Open to opportunities

Cheryl Lind

@cheryllind

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Dynamic Customer Experience Leader with over 10 years of expertise.

United States

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What I'm looking for

I am looking for a role that values customer-centric strategies and fosters team development.

I am a dynamic and results-driven Customer Experience and Success Leader with over 10 years of leadership expertise in customer service, vendor management, and team development. My passion lies in cultivating strong relationships with customers, resolving complex challenges with empathy, and optimizing processes for enhanced customer satisfaction. I am a strategic problem solver dedicated to delivering exceptional service and driving business growth.

In my current role as Operations Site Manager at SBM Management Services, I spearhead customer success strategies, ensuring optimal service delivery and client satisfaction. I develop and maintain strong vendor and client relationships, enhancing operational efficiency. My experience includes training, mentoring, and leading site managers and supervisors to exceed customer service goals, as well as implementing process improvements that enhance customer experience and operational workflows.

Throughout my career, I have consistently focused on optimizing operations and enhancing user experiences. From leading customer-facing event planning at Gustavus Adolphus College to managing billing projects at AT&T Wireless, I have a proven track record of achieving high customer satisfaction ratings and fostering a culture of excellence in customer support.

Experience

Work history, roles, and key accomplishments

Current

Area Operations Site Manager

Current

SBM Management Services

Jan 2018 - Present (7 years 5 months)

Spearheaded customer success strategies, ensuring optimal service delivery and client satisfaction. Developed and maintained strong vendor and client relationships, enhancing operational efficiency. Trained, mentored, and led site managers and supervisors to exceed customer service goals.

Customer Success Vendor Management Client Relationship Management Team Leadership Process Improvement Budgeting Forecasting Cost Management Customer Service

Manager of Building Services & Events

Gustavus Adolphus College

Jan 2015 - Present (10 years 5 months)

Led customer-facing event planning, ensuring seamless execution and high attendee satisfaction. Optimized building services operations to improve efficiency and user experience. Strengthened vendor relationships, negotiating contracts to enhance service quality.

Event Planning Operations Management Vendor Management Customer Support Quality User Experience Contract Negotiation Team Leadership

Supervisor of Building Services & Events

Gustavus Adolphus College

Jan 2010 - Present (15 years 5 months)

Served as the primary contact for alumni and student-driven events, enhancing engagement. Coordinated campus events, athletic planning meetings, and special projects. Managed scheduling and event logistics to maximize operational efficiency.

Event Coordination Alumni Relations Project Management Scheduling Logistics Campus Events Special Projects

Billing Project Manager

AT&T Wireless

Jan 1996 - Present (29 years 5 months)

Led customer billing projects, ensuring seamless service experiences for wireless users. Resolved complex customer billing issues, improving retention and satisfaction rates. Streamlined reporting processes to support efficient customer account management.

Customer Service Customer Retention Customer Satisfaction Reporting Account Management Wireless Process Improvement Data Analysis

Retail Store Manager

AT&T Wireless

Jan 1993 - Present (32 years 5 months)

Achieved a 97% customer satisfaction rating through exceptional service leadership. Trained and developed employees to deliver top-tier customer support. Managed inventory, merchandising, and customer engagement strategies.

Customer Satisfaction Customer Service Leadership Employee Development Customer Support Inventory Management Merchandise Customer Engagement Team Leadership

Accounts Receivable Representative

AT&T Wireless

Jan 1991 - Present (34 years 5 months)

Exceeded service levels by resolving customer billing disputes and collection challenges. Achieved an 86% success rate in recovering overdue accounts while maintaining customer loyalty.