CHERYL CIMILUCA - POSEY

** ******** *****, **********, ** 07921

908-***-**** acgdtz@r.postjobfree.com

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SUMMARY

Successful career managing geographically disbursed team as a senior level

client advocate responsible for overall superior service delivery, client

relationship strategy, performance management, operational planning and

talent recruitment and development.

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LEADERSHIP SKILLS INDUSTRY EXPERTISE FUNCTIONAL

EXPERIENCE

Budget management

Technology Account Management / Client Service

Strategy and business development Telecom

Sales Leadership & Marketing

Team building, mentoring and coaching Insurance

Operational Leadership

Crisis & change management Energy Technology

Multi-national clients Risk Management Human

Resources

Public and private company experience Compliance

Project Management

Pharmaceutical

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EXPERIENCE - Client Services

SterlingBackCheck, NYC, NY

05/28/2011- Present

Senior Director, Client Services / Account Management

. Mange a team of 16 multi-site employees; book of business of $90 M

including F100-F500 companies.

. Achieved above goal revenue growth of 120% in 2012 and 2013 by

driving and instituting strategic upsell campaigns.

. Client retention above goal, 98% in 2012 and 2013 despite complex

platform migration.

. Lead RFPs and successfully retained 100% of key clients entering

into bid process in last three years.

. Collaborate with product team on the strategic development of "go

to market" services to impact market penetration.

. Integrate new lines of business into support model resulting from

M&A activity and global support.

. Cultivate operations function; hands-on people management,

proactive skills development and metrics monitoring.

. Establish key client relationships and ensure the quality of

services and solutions and satisfactory issue resolution.

. Implement programs to achieve corporate objectives with internal

and external stakeholders including establishing bench marks and

targets key to retention and growth both outside of, and within the

company.

. Standardize metrics by which performance is measured; track up-sell

potential and opportunity closure.

. Understand, effectively communicate, and teach company's value

proposition, technology, and partnerships as they relate to

creating strategic account plans needed to achieve revenue growth.

. Provide ongoing communication using best-of-breed company

communication channels which meet client needs.

. Ability to interpret and devise solutions to meet client needs in a

collaborative format leveraging best practices.

. Constant process revisions to drive increase in efficiency and

simplification of complex processes.

Director, Account Management

. Facilitated corporate initiatives to align national team into

industry verticals.

. Helped meet revenue goals by being involved in the work across the

client base.

. Innovated and supported evolution of service offerings ahead of the

marketplace.

. Developed and groomed leaders in client services and scale the

business through excellent performance management.

. Created requirements and training of strategic level staff to

facilitate successful Business Reviews.

. Monitored individual process, present metrics to Executive

Committee monthly.

. Business owner of critical business projects including Client

Facing IT Output and Platform Consolidation.

InterCall, NYC, NY

9/02 -05/11

National Client Services Manager for Account Management,

. Transformed Client Services tasks to sales goals to execute

strategic plans to up-sell, cross-sell, and retain customers to

support leadership in all aspects of business including defining

goals, prioritizing and achieving strategic objectives for F100 &

F500 customers.

. Established internal and external working relationships and held-to-

task Project Sponsors, Stakeholders, Vendors, Consultants,

Technology Subject Matter Experts and Testing Resources.

. Encouraged team to leverage existing relationships to renew

contracts for existing clients as well as relieve customer pain

points while up-selling proprietary products and services and to

increase profit margins.

ConferenceCall, Mountainside, NJ

11/00 - 09/02

National Account Manager - "All Star Team 2000 & 2001"

. Negotiated Deals & Sold customized client intranet sites to support

advanced technological services and effective communication.

. Won contracts through RFP process.

PECO/Adelphia, PA & Parsippany, NJ

09/98 - 11/00

National Account Manager - "President's Club 1999"

. Negotiated contracts sold and implemented a full array of FIBER OPTIC

On-Net Data and Switched Voice solutions.

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EXPERIENCE - HR & OPERATIONS

Chubb & Son Inc.

National Human Resources, Warren, NJ

. Recruited, interviewed, trained, and groomed talent.

. Devised creative solutions and tactfully advise employees in

difficult situations.

. Managed vendor relations and developed matrix to document and track

results.

Systems Analysts - Personal Lines Systems Services, Warren, NJ

. Managed Operations team in cash processing, premium application and

collections process

. Designed and facilitated test matrices for workflow systems for all

of Chubb's Centralized Billing Systems.

. Implemented advanced training courses to provide consistency in

customer service delivery.

Led a team of testers to audit and devise solutions prior to

production release to ensure accuracy.

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PROFESSIONAL CERTIFICATIONS

Lead with Style - Understand personality and adjust technique for

successful staff management, 2014

Sandler Sales Training for Account Management, 2013

CRM Management Systems - SFDC, 2013

Management Foundations, 2011

Leadership Traits, Managing Remote Resources, Motivating Others,

Situational Leadership/Impact of Style

Microsoft LiveMeeting, Cisco/WebEx, 2011

Certified Trainer: "Negotiating to Yes" & "Effective Telephone

Communications Skills", 2009

PMBOK @InterCall - seminar for project managers focusing on Inputs, Tools

& Output, 2008

Lucent Telecom Certification, 2001

LEADERSHIP RECOGNITIONS

National Association of Women in Business 2014

Who's Who: Woman in Business Edition 2009

All Star Team 2000, 2001

President's Club 1999, 2000

EDUCATION & COMMUNITY SERVICE

Rutgers, The State University, New Brunswick, NJ

Raritan Valley Community College, Raritan NJ - PHI THETA KAPPA

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