Cheronique Scruggs
Vernon,CT
Summary
Dynamic professional with a proven track record at Idemia, adept in CRM software and financial acumen. Excelled in enhancing system performance through innovative solutions, demonstrating exceptional problem-solving skills and interpersonal abilities. Achieved significant improvements in customer service and operational efficiency, leveraging technical proficiency and emotional intelligence. Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth. Dynamic individual with hands-on experience in and talent for navigating challenges. Bring’s strong problem-solving skills and a proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals. Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines. Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Case Management Assistant
OIC
New London, CT
07.2023 - Current
- Attended regularly scheduled case management and staff meetings
- Coordinated community integration activities for clients, teaching life skills and independent living skills necessary for succeeding in permanent housing
- Maintained up-to-date and accurate contacts and progress note records
- Worked with homeless, diverse and low-income populations to assist in coping with mental health, substance abuse and recovery issues
Trusted Mobile Agent
Idemia
Windsor Locks, CT
10.2021 - 07.2023
- Federal background check processing
- Biometric fingerprints initiation
- Application screening for Global Travelers, Hazardous Endorsement Drivers, Merchant Mariners & United States Transportation Workers Identification Workers Credentials
- Customer Service & Admissions
Personal In-Home Caregiver
Tempus Unlimited
Stoughton, MA
06.2021 - 11.2022
- Monitored client progress regularly, adjusting care plans as necessary for optimal results.
- Maintained client health with proper medication administration and timely medical appointments.
- Upheld strict confidentiality standards while handling sensitive information related to clients'' personal lives and medical conditions.
- Exemplified strong problem-solving skills in addressing various challenges encountered during in-home caregiving assignments.
- Demonstrated adaptability in catering to diverse clientele, including seniors, individuals with disabilities, or those recovering from surgery or illness.
- Provided compassionate end-of-life care, ensuring the comfort of both clients and their families during difficult times.
- Ensured a safe home environment by performing housekeeping duties and implementing safety measures.
- Improved client comfort by providing personalized in-home care and assistance with daily tasks.
Business Service Representative
Trinity Health of New England
02.2021 - 08.2021
- Call Center Hospitality
- Trained staff in operating procedures and company services
- Appointment scheduling
- Cross-trained and backed up other customer service managers
- Pharmacy, Prescription, Durable Medical Equipment transfers & referrals
- Emergency Dispatch & Response
Customer Service Call Center
USA Waste & Recycling
09.2020 - 01.2021
- Customer conflict & resolution
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution
- Paid attention to detail while completing assignments
- Strengthened communication skills through regular interactions with others
- Scheduling
- Bill Reconciliation and posting
Trusted Agent Supervisor
Idemia
Springfield, MA
04.2016 - 09.2020
- Facility Supervisor
- Federal background check processing
- Biometric fingerprints initiation
- Application screening for Global Travelers, Hazardous Endorsement Drivers, Merchant Mariners & United States Transportation Workers Identification Workers Credentials
- Customer Service
- Office Administration
- Payment Processing & Online Bank Deposits
Billing Clerk
Estes Express Lines
07.2017 - 04.2018
- Handled account payments and provided information regarding outstanding balances
- Executed billing tasks and recorded information in company databases
- Managed invoicing and payment processing operations
- Monitored outstanding invoices and performed collections duties
- Entered and maintained billing information in company internal databases for accessibility
- Verified accuracy of billing data and corrected discrepancies
- Generated monthly billing and posting reports for management review
Sales Associate
Bath & Body Works
12.2014 - 05.2016
- Prepared merchandise for sales floor by pricing or tagging
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise
- Engaged with customers to build rapport and loyalty
- Solved customer challenges by offering relevant products and services
- Engaged with customers to effectively build rapport and lasting relationships
- Accurately processed POS transactions, returning coins, currency, payment cards, and receipts to customers
- Educated clients on current promotional offerings and products using persuasive selling tactics
- Rotated stock and restocked shelves to maintain product availability and store appearance
- Managed returns, exchanges and refunds in accordance with store policy
Emergency Communications Dispatcher Military Caseworker
American Red Cross (SAF)
05.2013 - 10.2015
- Dispatched Emergency Military messages to Service Members of The Armed Forces
- Recorded and tracked emergency requests utilizing computer-aided dispatch systems
- Operated telephone and radio equipment to receive requests and reports from police officers, medical dispatch and firefighting crews
- Used specialized software to track and maintain case incident numbers and logs
- Questioned callers to determine the nature of problems and locations to direct type of response needed
- Assessed emergency requests and made quick judgment calls to determine appropriate action
- Offered friendly and efficient service to callers, handled challenging situations with ease
- Aided in prominent casework, furthered Service Members and immediate family members to Aide societies for Service Members going through financial crisis & needed assistance
Education
High School Diploma - International Studies
Washington Irving High School
New YorkAdult & Child CPR And AED Certification - BLS/ CPR & Automated External Defibrillator
OIC New London/ American Red Cross
New London, CT04-2024
Certified Nurses Assistant Certification - Pre-Nursing
American Red Cross Nursing Training School
Springfield, MA10-2005
Skills
- Financial acumen
- CRM software
- Industry expertise
- Refunds processing
- Computer skills
- Multitasking and prioritization
- Contract development
- Microsoft office expertise
- Interpersonal skills
- Transaction processing
- Customer needs assessments
- Information gathering
- Customer service orientation
- Data entry
- Administrative and office support
- Money handling
- Rapport building
- Teamwork skills
- Calm under pressure
- Technical proficiency
- Credit card payment processing
- Professional telephone demeanor
- Emotional intelligence
- Teamwork and collaboration
- Sales transactions
- Verbal and written communication
- MS office
- Professionalism
- Work prioritization
- Adaptability and flexibility
- Multitasking
- Product sales
- Multi-line phone systems
- Active listening
- Understanding customer needs
- Self motivation
- Problem-solving skills
- Emergency Communications
- Customer service
- Teamwork
- Trauma-informed care
- Multitasking Abilities
- Reliability
- Excellent communication
- Organizational skills
- Relationship building
Certification
- Personal Caregiver s Certification
- 12/2024, OIC New London
- Adult & Child CPR and AED Certification, 04/2024, OIC, New London, CT
- Certified Nurse’s Assistant Certification, 10/2005, American Red Cross Nurses Training School, Springfield, MA
Timeline
Case Management Assistant
OIC
07.2023 - Current
Trusted Mobile Agent
Idemia
10.2021 - 07.2023
Personal In-Home Caregiver
Tempus Unlimited
06.2021 - 11.2022
Business Service Representative
Trinity Health of New England
02.2021 - 08.2021
Customer Service Call Center
USA Waste & Recycling
09.2020 - 01.2021
Billing Clerk
Estes Express Lines
07.2017 - 04.2018
Trusted Agent Supervisor
Idemia
04.2016 - 09.2020
Sales Associate
Bath & Body Works
12.2014 - 05.2016
Emergency Communications Dispatcher Military Caseworker
American Red Cross (SAF)
05.2013 - 10.2015
High School Diploma - International Studies
Washington Irving High School
Adult & Child CPR And AED Certification - BLS/ CPR & Automated External Defibrillator
OIC New London/ American Red Cross
Certified Nurses Assistant Certification - Pre-Nursing
American Red Cross Nursing Training School