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Customer Service Management

Atlanta, Georgia, United States
January 09, 2019

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Cherilyn Chatman, MBA

Atlanta, GA



Project Management Essentials, Fundamentals of Human Resources Management, Strategic Management


IBM iSeries Certified Specialist, ITIL Foundation


Women in Technology Leadership Foundation Program - Member


IT professional with extensive experience in Operations Management with strong background in strategic direction, improving efficiency, productivity, and vendor relationships. Effective in identifying and defining business problems, developing solutions through creative reengineering, and maximizing profitability. Proven skills in organizational and team leadership, vendor and customer management, and process improvement.


Masters of Business Administration (MBA)

University of Phoenix, Atlanta, GA

Bachelor of Business Administration (BBA), Computer Information Systems, Major

Georgia Southern University, Statesboro, GA

Professional Experience

Service Transition Outsource Coordinator

The Coca-Cola Company, Atlanta, GA 2015 - 2016

Effectively migrated the functions/processes from the Operations Department to the outsourcing organization in a 3 month strict timeframe. The department included 20 services and over 200 processes. Entrusted to plan for the anticipated changes, roll them out and monitor them while mitigating risk.

Global Operations Supervisor

Coca-Cola Refreshments / Coca-Cola Company, Atlanta, GA 2012 – 2015

Provided operational support, managing team of 12 employees in 85,000 square foot data center, which retains most of The Coca-Cola Company, Coca-Cola Refreshments, COKE-One North America, and Coca-Cola North America Group IT infrastructure.

•Created operational procedures and processes documentation for various products and services. Implemented operational excellence approach to IT development and support based on ITIL best practices, which resulted in quality support and integration increasing from 90% to 99.8+%.

•Built customer and vendor relationships by forecasting short and long-term operational requirements, ensuring effective execution of ongoing support.

•Acted as liaison with internal/external customers to administer new services handled by Global Operations at 100% success rate.

•Reduced offsite storage vendor (Recall) budget by 30% by reviewing contracts, closing accounts with expired data, and performing internal/external audits

•Coordinated with Disaster Recovery Team to establish and define the procedures that will ensure the continued operation and/or orderly recovery of computing services in the event of loss due to a disaster, within reasonable time and cost

•Prepared payroll, successfully transitioning 12 employees from Coca-Cola Refreshments Kronos timekeeping system to Coca-Cola Company eTime system.

•Reduced overtime by 20% by implementing effective work schedule.

•Coached, trained, and mentored employees, establishing career development plans, resulting in 3 employees being promoted to new positions.

Senior Global Operations Analyst II

Coca-Cola Enterprises, Inc. / Coca-Cola Refreshments, Atlanta, GA 2001 – 2012

Provided advanced support and customer service to system users with more complex problems than would typically be handled by Global Console Operators.

•Led globalization of IT Operations for The Coca Cola Company and Coca-Cola Refreshments where hybrid approach to Operational Global Support for North America, Asia, and Europe was implemented.

•Managed relocation of AS400s and mainframe servers from various locations in the US to The Coca-Cola Company Enterprise Technology Center in Atlanta, GA, reducing footprint and budget globally.

•Consolidated Brussels Data Center and trained operators in Europe on global performance monitoring for all platforms within North American/European environment. Resulted in 24x7x365 follow-the-sun support with European colleagues.

•Reduced offsite vendor storage expense by $18,000/monthly with bi-annual audits.

•Migrated 23 AS400s from 3590 tape drives to 3592 tape drives in Automated Tape Library (AML), which led to 97% reduction in nightly backup errors.

•Supported and implemented Enterprise Systems Management (ESM) systems, which included Omnibus, Smarts, Jarvis, Netcool, and CA7/CA11 monitoring, reducing human error by 75% and increasing response rate by 100%.

•Supported and monitored AIX servers with SAP abended batch jobs


Hardware Equipment: Working knowledge of IBM/PC, iSeries (AS400), pSeries (Unix), xSeries (Windows), zSeries (Mainframe), CISCO routers, IBM 3584 Automated Tape Library

Software / Languages: Exposure to SAP, Tivoli Enterprise Console, Reflections, TSM, TSO/ISPF, CA-7, TWS, OMIBUS, JARVIS, Service Now, ROBOT/NETWORK, ROBOT/SAVE, ROBOT/SCHEDULER, BRMS, JSC Scheduler, VMWARE View, iCloud Computing, Microsoft Office (word, excel, powerpoint access, outlook), SharePoint

Operating Systems: AIX, OS/400, OS/390, Z/OS, Windows

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