Cheri Milford Email & Phone Number

As Service Line Director for the 2nd largest Office/Clerical Staffing Firm in the US, my focus is on the continued growth and evolution of our Office Services Business Line – to ensure that we at Express Employment Professionals are equipped to support our valued clients with all facets of their business, and positioned to continue providing the high level of service that has earned Express Best of Staffing® and Best of Talent® recognition multiple years running. With over 800 Franchise locations worldwide, providing office services staffing support to over 28,000 companies, our locally owned and operated offices have the expertise and talent to help you and your business.

Responsible for the Office Services growth of a 27 office Region, I work with Developers and Franchisees to create a strategic Office Services growth plan, including but not limited to employee interviewing and selection, alignment with onboarding and new hire training programs, and ongoing coaching with a focus on effective sales, service and recruiting. With an incredible track record of success, our Franchisees prove themselves to be an integral part of any company's business strategy! I am grateful for the opportunity to partner with them, and am honored by their nomination for the ACE (Attitude, Character & Enthusiasm) Award for July 2020.

Oklahoma City, Oklahoma Area

As an Office Services Field Consultant, my primary role is to drive the development and growth of our office services business line throughout Express’s 800+ franchise locations. Acting as a liaison between headquarters and our field offices, I partner with our Leadership team to encourage execution of the tools and resources developed, and offer ongoing coaching to ensure sustainability. Together we have achieved growth in 87% of the offices we have partnered on, some by as much as 200% year over year. Founded in 1983, Express Employment Professionals has grown to become the nation’s largest privately held staffing firm, with over 800 office locations across the US, Canada, and South Africa. We are ranked by Franchise Times as the 48th largest franchise company in worldwide sales. Our mission each and every day is to help as many people as possible find good jobs by helping as many clients as possible find good people.

Greater Denver Area

As a consultant on the Forward Momentum leadership team I wore many hats including:Social Media – managed social media strategy and activities including creating, editing, distributing, and optimizing relevant content across social media platforms to attract, engage, and retain clients and partners. Analyzed performance data and made daily changes to achieve set marketing objectives. Managed creation and publication of monthly newsletter – determining content and collecting, editing and authoring articles. Managed newsletter workflow and distribution and maintained newsletter database. Played a key role in achievement of LinkedIn social media index of 84 (on a 100 point scale).Instructional Design and Facilitation – Designed, revised and facilitated content on a variety of topics including multigenerational management, virtual presentation skills and blended learning. Hosted virtual training sessions in Adobe Connect - leveraging engagement tools to encourage interactive and impactful sessions. Managed training program administration including coordination of virtual and classroom sessions, participant enrollment and management and post session evaluation.Sourcing and Recruiting – Managed sourcing, screening and talent pipelining activities, including screening of potential consultants, assessment of skills and experience, and development and management of skills matrix to ensure speedy and efficient identification of talent for upcoming projects.

Managed team members in the US and Canada and worked closely with all levels of the organization to define immediate and long term learning strategies that support the company’s strategic initiatives. Translated business needs into targeted development solutions that build knowledge and skills, promote career development, and foster organizational change:Received HR Leadership Award (2013) for designing, deploying, and managing leadership coaching program, leveraging ‘Leader as Coach’ approach to encourage communication and accountability across the organization; trained 436 leaders and front line managers – achieving a net promoter score of 83; identified positive correlation between top performing markets and program participationWorked collaboratively with Kelly Product Leaders to design, develop, and manage professional and technical product training solutions – identifying a positive correlation between training completion and on-the-job performance Implemented and managed 20+ position specific new hire training programs to ensure new hire population received appropriate position specific training – improving new hire enrollment from 86% to 99%Managed onboarding program to ensure positive onboarding experience and timely systems access for 1,800+ newly hired employees annually – increasing participation from 72% to 94% and reducing days to systems access from 13 days to 1 dayConducted biannual reviews with business leaders to discuss business goals, provide insight around activity and trending, and encourage completion and reinforcement of formal, foundational training – improving training completion rates from 21% to 90%+Measured business impact of training programs and presented results to business leaders – realizing positive impacts including increased productivity, improved net promoter scores, and correlation between training completion and top performers

Managed all facets of Management Training program including training design, delivery, facilitation, and talent management solution administration:Implemented and worked as administrator of Cornerstone (CSOD) talent management solution – ensuring successful migration and adoption of CornerstoneDesigned and developed formal training solutions including classroom, virtual instructor-led, E-learning, and performance support tools, leveraging instructional design methods and working with subject matter experts to ensure learning solution met business needsManaged course maintenance for a catalog of 30+ courses focusing on the topics of operations, financials, business development, service delivery, and employee management Facilitated 15 – 20 virtual, instructor led courses per week using platforms such as Live Meeting and WebEx to ensure an interactive and engaging experience for participants across the Americas – training upwards of 7,500+ participants per yearCoordinated and delivered 5 – 10 classroom workshops per year to 100 to 200 participants on the topics of management, sales, and developmental coachingReceived ATD Training Certificate of Completion (2006)

Boulder, Co

Held various roles of progressive responsibility – including Branch Manager (Dallas Region; 1996 – 1998) and Area Manager (Denver Region; 1998 – 2006):Managed multiple branch offices including branch locations and on-site client partnerships; responsible for new business development and expansion of existing clients – growing portfolio from 2,000 hours to 12,000 hours per week, managing 300+ employees and generating upwards of $6 million in annual revenues while meeting/exceeding budgeted gross profit and contributionResponsible for the selection, management, performance evaluation, coaching and development of staff members – ensuring clear communication of and direct alignment between individual goals and organizational goalsOversaw all aspects of field operations including recruiting, screening, and hiring, employee relations, risk management, safety, and compliance – achieving steady and consistent revenue growth and diversification of businessFacilitated business reviews with top clients to strengthen and grow partnerships, discussing items such as partnership results, return on investment, trending, and new products or features while maintaining a client focused approachLeveraged Kelly’s quality management processes to evaluate and encourage achievement of key performance and service delivery metrics and healthy net promoter scoresReceived multiple recognitions – including “High Rollers” National Sales Recognition (2003), Star Performer of the Year (2001), and Top Talent Performance Recognition (multiple years)

Education record

Activities and Societies: Phi Theta Kappa National Honors Society

Education record