Customer Service Project Manager
Resume:
Chenita Peoples
Oak Forest, IL 60452
*****************@*******.***
OBJECTIVE To utilize my skills full-time working in a supporting role
SKILLS
Well-organized MS Excel Power Point Team Player
Detailed-oriented Problem-solver MS Word MS Access
EDUCATION
Northwestern Business College
Associate of Applied Science Degree – Major: Business Administration Emphasis in Finance
2001
EMPLOYMENT
1st Resurrection Productions Oak Forest, IL
12/04-Present
Producer/Operations Manager
Compose, arrange and produce musical compositions. Performs administrative, promotion and
marketing duties, handle Artist Relations, conducts meetings, event scheduling and financial
negotiations with venue Owners and Managers. Manage website, distribution and sales.
Apex Systems Inc. Chicago, IL
08/07-12/08
Contract Employee/ Jr. Business Analyst-Market Data Analyst
Placed on assignment at Wachovia Securites.
Responsible for efficiently processing move, add and change requests within defined SLAs.
Verified end user licenses and entitlements to market data access, set up new user accounts,
modified existing accounts. Maintained and accurately tracked the market data inventory and
provided excellent customer service to the lines of business that the Analyst supported. Interacted
closely with IT resolver groups in coordinating the set- up of user access and investigated all user
related issues. Provided second level technical support to the Wachovia Help Desk by
researching, analyzing and resolving user’s access and entitlement related issues. Performed
trouble-shooting methods to re-store user’s application access by correctly configuring RDC
settings, server names, TCP/IP addresses and broadcast set up. Engaged Back Office, Vendors,
Exchanges and end users on conference calls and emails to rectify issues. Edited and updated
documentation as directed by Manager.
Logged results of issue cases in problem ticket tracking system. Maintained constant interaction
with the Market Data Finance Team to investigate and resolve invoice discrepancies associated
with user’s accounts. Performed vendor audits regularly to define new vendors, accounts and
services in the inventory database. Adjusted cost of entitlements.
Created Excel spreadsheets, ran various reports, and demonstrated the agility to change in order
to meet the demands of a dynamic environment.
Worked overtime on Market Data Dept. Database Conversion Team for 7 month project, verified
control totals, data/balances of both databases and accuracy of reports in new system. Ensured
data populated correctly in fields. Verified total number entries in both systems were the same.
Tracked and documented issues, identified and did trouble shooting when needed, escalated to
senior staff when necessary. Performed data validation on a weekly and monthly basis. Followed
up on outstanding issues in a timely manner. Awarded Wachovia’s Shared Success Award for
excellent customer service. Gained experience and proficiency in use of the following
applications MS Communicator, Snag IT, Thompson/Reuters Smartstation, Bloomberg, Dacs,
AWM, MDM, MDSL-RPM, MDT, Wisdom, Traccs Ticketing System, IQ Navigator, Sharepoint,
Metrics, SC Production/PICCT ticketing system. Received certificates for completing
Securities/Financial industry course work.
The LaSalle Network, Chicago, IL
04/07-07/07
Contract Employee /Administrative/ Customer Service Rep.
Placed on temporary project assignment at Computershare Trust Co. as a Customer Investment
Service Rep.
Answered incoming calls from shareholders, carefully listened to needs of clients, asked probing
questions to determine specific needs, provided accurate and timely assistance to inquiries and
problem issues regarding accounts. Handled calls with professionalism, friendliness and
empathy. Offered alternative solutions to clients, escalated calls to supervisor when necessary.
Processed transactions and followed through on complex issues, utilized training manuals and
sought direction from senior leaders for guidance. Emailed, faxed and phoned shareholders with
answers as needed. Conducted transactions using Scrip, Workflow, Contact, Cosmos Company,
MS Outlook and Projecta Web software applications.
PriceWaterhouseCoopers LLP, Chicago, IL
11/05-07/06
Administrator/Concierge
Assigned to Internal Firm Services line of service, Acted as Rooms and Reservation System
Database Administrator which required the ability to meet deadlines, reserve, cancel, monitor
pending request, updates to meeting room reservations system.
Served as Project Manager on implementation of database which required accuracy, researched
and gathered necessary information, populated profiles, and monitored migration process, trained
end-users on RRS database.
In charge of Training and Conference room configurations, maintenance, set up and
troubleshooting audio/visual equipment and other resource needs.
Created and updated spreadsheets, inventory and database. Ordered supplies and conducted
vendor relations. Served as Firm’s Catering Administrator, which required detail-orientation,
reviewed orders, placed orders and ensured timely delivery of catering needs.
Administrator for the Firm’s UPS shipping program, provided internal/external customer service
to all staff levels, performed back-up switchboard and reception duty interacted with high level
clients and visitors to the Firm, generated and produced reports, answered staff members of all
levels inquiries, handled service request for supplies, maintenance and repairs, performed security
related tasks such as created employee profiles, took photos, issued keys, assigned storage and
workstations, faxed, copied, filed. Backed-up team members, created memos, and completed
performance and professional development courses offered by the Firm. C-Cure Security System
and Lotus Notes proficient. GFS Time and Expense reporting software experience and
PeopleSoft.
Insurance Overload Staffing Systems, Oakbrook, IL
4/04-7/05
Contract Employee
Assigned to the Group Admin Dept. Processed enrollment applications and provided
internal/external customer service.
Retained with company after first assignment transferred to Individual Underwriting Dept.
prepared cases for evaluations. Compiled data for reports. Created spreadsheets and records for
database, maintained database. Managed account files and followed all compliance standards,
acted as liaison between clients and service provider’s, ordered lab requirements and medical
records. Mailed form letters, faxed, copied, opened and distributed mail. Performed tasks using
Image System, AS400, Genelco, Lotus Notes, and Casetrack ticketing system.
American Medical Association Insurance Agency, Chicago, IL
10/02-12/03
New Business Representative
Processed enrollment applications by data-entry, pre-screened for completeness and eligibility
requirements, determined approval or automatic decline of insurance coverage, calculated
premiums, monitored status of pending applications, provided external/internal customer service,
issued Certificates of Insurance. Acted as a liaison between Underwriting companies and insured
customers conducted follow-ups, resolved difficult case matters, answered inquiries, ensured
accurate, timely and complete processing of enrollment forms, Processed simple Reinstatements,
Coverage Changes and Approvals. Ordered lab Requirements as necessitated by Carriers and
handled special projects as assigned, generated and distributed form letters as a means of
communication with insured and applicants.
Attained certification for HIPAA. Met the Company’s average service turnaround time standards
and performed various office related task such as filing, faxing, copying and answering email.
Completed industry related course work to enhance knowledge base.
American Medical Association Inc., Chicago, IL
7/00-10/02
Contract Assembler
Created and maintained inventory system, prevented losses in revenue and increased productivity
rate. Assembled insurance contracts and fulfilled insurance portfolio requests. Reviewed and
ensured all requirements were included as necessitated by State and Plan variations. Assisted
internal and external customers, ordered supplies. Trained personnel in all aspects of Contract
Assembler position. Produced and distributed monthly reports using spreadsheets to Senior
Personnel. Successfully met and improved the Company’s average service turnaround time
standards. Promoted to New Business Representative. Handled special projects as assigned,
performed various general office related tasks such as filing, copying, faxing.
Banner Personnel, Chicago, IL
12/99-7/00
Contract Employee
Placed on assignment at American Medical Association.
Aargus Security Inc., Chicago, IL
12/97-11/99
Security Officer
Produced all incident reports for the building. Fielded incoming calls from customers and
effectively handled all inquiried. Retrieved and inserted data into computer system . Conducted
rounds and assisted customers.
Intercon Security LTD., Oak Brook, IL
10/95–12/97
Security Officer
Resolved customer related issues. As shift Supervisor, evaluated emergency situations and took
appropriate action. Generated, copied, filed, and faxed various documents to the main office.
Monitored surveillance and enforced security policies and procedures as directed by
Management.
United States Navy
11/89–01/93
Damage Controlman, Petty Officer 3rd Class
Received an Honorable Discharge, Awarded National Defense Medal and promotion to Petty
Officer.
Supervised four member special project team, performed preventative maintenance on all
firefighting and damage control equipment, extinguished fires, trained personnel and
administered test. Served on special committees as appointed by Senior Officers such as Captain
and Executive Officers administrative and personal assistant. Member of Norfolk Naval Women
basketball and Naval Base Norfolk Health and Fitness Teams. Served as Base Police Officer,
conducted security rounds to ensure soundness and safety of ship, completed course work related
to Navy life and profession to develop skills.
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