Becky Schroeder

Customer Service & Technical Support: Over 20 years of customer-facing experience combined with remote Tier 1 Tech Support experience in a 24/7/365 environment, resolving service, billing, internet, VoIP, and mobile device issues via phone and chat. Problem-Solving & De-escalation: Skilled at guiding stressed or non-technical customers through step-by-step troubleshooting, service delays, and urgent requests with patience, empathy, and high first-call resolution (FCR). Remote-Ready & Self-Directed: Proven track record of working independently from home in metric-driven environments using ticketing systems, multi-line phone software, live chat, Microsoft Teams, and Zoom.

Documentation & Systems Proficiency: Experienced in real-time call logging, account verification, password resets, and clear Tier 2 escalations, supported by an Associate degree in Administrative Assistance and proficiency in Windows, Microsoft Office, and Google Workspace.

Custodian - Midwest Janitorial - Cedar Rapids, Ia

(2026-10)

Responsible for maintaining a clean, sanitary, and safe healthcare environment during evening hours at Mercy Care South Family Medicine & Urgent Care.

Key duties include disinfecting exam rooms, urgent care treatment areas, restrooms, and waiting areas using hospital-grade disinfectants to maintain strict infection control standards. Additionally, collect and dispose of general trash and recycling, sweep, vacuum, and wet-mop floors, clean glass and high-touch surfaces, restock hygiene and sanitization supplies, and conduct end-of-shift security checks to ensure all doors are locked and facility alarms are set after hours.

Tier 1 Tech Support - NRTC through Shyftoff - 1099 Independent Contractor Work from Home

(2026-05 - 2026-07)

Provided frontline technical support for NRTC Managed Services’ ISP partners in a 24/7/365 environment, resolving internet, VoIP phone, and digital TV issues for residential and business customers. Troubleshot modems, routers, and set-top boxes via phone and chat, managed account access and password resets, and used ticketing systems to log, track, and document all customer interactions. Escalated complex issues to Tier 2 with detailed notes while maintaining high first-call resolution and customer satisfaction standards.

Account Executive - Infinity Inc - Cedar Rapids, IA

(2024-11 - 2025-12)

I coordinated roadside assistance services by communicating with providers, dispatching help, and ensuring customers received timely support. I handled multi-line phone calls, documented service requests accurately, and contacted tow destinations and repair shops to confirm vehicle acceptance. I worked closely with fleet clients, troubleshot service delays, and maintained a calm, professional approach while guiding customers through stressful situations.

Store Manager - GMET Communications, Cricket Wireless - Cedar Rapids, IA

(2022-07 - 2024-06)

As a Store Manager at Cricket Wireless, my responsibilities was overseeing daily store operations, leading a team, driving sales growth, and ensuring exceptional customer experiences. My key duties involved hiring and training sales associates. I ensured customers received exceptional service, addressed concerns, and exceeded expectations.

I proceeded activations, upgrades, and phone sales, and assisted customers with plan changes and device issues. I also responded to customer inquiries, resolved issues, and provided product recommendations. I managed inventory, opening/closing procedures, and cash handling.

I also ran the stores Facebook page and created post and ads to post on the page for promotions.

Front Line Leader - Arby's - Cedar Rapids, IA

(2018-01 - 2022-06)

Completed morning opening and food prep tasks ahead of peak lunch hours to ensure smooth daily operations, food safety, and station readiness. Delivered fast, accurate customer service on the front line, handled cash and POS transactions, and resolved guest concerns professionally. Assisted with training new hires on front-line procedures and service standards while maintaining a clean, organized restaurant environment.

Cashier - Dollar General - Cedar Rapids, IA

(2016-09 - 2017-09)

I provided fast, friendly customer service while accurately processing purchases, returns, and payments. I maintained a clean and organized checkout area, restocked impulse items, and assisted customers in locating products throughout the store. My role included handling cash, operating the POS system, and following company procedures to ensure accuracy and prevent loss.

I also supported store operations by helping with stocking, organizing shelves, and maintaining store cleanliness during slower periods.

Electronics Sales Associate - Wal-Mart - Cedar Rapids, IA

(2015-09 - 2016-07)

I assisted customers with product questions, recommended suitable electronics based on their needs, and provided knowledgeable support across devices such as phones, TVs, gaming systems, and accessories. I maintained a clean and organized department, ensured shelves were fully stocked, and followed proper procedures for handling high-value merchandise. My responsibilities also included processing sales and returns at the register, activating phone plans, and helping troubleshoot basic device issues.

I worked closely with team members deliver excellent customer service, and maintain a safe, efficient shopping environment.

Direct Support Professional - Limitless Potential - Cedar Rapids, IA

(2012-01 - 2015-04)

I supported clients with their Activities of Daily Living (ADLs), including personal hygiene, meal preparation, cleaning, laundry, and general household tasks to help maintain a safe and comfortable home environment. I documented client progress; recorded services performed and promptly reported any changes in condition to supervisors to ensure proper care coordination. I also assisted clients with goal setting, encouraged independence, and provided consistent, compassionate support to help them build life skills, maintain routines, and improve their overall quality of life.

I would review and audit daily contact notes, med logs of medications passed, and daily goals.

Receptionist/Office Assistant - Cedar Rapids Animal Care and Control - Cedar Rapids, IA

(2011-02 - 2011-05)

Internship for Administrative Assistant Degree. I supported daily front-office operations by assisting in the pet adoption process and verifying that animals were placed with suitable, responsible owners. I managed a multi-line phone system, coordinated incoming calls, and handled customer service requests with professionalism and accuracy.

My responsibilities included preparing and maintaining Lost & Found reports, documenting animal disturbance complaints, and organizing Avid Chip installation records and pet medical files. Through detailed recordkeeping and strong communication skills, I helped ensure smooth office operations and supported both staff and community members.

Front and Back Line/Team Lead - Culver's - Hiawatha, IA; Cedar Rapids, IA

(1999-01 - 2006-10)

I supported daily operations by guiding team members, delivering excellent customer service, and ensuring food quality and safety standards were met. I assisted with front-line service, handled transactions, and resolved guest concerns professionally. I also helped train new hires, teaching procedures, reinforcing company standards, and supporting their development on both the front and back lines.

Throughout each shift, I coordinated with the team to maintain an efficient, organized, and customer-focused work environment.

Staffing Specialist/Customer Service Representative - Labor Ready (Now known as People Ready)

(2005-03 - 2005-08)

I utilized communication skills to match workers with job opportunities, addressed client concerns, and provided solutions to ensure satisfaction. I also ensured that the employees were paid daily for the work that they performed for the day. I effectively managed schedules, resolved issues, and demonstrated excellent problem-solving skills in a fast-paced environment. We also were tasked to reach out the perspective clients to see if they required or needed our services or needed any help.

General Studies - Thomas Jefferson Highschool (2002-05)

Associate - Administrative Assistant - Kirkwood Community College (2011-05)