Cindie W. Small 11725 E. 216th Street, Noblesville, Indiana 46060 (317)670-5579 Email: cs138aac8@westpost.

net Over twenty years of successful customer service experience and trained in natio nal security issues, medical billing, claims processing and invoicing. A Self-Mo tivated Team Player who displays a positive, professional attitude whether inter acting with customers, training staff, teaching children, motivating team member s or supporting the Department of Homeland Security's TWIC program. An excellen t problem-solver always with a focus on corporate goals for business growth, pro fit, accuracy of information being shared, and customer service. Recently was aw arded a Master's Degree in Business Administration of Healthcare Organizations w ith a 4.0 GPA. Honored with receiving TSA's governmental public trust security clearance. Experience TWIC Customer Service Representative - Tier 11 2009-Current Lockheed Martin, Information Systems & Global Services Indianapolis, Indiana Responsible for providing support to transportation workers, the Transportation Security Administration (TSA) of the Department of Homeland Security (DHS), Trus ted Agents (TAs), and the United States Coast Guard (USCG) for the Transportatio n Worker Identification Program (TWIC). This position entails answering general questions pertaining to the TWIC program, ordering replacement cards, updating o ccupations in the system, scheduling appointments, reporting any security issues or threats, and much more. Detailed and accurate documentation in multiple gove rnmental secured programs and a governmental public trust security clearance are required to hold this position. Play Group Leader/ Educator The Rosebud House Noblesville, Indiana 2007-2009

Responsible for the care and education of children ages infant-10 years of age d uring playgroups. As the developer of the playgroups, responsibilities included : ensuring safety of the children; providing excellent education opportunities i n order to prepare the children for Kindergarten on up by following the Montesso ri Method learned. Other duties include: providing support/advice to parents; c ontinually evaluating educational toys and products used to teach; developing an d administering marketing materials; and always ensuring the safety of the child ren being watched to make sure that The Rosebud House is truly a "special place" for the little buds (children) to grow, bloom and have fun. Assistant Manager McDonald's Corporation 2005-2007 Indianapolis, Indiana

Responsible for the management of one of the region's largest and biggest revenu e generating McDonald's restaurants. Required to plan, organize, direct, contro l and evaluate daily operations. Other duties included: implementing operationa l procedures; balancing cash; completing balance sheets; completing reconciliati on and related forms; controlling inventory (order management); responding to cu stomer complaints; ensuring that health and safety regulations were followed; ne gotiating arrangements with suppliers for food and other products; developing an d implementing budgets; participating in marketing plans and making sure they we re implemented correctly; setting staff work schedules; monitoring staff perform

ance; recruiting and hiring staff; training staff and making sure the restaurant provided the customer service that the customers expected. Regional Customer Service Representative CTB McGraw-Hill 2005 Indianapolis, Indiana

Responsible for providing support to both the Customer Service Department and th e Order Management Department. This position provided inbound and outbound cust omer service support for McGraw-Hill educational product lines (Pre-K-Adult Educ ation) to the Education Community throughout the country (Preschools, Elementary schools, Middle schools, High schools, Colleges, Vocational training centers, e tc.). Other duties included: Researching and addressing services issues such as pricing questions; advising availability of products; invoicing; shipping; billi ng; crediting; and guiding customers to specific product information for course work. Customer issues were handled via telephone, e-mail, fax, scanning of docu ments or mail. Special projects were also assigned as needed. Vacation Counselor 1989 to 1999

Resort Condominiums International Indianap olis, Indiana Responsible for sales of RCI membership renewals, soliciting deposits, confirmin g vacation exchanges, and enrolling new members and assisting resort personnel i n solving reservation problems. Additional responsibilities included: providing excellent service both as an educator and a problem solver by anticipating memb er's needs. Computer and Professional Skills * Microsoft Office Applications (Microsoft Word, Excel, PowerPoint, Outlook) * Shipping Systems Applications (UPS and Federal Express) * Familiar with faxes, printers, e-mail * Typing Fast and Accurately (can talk and type at same time) * Proof Reading Skills * Programs for scheduling Appointments * Attention to detail and Highly Dependable * Excellent Grammar and Writing Skills * Administrative Skills * Problem Solver * Leadership Qualities and ability to work with little supervision * Ability to Multi-task and work with multiple applications at one time * Trained in MediSoft Software * Government Databases that required special clearance * TWIC Credential Holder Training and Development * Lockheed Martin's Professional and Development Training each quarter -Ethic's training -Information sharing and information protection training -Workplace harassment training -Antitrust and Contract training -Harvard's Customer Service Training offered through LM * Success sales training * Supervisor Callback Program * Monitoring for Success Re-certification * Skill Builder Trainer * Train - the - Trainer * New Hire Coaching * Genesis Coaching

* Temporary Team Leader * Advanced Shift Management Course * Member of the Medical Association of Billers Honors Diamond Award - for having highest customer service monitoring scores Spirit of RCI Award - for having a positive attitude and going beyond the duties required to serve the customers well Circle of Excellence - for having leading the department in sales (top 10%) and service RCI Professional of the Month - for being a positive role model to the departmen t and helping other counselors with their service skills RCI Senior Rep - for having outstanding sales and service Indianapolis Chapter of International Customer Service Association Award-chosen to represent the company due to consistently having highest customer service mon itoring scores Education Masters Degree in Business Administration (Healthcare Organizations) Ashford University, Clinton, Iowa (Online Program) Earned a 4.0 GPA er 2010 Courses included:

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-Principles of Healthcare Organizations -Biostatistics (Used Excel to Solve Statistical Problems and create Statistica l Study Reports, Charts and Graphs) -Financial and Managerial Accounting of Healthcare Organizations -Health Care Policy Formation & Leadership -Health Care Management Information Systems -Health Economics -Health Policy Analysis -Health Care Ethics and Law -Continuous Quality Improvements and Risk Management -Strategic Planning and Marketing in Health Care -Managed Care and Contractual Services -Health Care Capstone Certificate of Completion of Medical Billing Allied Business Schools, Inc. Certificate of Completion of Medical Billing Technology Allied Business Schools, Inc. International Montessori Teaching Diploma North American Montessori Center Microsoft Excel Training New Horizons Training Center 2006 1985 - 1990 Indiana 2008 2009 2009

Bachelor of Arts in Economics Indiana University - Purdue University at Indianapolis,