Cheryl Ruble Email & Phone Number

Daytona Beach, Florida Area

Responsible for sustaining relationships with existing customers. Single point of contact to ensure all complaints, service issues, requests are promptly addressed and/or escalated to Sr. Management. Escalate hardware/software resolution as reported by customers and engineers to appropriate system manufacturers. Ensure manufacturer metrics are operating within satisfactory levels and drive efforts to improve resolution closure rates.Act as interdepartmental conduit for customer facing, service and support requirements.Facilitate quarterly premier account reviews ensuring contractual service levels and deliverables specific to each contract are monitored and met to maximize gross profit margin and ensure customer satisfaction. Improve account financial performance; reduce operating costs and maintain account retention.Special Assignments as required—RFP/Bid assistance, SOW development and review, Corporate Maintenance Contract review and revision. Assist departments in process identification and improvements related to customer service and implementing best practices for communication for delivery of products and/or services.

Daytona Beach, Florida Area

Responsible for the overall direction of the Dice Maintenance Department. Single point of contact to ensure all complaints, service issues, requests are promptly addressed and/or escalated to Sr. Management. Escalate hardware/software resolution as reported by customers and engineers to appropriate system manufacturers. Ensure manufacturer metrics are operating within satisfactory levels and drive efforts to improve resolution closure rates.Act as interdepartmental conduit for customer facing, service and support requirements.Facilitate quarterly premier account reviews ensuring contractual service levels and deliverables specific to each contract are monitored and met to maximize gross profit margin and ensure customer satisfaction. Improve account financial performance; reduce operating costs and maintain account retention.Assist departments in process identification and improvements related to customer service and implementing best practices for communication for delivery of products and/or services.

Melbourne, Florida Area

Project Manager. Manage the implementation of projects, installations and maintenance escalation as assigned.

Project manage large installations and upgrades. Ensure site specific Service Level Agreements are met, perform quarterly account reviews. Act as single point of contact providing escalation, project coordination and maintenance support. Improve account financial performance; reduce operating costs, maintain customer satisfaction and retention.

DSM, Major Accounts, Richmond, VA (10/97 to 10/02)Primary point of contact/escalation for large PBX Customers in Central Virginia. Conduct weekly Maintenance status and monthly Executive Overview meetings. Facilitate daily maintenance and move, add or change activity for assigned accounts and personnel. Responsible for the direction and development of seven resident site technicians. Provide escalation for hardware/software resolution to appropriate system manufacturers. Implement equipment delivery and vendor coordination as required.Service Manager, McLean, VA (10/95 to 10/97)Administer annual departmental budget, provide marketing support. Duties include applying and controlling programs, policies, and procedures concerning business telephone systems. Escalate hardware/software resolution as reported by customers and technicians. Responsible for the direction, development and activities of nine assigned field engineers. Account primeship for coordination of hardware/software installation and trouble resolution for over 125 PBX customers.

Operations Manager, NSC (5/94 to 10/95):Responsible for first line management of the nationwide, twenty-four hour, seven day a week National Service Center (NSC) and related services. Ensure that the contractual service levels and deliverables specific to each contract are monitored and met to maximize gross profit margin and ensure customer satisfaction. Provide management, direction and development to employees and subcontractors on a nationwide basis. Provide both voice and data communications support to the company. Assist field consultants with technical support of PBX systems.Operations Manager (1/93 to 5/94)Supervise the activities of workers engaged in providing reception, referral, coordination, and office administration services. Provide sales/service support to operations and sales staff. Coordinate business detail to include purchasing and bookkeeping functions. Provide engineering support to sales executives. Based on performance, promoted to position above while continuing to perform these duties.

Service Manager (1990-92):Coordinated the activities of seven individuals responsible for the installation and operation of customer specified telecommunications equipment. Duties applying and controlling programs, policies, and procedures concerning business telephone systems, files, records, administrative communications, etc. Maintain a maintenance contract renewal rate of 100%, and successfully conducted monthly meetings concerning service quality assurance matters. Resolved hardware/software problems reported by customers and technicians. Developed and implemented training programs. Bell Atlanticom acquired company in 1992.Communications Technician (1986-90):Delivered and installed telecommunications equipment to customer specifications. Acted as a field supervisor for three major system relocations.