Summary
Overview
Work History
Education
Skills
Timeline
Generic

Belinda Yancy

Rockford,IL

Summary

Empathetic professional in customer service known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers.

Overview

20
20
years of professional experience

Work History

Donor Center Technician

Grifols Biomat USA
Houston, TX
06.2019 - Current
  • De-escalated problematic customer concerns, maintaining a calm, friendly demeanor.
  • Performed data entry of donor information into the company's database.
  • Ensured compliance with applicable regulations and guidelines governing blood banking procedures.
  • Answered inbound calls, chats, and emails to facilitate customer service.
  • Assisted with troubleshooting technical issues that arose during collections or processing activities.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.

Foster Care Provider

Laurita Dixon
Houston, TX
03.2015 - 05.2019
  • Provided foster care services to children in need of a safe, nurturing environment.
  • Provided crisis intervention and emotional support during challenging times, or behavioral episodes.
  • Maintained detailed records and reports on children's progress, incidents, and milestones for agency reviews.
  • Participated in ongoing training and development to enhance skills and understand current best practices in foster care.
  • Worked collaboratively with other providers within the community network on behalf of children in need.
  • Utilized conflict resolution techniques to manage disputes and promote a harmonious living situation.

Administrative Assistant/Front Office Manager

Booker Washington Community Center
Rockford, IL
12.2010 - 02.2015
  • Organized and maintained filing systems for physical and electronic documents, ensuring the accuracy and confidentiality of records.
  • Processed invoices for payment using accounting software applications.
  • Developed and maintained a positive working environment, fostering team collaboration.
  • Recruited and trained new employees to meet job requirements.
  • Leading projects and meeting deadlines in a timely manner.
  • Managed incoming calls while providing information or transferring callers to appropriate personnel.

Case Manager

Department of Human Services
Rockford, IL
01.2005 - 12.2014
  • Spoke to community groups to explain and interpret purposes, programs, and policies.
  • Evaluated program effectiveness and suggested improvements based on client outcomes.
  • Maintained confidentiality and adhered to professional ethics and standards.
  • Assisted with applications for government benefits such as Medicaid or Social Security Disability Insurance.
  • Monitored client progress through regular follow-ups and case reviews.
  • Maintained strong call control and quickly worked through scripts to address problems.

Education

GED -

Auburn High School
Rockford, IL
05-1984

Skills

  • Strong, high-level customer service and relations skills
  • Excellent verbal and written communication skills
  • Good problem-solving and de-escalation skills, with the ability to resolve difficult customer calls
  • Excellent telephone, interpersonal, and time-management skills
  • Microsoft Office Suite and proficient computer systems
  • Office Administration
  • Inbound and outbound calling
  • Data confidentiality
  • Call center background
  • Billing and collections best practices
  • Empathy and tactfulness
  • Experience working with targets and deadlines

Timeline

Donor Center Technician

Grifols Biomat USA
06.2019 - Current

Foster Care Provider

Laurita Dixon
03.2015 - 05.2019

Administrative Assistant/Front Office Manager

Booker Washington Community Center
12.2010 - 02.2015

Case Manager

Department of Human Services
01.2005 - 12.2014

GED -

Auburn High School

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Belinda Yancy