1. CHERI SAVILLE
5154 Wilcox Road, Whitesboro, NY 13492 | cherisav04@gmail.com | 315-725-5794
OBJECTIVE To obtain a position utilizing expert business and management experience
with opportunity for advancement. With over twenty years of office
management and project coordination experience I bring skills in
organizing, time management, operations, and training; as well as team
development. I am a proven leader and problem solver.
SKILLS & ABILITIES • Excellent Customer Service
• Strong supervisory experience
• Intermediate knowledge of Word and Excel
• Work in a fast paced production environment with the
ability to prioritize work
• Administer company policies and procedures
• Coach and counsel personnel and provide guidance to
team on customer service and performance issues
• Familiarity with customer needs assessment and
evaluation of customer satisfaction
• Lead and motivate employees in working as a team
• Superior oral and written communications skills
• Strong organizational and time management skills
• Ability to grasp and articulate complex, sensitive and
technical situations
Performance Dynamics Senior Loan Processor 06/27/2015-
Present Contract Employment For Xerox
• Performs heavy data entry of material from source documents
or different systems to a computer database or internal
calculator tool
2. • Performs financial reapplications that include adjustments to
borrower principle, borrower interest, government interest and
special allowance adjustments
• Researches, analyzes, identifies discrepancies, and performs
high-level interest rate adjustments
• Working with Microsoft Office, Excel, Word and internal
systems
United Information Technology (UIT) Consultant 05/01/2014-
03/14/2015 Contract Employment For Fairpoint Communications
• Facilitated (2) 12-week training classes for Fairpoint, for
a team of 25 for Wholesale LSR order processing.
Training consisted multi-tasking by utilizing training
material, online tools, and PSR ordering systems VFO
and M6 and Siebel
• Hands on knowledge of order entry/work flow processes
for PSR/LSR/M6 telecom products
• Training consisted of verifying Product Codes received
through VFO were the correct Specification to enter into
M6 for flow of internal services
• Once Rep made it to production floor, Supervised Daily
activities of all incoming and outgoing orders. Monitored
Phone calls, Prioritized work and assigned more
knowledgeable Reps to specialized projects.
• Provided team weekly reviews on process changes and
material updates
• Created course documentation and hands-on lab
activities used in classroom
• Updated online documented internal processes and
procedures
• Reiterate the importance of customer service, phone
skills and email communication
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3. • Provided Assessments to Operation Managers and
recommend corrective action
• Assisted Service managers via email, phone and
spreadsheets
ASSISTANT TEAM LEAD/TRAINER APAC CUSTOMER SERVICES
2010 – 2014 FOR FAIRPOINT COMMUNICATION
• Ensured reliable quality service to all Wholesale Customers as their
1st
point of contact.
• LSR order entry/work flow
• Understanding of all processes and metrics
• Served as escalation point for Team Leads and SME's on
procedural and technical issues.
• Resolved Customer escalation
• Provided feedback to team performance against established
business objectives
• Delegated work throughout a busy wholesale environment.
• Led major Port and Directory Listing projects to ensure due dates
were met.
• Provided coaching’s and ongoing training to improve work process
and quality.
• Ensured quality, productivity, and key performance indicators were
met on a daily basis.
• Conducted ongoing UAT testing on software upgrades to ensure
that desired results were achieved by IT.
• Created and delivered 5 week training classes for FairPoint
Communications on ordering and processing of LSR’s as well as
providing ongoing training to strengthen current service reps
abilities
• Provided team weekly reviews on process changes and material
updates
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4. • Created and assisted in writing revisions for Job aides and
materials.
OWNER/OPERATOR GRANDE’S OF CLINTON
2006 - 2010
• Performed Profit and Loss management by setting up a structured
business model.
• Directed staff on a daily basis to improve customer service and
satisfaction.
• Conducted performance appraisals and coaching as required.
• Trained employees on proper food handling techniques.
• Ensured both government and company health and safety policies
were met.
• All Banking transaction. Daily totals and credit card transaction.
EDUCATION MOHAWK VALLEY COMMUNITY COLLEGE, UTICA, NY
CRIMINAL JUSTICE
CERTIFICATIONS Coaching for Results - APAC coaching philosophy
References
Beverly Boyd
Sr. Learning & Development Specialist- FairPoint Communications
207- 535-4254
Richard Murtha
VP Fairpoint Communications
207-232-7882
Deborah Pearson
Team Leader- Wholesale LSR- FairPoint Communications
207-797-1798
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