Cheryl Echols Mba, Safe Agilist, Capm® Email & Phone Number

Atlanta, Ga, Us

Atlanta, Georgia, United States

In this role leading multidisciplinary Agile teams, I directed the development and implementation of comprehensive customer experience strategies. My responsibilities spanned project planning, capacity management, and budget oversight to ensure effective program execution. I crafted and executed robust strategies and improvement plans, aligning our efforts with leadership directives and overarching customer experience priorities. My approach not only enhanced agent and customer interactions but also supported a consistent alignment with our strategic goals.I spearheaded the creation of a special initiatives team, comprising customer experience researchers, data analysts, and designers, to drive forward our most critical projects. This team played a pivotal role in managing and editing content for customer experience projects and initiatives, as well as developing and maintaining our CX SharePoint website. Additionally, I was instrumental in establishing a SharePoint insights repository, which became a crucial resource for sharing knowledge and fostering continuous improvement across the organization.

Atlanta, Georgia, United States

In this role, I took charge of managing project, program, and portfolio operations. My role involved creating detailed process maps and standard operating procedures that streamlined our workflows, coupled with delivering comprehensive weekly project and status updates. I meticulously designed and executed project plans, established timelines, and developed status reports tailored for senior leadership. My focus on tracking team capacity and assignments was pivotal in optimizing resource allocation, ensuring that every project was aligned with our strategic goals and executed efficiently.During my tenure with the USDA Forest Service, I spearheaded a significant HR business process reengineering initiative aimed at transforming the documentation and processes for federal employee hiring and onboarding. This initiative drastically enhanced operational efficiency and reduced time-to-hire. As the Project Management Office liaison for the Forest Service, I managed Human Resources operations projects, ensuring they were not only aligned with but also contributed to the strategic objectives of the organization. This role allowed me to bridge the gap between strategy and implementation, fostering a more streamlined and effective HR operation.

Atlanta, Georgia, United States

During this tenure, I spearheaded the refinement of the onboarding process for new business stakeholders, adapting seamlessly to our organization's revised funding model. This role allowed me to ensure a smooth integration for each stakeholder into our systems. I provided expert guidance to our product teams, focusing on strict adherence to processes and aligning strategically with the organization's capability guidelines. My approach not only facilitated smoother transitions but also reinforced the foundational processes that support our organizational objectives.In addition to onboarding improvements, I championed ongoing enhancements to our operational processes. By conducting thorough reviews and analyses of our capability documentation, I identified areas for improvement and implemented necessary changes. This involved evaluating various aspects such as descriptions, impacts, benefit hypotheses, dependencies, and KPIs to ensure precision and effectiveness. My efforts led to more streamlined operations and contributed significantly to our overall efficiency, making it easier to measure and achieve our strategic goals.

Atlanta, Georgia, United States

I conducted comprehensive training sessions for employees, focusing on compliance standards, accessibility requirements (CATO), and privacy guidelines to uphold our corporate and legal standards. My role involved leading regular compliance audits and closely monitoring our business processes to ensure they adhered to laws, regulations, and internal policies. By ensuring full regulatory compliance, I closely monitored key metrics to identify and seize improvement opportunities, which included the creation and implementation of new procedures.To enhance our project flexibility, I led the adoption and management of Agile methodologies across Att.com teams. This strategic move allowed our teams to adapt more quickly to changing requirements and accelerated the delivery of project milestones. Through these efforts, we not only improved our operational efficiency but also significantly boosted our team's ability to meet and exceed dynamic business objectives.

Atlanta, Georgia, United States

I developed and implemented content delivery strategies that aligned with our organization's goals and the needs of our target audience. In my role, I managed several content delivery platforms, ensuring that publications were accurate and timely. I routinely provided detailed reports to stakeholders and used data-driven insights to recommend enhancements that could further improve our content strategy.To enhance workflow efficiency, I orchestrated the planning and execution of these content delivery strategies, focusing on streamlining processes to quickly resolve issues and defects. I also optimized operational effectiveness by maintaining oversight across all cross-functional teams, ensuring strict adherence to our established web content delivery protocols.This holistic approach not only improved our operational coherence but also bolstered the overall impact of our content delivery efforts.My additional experience includes: • Workflow Manager, AT&T Mobility and Entertainment, Atlanta, GA• Technical Business Analyst, AT&T Digital Experience, Atlanta, GA• Performance Strategy Analyst Consultant, King Consulting, L.L.C. @ Intercontinental Hotels Group (IHG), Atlanta, GA• Manager Process | Cust Ops Business Analyst | Trainer | UAT Lead, BellSouth Long Distance/AT&T, Atlanta, GA

Bachelor Of Science, Computer Information Systems

Master'S, Business Administration