Customer Service Quality Assurance

Cherina L. Coopwood

**** *. **** *** abnnyx@r.postjobfree.com 773-***-****

Justice, IL 60458 708-***-****

OBJECTIVE

To obtain a position where I can maximize my multilayer of management skills, quality assurance, program

development, training experience, customer service and a successful track record in the operational financial

services environment and project management.

SUMMARY OF QUALIFICATIONS

Results-oriented, high-energy, a hands-on professional, with a successful record of accomplishments in the account

management area. In addition to, training and communications Senior Leadership within the energy industries.

Experience in Adhoc/MOP reporting, SAP, Siebel, training, technical writing, quality assurance, MS suite,

electronic remittance processing both Retail and Wholesale, advocate of customer service with focus on providing

the recipient with the highest quality products or services. Major strengths include:

Strong leadership skills, excellent communicator and competent, team player

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Detail-oriented; dutiful respect for compliance in all regulated environment

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Supervisory skills including hiring, termination, scheduling, training, payroll and other administrative tasks.

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Thorough knowledge of current Microsoft applications including shared point, Visio, SAP, Siebel, CRM,

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GASS, CEM, Rits, AMEX, GAAP practices and a clear vision to accomplish the company goals.

Process Fitness Associate level in association with Six sigma.

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PROFESSIONAL ACCOMPLISHMENTS

Programs Support Analyst

Accounts Payable activities for all Company owned Company operated BP retail sites on the East of Rockies

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locations.

Central Point of contact for all AMEX BP pro-card holders within the United States. Implemented a new

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process that reduced the FTE head count for this position. Successfully, streamlined the AMEX process to be

de-commissioned for new tool utilization for testing purposes. The AMEX process that originally detailed a

three week activity and reduced to one week.

Central Point of contact for City/County/State violations for all United States corporate BP/ARCO retail

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locations. Act as the liaison between legal and the government offices.

Subject Matter Expert for openings/closings and realignments for all BP Corporate Retail sites in the United

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States. Provided daily operational updates that include review/quality control of SAP site attributes within

Energy organizations in the North America markets. Assisted the Portfolio project to help facilitate and divest

all Company owned retail sites within 24 months to incoming franchisees. This project entailed the daily

communications, shared point updates and cancellations and transfers of all account information.

Update and maintained the legacy system for site master data within SAP R1/R4 for corporate and franchise

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owned and operated locations in the North America Region.

Implementation Specialist/Lead Specialist Analyst

Main point of contact for various accounts existing from Dell Computers to BlueCross BlueShield including

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Wholesale and Retail client in the Remittance Processing business unit.

Successfully, provided testing of all incoming and existing clients, which entailed physical testing and

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procedure writing. Continued with Initiated go-live meetings with all senior level management to present

procedures, transmission times, special instructions etc. Act as the quality lead during the initial first week of

Go-Live to ensure all procedures have been followed before the client was affected. Was the first to initiate this

process as it soon became noticeable to cliental for high recommendations.

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Recommended improvements to appropriate management team when needed. Empowered to escalate to ensure

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timely resolution to client issues. Partnered with Site management to maintain ownership of all issues from

inaccurate procedures to training production associates. Managed the client error and dispute process to

established Service Level Agreements.

Work Coordinator/Team Lead

Supervised and maintained the position of Work coordinator in charge of wholesale remittance processing

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department Designed new tasks for employee development. Maintained productivity and quality of 12

associates. Provided coaching as needed to improve employee moral while implementing new awards program

for excellent quality amongst peers. Provided preventative maintenance at the system level, face to face

customer interaction when required, and traveled to several clients/customers home offices for evaluation and

suggestions as needed.

Received top honors in remittance department for bringing the worst team to the best team in quality within 4

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weeks.

WORK HISTORY

Programs Support Analyst, Elite Customer Solutions, Naperville, IL: 2006-2008

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American Express Admin, Elite Customer Solutions, Naperville, IL: 2005-2006

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Accounts Payable Specialist, Elite Customer Solutions, Naperville, IL: 2005

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Implementation Specialist, Regulus group LLC, Naperville, IL: 2004-2005

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Lead Specialist, Regulus Group LLC, Naperville, IL: 2003-2004

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Team Lead, Electronic Data Services, Lombard, IL: 2002-2003

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Work Coordinator/Team Lead, Harris Bank, Chicago, IL: 1994-2002

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EDUCATION

Bachelors of Art, Business Management, Benedictine University, Lisle, IL October 2009

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GPA – 3.9 out of 4.0 scale

ICSA Certified, Rockhurst University Continuing Education Center

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