Customer Service Sales Consultant

Cheryl Ampel

Vice President, Finance, HR, and Operations

Atlanta, Georgia • +1-404-***-**** • ***********@*****.*** • linkedin.com/in/cherylampel

SUMMARY

Accomplished business professional regarded for leadership and excellence in all areas of Finance and Human Resources. Experienced manager able to examine and understand business or customer needs and deliver results while exceeding stringent expectations. Accustomed to managing projects simultaneously in a fast-paced entrepreneurial environment. Superb communicator with cross functional expertise to support strategic initiatives to increase customer acquisition, satisfaction, and retention, along with the desire to build relationships across all team members. Strong aptitude with an ability to learn recent technologies quickly.

WORK EXPERIENCE

Vice President, Finance, Human Resource and Operations Aug 2004 – Present

Atlanta Audio & Automation, Atlanta, Georgia

Business owner with expertise in business management, fiscal management, business development, and team leadership. Own all fiscal and operational responsibility to ensure continued growth holding all departments accountable to KPI’s. Well-versed in customer service and support, digital marketing, vendor management, technology, and all aspects of human resources

●Created all budgeting, finance, and accounting operations including accounts payable, accounts receivable, invoicing, sales forecasting, management reporting, payroll, and taxes for $3.5M business

●Launched an outsourced customer service model for 24/7 support using tools such as Zendesk and Slack increasing service revenue 50% year over year and increasing customer satisfaction with service support

●Designed and constructed 2 retail design centers displaying current consumer technology trends including managing all subcontractors, designers, 3rd party vendors, permitting and licensing

●Established and monitored key metrics for client profitability, profit margins, customer satisfaction, and employee productivity

●Implemented human resource procedures using best practices for hiring, employee policies, company handbook, performance reviews, and administered all employee benefit programs for staff of 20

●Redesigned website structure and landing pages to increase SEO generating 40% more email leads, reduced the bounce rate by 30%, and increased website ranking in Google to first page

●Managed digital marketing campaigns including SEO and keyword research, email campaigns, and social media reducing expenses over 30% while increasing qualified leads by 25%

●Negotiated pricing with product vendors, onboarded and maintained contracts

●Built operational and inventory management procedures to increase efficiencies in field operations and reduced cost of inventory over 20%

●Maintained customer relationship and product information databases to ensure accuracy in reporting

Financial Services Solutions Sales Consultant Jun 2002 – Jun 2004

Webtone Technologies, Atlanta, Georgia

Promoted a SaaS enterprise-wide customer interaction solutions for banking and financial institutions. Executed all facets of sales activities including consultative sales presentations, business analyses, business process assessments, proposals and RFPs, system implementation planning and management

●Onboarded and implemented a suite of products that enhanced sales and customer service through branches, contact center, internet, relationship managers, and infrastructure

●Guided, designed, and completed account strategy plans including pricing and profitability

●Identified and built strategic partnerships across different internal teams to improve critical business processes ensuring customer success

●Analyzed, recommended, documented, and implemented improvements to existing product functionality and processes; partnered with product management team to develop product strategy

Webtone Technologies acquired by FIS

Financial Services Solutions Pre-Sales Consultant Jan 2000 – Jun 2002

S1 Corporation, Atlanta, Georgia

Demonstrated a SaaS FinTech suite of integrated enterprise-wide front office finance applications to C-Suite executives which encompassed payment processing and financial services software for automated teller machines and retail point of sale applications, primarily for banks, retailers, and credit unions

●Influenced over $200M in software licenses and professional services, including the development of sales strategies, contract, pricing, and request for proposal activities

●Translated customer requirements into software functionality and wrote functional and business design documents for product and development teams

●Formulate and monitor new product launch campaigns along with Marketing, Product Management, and IT/Operations teams

●Facilitated requirement and functionality meetings with customers to ensure customer success and supported customer advisory committee meetings

●Arranged product and strategic planning and forecasting reporting, tracked industry trends, guided customer and market research working with cross functional departments

S1 Corporation acquired by ACI Worldwide

Vice President Finance and Manager of Correspondent Services

Bank of America, New York, New York Aug 1998 – Dec 1999

Morgan Stanley, New York, New York Sep 1994 – Jul 1998

Spearheaded the fiscal management of a $70M+ business unit for trading and clearing services to brokerages, hedge-funds, insurance companies, and banks focusing on client profitability and customer retention

●Coached and directed a team that performed client billing, financial analysis and forecasting, budgeting, client profitability reporting, and client issue resolution

●Built and maintained strategic business plan and budgets including competitive analyses, new product offerings, internal assessments, and financial forecasting including creating key performance indicators and measurement tools working with sales and marketing teams

●Evaluated strategic and operational risk, governed SLAs with information technology and operations, and reported results to senior management and regulators

●Consulted with IT and external vendors and integrated innovative technologies into infrastructure to enhance service offerings

●Created sophisticated spreadsheet models to analyze financial metrics across all departments/segments

Banc of America Securities bought Morgan Stanley Correspondent Services on August 1, 1998

Business Unit Controller, Morgan Stanley Correspondent Services Sep 1992 – Aug 1994

Morgan Stanley, New York, New York

●Improved all aspects of accounting, reporting, and budgeting activities by automating the monthly reporting procedures increasing productivity by 40%

●Achieved budget objectives by scheduling expenditures, analyzing variances, and initiating corrective actions which resulted in an expense savings of over 25% due to mis-allocated expenses

Financial and Operational Senior Audit Associate Sep 1990 – Aug 1992

Coopers & Lybrand/PWC, New York, New York

●Led full scope financial and operational audits focusing on financial services companies

●Performed analytical procedures and analyses to detect unusual financial statement relationships and operational issues

●Discussed audit findings, risks, opportunities, and recommendations with business and technical staff

Operational Internal Audit Associate Jul 1988 – Aug 1990

Chemical Bank/JPMorgan Chase, New York, New York

●Completed financial and operational audits to ensure compliance with GAAP, federal and state banking regulations, and Bank policy

●Conducted internal control and substantive testing, reviewing results to achieve 100% accuracy in findings

EDUCATION

Pace University, New York, NY

MS Accounting

Ithaca College, Ithaca, NY

BS Finance

LICENSES & CERTIFICATIONS

FINRA - Series 7,63, Life, Accident and Health –expired May 1994 · Dec 2007

Certified Public Accountant, State of New York – expired Jan 1991 · Dec 2005

SKILLS

Microsoft Office Suite

QuickBooks

Excel

Google AdWords

Google Analytics

Slack

Zendesk

HubSpot

Salesforce

Zoom

ADP

Insperity

Trinet

PEO

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