Customer Service Delivery

Cheryl Lind

Customer Focused Leader

612-***-**** adsbqu@r.postjobfree.com St. Peter, MN

INDEPENDENT LEADER EXCEEDING EXPECTATIONS

Resourceful & Passionate Optimizer of People and building strong relationships with vendors, clients and team

Professional with 10+ years of LEADERSHIP

Passionate Problem Solver

Adaptable & diplomatic communicator with vendors, clients and across all departments,

Solution-oriented

Focused planner & organizer thrives in demanding & fast-paced situations

Collaborative, cross-functional team builder liaison between departments, management and customers

Stakeholder Relations proven turnaround leadership aligning strategy & resources

Modernized Leader by articulating vision to allow team to forge best path

Strong problem solving skills

Excellent written and verbal communication skills

Exceptional Customer Service and manage multiple projects while adhering to strict deadlines

— Competencies —

Operations Relationship Cultivator Growth Strategist Event Planning

Professional Experience

SBM Management Services, Minneapolis, MN

Area Operations Site Manager 2018-Present

§Partner with site POC to enhance, implement, manage a vendor relationship and supervise a model for vendors in the disciplines of performance (service delivery, work orders, problem management, financial, contract management, relationship)

§Daily responsible providing Leadership, Management and Direction, to assigned Site Managers and/or Site Supervisors. Responsible for all aspects of new and existing manager orientation, training, development, coaching and mentoring, to include but not limited to writing development plans for each manager.

§Monthly provide guidance on Forecasting, Budgeting Processes and development of Quarterly Business Reviews, (QBR’s).

§Directly responsible for Managing Site Managers or Supervisors to the five key Goals 1) Budgets 2) Quality 3) Customer Satisfaction 4) Employee Turnover 4) Growth.

§Accountable for overall safety programs for each Site within area of responsibility.

§Implements/standardizes employee safety, attendance and recognition programs for all sites

§Manages and provides direction in preparation of forecast and budgets.

§Provides recommendations on budget modifications to local management and or Corporate Finance

§Responsible for establishing/maintaining one on one relationship with key customer contacts at each site

§Consolidates and provides weekly Site Reports to Regional Manager

§Completes scheduled and unscheduled site audits with staff and key customer contacts

§Schedules and manage QBR calendar for area responsible for.

§Develops plans for efficient use of materials, machines, and employees.

§Reviews and provides training, direction on portal inputs, budget master, InSite, supplies and equipment purchases

Gustavus Adolphus College, St . Peter. MN

Manager of Building Services /Events 2015-2018

§Optimized Operational aspects of Building Services

§Mentored new employees for success

§Inventory Control and ordering

§Revitalized Vendor Relationships

§Events /Planning

§Weekend Schedule

§Manage student workers/Community Service

§Payroll

Supervisor of Building Services/Events 2010-2015

§Work with Alumni and Reunion committee

§Contact for all on campus student driven events

§Attend weekly athletic/event planning meeting

§Special Projects as needed

§Prepare buildings for summer camps

§Prepare weekend schedule for events

Shopko, St. Peter, MN

Store Operations 2002 - 2010

§Payroll

§End to End Customer Service

§Training

§Inventory

§Sales increase 26%

AT&T Wireless, Minneapolis, MN

Leading international wireless provider

Billing Project Manager 1996 – 2002

§Facilitated the development of new and existing wireless billing markets for the Central Region.

§Responsible for day-to-day reporting

§Supported all month end reporting for Central Region.

§Handle all billing errors, set up billing codes, new features and customer credits

AT&T Wireless, Minneapolis, MN

Innovator

Retail Store Manager 1993-1996

§ 97% Customer Satisfaction

§Train new employees

§Inventory

§Merchandising and promotional plans

§Forward selling

§Schedule repairs

Accounts Receivable Representative 1991-1993

§Exceeded established service levels set by senior leadership

§Resolving customer obstacles in order to retain wireless services

§Merchandising and promotional plans

§Solve escalated billing questions/problems

§Made outbound collection calls and took payments

§86% success in 60-90 day debt collection

Education & Professional Certifications

Minnesota State Mankato 1985 -1990

Recreation: Leisure Planning and Management

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