Cheryl W. Siddiq Email & Phone Number

Charlotte, North Carolina, United States

2400 Yorkmont Rd Charlotte, Nc 28217

Skilled in forecasting, ACD reporting, and resource utilization using workforce management tools such as Cisco Finesse, LMI Chat reporting, and NICE. About 75% of my job involved managing, and monitoring real-time call volume patterns, collecting and analyzing key data statistics through workforce management tools to ensure we had enough resources to handle daily call volumes and increases to call volumes. After analyzing this data, I make determinations to scale up or down resources to manage call routing and manage scheduling. This information clearly articulated to high-level managers during the daily scrum meetings I facilitated. Documentation is compiled into clearly written well-formed reports. Other items reported daily included, call volumes, scheduling needs, call routing, and call- center statistics such as AHT (Average Hold Times), ASA (Average Speed to Answer), FCR (First Call Resolutions), and the Abandonment percentage rate of calls, presented as a guide to monitor the performance of help desk agents.I create KPIs (Key Performance Indicators) to benchmark the team's progress as well as recommend improvements and SLA (Service Level Agreement). Mined data was used to identify single points of failure, and to create documentation for the knowledge base repository on SharePoint. In addition, this information helps to target associates with the right skillset, those needing additional training, or those whose performance dictates that they are not a good fit for their current position. The other 25% of my job dealt with coaching, mentoring, building, and succession planning with my team. I used the 9 Box Talent Review Model to identify staff potential and performance. Ensuring that they are fully trained, encourage, utilized properly, and meeting performance metrics allows for adhering to budgets and increasing the company’s profits. My training and development techniques, as well as diversity and inclusion skills, increased this success.

Maintained excellent KPI’s throughout tenure while working to resolve customer’s computer and application issues. Worked in a fast pace team environment or independently providing excellent customer service. I have exceptional telephone, analytical, oral, and written skills.

Charlotte, North Carolina, United States

Founder and owner of a natural ingredient skincare product line. Responsible for manufacturing, marketing, and the sales of products to produce revenue and profits.

Founder and owner of a notary business with services that include notary services, resume service, business letter services, business startup planning, and paperwork, web design & hosting services, general bookkeeping, and tax preparation services.

Provided account management and payroll processing for 200-300 clients. Provide account setup and hiring for contractors utilizing SAP software. Ensured detailed and intricate payroll entries were accurate and met deadlines for entry.

Analyzed problems utilizing technical knowledge to ascertain the cause and resolve client issues. Worked in the capacity of the project manager in the Premier Care Division for elect accounts whose revenue exceeded 1.5 million. I worked as a liaison between clients and other teams to ensure the successful maintenance or upgrades involving POS systems, routing, VPN, VOIP, web hosting, and other managed services.

Worked in the assistant director capacity for a private school maintaining payroll, account receivable and account payable records. Responsible for all accounting and recording keeping. Taught fifth grade math and physical education during this tenure

Doctor Of Education - Edd, Organizational Leadership

Master Of Science - Ms, Information Technology, 3.46 Gpa

Activities and Societies: Epsilon Pi Tau Golden Key International Honor Society HonorSociety.Org

Certificate, Cyber Security, 3.46 Gpa

Bachelor’S Degree, Business Management, Magna Cum Laude - 3.77 Gpa

Activities and Societies: Delta Epsilon Sigma – Gamma Iota Chapter (National Scholastic Honor Society)

Professional Leadership

Charlotte Chamber Emerging Business Leaders (EBL) is a talent development program designed to enhance the leadership capability.

Education record