Cheryl Highley

Experience

• 

  Veritiv Corporation

  Dec 2006 - Jun 2023

  Supported external and internal customers in 15 states throughout Central and Mountain Time zones. Led team through continual changes to software, phone systems, and procedures. Grew center from $500M to $750M in five years without any gain in headcount. Created training programs, policies, procedures, and communication plans to support changes and employees.• Led multi-location customer experience team of 60 in Dallas Metro area.• Prioritized individual and team development along with company success.• Implemented employee-led training and encouragement activities, reducing turnover by 70%.• Improved accuracy at center by 10%, engagement 10%, and sales 15% each year.• Implemented Salesforce, Bucher and Suter, and Cisco phone technologies to route calls and emails.• Created and implemented internal and external customer thank you, employee engagement, and training programs.• Created plans for closing centers, then moved customer service work from one center to another without disruption in customer business.• Served as physical site leader overseeing safety of 125 co-workers and building upkeep.• Led site during five-month refurbishment with staff on and off site. Show less Led all non-sales staff members in Minnesota, North Dakota, and South Dakota. Served as member of company labor team during two successful contract negotiations. Developed standard Customer Service metrics for $250M center. Managed plant facilities and safety teams.• Developed company bargaining points, which were accepted on first ballot vote by union.• Led relationship with local union, which resulted in zero disputes.• Led safety teams that had four years of zero safety recordable incidents.• Developed standard customer service metrics for centers and created standard operating procedures for team. Show less

  • Customer Experience Center Manager

    May 2018 - Jun 2023

  • Customer Service Center Manager

    Feb 2014 - May 2018

  • Operations Manager

    Jan 2010 - Feb 2014

  • Operations Manager

    Dec 2006 - Dec 2010