CYNTHIA J KOEHLER

ad3wjg@r.postjobfree.com

319-***-**** home 319-***-**** mobile phone

SUMMARY

·Successful in providing top-tier customer service and issue resolution

·Skilled in data entry and maintenance of consumer database

·Effective written and verbal communication skills and active listening techniques

·Organized, able to multi-task, and detail oriented

·Proficient in Word, Excel, Access PowerPoint and Outlook

·Degree – Bachelor's Degree in Marketing

·Candidate is local to Cedar Rapids, IA

CUSTOMER SERVICE/TECHNICAL & CLERICAL SKILLS

·Customer service oriented – Comfortable conversing about personal, sensitive issues with consumers

·Proficient in relevant computer applications

·Respond to consumer inquiries

·Daily communication of product maintenance

·Troubleshoot accounts and billing resolution

·Setting up trouble tickets for escalation to higher levels

·Salesforce software-Customer Information and tracking

·Skilled in bookkeeping, processing payments on accounts

·Creation of marketing brochures and materials

·Internet research of vendors for RFP’s

·Analysis of financial statements

·Documenting and recording transactions and meetings

·Knowledge of community-based resources and government regulations, including FMLA and Americans with Disability Act

·Ability to analyze credit reports and financial statements to determine risk of customers-Yahoo Finance

·Analyzed accounts for correct billing and issued credits on accounts when warranted-Excel

·Understanding of accounting concepts

·Attention to detail for processing bills in Excel

·Able to process accounts payable and pay bills when authorized-utilizing Excel

·Able to send out collection letters for payments due on accounts.

VOLUNTEER EXPERIENCE

CEDAR RAPIDS HOMELESS RESOURCE ALLIANCE, Cedar Rapids, IA

Volunteer

October 2015 – Present

·Helped coordinate resources and contacts of community professionals and legislators to develop community shelter.

·Take meeting minutes.

·Conducted intakes to route clients to resources to meet their needs.

SALVATION ARMY, Cedar Rapids, IA

Volunteer

Apr 2013 – Nov 2019

·Visiting nursing homes at Christmas and helping meal participants with resources, job shadowing at Kirkwood College while working to find a job through Heritage Area Agency on Aging and classes at Kirkwood College.

·Worked temporary positions to pay bills while helping to care for my terminally ill parents.

·Helped sort coats for coat give away for needy clients.

MYSTERY SHOPPER since 2015

Ipsos, KSS, Market Force, Consumer Insight, HS Brands International, SeeLevel and Informa

·Restaurant service and food evaluations to measure service and food quality

·Compliance reviews to measure computer guidelines are being followed

·Gas Station Audits to measure cleanliness and no contraband susbtances are being sold

·Retail reviews to measure service of sales personnel, cashiers and return desk employees.

PROFESSIONAL EXPERIENCE

COR-TECH, AARP, PEARSON, MIDAMAR STAFFING,OMNIA & ADECCO

OMNIA USC STAFFING, Iowa DOT, Cedar Rapids, IA

Secretary/Receptionist

October 2022-February 2023

Greeted customers upon arrivals, assisted customers with check-ins for appointments and issued walk-in tickets for customers without appointments

Helped customers pickup driver’s licenses returned to office

COR-TECH, LLC, Cedar Rapids, IA

Clerical Assistant

July 2016 – July 2016

·Coca-Cola-processed driver invoices and deposits, filed reports and called companies when deliveries were delayed. Filled in for staff on vacation.

AARP, Cedar Rapids, IA

Clerical Assistant

Jan 2013 – Apr 2013

·Office no longer open in Cedar Rapids

·Purging of old case files for Linn County of Department of Human Services and answering phones through AARP

RED CROSS, Cedar Rapids, IA

Accounting Assistant through Adecco Staffing

Jan 2012 – Mar 2012

·Posted ACH 100 debits daily to accounts with no kickbacks from banks and error-free.

·Data Entry new accounts

AEGON/TRANSAMERICA, Cedar Rapids, IA

Claims Processor through Adecco Staffing.

Apr 2012 – Oct 2012

·Processing claims for beneficiaries of death benefits

·Data Entry to update accounts for life insurance customers.

US BANK, Cedar Rapids, IA

Check Processor through Adecco Staffing

Jun 2011 – Dec 2011

·Processed 500 groups of checks daily online error-free.

·Data Entry to enter checks.

ALORICA, Cedar Rapids, IA

Credit Advisor through Adecco Staffing

Jan 2011 – Jun 2011

·Setting up 20 credit check programs for businesses daily with Data Entry of accounts

NCS PEARSON, Cedar Rapids, IA

Customer Service Representative

Jan 2010 – Jun 2010

·Customer service calls for educators needing assistance in order test materials

·Trouble-shoot computer issues.

·Data Entry of trouble tickets to resolve computer issues.

TOYOTA FINANCIAL SERVICES, Cedar Rapids, IA

Clerical Assistant - Midamar Staffing

July 2010 – December 2010

·Processed maintenance coupons and posted payments to accounts error-free and with no-carryover from day-to-day

·Data Entry to update accounts

APAC, Cedar Rapids, IA

Prior Authorizations Representative

Aug 2005 – Sep 2009

·Achievements Awards for quality.

·Star performer.

·Health insurance license.

·Initiated prior authorizations for prescription drugs.

·Troubleshoot rejected pharmacy claims and performed formulary drug coverage computer searches

·Helped train and mentor new hires.

ADDITIONAL EXPERIENCE

ALLIANT ENERGY, Cedar Rapids, IA Apr 2012-Dec 2012

Administrative Assistant through Adecco Staffing

·Researched vendors and credit ratings for buyers utilizing Hoovers (with Dun and Bradstreet ratings) and Yahoo Finance, meeting minutes

·Helped coordinate vendor fair to build data base for RFP’s and reviewed RFP’s received for completion and needed information and follow-up

·Data entry in creating database in Excel of potential vendors for buyers.

INTERMEC, Cedar Rapids, IA Apr 1985-June 1987

Administrative Assistant through Kelly Services

·Typed proposals for managers

·Created Power Point Presentations

·Updated Excel Spreadsheets

·Data Entry using SAP database.

NCS PEARSON, Iowa City, IA Apr 1982-Feb 1986

Data Entry Clerk through Kelly Services

·Entered Student Financial Aid Applications into computer

·Quality controlled documents for missing or incomplete information

·Verified accuracy of computer entered applications

APAC, Cedar Rapids, IA June 1994-Dec 1996

Customer Service Representative

·Achievements Awards for quality.

·Star performer.

·Helped train and mentor new hires.

·Assisted customers in locating Western Union money transfers

·Arranged money transfers to casinos

EDUCATION

Bachelor's Degree; Marketing

University of Northern Iowa, Cedar Falls, IA

AAS; Retail Marketing

Ellsworth College, Iowa Falls, IA

CERTIFICATES

·Customer Service Professional Certificate; Kirkwood Community College, May 2014

·National Career Readiness Certificate; Silver Status-Kirkwood Community College, 2010

·Diploma, Professional Accounting Hamilton Business College (now Kaplan), Cedar Rapids, IA 1982

ADDITIONAL SKILLS

Software/Databases: MS Office, MS Excel, MS Word, MS PowerPoint, MS Outlook, MS Access, Lotus Notes, QuickBooks, Adobe Acrobat, Troubleshooting Accounts, Salesforce, SAP.(Intermec employer-handheld computer manfacturer.

Others: Marketing, Sales, Customer Service, Internet --Emails and Research, Scanners, Copiers, Faxes, Billing Resolution, Setting up trouble Tickets For Escalation to Higher Levels, Spreadsheets with formulas, Databases with Queries and Extraction of Data, (Customer Service Contact Database for Noting and Updating Transactions), Accounts Payable, Accounting and Data Entry in updating accounts and creating databases Excel.

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