- Enrolled customers in correct medical plan
- Mailed enrollment packages to insured
- Responded to messages left by customers by replying to emails or calling them back
- Worked closely with Management to ensure customers was provided with updated information
- Ensured that all information was clearly communicated to customers
- Maintained detailed and accurate records between multiple databases and programs.
Education
Certificate - Cosmetology
LeGrand Institute of Cosmetology Inc
Camden, SC03.2011
High school diploma -
Lugoff-Elgin High School
Lugoff, SC06.1991
Skills
- Leadership
- Proven written and verbal communication skills
- Proven ability to organize personal work priorities
- Ability to work independently
- Team Player
- Excellent customer service
Additional Information
- References Available Upon Request
Timeline
Donor Center Technician II - Designated Trainer
ImmunoTek Bio Centers
07.2021 - Current
Member Services Representative
Wells Fargo
01.2020 - 07.2021
Quality Assurance Specialist/ Admin Assistant
WNS Global Services
05.2018 - 12.2020
Customer Service
WNS
06.2017 - 05.2018
Customer Service
TRC Staffing / First Citizens Bank
02.2017 - 05.2017
Owner/ Stylist/ Manager
Q Tee's Salon
03.2014 - Current
Customer Service Advocate/ Medical Info Spec
BCBS of SC
04.2013 - 04.2014
Medicare Advantage Enrollment Rep
BCBS of SC
02.2011 - 04.2013
Certificate - Cosmetology
LeGrand Institute of Cosmetology Inc
High school diploma -
Lugoff-Elgin High School
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