Customer Service Management

CHERIE DENISE LEE

******.*.***@*****.*** 202-***-****

***** ******** ***** ****, *******, TX 77070

Highly skilled Manager with track record of designing and executing technology solutions focused on customer needs and

operational improvements. Adept at leveraging technology to improve processes and reduce overhead costs. Business acumen

complemented by MBA in Technology Management and Juris Doctor. Areas of expertise in:

Procurement/Purchasing –Project Management – Cost Reduction –Information Technology

Vendor Relations – Regulatory Compliance – Human Resources – Information Management – Performance Evaluation

Needs Assessment – Research & Analysis –Policy & Procedure Development – Process Improvement

P ROFESSIONAL EXPERIENCE

Canon Business Process Services – Houston, TX 2012 to Present

SUBJECT MATTER EXPERT - OPERATIONS

Project Management Consultant responsible for planning and implementing best business processes to streamline the client’s

records management program. Serves as the Subject Matter Expert for Operations and directs, designs, recommends, and

implements manual or automated records filing and retrieval systems for ExxonMobil Information Management Services

(IMS).

Ensures compliance with client’s company retention schedules and corporate records management guidelines.

Recommends information technology systems to automate and streamline business processes.

Writes procedures and provides Records Management training to client employees.

Provides advice on retention and management of information stored on all types of media (electronic, microfiche, magnetic

media and paper).

Provides client status of current projects through periodic reporting and weekly status meetings.

Assist with workflow analysis and planning.

Ensures all project tasks are delivered on schedule and in strict compliance with the client’s information management

guidelines.

Interviews, hires and onboards new employees based upon ongoing client’s needs and task requirements.

Joint IED Defeat Organization – Arlington, VA 2009 to 2012

IT PROJECT MANAGER (2009 to 2012)

Oversaw assigned projects in the Joint Improvised Explosive Device Defeat Organization’s (JIEDDO’s) Project Management

Office (PMO). Administered annual $48M IT budget and maintain yearly funding requirements and expenditures. Procured

enterprise IT products and services through governmental contracting vehicles. Provided support for all phases of the

acquisition life cycle including: initial requirements identification, strategic source planning, solicitation, response evaluation,

award, vendor management and contract close-out.

Reduced the agency’s IT acquisitions life cycle by five (5) business days after negotiating and executing a Blanket

Purchase Agreement (BPA) for IT equipment.

Reduced agency’s server hosting costs by $148,000 annually. Project managed the relocation of servers and associated

peripherals to new hosting facility with existing capacity and no additional costs to the agency.

Consolidated agency’s Oracle licenses into one Master Service Agreement to reduce costs by approximately $300,000/year

and gain contract management efficiency.

Negotiated and reduced the agency’s document management software maintenance renewal costs by $185,000. Conducted

market research and leveraged the availability of similar vendors during negotiations.

Provided input to Statements of Works (SOWs) for agency’s service agreements. Served as the Chairperson or a member

of the Technical Evaluation Panel to evaluate the technical merits of SOW responses and recommend award.

Project managed fourteen (14) system release deployments for the agency’s enterprise management system. Oversaw the

work and production of twenty-three (23) contracted personnel for system development.

Reported and documented all contracting activity into the agency’s Oracle-based Enterprise Resource Planning system and

SharePoint portals.

CHERIE DENISE LEE ******.*.***@*****.*** 202-***-**** Page 2

PROGRAM ANALYST – RECORDS MANAGEMENT (2009 to 2009)

Administered, coordinated and implemented the JIEDDO Records Management Program. Monitored and evaluated contractor

work relative to the development and execution phases of the Records Management Program project plan. Assured contractor

work was in conformance with rules, regulations, and policies of WHS/OSD and National Archive Records Administration

(NARA). Conducted periodic surveys to gather and analyze data for determination of the Records Management Program’s

effectiveness.

Successfully implemented JIEDDO Records Management program at two decentralized locations.

Authored policy and procedures for the Records Management (RM) program to improve user efficiency and effectiveness

of records being captured.

Assisted with developing and implementing the agency’s Knowledge Management (KM) policy and program.

Developed use cases after interviewing and visiting other government agencies, as well as researching the Internet to gather

and analyze information related to database usage for Records Management.

Advised Records Manager and Branch Chief about the implications of using information technology and databases as a

method to archive records, retire records or transfer records to NARA.

Defense Technical Information Center – Fort Belvoir, VA 2004 to 2009

TECHNICAL INFORMATION SPECIALIST

Provided management and analytical support to Division Chief for special projects related to an Electronic Document

Management System (EDMS). Performed vendor management of IT services provided by contracted personnel. Trained

managers and users on EDMS updates. Assisted in the preparation of the statement of work (SOW) for the replacement EDMS.

Performed acceptance testing of contractor-supplied modifications to existing information systems. Recommended to

management whether modification should be accepted or denied.

Prioritized contracted personnel’s work for issuance of system change requests.

Cataloged and indexed complex foreign and domestic scientific and technical reports according to established metadata

standards.

Ensured classification, distribution statements, copyrights, patent rights and export controls were applied to limited reports.

Conducted research for various interdisciplinary areas using the Internet and resource publications for creation of abstracts

and bibliographies.

Verbalized mathematical, chemical, physics, electronics, and engineering symbols, equations, and formulas into machine-

readable text.

Completed special projects for abstracting and cataloging of multimedia sources.

AT&T – Houston, TX 1999 to 2004

PROGRAM MANAGER (2001 to 2004)

Promoted to oversee project management and product deployments for customer support help desks. Created Work Breakdown

Structure (WBS) and monitored milestones to ensure timely project completion. Created, modified, and administered policies,

methods and procedures, troubleshooting guidelines, and training material for customer service representatives. Conducted

quarterly operational reviews to ensure company policy compliance and protection of proprietary information.

Reduced the program’s telecommunications costs by researching and negotiating ISDN and T-1 communication

agreements for decentralized and remote call centers.

Deployed new intelligent call management (ICM) system and network structure to increase consistency of customer service

and response in remote call centers.

Improved customer service resolution rates with creation of job standardization workflow processes for customer support

representatives.

Prepared reports for SBC executive management for explanation of registration rates, customer trouble report root causes

and quality of service.

CHERIE DENISE LEE ******.*.***@*****.*** 202-***-**** Page 3

LOCAL FIELD OPERATIONS MANAGER (2000 to 2001)

Supervised daily operations of telecommunications installation and maintenance field services group that consisted of 13

system technicians. Managed group responsible for initial installation and maintenance of ISDN and DSL services for

residential and commercial customers. Assumed human resource responsibilities for system technicians with regards to payroll

administration, time reporting, mentoring, training and development, and performance evaluations.

Reduced overage charges for field service technicians’ two-way pagers and cellular phones. Negotiated new unlimited

contract terms for communication devices.

Instituted process improvements to system technicians’ daily transit routes that resulted in the reduction of unit costs by

minimizing overtime hours.

Served as point of escalation and managerial representative for customer service complaints. Addressed customer

complaints in a timely and efficient manner.

NETWORK CENTER TECHNICIAN (1999 to 2000)

Provided customer service and help desk support to broadband (DSL and ISDN) and POTS telecommunications from 13 states.

Assisted customers with troubleshooting computer software and peripherals. Applied basic engineering, technical and

administrative practices, policies, and procedures for completion of telecommunications maintenance reports and installation

orders. Performed real-time remote and acceptance testing to determine outages and circuit failures in efforts to restore the

customer’s service. Dispatched field technicians to resolve external network issues.

EDUCATION

Juris Doctor

The Catholic University of America’s Columbus School of Law – Washington, DC

Master of Business Administration in Technology Management

University of Phoenix – Phoenix, AZ

Bachelor of Science in Electronic Engineering Technology

Texas Southern University – Houston, TX

PROFESSIONAL MEMBERSHIPS

Member, Institute for Supply Management (ISM)

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