CHRISTINA SCHEPKER-PIKUL

• Achieved a 96% Quality Average for 2023 within Carrier Operations
• Maintained above required Quantity Standard throughout all of 2023
• Instrumental in designing Error Help Document Procedures
• Volunteered my own 'How To' documents for use by the Quality/Training department as an additional Learning Tool
• Demonstrated effective email communication with COBRA Insurance Carriers
• Shadowed in the Quality Department at WEX Benefits
• Develop and maintain positive relationships with COBRA Insurance Carriers to ensure smooth and efficient operations
• Identify and implement process improvements to increase efficiency and accuracy in Carrier Operations
• Provide training and assistance to new employees and peers in the Carrier Operations department to ensure a smooth onboarding process and promote knowledge sharing and collaboration.

• Accounts receivable from creating invoices to entering payments
• Daily Errands
• Receiving orders for product
• Entering orders for product
• Creating Bill of Lading
• Scheduling LTL pick ups
• Communicating with customers via email & telephone
• Monitoring cash drawer.

Office Manager

o Answer telephone calls regarding abilities testing capabilities, turnaround time and any new customer inquiries

o Enter samples accurately per provided paperwork, contact customers with any questions

o Answer emails from customers as well as co workers

o Update SOP’s as needed

o Maintain a potential customer list of over 10,000 names

o Update management regarding needed supply orders

o Greet all customers and delivery people

o Answer any questions or requests from chemists

o Be ready to switch tasks upon request, and multi task

Accounts Receivable

• Reviewed 3 months of checks, statements, and other notes, matching them to their correct digital matches, and in turn reconciling the accounts
• Created new invoices using QuickBooks (self taught)
• Received and applied customer payments
• Conducted collections calls to improve company profit

Sample Prep

• Prepared received samples for testing by Chemists
• Ensured organization of stored samples

• I am the first line of defense against any discrepancy in warehouse inventory
• My job duties include using Microsoft Excel to run threes daily reports, viewing physical inventory for accuracy on a daily basis, assisting the inventory manager with various tasks, and assisting the office team with tasks as needed.

• Service all customer needs, work independently or in a team setting, writing and servicing installment loans, collections, daily paperwork, courtesy calls, daily operation of the business.

• In charge of scheduling
• Writing and maintaining loans for current customers, and acquiring new customers
• Advertising appropriately for store
• Collections calls from 1 day past due to default
• Courtesy reminder calls
• Daily paperwork, and books to keep track of store performance.

• At Check N' Go, I wear many hats
• I take payments, cash checks, load prepaid cards, do Western Union and Money Orders, enter credit applications, write new loans, and refinance loans
• I love my job, and the variety of work it offers me
• I'm never bored
• The above listed things are just a few of my responsibilities
• I also managed the store on my own for a month and a half while my manager was on leave of absence
• The skills I am gaining at Check N' Go are invaluable resources which will come in handy no matter which career I choose in the future

• Assists card members with questions regarding unrecognized transactions on their credit card
• Assists card members with customer service concerns
• Creates the appropriate type of Billing Dispute case by asking questions of the card member and entering the appropriate data
• Uses 2 separate telephone systems, 1 background system, 1 system for existing disputes, 1 system for new disputes and customer service issues, 1 system for call tracking, 1 system for employee tracking, and internet
• Answers questions regarding the status of existing disputes
• Makes 3 way outbound calls to merchants acting as an advocate for the card member while trying to resolve issues with the merchant instead of starting a dispute
• Volunteers for heading up team activities.

• Consistently meets quality expectations often exceeding department averages
• Meets and often exceeds call metrics while using 8 separate operating systems
• Performs higher than average contacts per production hour while working on a flex server
• Maintains team statistic board
• Active member of the Change Champion Team assisting with rolling out new departmental training, creating job aids, updating procedures and ensuring 100% of staff are trained
• Performs multiple manual processes and projects
• Assists clients who's loans are 1 day past due to default
• Investigates each account individually, suggests the appropriate payment method, and processes deferments or forbearances based on the situation
• Line balanced to the Quality department for 90 days working independently
• Worked directly with offshore vendor for Pre-Repay process
• Performed random audits on multiple department processes.

• Provided on the job training for over 80 employees
• Made calls to customers of the company's clients to ensure satisfaction with services received
• Monitored new and seasoned representatives outbound calls, provided feedback on monitors and provided mentor support.

• Assisted with customer inquiries for various disputes
• Conducted thorough investigations of card member inquiries in regard to lost/stolen/fraud cases
• Worked e-OSCAR queue to ensure 100% accuracy to client credit reports to include manual updates as needed
• Clearly communicated answers to all customer inquiries regarding Capital's seven clients
• Addressed representative's questions regarding the accounts that they were working while utilizing the help site to find answers
• Accepted escalated calls from all representatives
• Utilized communication skills to address the issue that caused calls to be escalated
• Resolved issues with the means provided through knowledge of policy and procedure
• Demonstrated professional phone etiquette, mastery of procedure, and call flow to new hires by side by side training and call monitoring.

• Communicated face to face with customers on a daily basis providing what was necessary to meet their specific financial needs
• Accurately processed all banking functions including deposits, withdrawals, transfers, creating and cashing savings bonds, creating and cashing money orders and cashier's checks
• Reviewed all customer profiles to determine customer requirements and expectations in order to recommend specific products and solutions
• Set customers up with a personal banker either by appointment or introduction
• Reviewed cashbox on a regular basis to ensure the balance was accurate
• Reviewed and approved large transactions to aide in preventing fraud
• Aided management with audit preparation.

• Clearly communicated answers to all customer inquiries regarding Capital's seven clients
• Addressed representative's questions regarding the accounts that they were working while utilizing the help site to find answers
• Accepted escalated calls from all representatives
• Utilized communication skills to address the issue that caused calls to be escalated
• Resolved issues with the means provided through knowledge of policy and procedure
• Demonstrated professional phone etiquette, mastery of procedure, and call flow to new hires by side by side training and call monitoring
• I also returned to Capital from 02/2008 - 01/2009