Tasha V. Gross

Berwyn, IL

Cell: 630-***-**** ad28lk@r.postjobfree.com

Objective

Full-Time Administrative Assistant/Customer Service Representative

•Work Experience

Spectraforce – Logistics Specialist Naperville, IL March 2023 – October 2023

•Worked as a contractor for BMO Harris Bank as a Logistics Specialist

•Created, maintained and entered information into databases

•Managed employee hardware/peripheral returns and exchanges

•Assisted with onboarding/offboarding all NACCC employees for their Avaya and Verint technology requirements

Iconma - Customer Support Coordinator Deerfield, IL July 2022 – October 2022

•Worked as a contract employee for Walgreens Security Operations Center (SOC) as a customer support coordinator.

•Was responsible for responding to all emergency situations including security, fire, safety and communication alerts/issues reported to SOC through alarm systems, inbound calls, emails, and social media

•Followed procedures to determine the severity and validity of the alarms

•Responded to alarm activation alerts by contacting the local fire department, law enforcement, site employees and other company resources and service providers

•Assisted Walgreens employees with troubleshooting alarm issues, creating tickets and navigating Walgreens apps for guidelines and other information.

•Prepared detailed documentation of incidents, events and actions to assist in response and recovery efforts.

•Worked effectively with others in a team environment to identify and mitigate risks by monitoring news, social media and other sources of intelligence to determine the potential operational impact of stores due to social unrest, weather events, natural disasters, infrastructure issues

Rose International - Transaction Specialist Rockford, IL April 2021 – July 2021

•Worked as a contract employee for Grainger as a transaction specialist

•Used NetSuite and SAP system to identify problems with customer orders and create necessary solutions

•Tracked back orders and other problematic orders and successfully resolved each one

•Created reports documenting errors with customer orders

•Worked effectively with others in a team environment to accomplish organizational goals and to identify and resolve problems

•Performed filing functions for orders, reports and other documents along with other duties as assigned

TWG/Assurant - CSA/Claims Adjuster Rockford, IL July 2018 – Nov 2019

•Received high volume consumer calls and ensured questions were answered regarding program benefits, coverage and claims process while building rapport

•Received high volume calls from repair facilities to start/process claims for approval/denial

•Adjusted claims, per requests of repair facilities

•Gathered information and details to understand the customer's needs, resolve issues and advise on next steps

•Determined the appropriate solution, educate callers on policies, warranties, services and procedures

•Documented solutions and other information from calls in database

•Maintained working knowledge of programs by studying program materials and participating in training activities

•Partnered with adjusters or supervisors to appropriately manage escalated calls via Skype and email

•Processed claim payments

Lasalle Network - CSR/Claims Adjuster Rockford, IL April 2018 – July 2018

• Diligently worked as a temporary employee for TWG as a customer service agent and claims adjuster (please see above)

UPS Cartage Services - Gateway Air Import Agent Elk Grove Vlg, IL Oct 2010 – Nov 2017

•Was responsible for daily tracking and tracing of inbound air shipments for global accounts via internet or communicating with airlines directly

•Prepared various reports and updated status of files

•Routed customer requests to the appropriate dispatcher or UPS employee

•Inspected dangerous goods shipments to ensure proper preparation and documentation for travel to customer

•Input data into HMMS for proper truck movement

•Maintained dangerous goods documents

•Created folders for incoming MAWB shipments that have been manifested

•Managed incoming/outgoing correspondence via email

•Located files to add necessary documents and ensured all shipments were picked up and completed

•Checked for holds on shipments to prevent unnecessary driver attempts for pick up

• Requested checks for payments to airlines and performed general office duties

Education

Robert Morris College, Chicago, IL

•Associates - Computer System Specialist, October 1998

•Maintained a GPA above 3.0/4.0 – Dean’s List

Computer Skills

Windows, MS Office, Verint, Avaya, Macola ES, Database Professional, SAP, Citrix, Appro MP100, EZaccess,

Electronic Personic Input Center, E2K, HMMS, Salesforce, Skype, CX One, Client App, NetSuite, Slack, Internet Savvy, Type 45 WPM, Proficient in 10-Key

References Available Upon Request

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