Cheryl Beal Email & Phone Number

Lewisville, TX, US

Bank Of America, Plano, Texas, United States

• Oversee the planning, coordinating, and delivery of Global Human Resources technology deliverables in support of projects and small programs.
• Communicate directly across multiple organizations; including vendors, Project Management Office (PMO), and leadership; regarding work objectives, timelines, managing risk, and end-to-end visibility of the project.
• Ensuring compliance to Enterprise Change Management, Enterprise Risk Management, Global Cloud Governance, Permit to Send/Receive Data, and Permit to Operate standards, objectives and deliverables.
• Utilize tools, including Jira, Microsoft Project, Excel, PowerPoint, and SharePoint to stay on task, meet objectives, and communicate across the project team.

Carrollton, Texas, United States

• Oversee New Business Installation, contract renewal upgrades, and additional hardware installation for Regional, National, and DOC level inmate facilities and prisons.
• Responsible for coordinating the successful planning and execution of implementation and completion of all activities required for customer accounts as well as infrastructure deployments and integration projects within.
• Budget planning and management; resource coordination and scheduling; material requisition and shipping/delivery; telecom provisioning; quality management; and other essential project management duties.
• Develop and maintain professional customer relationships and manage expectations with respect to go live dates and other key initiatives.

Irving, TX

• Identified knowledge gaps, developed and presented ongoing training material to a team ranging from 50 to 150 representatives. Monitored and evaluated representative calls to ensure quality compliance, maintain quality.
• Worked with Sprint University to redesign the New Hire Training curriculum for CRC - bringing six weeks of separate classes into one cohesive curriculum and "Soft Skills" curriculum to enhance our agent's customer.
• Prepared and provided on-going training for the department on a weekly and/or bi-weekly basis to ensure Call Center representatives were current on any new processes, knowledge gaps were addressed, and customer.
• Played an instrumental role in designing and implementing the Quality Assurance program for the Cable Resource Center leading to a standardized, streamlined process for evaluating Call Center representatives with.
• Implemented aged ticket reduction effort over a four week period by monitoring open tickets each day to ensure the impacted agents updated the tickets while following process reducing outstanding issues open longer.
• Led a cross-functional team to create a “virtual” CRC by standardizing the Quality Assurance, Training, RCA, and Reporting aspects of both centers the team was able to accomplished this under deadline providing the.

Irving, TX

• Worked as a single point of contact for an assigned base of data and voice customers, working as a consultant to the customer matching product, accounting and billing offerings to their needs. Researched disputes.
• QA Pilot Team: March – August 2005 – member of pilot team to establish the Quality Assurance program for the EMM organization. Audited open and closed issues and voicemail and email signatures to ensure compliance to.
• PCS EMM/PCC Job Share: January – March 2005. o Handled QA duties with PCS EMM teamo Assisted with customer requests, ordering equipment, researching billing disputes, etc. for the EMM PCC team in Ft. Worth
• Managed PCS, supervisor, manager, and VP escalations.
• Worked on a team that defined the Sprint Plus Services Invoice Reprint product offering, created Methods & Procedures, and trained all customer service teams and supervisors in the ISSC Central region.
• Member of the Alpha and Beta test teams working on the DPS system.

Fort Worth, TX

• Worked as a dedicated point of contact for an assigned National account base, analyzed accounts for usage trends and provided ad-hoc reports based on customer needs, partnered with customers’ to match products and.
• Assisted peers with escalated issues and conflict resolution as a Lead, reducing supervisor and manager escalations by assisting as a first level point of contact.
• One of five senior business advocates chosen to take part in job/task analysis that was used to redesign curriculum for Business Services Department.