Operations & Customer Service Leader

CHERYL A. CREED

Glendale, AZ ***** • 630-***-**** • *********@*****.***

Accomplished professional with over 27 years of experience spanning education, hospitality, and service operations. Expert at resolving complex inquiries, orchestrating schedules, and delivering empathetic, solution-driven support. Distinguished for composure and precision in high-pressure environments, including crisis response, and for cultivating strong client relationships that drive loyalty and satisfaction. Proven ability to streamline operations, optimize call center performance, and elevate customer engagement across diverse service settings.

Key Strengths:

Client Engagement & Service Excellence: Champion customer satisfaction by resolving high-volume inquiries with tact, efficiency, and professionalism.

Operational Leadership: Experienced in directing scheduling and documentation processes with accuracy, ensuring seamless call center and administrative workflows.

Crisis Response & Resilience: Competent in delivering steady, decisive support during critical airline events, reinforcing trust and organizational stability.

CORE EXPERTISE

Customer Service & Call Center Operations • Administrative Oversight & Documentation • Reservations & Scheduling Conflict Resolution & Problem-Solving • Hospitality & Travel Coordination • Stakeholder Communication & Collaboration CUSTOMER SERVICE EXPERIENCE

FLIGHT ATTENDANT SERVICE CENTER COORDINATOR United Airlines, Onboard Division, World Headquarters 2000 – 2002

• Directed 24/7 call center operations, resolving time-sensitive scheduling requests involving contractual obligations, legal flight hours, sick leave, FMLA, vacation, PTO, and emergency training assignments.

• Served as a core member of the UA World Headquarters crisis response team during 9/11, maintaining operational communication and service continuity under extraordinary pressure.

• Enforced contractual compliance and optimized crew scheduling workflows, coordinating across operations, compliance, and training teams to deliver accurate, crew-centered resolutions at high volume.

• Managed complex, concurrent scheduling logistics with precision and urgency, consistently meeting the demands of a fast-paced, round-the-clock service environment.

RESERVATION AGENT MTI Vacations 1989 – 1990

• Booked and managed travel reservations for Las Vegas, Florida, and Hawaii packages in a wholesale tour environment, tailoring itineraries to client needs and supporting travel agents with responsive, knowledgeable service.

• Built client trust and reinforced booking accuracy by delivering reliable, detail-oriented reservation support, strengthening repeat business and operational credibility through consistent service excellence. DATA ENTRY CLERK, CLAIMS DEPARTMENT Allied Van Lines 1986 – 1988

• Inputted and tracked customer claims with accuracy, managed filing systems, and applied adding machine reconciliation to balance claims, building foundational administrative and data management competencies carried throughout career. DISPATCHER Radio Relay Corporation 1984 – 1986

• Managed 24-hour computerized paging and answering services for physicians and businesses, ensuring uninterrupted communication across a high-volume, time-sensitive operation.

• Received and relayed messages for physician answering services and corporate clients, maintaining accuracy and responsiveness across all hours.

MEDICAL & ADMINISTRATIVE EXPERIENCE

MEDICAL RECEPTIONIST – INTERNAL MEDICINE & PEDIATRICS Boblick Medical Group 1992 – 2000 MEDICAL RECEPTIONIST – GENERAL PRACTICE Primary Care Associates 1992

• Managed unit communications, entered physician orders, monitored cardiac displays, and maintained organized admission charts across two high-acuity hospital units. UNIT SECRETARY – CARDIAC UNIT & LABOR AND DELIVERY Loyola University Medical Center 08/1990 – 08/1991

• Managed unit communications, entered physician orders, monitored cardiac displays, and maintained organized admission charts across two high-acuity hospital units. EDUCATION EXPERIENCE

Dysart Unified School District - Thompson Ranch Elementary 01/2026 – 05/2026 SPECIAL EDUCATION TEACHER / CASE MANAGER

• Managed a caseload of 23 students, scheduling and facilitating IEP meetings with families, maintaining detailed compliance documentation, and communicating progress updates to parents and staff. Elmhurst School District 205 08/2025 – 11/2025

LONG-TERM SUBSTITUTE SPECIAL EDUCATION TEACHER

• Stepped into a high-visibility role with minimal transition time, delivering specialized ELA instruction with adaptability and precision while maintaining established protocols. SASED (School Association for Special Education) 06/2025 – 07/2025 ESY SUMMER SCHOOL TEACHER, SPECIAL EDUCATION

• Coordinated program logistics, managed family communication, and maintained documentation under a condensed timeline, showcasing organizational precision and follow-through. Valley School District 365U / Oak View Elementary School 01/2025 – 05/2025 SPECIAL EDUCATION CROSS-CATEGORICAL TEACHER

• Managed a fluid, rotating schedule across six classrooms daily, adapting communication style and approach in real time. East Aurora School District 131 / Krug Elementary / Brady Elementary / Gonzalez Child Center 2013 – 2023 LD RESOURCE TEACHER 2022 – 2023

ESY COORDINATOR 2021

SPECIAL EDUCATION RESOURCE & INSTRUCTIONAL /ESL TEACHER // SPECIAL EDUCATION INSTRUCTIONAL COACH 2019 – 2022

• Coordinated assessment scheduling across 18 district buildings, organized professional development sessions, and served as a cross-functional liaison between teachers and district administration.

• Directed ESY (Extended School Year) programming and managed district-wide scheduling logistics, demonstrating program coordination and organizational leadership under deadline-driven conditions. Maercker School District 60 2002 – 2013

SPECIAL EDUCATION TEACHER / INTERVENTIONIST

• Directed the District 60 Summer School Program and served as Acting Principal in the principal's absence, demonstrating administrative decision-making, staff supervision, and operational continuity skills.

• Partnered with the Walter & Connie Payton Foundation to coordinate a community anti-bullying assembly featuring Jarrett and Brittany Payton.

EDUCATION & PROFESSIONAL DEVELOPMENT

Master of Education in Administration & Supervision National-Louis University – Lisle, IL Literacy Postgraduate Coursework Northern IL University – Dekalb, IL Bachelor of Arts in Special Education Elmhurst College – Elmhurst, IL Learning Forward Instructional Coach Training

East Aurora SD 131 Math Training (K–3)

ReadyGen STEMscopes (K–1)

LICENSES & CERTIFICATIONS

AZ Teaching Certificate — Special Education, Mild/Moderate, K–12 Valid through 10/2/2037 AZ Standard Professional Principal, PreK–12 ESL Endorsement, PreK–12 IL Type 75 — General Administrative

IL Type 10 — English Language Learner (ELL)

IL Type 10 LBS1 — Pre-K–12 (Learning Disabilities, Emotional Disorders, Intellectual Delay/EMH) IL Type 03 — General Elementary Language Arts Middle School Endorsement ALICE — Certified Train-the-Trainer 2018–2020

Youth Mental Health First Aider (YMHFA) 2017

VOLUNTEER EXPERIENCE

Walter & Connie Payton Foundation 2010 – 2020

• Organized fundraising events and community initiatives, earning the “Spirit of Sweetness” award (2010 – 2011) for impactful contributions to children’s lives.

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