Sign in

Call Center Representative

Lanham, Maryland, United States
November 30, 2018

Contact this candidate


Cheryl Marshall

**** ****** *****

Lanham, MD ***06

301-***-****, 240-***-****



**** ********* ** ****, ******** Administration, Strayer University

University-Takoma, Park Campus, Washington, DC, GPA 3.118

Professional Skills

ADMINISTRATIVE SPECIALIST - Years of progressive experience providing Administrative duties, bookkeeping, and program and project management to non-profit sector organization.


Expedited systems currency flow for payroll distribution with both tax and benefits deductions.

Facilitated systems annual compliance audit for non-profit intuition, this included documentation and providing 100 percent compliance.

Provided systems coordination physical asset organization and depreciation of physical plan assets quarterly for 18 computer stations and other equipment related to the system which needed to be cataloged and documented for annual compliance and depreciated of fixed assets on tax forms.

Provided instructions to interviews in systems communication protocol for propriety information and input, ensuring contract compliance.

Organized and maintained systems personnel informational effective for implementation of job assessments, eliminating problems with organization of personnel and contractor information synergy.

Managed systems propriety document synergy between public and private entities.


03/11/2013 - 05/12/2017- Health Stream closed and relocated their call center in Laurel, Maryland to Memphis, Tennessee

03/11/2013 – To present – Interviewer - As an interviewer, I engaged in conversations via computer for patients where questions are asked and answers are given. Health Stream Research, Laurel, Maryland

12/10/12 03/10/2013 – Interviewer, Sparks Personnel, Contractor to Health Stream, Laurel, Maryland

09/06/-10/25/2011 – Contractor, Select Staffing Service - Contractor to FEMA, took statements from disaster victims who incurred damages during the Hurricanes- Hyattsville, MD

11/2010 – 02/2010 – Worked as a Crisis Center Counselor – Took calls from the elderly, homeless spoke with a variety of people in need of help

02/2010 – 07/2010 – DATA ENTRY SPECIALIST, keyed in 2010 Census information from images via computer, Baltimore Data Capture Center (BDCC) Essex, MD

1998 – 1999 – Served as a Crisis Counselor Supervisor – part-time, assure that all calls were answered and transferred to the correct organization. Overall made sure that the operation ran smooth


The Wilson Center, Lanham, MD

•Oversaw the flow of clerical and administrative office processes for 20 employees;

•Coordinated systems travel logistics; ensured multiple travel itineraries were in sync and sent to appropriate personnel in various electronic forms;

•Oversaw personnel and other contracts, payroll, accounts payable / receivable and supervised staff; Developed spreadsheets and PowerPoint presentations for Board of Director executive and other staff members;

•Served as primary point-of-contact for internal and external customers.

•Directed requests to appropriate managers and tracked follow-up to ensure problems and issues were properly resolved;

•Provided tax data and interacted with legal personnel when necessary;

•Coordinated the mailing of correspondence and various documents

•Developed training assessment needs of new and current employees;

•Partnered with management and colleagues to analyze and improve employee performance;

•Identified and met needs of trainees of diverse group populations;

•Developed training plans and solutions;

•Arranged, developed, and directed training relative to performance activities.

•Reviewed and entered data into QuickBooks for tracking and report generation purposes; Systemically formulated revenue instruments, for allocation of $166K funds monthly.

•Ensured performance measures and objectives were achieved for desired levels of work quality and efficiency;

•Analyzed and evaluated operations to develop and improve administrative policies, practices and procedures;

•Made recommendations to supervisor and senior level management to support efforts to increase efficiency and effectiveness;

•Implemented changes within delegated authority and ensured management-approved changes were implemented as instructed;

•Assisted in ensuring supply levels were optimal and served as liaison with numerous vendors.

•Ensured staff email, resolutions for Dell desktop and laptop systems, peripheral equipment, local and network printers and client applications worked properly;

•Troubleshot difficulties with computer technologies and phone systems;

•Ensured any problems were resolved in a timely fashion.

•Provided assistance and advice to internal and external customers in a professional and courteous manner, adhering to established timelines for response;

•Identified appropriate referrals and alternatives when required.

•Independently prepared, designed and edited reports, letters, memos, spreadsheets, forms, correspondence, summary statements, briefings, flowcharts and other documents;

•Assisted with the development of the Policies and Procedures Manual;

•Ensured all communications adhered to organizational standards for construction, format, and completeness, including rules of spelling, punctuation, language use, and plain language guidelines.


Microsoft Word, Outlook, Office, Excel, Power Point, Access (2007), QuickBooks Pro 2007, ADP, Ceridian and AAA payroll software, Tele-script software, Dbase and Ultra Edit., Data Entry 8,000+ key strokes.


1997 1998- Served as a volunteer to Prince Georges Community Suicide Hotline

Contact this candidate