Cheryl Mortenson Email & Phone Number

Virginia, United States

The Director of Operations is an integral member of Abricto Security’s service delivery and client experience strategy. This individual is dedicated to driving operational excellence and efficiency throughout all aspects of our business. The Director of Operations is responsible for driving continuous improvement of processes, procedures, business and delivery tool implementations and integrations. This role is involved in the evaluation, planning, implementation, and supervision of operations across the business.

Responsible for client-experience strategy, maturing and executing project communication status, forecasting engagements and timelines, capturing testing requirements, business analysis, CRM administration and development.

-Salesforce Administration: implemented Sales/Service Clouds with Maps, Inbox, ConnectWise Sell, Milestones PM+, workflow rules, process builder and flows-Project Management: introduced formal process incorporating time tracking and enhanced deliverables-Process Automation: workflow creation to offload manual, repetitive tasks and notifications-Sales Support: reduced time to quote by 50%, leveraging best in breed industry tools-Performance Management: report, chart and dashboard delivery on KPIs, metrics, and goals by business unit.. Provided analysis allowing Leadership to make fact-based business decisions

Columbia, South Carolina, United States

With a relentless focus on ownership, accountability and teamwork, I drove for continuous process improvement and delivering clarity through business analysis. To improve optics into quoting metrics, a queue was instituted within Salesforce which resulted in a massive reduction in quote times, missed quotes and communication breakdowns.Team members began to specialize, renewal automation was introduced, and we were recognized for having the highest maintenance renewal percentage of Cisco Charged members: 96%.Oversaw a Salesforce org merge with a sister company and started our venture into contract automation, as well as the foray into MRR quoting, leveraging Salesforce revenue schedules for proper forecasting. Data mapped from Quosal quotes to Salesforce Opportunities and then to an ERP tool via middleware. Directed refresh of Executive dashboards in Salesforce which compiled data imported from ERP and our PSA platform to display a holistic view of the company's financials, as well as future projections. This level of access allowed the leadership team to make fact-based business decisions.Coordinated with distribution to roll out Order Summary and Detail information to the team, integrated within Salesforce, eliminating bottlenecks and giving enterprise client executives/project managers insight into shipping status of critically needed infrastructure gear & security licenses.Made secure storage available in Salesforce w/another integration, saving team members time and making documents available within the CRM tool. This also allowed for team members to cover for one another more easily, improving job satisfaction and customer response times.In the area of Project Coordination for Professional Services (Network Engineering and CyberSecurity) several improvements were made to track Lessons Learned and Customer Satisfaction, and revenue projections were dialed into a previously unseen level of accuracy via the use of feedback loops.

Columbia, South Carolina Area

Improved management and team visibility into sales opportunities and revenue projections by migrating from Netsuite and implementing Salesforce, building supporting reports/dashboards/workflow automation an providing key business analyst insights to executive leadership.Evaluated CPQ options and launched an integrated Qusoal (now ConnectWise Sell) instance embedded in our Salesforce platform with a Power BI mini-dash for quoting.Improved and documented operational processes, managed and reported on team metrics and grew the Performance Management team to support the sales team and increase revenue.

Supported the "Secure IT Architectures… Right The First Time" belief by crafting accurate quotes for clients and PO to manufacturers expeditiously.

• Sales Management - YOY growth in Revenue: 151%, # Deals: 101%, Deal Size: 70% and Gross Profit: 69%• Strategy - Established affiliations with CompTIA and the MSPAlliance, evaluated going rate for services and realignedcompetitively with industry standards, expanding business reach beyond K12 to previously untouched sectors• Direct Revenue Contribution: December 2014 Revenue of $175k• Lead Generation - sourced 100s of leads for targeted Healthcare campaign• Cold-Calling - steady new client acquisition by regular, specific messaging delivered after detailed pre-call research• Territory Planning - analysis of past business giving insight into best track for fastest, most profitable growth

Responsible for 58% growth over in channel derived revenue generation for 1H 2014 over 1H 2013 in multi-environment backup, archiving, cloud and disaster recovery software and hardware solutions listed in Gartner’s Magic Quadrant, exceeding company’s 50% YOY growth.• Recruit, onboard & enable 26 new Value Added Resellers utilizing support of Channel Marketing • Manage a pipeline of 273 VARs, qualifying them against ICP, proving concept of solution supporting heterogeneous physical/virtual environments and identifying program fit for success• Collaborate with community of 174 signed partners and coach them to generate 17% more pipeline in 1H 2014 than territory achieved in 1H 2013 through use of pre-sales, portal tools, etc.• Closed June with best month YTD, by 21%

Columbia, Sc

Recognized leader in successful channel relationships with >90% fulfillment through partner organizations• Reversed sharp revenue decline and achieved net growth in embattled state of Michigan, obtaining 71% increase in Dec 2013 over next best month of the year with by leveraging focused, rigorous effort on face to face meetings, guerrilla marketing and white board selling techniques

North Central

Accountable for 9M pipeline, working closely with VARs to earn their trust and build profitable business relationships which culminated in 3.5M partner generated revenue 2012• Revitalized a faltering business alignment with prominent healthcare ISV to partner on a new high-availability product offering to client base of mostly rural hospitals under 35 beds • Developed marketing plans including Lunch & Learns, webinars, tradeshows & other campaigns

North Central

Personally ranked #1 sales status on Inside Sales team in overall revenue 51 of 52 weeks in year 2011 • Simultaneously managed Boston-based team to achieve 115% of quota as cohesive growth unit• Prepared team members for QBRs via SFDC reports and graphs used for performance analysis

Columbia, South Carolina Area

Built Lead Generation/Sales Development team, proving out telesales model for simple, yet sophisticated backup and disaster recovery appliances with 15k+ ASP, providing training and managing KPIs• Spearheaded pivotal shift in corporate sales strategy by development of an Inside Sales team• Delivered significant 56% increase in sales per annum 2010 to 2011 driving investor satisfaction• Aggressive Territory/Account planning employed to identify key targets & fuel rapid expansion

Columbia, South Carolina Area

Established regimented territory communication to keep partners apprised of pricing/program updates as they arose• Launched social media with creation of Unitrends’ twitter account which now has ~5,000 followers• Cultivated Unitrends’ first international distributors in Malaysia, Australia and the United Kingdom

Columbia, South Carolina Area

Strengthened partner relationships by supporting Regional Sales Manager in setting qualified appointments, environment assessment, accurate quoting in a timely fashion. • Built out Salesforce.com customization as needed to meet business needs as conversion rates were identified and new roles created enhance workflow automation and address additional requirements for more granular lead assignment/notifications across various sales geographies.

Columbia, Sc

Managed team of 30 CSRs in 150 seat newspaper call center and acted as Liaison to the St. Paul Pioneer Press, Lexington Herald-Leader, Wilkes-Barre Times Leader and Pittsburgh Post-Gazette, providing motivation to staff with monthly metrics-based incentive programs, frequent positive feedback and other coaching.• Awarded Certificate of Service from the Lexington Herald Leader for excellence in performance• NICE System Administrator; implemented monitoring program for quality assurance and to identify outliers to contracted ACHT thresholds mandated by the 15 printed publications serviced • Upgraded training materials by creating online repository, formulating customized content across media brands and socializing improved access to current messaging/campaigns on regular basis• Managed customer service group to consistent 98% client satisfaction ratings from the PPG staff.

Rockledge, Fl

Prepared new hires for transition to 500 seat call center floor and handling 1M live directory assistance calls/month. Wrote work detail for ISO 9000 certification per strict guidelines for practice standardization.• Organized team effort to reinvent recurrent training programs as part on ongoing effort to sharpen and maintain skills in exacting environment with a necessarily fast past and strenuous workload• Letters of recommendation from indirect reports and also from my direct Manager Jim McGowan• Member of Club 29, wrote Methods and Procedures Manuals, on Peer Counseling committee, led Ergonomics training, wrote for company newsletter, assisted with live calls when volume was high

Education record

Activities and Societies: Florida Flambeau

Certificate, Emergency Medical Technology

Diploma, General Studies

Activities and Societies: Mu Alpha Theta, Debate Team, Spanish Club President, French Club Vice-President, Journalism Club Treasurer