Cheryl Carr

Chicago, IL

adxaa0@r.postjobfree.com

+1-708-***-****

Experience in IT operations and process management, with the ability to multitask as a dispatcher and administrative assistant.

Ability to translate technical information into business language

• Extensive experience working in a Call Center,Copy Center and having expertise by providing excellent customer service in IT Support, Collections and other Customer Service business, Banking, Cable, Emergency Road Service, Education and Hospitality Willing to relocate: Anywhere

Authorized to work in the US for any employer

Work Experience

Data Entry Specialist (Temp)

VIVA USA INC - Contract with U of C Schools IL - Chicago, IL November 2021 to July 2022

• Operates a data entry device to key and/or verify a variety of standard and/or complex business and statistical source data into a computer.

• Applies basic skills and procedures appropriate for the position within assigned functional area. Duties and tasks are standardized.

• Resolves routine questions and problems, and refers more complex issues to higher levels. Works under direct supervision and follows standard procedures to accomplish assigned tasks. Able to navigate in PC environment.

• Ability to work in a high-volume data entry position which may be repetitive and is in a production mode. Attention to details.

• Used Apps; Service Now, ADP, Salesforce, Excel, Windows and Outlook Customer Service Representative/Call Center

Waste Management Industries - Bellwood, IL

July 2021 to November 2021

• Handled incoming calls. Scheduled garbage pickup and recycle pickup. Process bill payments. Updating accounts with personal information of customers. Used Salesforce, Microsoft Office etc. Customer Service Associate

PCG Consulting - Bellwood, IL

August 2020 to January 2021

Assisted Claimants with filling out and updating their unemployment application. Handled Fraud calls, online inquires. Reset password, instructions on appealing process etc. Data Entry Clerk

Randstad - Carol Stream, IL

February 2019 to April 2020

Process ISF filing for in bonds

Routing/Scheduling

Sears Holdings Corporation - Hoffman Estates, IL

August 2019 to January 2020

Perform task associated with managing the Rejected Claims process, including calling external customers

•Collaborate with external and internal customers to arrange for part pick-up associated with the Parts Recovery process

•Assist Field Districts in administering Cash Over/Shorts process and Bad Check recovery initiatives

•Coordinate Technician reimbursements and other financial transactions associated with Tech reimbursements

•Manage and coordinate various parts related initiatives including parts research and resolution of part order transmission errors. •Analyzes field issues/process issues to determine root cause of problem and takes appropriate action to correct.

. Route and Schedule Tech to customer homes for service on appliances Customer Service Representative @Allstate Insurance LanceSoft Inc - Woodridge, IL

June 2019 to July 2019

Answered national catastrophe calls for Allstate Insurance ..inform and direct insured to proper dept to get assist.

Customer Service Representative

In The Swim - West Chicago, IL

April 2019 to May 2019

Answer Phones concerning pool products, i.e parts, chemicals, and EZ pay payment plan Dispatcher

People's cab - Bellwood, IL

October 2018 to January 2019

Dispatch/Aide for cab company. Provide smooth transit for customers/contracts. Daily check in n schedule pick up for railroad workers,school and hospital contracts. Data Entry Clerk

22nd century technologies - Chicago, IL

May 2018 to June 2018

Worked in the reimbursement dept. working as Office Clerk/Receptionist with our Client- Chicago Public Schools (CPS)/School Support Center.

Office Docu-care Specialist Level2

Real Soft, Inc

September 2017 to January 2018

Provide on-going end user training on equipment. Service Delivery, Hospitality, Basic device cleaning and replacement of operator accessible parts and consumables per equipment specifications, on printers, copiers and fax machine within the Northwestern Memorial Hospital. Also includes service call handling, accurate call reporting on equipment in Clients, supplies orders. Works hand and hand with Tech and other staff on the team to maintain SLA requirement. Service Now, Remedy, Salesforce, Active Directory and Web mail Systems.

Building Assistant

Bellwood School District - Stone Park, IL

April 2016 to September 2017

Building Assistant primary job is serving as a liaison between the school community and staff as a support of the instructional program placed. Also assist with the Food Serv. Department with the operation of the student lunch applications and lunch program to assure that the students receive their lunch daily. Clean up Duties, Health and sanitation protocols. Help with school registration of students, distribution of information to parents, and collection of forms and fees. Collect, record, and submit the food service manager, all funds through the sale of the lunch and payment for supervision. Customer Service Analyst

Xerox Corporation - Bolingbrook, IL

February 2016 to April 2016

Customer Service Representative in a call center environment supporting customers with their accounts provided troubleshooting assistance, worked with customers to resolve inquiries, recommended products or solutions that best suit the customer. With the ability to accept and implement coaching, feedback in a metrics environment, in order to achieve individual and team performance goals. Demonstrates the ability to troubleshoot and isolate problems with bills, technical issue with cell phone or hot spots. Maintained a high level of world class customer service support and professionalism to a wide range of customers.

IT Support Analyst

Windstream Communications - Schaumburg, IL

October 2014 to November 2015

Operations/ Carrier Voice Noc

Pull up call trace and analyze them to investigate reported trouble with phone call passing traffic issues. Schedule dispatch out to customer's

location and cool locations that are reporting no service. Answered inbound calls, chats and also emails to create trouble ticket request in Remedy. Ticket Management by Using Citrix and other services, allowed me to provide status update for customers and also Vendors on a regular basis. Familiar with VOIP and Sip LD Services TCP/IP, OSPF, BGP, SIP, RTP. Test circuits and set and remove call forward via the switches and trunk group lines it is set under. Used Remedy ticketing system to create, review and or resolve client's issues at hand. Progression was handled through a metric environment for coaching and future goals. Network Analyst

Telecommunications Services - Schaumburg, IL

August 2014 to October 2014

Illinois

Telecommunications Services

Performs technical problem resolution, including analysis, trouble isolation and repair in a call center atmosphere. Provided assistance to Tech, and or Management using Carrier Voice Noc VOIP Services TCP/IP, OSPF, BGP, SIP, RTP

Computer software knowledge to include Microsoft Office, Excel, Word, Windows 7 and Custom Planning Tools and Databases. Worked at Windstream as a Temp then hired on permanently. Used Remedy ticketing system to create, review and or resolve client's issues at hand. Customer Service Rep/ IT

STAFFING FIRM - Arlington Heights, IL

April 2014 to June 2014

60005

Provided support for AT&T Managed Customers in a call center atmosphere. Customer call receipts as first point of contact for Customers with billing problems, open work appointments, recording issue. Help Desk services, Customer verification, problem validation and documentation Ticket Management thru Remedy, update status on open work orders for customers on a regular basis. Managed escalations by transferring calls to upper level management. Used Active Directory, Cisco IP to resolve and or review issues. Interfaced with internal and external AT&T/Vendors Adheres to SLAs, processes and tools through metrics Basic trouble shooting routers/circuits

IT Operations Support Analyst

GTS - Arlington Heights, IL

January 2014 to February 2014

Answer phone in a Call Center/Service Desk atmosphere. Created trouble tickets. Escalate tickets if needed, or solved

completely by following knowledge documents instructions. Review and give feedback on knowledge documents. Basic trouble shooting. For United Airlines employees. Helpdesk Analyst

Sentinel Technologies, Inc - Chicago, IL

August 2013 to September 2013

Assisted online customers in setting up their online bank account access. Provided balances on account, verified if checks were paid and or presented to customer account and reported any fraudulent activity. Updated address, phone number; ie information per customer request. Multi-tasking duties and provisions in a call center environment with also using emails and chat lines to provide quality service.

IT SUPPORT ANALYST

CUST SERV - Oak Brook, IL

January 2011 to August 2012

Receive incoming calls with the greetings and transfer / connect to the requested person. Help employees and or students to reset passwords in Active Directory once been locked out. Direct users to correct logins and websites to update profile information. Unlock accounts that have exceeded attempts for passwords sign on. Used Remedy ticketing application to assist with Online technical support for students, faculty and or employees.

How to help with download software needed for class. Escalated any issue that needed to be resolve to another technical group. Mult-tasking was needed on all calls. Used double monitor to help maintain good flow of call. Troubleshooting and care management in the metrics environment to help one call resolutions. Handled fraudulent claims reported as well.

REGISTRATION REP

APEX/MCGRAW-HILL PUBLISHING - Burr Ridge, IL

September 2010 to October 2010

Worked in call center answering phones call from students who need help setting up their profiles for their online classes. Heavy data skills used and multi-tasking needed to provide the quickest turn-around time for call

resolutions. Reset passwords, logged students in who have computer issues. Reported fraudulent accounts per registration.

CUST SERVICE/DATA ENTRY

FTD.COM - Downers Grove, IL

April 2010 to May 2010

Downers Grove, Illinois

Answer incoming calls in a high volume call center atmosphere. Taking orders for flowers and or gifts that would be delivered by a filling florist in the area or FED EX or UPS. Also handled customer service issues, ie quality

issue on arrangements, timely deliveries thru florist, making changes to orders, at the same time offering suggestions to the customers to help with a

decision on what to purchase. Called customers that made internet orders if need more information to complete the order, verified address, phone and destination of gift. Worked closely with managers, supervisors and leads to

make sure compliant with all and any privacy policies on credit card payments and any possible fraud that may be detected. Data Entry Clerk

BANCTEC/Kelly Services - Addison, IL

November 2009 to May 2010

-Worked 3rd shift for a lockbox company. Heavy data entry, alpha and numeric keying, checks sent to the lock box to be applied to customer's

monthly bill with either Com Ed, Discover Card, Wow Cable and other fortune 500 companies. Quality Assurance performed daily. Viewed mirco scan line on checks to make sure correct. Transaction balancing for each batch was also done daily. Running night batches, balancing batches, multi-tasking

required daily. 10-key, filing, answer phones. Also print reject reports for ineligible checks that are not scanned properly. Once checks pulled

rescanned or manually keyed if damaged. If checks were not legible or written to wrong payee it would be returned to customer in a timely fashion.

Down time open mail or help sort mail for the night. Data entry skills alpha and numeric

BANKING SALES ASSOC - Schiller Park, IL

April 2008 to August 2009

TCF NATIONAL BANK Schiller Park, Illinois

-Worked with our customers to promote, sell, and implement TCF products and services. Answered inquiries regarding checking and savings accounts and other bank related products. Initiated info on how to open new accounts.

Provided appropriate information on regulations and policies Acurately process, closely verify and promptly keyed all transactions in a manner which maintains TCF standards and a high level of customer service All done in a call center atmosphere. Data entry skills alpha and numeric skills used to update or correct customer information. Filed fraud claims and problems reported from our customers which could include lost or stolen

debit cards, charges fraudulently done towards their accounts, wrong amounts taken out of bank account due to checks not scanned correctly, double billing, or just explaining charges in account customer states was not aware of.

Customer Service Rep

STAFFING FIRM - Franklin Park, IL

August 2005 to December 2007

-Assist Accounting Manager with daily duties in Accounts Payable Dept. Responsible for payroll, 401K deductions, coding and scanning bills for the corporate offices then sending bills thru UPS. Totaled monthly commissions for sales, and also responsible for cutting checks to be sent to corporate.

Answer incoming calls from switchboard and call center, inputting customer information while on the phone to either answer billing inquiries, credit card payments, troubleshooting for online services. Product knowledge essential. Data Entry Clerk

STAFFING FIRM - Oak Park, IL

October 2006 to November 2007

Accounts Payable Department. Heavy data entry and customer service skills used. Also used scanner to scan all invoices and or bills that are to be on file for the sales or upper management departments. Any help needed in the office to keep compliant with management's requests. Also worked call

center, providing customer service for major companies to update their info. Multi tasks; including internet and or email accounts. Opened mail then sorted by zip code and or company. Scanned mailed then dropped off mail to be shredded to stay compliant with private policy rules.

LOAN PROCESSOR/ACCOUNT EXEC

STAFFING FIRM - Melrose Park, IL

July 2006 to September 2006

Handled and maintain loans that are approved through background check on employment, gross income, bank accounts and residence. Offered payday

loan and or title loans to qualified customers. Daily collections on bad or closed accounts while maintaining customer files and mailings sent to

current, old and possible new clients. -Cashier/ Customer Svc duties. Problem solving with our customers on either wrong balances or explanation of bills sent to the customer. Multi task duties on a daily basis, using data entry skills to key in or correct customer info.

CUSTOMER SERVICE ASSOC

COMCAST CABLE - Oak Brook, IL

July 2004 to June 2005

Responded to inbound customer calls in a professional manner, addressing customer issues, troubleshooting while assuring that market quality standards are met.

Handled multiple tasks calls for cable company (i.e. talking with customers while accessing information and/or input in computer). Responded to email

orders, complaints and questions.

Recognized opportunities to offer enhanced services. Used data entry skills alpha and numeric to enter comments on customer contacts and follow-up dates where required. Listen to phone monitors to evaluate quality of the call, then give suggestions on how to improve or maintain good quality.

ADMIN

ARCOR INCORP - Franklin Park, IL

January 2004 to June 2004

Assisted sales department, accounts payable, mangers and or in other tasks as needed or assigned(i.e. dissatisfied customers and or shipments rec'd)

Responds to inbound customer calls in a professional manner, addressing customer issues. Filing, data entry, mail distribution, shipping and receiving, and compliance materials were other job performed. Warehouse duties would

be coding and labeling, some lifting, scanning boxes. CUSTOMER SERV/ADMIN ASSNT

STAFFING FIRM - Oak Brook, IL

February 2000 to June 2003

Temporary Service- Customer Service position, handled incoming calls with one call resolutions. Also handled billing and or credit card payment over the phone. CUSTOMER SERV/DISPATCHER

STAFFING FIRM - Elmhurst, IL

February 2001 to April 2002

Responded to inbound customer calls in a professional manner, addressing customer issues, and or problem solving in a call center atmosphere. Set up transportation for people in need of emergency transport to or from hospitals or nursing homes using data entry skills. Assuring quality customer service and medical detail on patients. Multi tasks duties; i.e. talking with customers while accessing information and/or inputting info in computer. Made sure insurance covered cost or trip for patients, by verifying coverage with insurance company. Data Entry duties and proof read emergency tech's

travel sheet to comply with managers requests.

Education

High school diploma

Proviso West High School - Hillside, IL

September 1986 to June 1990

VOCATIONAL

VOCATIONAL EDUCATIONAL SKILLS STUDIED

Skills

• BGP (1 year)

• OSPF (1 year)

• SIP (1 year)

• TCP (1 year)

• TCP/IP (1 year)

• Data Entry

• Typing

• Data Entry Operator

• Data-Entry

• Dispatch

• CSR

• Call Center

• Customer Care

• Customer Service

• Customer Support

• Active Directory

• WAN

• Citrix

• Computer Networking

• LAN

• VPN

• VoIP

• Network Support

• Microsoft Windows

• DHCP

• Medical terminology

• Linux

• Ethernet

• Disaster Recovery

• Microsoft Windows Server

• Operating Systems

Certifications and Licenses

Food and Sanitation

Additional Information

SKILLS:

Certification in Airline and Travel Techniques with Catherine College Word Perfect, Word Excel, Lotus, MS Office: Word, Excel, PowerPoint and Outlook, VOIP Services TCP/IP,OSPF,BGP,SIP,RTP

Circuit Testing

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