Sheryl Heaviland
Valparaiso,IN
Summary
Experienced with customer interactions, effective communication, and problem-solving. Utilizes active listening and empathy to address customer concerns. Track record of maintaining calm and professional demeanor in high-pressure situations. Results-driven call center professional with solid experience in customer service and communication. Adept at resolving issues efficiently and maintaining high customer satisfaction. Strong focus on team collaboration, adaptability, and achieving targets. Skilled in active listening, problem-solving, and multitasking. Reliable and flexible in meeting changing needs.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Director of Concessions
Valparaiso High School
06.2022 - Current
- Manage all aspects of concessions operations, including customer service, employee management, and financial transactions
- Utilize QuickBooks and Excel to maintain accurate accounts of expenses and income
- Prepare monthly sales reports and coordinate audits with Athletic Director
- Maintain inventory of supplies, order from approved vendors, and ensure proper change for all events
- Schedule and coordinate concession workers for various sports events
Substitute Teacher
Valparaiso Community Schools
08.2020 - Current
- Provide instruction and classroom management in various subjects
- Adapt quickly to different software and technology platforms
- Maintain organization and attention to detail in all tasks
- Developed and executed lesson plans to cover required curriculum effectively.
Instructional Paraprofessional
Valparaiso Community Schools
09.2016 - Current
- Assist students with learning material under teacher supervision
- Provide support for individual or small group learning activities
- Monitor student progress and assist with classroom activities
- Collaborated with teachers to create engaging lesson plans, resulting in improved student understanding of complex topics.
- Supported students during small group instruction, reinforcing concepts taught by the lead teacher.
Call Center Representative
Rosati's Pizza
06.2022 - 10.2024
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
Dialysis Unit Secretary
Fresenius Medical Care
09.1998 - 02.2002
- Managed front office operations and patient interactions
- Handled payroll, accounts receivable/payable, and inventory management
- Responded to doctor calls, filed records, and ensured compliance with regulations
Education
Bachelor's degree - Business Administration
Western Governors University
07-2025
Associate's degree - Business
Purdue Calumet
Hammond, INSkills
- Proficient in Microsoft Office, Skyward, Canvas
- Strong customer service and organizational skills
- Ability to work independently and adapt to new environments
- Operational efficiency
Certification
Substitute Teacher
Timeline
Call Center Representative
Rosati's Pizza
06.2022 - 10.2024
Director of Concessions
Valparaiso High School
06.2022 - Current
Substitute Teacher
Valparaiso Community Schools
08.2020 - Current
Instructional Paraprofessional
Valparaiso Community Schools
09.2016 - Current
Dialysis Unit Secretary
Fresenius Medical Care
09.1998 - 02.2002
Bachelor's degree - Business Administration
Western Governors University
Associate's degree - Business
Purdue Calumet
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