Customer Service Human Resources

Linda Scheidler

***** *. **** ***** • Tinley Park, Illinois 60477 •

abjfm6@r.postjobfree.com • 708-***-****

Qualifications Summary

Highly personable Administrative Customer Service Professional with over thirty years of experience

in management, call-center operations and payroll within the telecommunications industry.

• Talent for identifying customer needs and presenting appropriate solution(s).

• Demonstrated ability to gain customer trust and provide exceptional follow-up, leading to

superior Customer Satisfaction.

• Track record of assisting in the design and implementation of a Case Management desk in a

Technical Organization.

• Expertise in resolving escalated customer service issues.

• Secured numerous company achievement awards for delivery of exceptional customer and

Associate service.

• Proficient with Microsoft Office System (including Microsoft Word, Microsoft Excel, Microsoft

PowerPoint®, and Microsoft Outlook®).

Professional Experience

New Luxury Motors II, LLC – Franklin Park, IL

Human Resources/ Payroll Associate (2001 to 2010)

Payroll and HR/Benefits for the Las Vegas and Franklin Park locations. Warranty Administrator and Service Cashier

for Franklin Park.

Hollywood Casino – Aurora, IL

Payroll Associate – 2004 - 2005

Collected data and input payroll for 400 employees. Ran reports as needed using ADP.

Wal~Mart – Evergreen, CO and Orland Hills, IL

Floor Associate/Accounting Office – 2002 – 2003

Floor Associate in shoes. Gave outstanding customer service and was a team player. Accounting office; filled money

bags, gathered information and balanced daily cash, prepared deposits.

Illinois Bell/AT&T/Lucent Technologies/AVAYA/IBM – Various IL and Englewood, CO

Various Positions – 1983 – 2001

Team Lead – Production support, Superior administration and operational support to Technical Services, Field

Services Organizations along with International customers on systems used for repair/installation. Implemented the

roll-out and training for the new Service Power system along with clean up of data base. Hosted weekly conference

calls with International customers concerning any issues they may have.

Technical Service Organization – Call Center

Team Lead for Call Receipt agents who were responsible for answering calls nationwide. Supervised the Case

Management desk. First contact for customer escalations. Customer Satisfaction Champion for outstanding service to

my customers.

Field Service Manager

Coached 20 field technicians. Trained 200 technicians on the ACT terminal upgrade.

Field Services Inside Coach

Coached 11 associates in the Illinois Branch responsible for dispatching technicians. Implemented reports and

billing for Contractors. Various projects .

Linda Scheidler

Professional Experience Continued

Page 2

Field Service Staff

Managed the FSO budget of $37M and results. Created reports and analyzed Customer

Satisfaction. Reduced Overheads and created M&Ps to realign the region overheads with

budgets. Authored the material stewardship reports.

Subject Matter Expert

Customer Premise Equipment revenue SME for Central Region. Generated reports for tracking Revenue and Expense

to Revenue. Performed system updates to ensure correct revenue accounting and provided support to field personnel.

Assisted in any corrections needed. Coordinated the System 85 implementation for two districts.

Function Code Coordinator

Trained and supported all area staff coordinators on various codes. Conducted the FCC Job Function Code scrub for

the region. Distributed all materials to field. Performed cleanup of redirected paychecks and payroll problems.

Assisted in the development of a database which simplified field access to functional accounting data.

TIMES/MTR SME

Investigated CPE and Networking time reporting for payroll integration and resolved differences for implementation

of product reporting in the Mechanized Time Reporting system. Identified employee data and downstream reports

required for TIMES back feed to TEDS. Identified equipment needs nationally for gens to printers and new terminal

requirements. Deployed MTR and CIDs IDs before conversion and set up Deputy Paymasters nationwide. Managed

the “Hotline” for Southern and Central regions upon roll out. Provided dissemination and administration of M&Ps for

all aspects of TIMES/MTR. Interfaced with Headquarters, FSOs, Labor Relations to identify system requirements

and difficulties. Implemented MTR testing for training and conducted training and operational reviews within the

region for SPIRIT/ARIES. Interfaced with field input clerks, Labor Relations, Treasury and Headquarters on any

problems that arose in the TIMES system or paychecks for the region. Utilized the 3B20 TIMES download to screen

results. Trained new supervisor on MTR position of the Region coordinator.

TIMES Clerk

Input payroll for Region staff. Advised supervisor and/or Headquarters of problems encountered in the payroll system.

Assisted field with input problems and researched paycheck problems. Kept field apprised of system changes and

maintained input center records.

Directory Assistance Operator

Assisted customers with obtaining the telephone number(s) they needed.

General Telephone Company – Wausau, WI

Telephone Operator – 1973 – 1978

Assisted customers with long distance, overseas, mobile, ring down, information (411) and International calls.

EDUCATION AND TRAINING

Rasmussen College Online Medical Office Administration Started April 5, 2010

Villanova Online Project Management Certificate 11/2001 – 2/2002

At Home Professions Online Medical Billing Certificate 1998

Various management classes taken while I was with AT&T.

INTERESTS AND ACTIVITIES

My hobbies are crocheting/knitting and computers. My interests are my daughter, my cats, health and assisting others.

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