Cheryl Mount Email & Phone Number

Tulsa, Oklahoma Area

Retirement bound…

Business Readiness Analyst, Operations (2011 – 2017)Operations liaison between business groups, project teams and IT developers ensuring all business functions were prepared, trained and ready to support new processes and system functionality, which resulted in 100% of assigned projects being implemented without any critical issuesEstablished new product management process resulting generating $10M annual revenue to deliver NEST thermostats to customersDesigned and developed… Show more Business Readiness Analyst, Operations (2011 – 2017)Operations liaison between business groups, project teams and IT developers ensuring all business functions were prepared, trained and ready to support new processes and system functionality, which resulted in 100% of assigned projects being implemented without any critical issuesEstablished new product management process resulting generating $10M annual revenue to deliver NEST thermostats to customersDesigned and developed digital customer experience journeys for mobile and web customers to manage accounts online reducing cost-to-serve (CTS) ~ 20% annually Ensured organizational readiness with stakeholders and process owners by defining functional and system requirements, expected deliverables and outcomes, including project metric scorecards to track ongoing effectiveness and performance - most recent project saved over $1.1M annually in processing costs while improving information process handle time by ~40%Coordinated and facilitated meetings with all levels of stakeholders (VPs – Analysts) developing impact assessments, learning and training development needs, end-user test case criteria, go/no-go implementation success criteria, communication plans and lessons learnedProvided subject matter expertise to Operations, Commercial, Finance and IT teams for processes and customer management features and functions for several Customer Information Systems (CIS) Conducted root cause analysis to identify and implement day-to-day operational system and process improvements supporting over 1.5M customers Show less

2015 – Nominee for Direct Energy’s “Platinum Award” for leadership and integral involvement in designing and preparing the organization to sell over 100,000 NEST thermostats to customers in the US generating $10M in revenue2013 – Recognized by Direct Energy’s COO as an “Essential Piece” for contributions to Direct Energy’s Texas and US North Operations for project and change management initiatives2013 – Direct Energy Shark Tank winner for presenting the best cost-savings and… Show more 2015 – Nominee for Direct Energy’s “Platinum Award” for leadership and integral involvement in designing and preparing the organization to sell over 100,000 NEST thermostats to customers in the US generating $10M in revenue2013 – Recognized by Direct Energy’s COO as an “Essential Piece” for contributions to Direct Energy’s Texas and US North Operations for project and change management initiatives2013 – Direct Energy Shark Tank winner for presenting the best cost-savings and process improvement idea to improve customer experience and reduce operations cost-to-serve by more than $900,000 annually Show less

Manager, Revenue Operations (2009 – 2011)Developed and established comprehensive change management methodology and quality change control standards used by the Project Management Office (PMO)Facilitated cross-functional teams to identify process improvements and cost-savings initiatives to reduce cost to acquire (CTA), cost to serve (CTS) and 3rd party vendor costs for billing and remittance processesLed Pricing and Fulfilment functions for monthly price changes and… Show more Manager, Revenue Operations (2009 – 2011)Developed and established comprehensive change management methodology and quality change control standards used by the Project Management Office (PMO)Facilitated cross-functional teams to identify process improvements and cost-savings initiatives to reduce cost to acquire (CTA), cost to serve (CTS) and 3rd party vendor costs for billing and remittance processesLed Pricing and Fulfilment functions for monthly price changes and customer correspondence – system setups, modifications, print vendor management and contract oversightVendor Manager, Billing and Remittance Operations (2005 – 2009)Managed vendor oversight for all billing and remittance processing of 3rd party vendors to ensure processing requirement standards, service levels, performance reporting and incident management for operational breaks and outages Led process improvements and automation to remove manual work enabling staff to increase quality-focus by 90% reduction in cycle timeCoordinated and planned work with vendors and internal teams to establish business continuity plans and disaster recovery proceduresVendor Manager, Service Delivery (2003 – 2005)Managed all aspects of the Alliance Data vendor relationship – performance, contract, service level and incident management for a $20M annual outsourcing arrangementPrepared and presented operations and financial reports for quarterly performance reviews to internal and external senior management teamsDeveloped strong working relationships across all lines of business and organization levels to manage end-to-end customer lifecycle service delivery across all service towers (Enrollments, Transaction Management, Billing, Remittance and Collections) to ensure quality customer service and vendor performance Show less

Tulsa, Oklahoma Area

I served in many roles during my career with Williams from IT systems analyst and developer, business analyst, process improvement specialist, supplier vendor manager, strategist, program manager and leader. As a result, I have a broad perspective when navigating organizational, process and technology changes and challenges.Positions held: > Director, Sourcing and Procurement > Team Williams Coach and Facilitator > Business Analyst… Show more I served in many roles during my career with Williams from IT systems analyst and developer, business analyst, process improvement specialist, supplier vendor manager, strategist, program manager and leader. As a result, I have a broad perspective when navigating organizational, process and technology changes and challenges.Positions held: > Director, Sourcing and Procurement > Team Williams Coach and Facilitator > Business Analyst > Systems Analyst and Developer Show less

Master’S Degree, Organizational Leadership - Behavior & Change Management

Ccmp ( Certified Change Management Professional) November 2016 - 2019, Change Management

Activities and Societies: CCMP is an internationally accredited certification in the use of ACMP's methodology for managing process.

Bachelor’S Degree, Business Administration, Management And Operations

Associate'S Degree, Computer Science

Education record

Career experience has taught me: Every function wins or loses based on their ability to effectively adapt to change and communicate.