Summary
Overview
Work History
Education
Skills
Accomplishments
I am a deacon at Johnson Ferry Methodist church
Timeline
Work Availability
AccountManager
Cheryl Spring

Cheryl Spring

Marietta,GA

Summary

Versatile Support Specialist skilled handling data, technical issues and personnel support tasks in distributed environment. Self-motivated and attentive with good interpersonal and problem-solving abilities. Offering 32 years of experience in Payroll and Quality Assurance.

Well-qualified support professional with positive and friendly demeanor. Strong attention to detail, effective communication skills and solid history of tackling diverse and challenging requirements. Well-versed in Payroll and Quality Assurance and working in 24/7 uptime environment.

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

24
24
years of professional experience

Work History

Sr Quality Support Analyst

Ceridian Employer Services
10.2014 - 02.2024
  • Reviewed customer complaints and initiated investigations into potential discrepancies between stated expectations and delivered products or services.
  • Perform consistent auditing of their assigned book of business as outlined by the QA framework established for that book of business.
  • · Monitor customer experience through call listening (using Calabrio tool) and data (using the D-365 tool) and process audit procedures, measuring each interaction for accuracy and compliance with established quality guidelines and requirements.
  • · Provide feedback and recommendations to the quality audit processes to continuously drive efficient and effective auditing procedures that meet the needs of the GCO business goals.
  • · Works well independently and works well collaborating with others on the team towards the same goal.
  • · Continually works to stay calibrated within the scoring of the team to maintain a repeatable and reliable experience.
  • · Makes suggestions and submits requests for documentation to equip the GCO teams with the information needed to excel at delivering the highest quality customer service.


Internal Analyst Training

Ceridian
12.1999 - 02.2023
  • Researched and adopted new technologies to add value to existing offerings.
  • Assisted in decision-making processes by presenting accurate, data-driven recommendations to stakeholders.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Performed audits of subsidiaries to protect shareholders and potential investors from fraudulent or unrepresentative financial claims.
  • Identified and resolved problems through root cause analysis and research.
  • Enhanced customer satisfaction rates through detailed analysis of customer feedback data and subsequent improvements in service offerings.
  • Helped meet changing demands by recommending improvements to business systems or procedures.
  • Collected, arranged, and input information into database system.
  • Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
  • Validated results and performed quality assurance to assess accuracy of data.
  • Provided professional services and support in a dynamic work environment.
  • Demonstrated a high level of initiative and creativity while tackling difficult tasks.
  • Passionate about learning and committed to continual improvement.
  • Skilled at working independently and collaboratively in a team environment.
  • Paid attention to detail while completing assignments.

Trainer

Ceridian Employer Services
10.2014 - 10.2016
  • Delivered dynamic presentations to facilitate learning and retention among diverse audiences.
  • Supported productivity increase and business growth through new hire training and mentoring.
  • Provided coaching and mentoring to employees.
  • Ensured consistent messaging across all training materials by adhering to corporate branding guidelines.
  • Contributed to the retention of top talent by providing employees with the resources and support necessary to excel in their roles.
  • Facilitated virtual, in-person and blended learning sessions.
  • Analyzed team performance and identified opportunities for additional training.
  • Enhanced trainee engagement through interactive workshops and hands-on activities.
  • Collaborated with subject matter experts to create accurate and up-to-date content for training sessions.
  • Mentored new hires, resulting in stronger staff development and increased productivity.
  • Trained and mentored [Number] new personnel hired to fulfill various roles.

Customer Service Analyst

Ceridian Employer Services
12.1999 - 08.2014
  • Answered product and service questions, suggesting other offerings to attract potential customers.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Maintained up-to-date knowledge of product and service changes.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Increased first-call resolution rates by creating an extensive knowledge base for quick reference during interactions with customers.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Provided primary customer support to internal and external customers.
  • Achieved high customer retention rates with exceptional communication skills and a deep understanding of client needs.
  • Demonstrated flexibility in handling varying workloads by adapting quickly under changing circumstances while maintaining focus on results.
  • Cross-trained and backed up other customer service managers.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.

Education

Some College (No Degree) - Marketing

Kennesaw State University
Kennesaw, GA

Skills

  • System standards documentation
  • Account Administration
  • Problem-Solving
  • Cultural Awareness
  • Customer Service
  • Attention to Detail
  • Public Speaking
  • Friendly, Positive Attitude
  • Computer Skills
  • Flexible and Adaptable

Accomplishments

  • Achieved team goals through effectively helping with Quality audits and to provide feed back to the managers.
  • Achieved proficiency by completing quality audits with accuracy and efficiency.
  • Documented and resolved client retention which led to an increase in revenue.
  • Documented and resolved manager issues which led to cohabitation between Quality and management.

I am a deacon at Johnson Ferry Methodist church

As a deacon, my responsibilities included opening the church, assist with church functions including:

Assist with setting up the church for worship service.

As part of the hospitality team,I assisted with setup of for lunches, dinners and funeral receptions.

I was nominated to be a deacon by my peers.

Timeline

Sr Quality Support Analyst

Ceridian Employer Services
10.2014 - 02.2024

Trainer

Ceridian Employer Services
10.2014 - 10.2016

Internal Analyst Training

Ceridian
12.1999 - 02.2023

Customer Service Analyst

Ceridian Employer Services
12.1999 - 08.2014

Some College (No Degree) - Marketing

Kennesaw State University

Work Availability

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