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 deliverables.• 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 the scope of work details and requirements.• 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 reporting database, and create/maintain quality monitoring forms. Supported ACD/Call center team of 13 representatives - compiling daily, weekly, monthly and quarterly call stat reports, providing customer escalation support, and facilitating customer support calls.• 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 service skills.• 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 escalations were kept to a minimum.• 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 clearly defined goals and objectives, allowing for marked improvements in Average Handle Time, Average Speed to Answer, and Customer Satisfaction quarter over quarter.• 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 than 10 days by 30%.• 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 common delivery of important information and evaluations across the two centers.

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, corrected billing, and issued credits. Partnered with sales and sales support teams to proactively meet customers’ needs. Mentored new Data and Voice customer service reps, helping them learn Sprint’s products and services as they adjusted to the work environment.• 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 department guidelines, and audited the PCS EMM PCC team emails• 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.• All Green Club achievement winner July – October 2005 for exceeding department metrics.

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 services with account needs.• 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.