Cheryl Hepditch
267 Rahns Road, Pembroke,ON
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
23
23
years of professional experience
Work History
Customer Service Executive
Rankin Construction Inc.
05.2019 - 05.2022
- Maintained good call control to quickly uncover questions and keep call times low.
- Followed up on outstanding issues to complete resolutions and maintain customer satisfaction.
- Helped customers through stressful times by giving expert help and building customized solutions for unique requirements.
- Fielded inquiries via email, chat and text to offer immediate assistance with customers' needs.
- Assisted inbound callers with payment information and support by skillfully operating multiple administrative systems.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Office Manager
Matrix NAC/The State Group Inc.
02.2015 - 05.2019
- Maintained computer and physical filing systems.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping.
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
- Managed office operations while scheduling appointments for department managers.
- Coached new hires on company processes while managing employees to achieve maximum production.
- Compared vendor prices and negotiated for optimal savings.
- Developed standard operating procedures for all administrative employees.
- Sourced vendors for special project needs and negotiated contracts.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
Accounting Clerk
Bag To Earth Inc.
02.2013 - 02.2015
- Applied proper codes to invoices, files and receipts to keep records organized and easily searchable.
- Input high volume of monthly invoices with consistent accuracy.
- Managed accounts payable and receivables and payroll.
- Monitored status of accounts receivable and payable to facilitate prompt processing.
- Balanced reports to submit for approval and verification.
- Communicated with suppliers to reconcile invoice payments.
- Reconciled company accounts for credit cards, employee expenses and commissions.
- Investigated daily variances and corrected errors to resolve discrepancies.
- Managed accounting records and performed dues-ins and dues-outs tasks.
- Investigated and resolved internal accounting variances to keep records current.
Office Administrator
Defence Construction Canada
09.2011 - 02.2013
- Interacted with customers by phone, email or in-person to provide information.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Applied advanced administrative and analytical skills in overseeing day-to-day operational activities.
- Coordinated communications, financial processing, registration, recordkeeping and other administrative functions.
- Tracked office supplies and restocked low items to keep team members on-task and productive.
- Kept detailed records of supplies and office equipment use to budget and make orders for new supplies.
- Delivered clerical support by handling range of routine and special requirements.
- Evaluated office documentation to check accuracy and complete missing pieces, avoiding delays and maximizing team productivity.
- Kept accounts and records current by actively pursuing error resolutions and independently correcting problems.
- Trained new employees on administrative procedures, company policies and performance standards.
Relocation Advisor
Brookfield Global Relocation Services
09.2006 - 09.2011
- Pre-screened resumes prior to sending to corporate hiring managers for consideration.
- Completed human resource operational requirements by scheduling and assigning employees.
- Improved organizational filing systems for confidential employee records, resulting in improved accessibility and efficiency.
- Improved office efficiency by effectively managing internal communications and correspondence.
- Collected and analyzed information to monitor compliance outcomes and identify and address trends of non-compliant behavior.
- Coordinated implementation of people-related services, policies and programs through departmental staff.
- Assisted senior management with making key decisions by developing and submitting performance and compensation reports with status updates and improvement recommendations.
- Planned, monitored and appraised employee work results by training managers to coach and discipline employees.
- Administered benefits programs, analyzed compensation and other competitive data and prepared budgets.
Paralegal (Owner)
Paralegal Services Of Renfrew County
08.1999 - 09.2006
- Conducted detailed client intakes and entered information into company database.
- Conferred with clients and other involved parties to gather and track case information.
- Assisted counsel in preparing answers, providing documentation and information for discovery request.
- Prepared legal briefs, motions and pleadings.
- Researched state statutes, decisions, legal articles, codes and documents.
- Coordinated trial exhibits by organizing materials, writing documentation and preparing digital materials and displays.
- Communicated with outside vendors on behalf of attorneys and legal departments.
- Collected, drafted and maintained resources to provide comprehensive materials accessible to all firm lawyers.
- Maintained ongoing communication with opposing parties from discovery to trial phase to facilitate expeditious litigation.
- Contacted key witnesses to testify at court hearings.
Education
Certificate - Bookkeeping, QuickBooks, Sage 50, Accpac
Academy of Learning
Ottawa, ON02.2023
Diploma - Law Clerk
Clarke College
Belleville, ONDiploma - Business Administration/HR Management
Ontario Business College
Belleville, ONSkills
- Microsoft Word
- Coaching and Mentoring
- Report Creation
- Price Verifications
- Online Chat0
- Active Listening
- Providing Feedback
Timeline
Customer Service Executive
Rankin Construction Inc.
05.2019 - 05.2022
Office Manager
Matrix NAC/The State Group Inc.
02.2015 - 05.2019
Accounting Clerk
Bag To Earth Inc.
02.2013 - 02.2015
Office Administrator
Defence Construction Canada
09.2011 - 02.2013
Relocation Advisor
Brookfield Global Relocation Services
09.2006 - 09.2011
Paralegal (Owner)
Paralegal Services Of Renfrew County
08.1999 - 09.2006
Certificate - Bookkeeping, QuickBooks, Sage 50, Accpac
Academy of Learning
Diploma - Law Clerk
Clarke College
Diploma - Business Administration/HR Management
Ontario Business College
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