Cheryl D Jackson
Johns Creek,USA
Summary
Adept at providing guidance to departmental leadership teams in needs assessments, ensuring success of workforce enhancement initiatives. Well-versed in collaborating with Executive and Sales Management to create processes focused on driving Key Performance Indicators and enhancing customer satisfaction.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Customer Operations Specialist
Fortra LLC
Alpharetta, GA
01.2021 - Current
- Managed customer relationships, facilitating requests related to maintenance renewals and account updates.
- Provided customer support via telephone and email for licensing queries and account updates.
- Updated and maintained accurate account information, including billing details and special agreements.
- Completed export control screenings and managed export license requests efficiently.
- Created and managed customer license keys in CRM database with high accuracy.
- Oversaw renewal process from quoting to internal approvals, ensuring correct order processing.
- Proactively contacted customers 90 days prior to renewal dates to discuss options.
- Coordinated with departments to identify retention opportunities and resolve customer issues.
Compliance Assistant
Southwest Medical Resources
Ontario, CA
01.2019 - 01.2021
- Promoted to Compliance Assistant in July 2021, enhancing operational compliance standards.
- Certified ISO 13485:2016 Lead Auditor, ensuring adherence to quality management systems.
- Maintained QMS standard processes and executed corrective actions to address discrepancies.
- Managed senior accounts for Eastern Region, including largest hourly bill customer.
- Created service calls for support on MRI, CT, and PET CT scanners to optimize response times.
- Coordinated dispatch of field engineers to customer locations, ensuring timely service delivery.
- Oversaw master data management within CRM software module for improved data integrity.
- Monitored Remote Diagnostic Unit tasks and alerts to proactively resolve issues.
Payroll Manager
Kimco Staffing
Fontana, CA
01.2018 - 01.2019
- Managed payroll operations for 140 employees at Fontana PCD for Mercedes-Benz.
- Reconciled daily activity scans to align with Mercedes-Benz records.
- Updated payroll records by reviewing and approving filing exceptions.
- Directed production and issuance of paychecks to ensure timely employee payments.
- Conducted onboarding process for new hires on performance team.
- Oversaw inventory order supplies through Uline as office manager.
- Submitted monthly billing invoices to Mercedes-Benz for services rendered.
- Processed and approved PTO requests while maintaining confidentiality of payroll information.
Product Support Associate
Verint Systems, Inc
Alpharetta, GA
01.2006 - 01.2018
- Acted as Team Lead for Support Contact Center managing five personnel.
- Promoted from Senior Customer Service Representative to Product Support Associate in March 2013.
- Handled incoming customer contacts and created corresponding support tickets.
- Performed preliminary application support for new application-related issues.
- Validated all Customer Entitlement Agreements for compliance.
- Served as Support Liaison for Renewals/Order Management Team, providing updates on customer contracts.
- Developed operational processes for CSR/PSA team enhancing daily efficiency.
- Coordinated outstanding action items between Services and Support to ensure timely resolution.
Education
Associate of Science - Business Administration
Colorado Technical University
Colorado Springs, CO01.2018
Skills
- Customer relationship management
- Oracle applications
- Business intelligence
- Customer service
- Application support
- Account management
- Microsoft Office Suite
- Oracle BI reporting
- Labor utilization tracking
- IBM Dview
- Google Docs
- Microsoft Dynamics 365
- Team collaboration
- Microsoft Outlook
- Communication skills
- Microsoft Excel
- ISO 13485 compliance
- Quality management systems
- Warehouse management
Certification
Certified ISO 13485:2016 Lead Auditor, 09/01/21, 09/01/24
Timeline
Customer Operations Specialist
Fortra LLC
01.2021 - Current
Compliance Assistant
Southwest Medical Resources
01.2019 - 01.2021
Payroll Manager
Kimco Staffing
01.2018 - 01.2019
Product Support Associate
Verint Systems, Inc
01.2006 - 01.2018
Associate of Science - Business Administration
Colorado Technical University