CHERYL BENDER
Shickshinny,PA
Summary
Customer-focused professional with experience across phone, chat, email, and office support in busy service settings. Brings strong Salesforce, technical support, and issue resolution skills, with a record of meeting call center goals and working across departments to close customer requests efficiently.
Overview
16
16
years of professional experience
Work History
Office Assistant
Waste Reduction & Recycling (Casella)
Township of Hanover, PA
07.2025 - Current
- As an office assistant at Waste Reduction, Performed office tasks and procedures, such as filing, scanning, and uploading DEP bundles to the server. Closed out previous day from scale and supported billing processes. Handled phone inquiries, scheduled pick up or delivery of roll off cans, and processed orders for street cans.
- Supported waste and recycling customer calls with schedule updates and service questions.
- Coordinated driver paperwork, manifests, and daily service documents.
- Entered routing, billing, and account data into Trash Lab office systems.
CSR - Customer Service Representative
Foundever Work from Home
Nashville, TN
03.2012 - 06.2025
- Supported work-from-home call center operations across multiple lines over several years, handling varied customer needs.
- Provided customer support for iWireless by taking new-customer intake for government-approved phone services, resolving issues with cross-functional teams, and maintaining strong call center metrics.
- Updated websites for yp.com, supported sales team needs, applied web design knowledge, and kept call center performance on target.
- Assisted AARP members for 9 years through chat, answering benefit questions, guiding account updates, helping with website navigation, resolving AARP Rewards issues, and supporting gift card purchase questions.
CSR - Customer Service Representative
Convergys At Home
Cincinnati, OH
02.2011 - 08.2012
- At this work at home position, I worked for ATT on their small business lines accounts. I have provided technical support for hardware and software installations to enhance user experience. Resolved customer issues through phone, email, and chat. I would document all technical support activities, including processes and updates for future reference. I would also conduct remote diagnostics to identify and address technical progress efficiently. I have maintained up to date knowledge of technology trends to improve service delivery. I would always guide customers through troubleshooting steps clearly and concisely. Acted as first point of contact for incoming technical service and billing inquiries, facilitating timely assistance for customers.
- Managed inbound customer calls for Foundever remote support programs.
- Answered customer questions through CRM and knowledge base tools to deliver accurate information.
- Executed account updates by utilizing company service systems for accurate record maintenance.
CSR - Customer Service Representative
Telerex
Township of Hanover, PA
08.2010 - 02.2011
- Managed incoming calls for Campbell's Soup line and Pepperidge Farms, providing assistance and resolving customer inquiries.
- Resolved account questions using company scripts and knowledge bases.
- Documented customer interactions in CRM and case management systems.
Education
GED -
Lake-Lehman Jshs
06-1990
Skills
- Data entry experience
- Document management
- Data management
- Salesforce proficiency
- Technical support expertise
- Customer service excellence
- De-escalation techniques
- Office procedures
- Empathy and understanding
Timeline
Office Assistant
Waste Reduction & Recycling (Casella)
07.2025 - Current
CSR - Customer Service Representative
Foundever Work from Home
03.2012 - 06.2025
CSR - Customer Service Representative
Convergys At Home
02.2011 - 08.2012
CSR - Customer Service Representative
Telerex
08.2010 - 02.2011
GED -
Lake-Lehman Jshs