Finance Clerk and Customer Service Specialist with 15 Years
Resume:
Stephanie Roberts
Profile
Organized, versatile, and detailed professional with over twenty-five years of experience in customer service, high volume data entry, administrative support, receptionist, cashiering, front desk/guest services, technical support, and help desk. Specializes in assisting customers, problem solving, resolving escalations, and developing cost-saving improvements. Possesses comprehensive knowledge in computer troubleshooting, report reconciliation, reservations, resolving account discrepancies, and staff training.
Skills
Customer Service
Phone Support
Cash Handling
Financial Reconciliation
Budget Support
Data Entry
Microsoft Office
Google Suite
SAP & AS400
RecTrac
Tax Software
Salesforce & Zendesk
Tableau
Supervising
Staff Training
Resolving Complaints
Marketing
Graphic Design
Computer Troubleshooting
Professional Experience
AMERICAN CANCER SOCIETY — Work From Home
Cancer Information Specialist June 2025-Present
Assisted constituents and providers with requests for information on cancer, symptoms, side effects and treatment, in addition to other resources available through the American Cancer Society, including rides to treatment, lodging, and financial assistance.
Key Results:
Maintained strict compliance with account privacy.
Shared medically vetted information regarding cancer, diagnosis, staging, treatment, side effects, treatment, and discussed symptoms.
Promoted American Cancer Society programs where applicable.
Researched resources within a constituent’s area to assist them with various needs.
Set up and scheduled rides for treatment by trained volunteers, and assisted with troubleshooting technical issues with using the service.
Provided information for lodging requests to partner agents, and addressed escalated lodging concerns.
Emailed & texted documents and other helpful information to constituents.
Cancer Support Specialist September 2024-June 2025
Assisted constituents and providers with requests for resources available through the American Cancer Society, including rides to treatment, lodging, and financial assistance.
Key Results:
Maintained strict compliance with account privacy.
Promoted American Cancer Society programs where applicable.
Researched resources within a constituent’s area to assist them with various needs.
Set up and scheduled rides for treatment by trained volunteers, and assisted with troubleshooting technical issues with using the service.
Provided information for lodging requests to partner agents, and addressed escalated lodging concerns.
Emailed documents and other helpful information to constituents.
DARIEN PARK DISTRICT — Darien, IL March 2013-Present
Finance Clerk
Assisted customers and staff at a Parks and Recreation organization, featuring a community center and an indoor multi-sport facility with three ice rinks. Oversaw the operation of vending machines, administrated RecTrac, verified residency, and provided assistance with special projects.
Key Results:
Improved existing Excel spreadsheets and converted standard paper forms (i.e. timesheets, mileage, etc) into Excel.
Enhanced the preschool installment billing process, entered installment billing information, trained others on entering installment bills, and followed up with delinquent accounts.
Processed facility reservations, trained others in creating reservations, followed up with past due reservations, and developed improvements to simplify the reservation process.
Oversaw the preparation of program masters for seasonal classes, including committing rosters to history and updating information to activate the classes for registration when desired by programmers.
Developed an improved Point of Sale screen, including all associated transcodes, and limited use “punch card” memberships.
Trained part time and full time staff in software use, performed software troubleshooting, and developed back-end improvements within the software to increase efficiency.
Created manuals for use on the registration software and various reports, plus designed and created the covers for the yearly Preschool DVDs using basic programs.
Regularly ordered product for, filled, and reconciled seven vending machines, including maintaining and improving spreadsheets that tracked ordering and sales.
95 PERCENT GROUP — Lincolnshire, IL March 2025-August 2025
Sales Support
Assisted individual schools and districts with obtaining educational products to further the advancement of learning for their instructors and students.
Key Results:
Reviewed incoming purchase orders for validity & processed valid purchase orders.
Compared purchase orders to existing quotes to ensure that there’s no price discrepancy.
Created quotes for orders that were not previously generated by sales representatives.
Communicated with districts about discrepancies with price or invalid information on purchase orders.
Tracked daily numbers for all Sales Support agents including number of orders processed, and the number of escalated orders that required communication with the districts and schools.
Enhanced an existing Excel sheet with formulas designed to simplify district tracking.
Developed several highly professional templates that received clear responses versus existing templates.
GRUBHUB — Chicago, IL
Team Lead, Care Tax Team February 2022-March 2025
Led a team of nine agents in providing white glove customer service to drivers and restaurants for 1099 form requests, correcting form errors, addressing B Notices concerns, resolving amount disputes, and providing technical assistance for electronic form retrieval. Oversaw workflow organization and various projects. Coached co-workers to improve skill proficiency and productivity.
Key Results:
Trained multiple co-workers on the 1099 processes, procedures, and software usage.
Responded to escalated 1099 issues and coached co-workers on how to respond to various requests including upset callers.
Improved the 1099 training document and Google spreadsheets for communication with the tax manager.
Developed wiki pages for Foodler and 1099, and developed an update to the W-9/Tax Remittance wiki page.
Documented new Tax Team processes as needed and assisted with the creation of CareComms.
Coordinated with training department for the creation of professional Tax Team training modules.
Developed, refined, and added professionally worded templates to respond to 1099 requests.
Tracked 1099 email volume, plus productivity of team members and assigned support staff.
Assisted with information gathering for Tax Team reporting.
Updated Excel files using V-Lookup and Pivot Tables.
Coordinated with and supported support staff assigned to help during the busy tax season.
Assisted co-workers in person, via Slack, BlueJeans, and Zoom.
Aided with the Care Fun Committee and other projects as requested.
Care Tax Team Specialist July 2021-February 2022
Assisted restaurants and drivers with requests for their 1099 tax forms, correcting tax information on the forms, resolving amount disputes, and provided technical assistance for electronic form retrieval. Aided co-workers in assisting restaurants and drivers while improving productivity.
Key Results:
Provided 1099 forms to restaurants and drivers upon request.
Researched issues with incorrect taxpayer information or earnings, obtained proof, and corrected 1099s as necessary.
Wrote letters of explanation to the IRS for 1099 forms too old to correct.
Responded to escalated 1099 issues and assisted co-workers on how to respond to various requests including upset callers.
Coordinated with and supported support staff assigned to help during the busy tax season.
Assisted co-workers in person, via Slack, BlueJeans, and Zoom.
Restaurant Care Representative November 2017-July 2021
Assisted restaurants with using technology to receive and process orders for fulfillment, updating their menu and settings to maximize customer interest and ordering, understanding financial statements, and resolved issues. Aided co-workers in assisting restaurants and improving productivity.
Key Results:
Researched and resolved restaurant and customer-related issues.
Processed order adjustments, refunds, cancellations, and issued credits as necessary.
Coordinated with the Driver Care department for orders waiting on drivers.
Called, emailed, and texted customers about order issues or cancellations.
Updated restaurant hours, delivery maps, delivery fees, minimums, menus, and other settings.
Empowered restaurants via education on the use of Grubhub for Restaurants to increase customer interest in their restaurant.
Created and updated both basic logins and administrative accounts for the Grubhub for Restaurants portal.
Performed troubleshooting with restaurants experiencing difficulties receiving orders, including Grubhub supplied tablets, self-provided tablets, and fax machines.
Researched and resolved financial issues regarding statements and transactions.
Coordinated with Account Advisors for follow up on restaurant concerns and cancellations.
Provided support for Foodler restaurants.
Served as a backup for Elite Care and assisted with steps for Elite Care to set Subway restaurants live.
Performed direct deposit updates for drivers and processed driver payments as necessary.
Discovered, utilized, and educated co-workers on a Google Chrome extension to help significantly increase interactions per hour.
Submitted and was awarded for multiple suggestions for process, training, and technology improvements.
Assisted co-workers in person, via Slack, BlueJeans, and Zoom.
Aided with the Care Fun Committee and other projects as requested.
TANDEM DIABETES — Work From Home March 2024-September 2024
Technical Support Specialist
Assisted customers with technical issues related to their insulin pump and connection to continuous blood glucose meters. Verified information and documented accounts in accordance with regulated health policies.
Key Results:
Maintained strict compliance with account privacy.
Resolved technical issues for insulin pumps over the phone.
Assisted with resolving connection errors between the insulin pump, continuous glucose meters, and continuous glucose sensors.
Recommended improvements to upper management.
MATTEL — Work From Home November 2023-January 2024
Customer Service Representative
Assisted customers by email and over the phone with product questions, order issues, inventory status, and information regarding retail stores and events.
Key Results:
Answered numerous calls and emails from customers of American Girl Doll.
Located parts and assisted with placing orders over the phone.
Provided turnaround times for doll repair and shipments.
Provided information about retail stores, events, and limited time product offerings.
FOODLER — Work From Home January 2016-October 2017
Customer Service Representative
Assisted customers and restaurants that utilized an online website to place orders, process payments, and transmit important details for order fulfillment.
Key Results:
Monitored incoming orders and called restaurants to confirm that they successfully received the order details.
Performed troubleshooting with restaurants if they did not receive the orders.
Created access for restaurants to the administrative website.
Updated restaurant hours and performed minor menu updates.
Coordinated with restaurant delivery services, if available, to determine delivery status and resolve issues.
Researched billing issues and escalated to support teams as necessary.
Investigated and verified website and mobile app issues, and alerted support teams as necessary.
Called and emailed customers about order delivery and cancelled orders.
Researched and coordinated with restaurants to resolve customer complaints.
Processed order adjustments or refunds as necessary.
Monitored for and immediately addressed fraudulent orders.
Reviewed and resolved older issues that needed additional follow up.
Developed duties per hour for scheduled support staff.
Created and published a Google document for all support staff to use for customer responses.
Provided phone, chat, and visual support and training to co-workers to enhance their knowledge.
Assisted other staff and management as necessary.
ACE HARDWARE CORPORATION — Oak Brook, IL July 2013-April 2015
Care Center Representative
Assisted over 4,000 retailers, vendors, numerous customers and warehouses, along with other Care Center agents. Maintained records of phone calls, investigated issues, fixed problems and resolved customer complaints. Communicated pertinent information with other Care Center agents and helped improve their knowledge.
Key Results:
Monitored retailer orders for issues and worked to resolve them so they could get their inventory on time. Performed data entry in Excel and SAP for orders that could not be transmitted electronically.
Developed detailed Excel spreadsheet using V-Lookup and Pivot Tables to track purchases made by Ace Rewards customers at non-participating stores. Improved other spreadsheets with drop down boxes.
Researched problems experienced by retailers and vendors and worked to resolve them. Escalated to level two support teams when necessary, including accounts receivable and technical teams. Investigated customer initiated issues and complaints and worked to resolve them.
Provided remote support to retailers and adjusted their computer settings to improve functionality with the prescribed programs for their store operation.
Assisted other agents with resolving their issues and for customers and retailers, and instructed them on features of Microsoft products to improve their knowledge and efficiency.
PARK DISTRICT OF OAK PARK — Oak Park, IL February 1998-March 2013
Customer Service
Assisted almost 100,000 customers yearly a Parks and Recreation organization, featuring two outdoor pools and an indoor ice arena. Maintained records, computer equipment and associated programs, processed payments and information, and trained staff to increase productivity and enhance customer service.
Key Results:
Assisted customers with finding classes when the desired class was full, and discovering ways to save on memberships.
Processed customer data into the registration system for class enrollment and membership applications, totaling up to $30,000 per day.
Maintained strong, accurate cash handling skills, verifying banks, deposits, and reconciling reports which has become the standard for all staff.
Performed the duties of the Customer Service Supervisor in her absence due to vacation or illness, including report reconciliation, banking, and other financial related duties.
Oversaw facility rentals and contract agreements, and refined the ice skating/playground party reservation process and record maintenance.
Regularly performed computer set up, operating system updates, and other maintenance on five computers prior to the creation of the IT department; assisted with computer troubleshooting and training on computer use.
Assisted with updates of RecTrac, behind the scenes settings, and worked with the software provider to resolve problems while increasing program functionality.
Primary programmer and trainer for the Park District’s electronic message center/electronic sign, located at the corner of Ridgeland and Lake St.
Created and printed various flyers, banners, and posters to assist with marketing seasonal and time sensitive programs and registration periods.
Education & Certifications
COLUMBIA COLLEGE — Chicago, IL Bachelor of Fine Arts – 1997
Major: Television Production
1140 S. Humphrey Oak Park, IL 60304 708-***-**** ***********@***.***
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