Project Manager Operations

Cheryl K. Songster Email: ******.********@*****.***

Omaha, Nebraska Phone: 402-***-****

Summary of Qualifications

20+ years’ management experience with focus on business operations, business development, sales & marketing, analytics, finance & accounting, training & employee development, vendor relations

Strong communication abilities with extensive background as a company spokesperson and corporate trainer

Excellent organizational and interpersonal skills; skillful relationship builder; reliable liaison among stakeholders

Proficient in employee development, employee coaching and mentoring, process improvement, research analysis, project management, partner integrations, sales development/account acquisition, customer loyalty and account management;

Proven leaderships skills for local, regional and national sales and service teams, promoting team atmosphere and a successful environment

Catalyst for change, developing and implementing numerous process improvements resulting in both time and cost savings in addition to increased revenue; developed and delivered training plans and documentation

Expert skill level for Microsoft Excel, proficient in analysis and report development

Ability to quickly learn new products and processes and develop training strategies to promote products and services as well as implement new processes for companies

Strong aptitude in developing project plans based on business requirements; able to identify technology and resource needs based on business requirements

15+ years’ experience in testing systems, processes, operational practices based on audit scope

Employment History

PROSOURCE WHOLESALE, OMAHA, NE

February 2019 – Present – Operations Manager

Supervise, hire, train, evaluate and terminate operational positions. Responsible for two expeditors and two warehouse personnel. Indirect supervision of 5 account managers. Personal development plans and reviews of all operational personnel.

Interface with the operational shared services such as Claims Manager, Accounting, Central Processing, Warehouse and Credit Manager.

Address and resolve all member/client issues; be sensitive to escalated situations with the member/client.

Review/reconcile daily reports to create the highest level of service to our customers. Reports include written/delivered sales goals, GP, accounts receivable, open orders over 90, returns and claims resolution, inventory management.

Manage the payment process to ensure deposits are collected, merchant account is balanced, in house accounts are billed and third-party credit accounts are processed timely for payment.

Inventory management. Timely receiving of all BOL and Will Call Materials

BRIGHTSTAR, OMAHA, NE

January 2015 to May 2016 – Field Trainings Specialist

Formal presenter and subject matter expert on wireless industry via road shows, webinars, live events, videos

Promoted, administered and delivered training offerings to national dealer partners

Responsible for training and developing internal and external clients and dealer partners to increase sales and position client products with consumers, develop and deliver programs in a cost-efficient manner

Maintained class records, monitored progress and updated dealer owners, updated CRM daily

Assessed training needs through dealer interviews, onsite observations, surveys and sales data

Utilized a variety of training techniques to engage the trainees such as role playing, team exercises, group discussions, videos, lectures and in-store observations and feedback

Designed and developed training course materials, reference materials, content and presentations using Prezi and PowerPoint

Managed proposals, developed training content, managed timelines and resources

Worked closely with cross-functional teams, developed working relationships with internal and external teams to ensure successful execution of training programs and resolved issues as needed

Developed and implemented reporting for company’s LMS to deepen the training offerings. The new program offering provided a 90% profit margin for the company.

Lead Trainer for online offerings, selling $180,000 in 2015 - an increase of 360% over previous year. Revenue in 1Q16 was $52,000 with an additional agreement for $42,000 for 2Q16

Project Manager 15 city Road Show covering 200+ dealer partners and 1500 employees; obtained financing for the Road Show through vendor sponsorship offering four levels of financial support options. Profited $28,000 versus 2014 when event lost the company $30,000

Identified promotional opportunities for dealers, implemented training and sales programs resulting in sales increases of client products

Department analyst for training data, responsible for training adoption, completions, and trainee-specific data. Responsible for program ROI and program impact analysis for individual clients.

Provided monthly scorecard to clients

PREMIUM RETAIL SERVICES, OMAHA, NE

January 2011 to December 2014 – Regional Field Manager

Managed operations for the North Central Region, covering 13 clients in 9 retail partners across 13 states and 60 employees

Worked closely with interdepartmental teams to roll out training programs and launch sales campaigns

Managed timelines and resources necessary for successful implementation of all programs

Drove sales to increase billable time and assets to clients; increased brand awareness, participated in special events

Audit and reporting of field activities to ensure execution of client goals and to meet Premium Retail’s MBOs - focus areas included scheduling, attendance, accuracy of work, on-time reporting, and payroll compliance

Identified additional training opportunities for field personnel; ensured compliance with company standards and values to promote execution excellence; developed training tools to maintain accuracy and consistency of communications

Recruited, hired, trained, supervised, and mentored field personnel within the Region; quarterly field visits with all field personnel to further develop employees and encourage success

Hosted weekly expectations meetings with each client team; communicated successes/challenges to clients on an as-needed basis

CAMPAIGNERS, EL SEGUNDO, CA

March 2003 to January 2011 – Regional Manager/Senior Delegate Trainer (Consultant)

Managed 28 employees in 13 states for Consumer Electronics client focusing on Home Appliance and Home Theater product lines

Professional speaker for annual nationwide tour for leading appliance manufacturer completing 40+ tradeshow events

Worked with retailer’s management and buying teams to develop product knowledge training script and presentation for national product tour; delivered presentation to large groups made up of corporate and field personnel

Trained owners, dealers and retail associates on product knowledge, brand advocacy and selling skills

Promote products to customers and provide up-sell opportunities for national retailer’s service plans

CRICKET COMMUNICATIONS, OMAHA, NE

August 2001 to August 2004 - Operations Manager

Senior market leadership team member, responsible for Nebraska/Iowa markets

Ensured market compliance with company policies and procedures and corporate code of ethics

Assisted in strategic business planning and execution

Monitored progress and achievement of KPIs and MBOs; monitored and updated General Manager on market changes; provided suggestions for improvement and areas of opportunity

Market Auditor for all operational activities within the region; analyzed market activity and competitor activity

Primary trainer and coach for regional employees; periodic skills testing for market employees; revise or develop new training materials as needed

Logistics manager; responsible for ordering regional inventory; managed inventory processes and procedures

Maintained inventory shrinkage to 0.15%; co-authored and revised company’s inventory SOP

Responsible for resolving all customer service escalations through all channels including PSC and Attorney General complaints; customer retention efforts; worked closely with call center manager to implement improvements in customer retention and employee processes

Participated on numerous corporate teams including Corporate Communications, Policies & Procedures, Inventory Management (served as Project Manager), Promotions, Insurance Initiatives, Cash Payments, POS, Systems Testing and Gift Certificate Program

Project Manager for local testing efforts for systems and network preparedness and product launches

GIFTCERTIFICATES.COM, OMAHA, NE

August 1999 to January 2001 - Sr. Director, Enabling Technologies & Merchant Development

ALEXIS COMMUNICATIONS, INC., DEL MAR, CA

February 1998 to August 1999 - Director, Business Development - North America

MCI TELECOMMUNICATIONS, OMAHA, NE

August 1994 to January 1998 - Major Account Manager/Account Development Manager

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