Cherie Mayhew
Business Consultant III at Insite Managed Solutions - The Human Operations Experts- Claim this Profile
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Topline Score
Bio
Samantha Long
Cherie is a passionate leader and a quick learner. She does very well with client facing conversations and data analytics. She uses those two pieces to drive process improvements within organization.
Andrew Rogers
Cherie Mayhew is simply the best. She is highly capable, and has a background in multiple disciplines across every business vertical imaginable. Her projects are on-time, under-budget, and return investment. She's able to learn a complex subject in a matter of moments, and is able to identify and resolve fundamental issues inside of any organization. She's worked with banks, health insurers, specialty (B2B) insurers, OEMs, automotives, and more. She's created full-run training content as well as end-to-end process design and implementation from call centers to insurance back-office operations, and all the way to manufacturing quality processes. Cherie is great with working under pressure and tight deadlines, and manages members of her team, client expectations, and executive escalations with finesse. Top Fortune 500s trust her judgment, and rely on her key insights in high-stakes meetings. Her background is a great fit just about anywhere you can imagine where you need ROI and an executive presence. I can't recommend Cherie enough, and if you would like to know more, please feel free to message me directly.
Samantha Long
Cherie is a passionate leader and a quick learner. She does very well with client facing conversations and data analytics. She uses those two pieces to drive process improvements within organization.
Andrew Rogers
Cherie Mayhew is simply the best. She is highly capable, and has a background in multiple disciplines across every business vertical imaginable. Her projects are on-time, under-budget, and return investment. She's able to learn a complex subject in a matter of moments, and is able to identify and resolve fundamental issues inside of any organization. She's worked with banks, health insurers, specialty (B2B) insurers, OEMs, automotives, and more. She's created full-run training content as well as end-to-end process design and implementation from call centers to insurance back-office operations, and all the way to manufacturing quality processes. Cherie is great with working under pressure and tight deadlines, and manages members of her team, client expectations, and executive escalations with finesse. Top Fortune 500s trust her judgment, and rely on her key insights in high-stakes meetings. Her background is a great fit just about anywhere you can imagine where you need ROI and an executive presence. I can't recommend Cherie enough, and if you would like to know more, please feel free to message me directly.
Samantha Long
Cherie is a passionate leader and a quick learner. She does very well with client facing conversations and data analytics. She uses those two pieces to drive process improvements within organization.
Andrew Rogers
Cherie Mayhew is simply the best. She is highly capable, and has a background in multiple disciplines across every business vertical imaginable. Her projects are on-time, under-budget, and return investment. She's able to learn a complex subject in a matter of moments, and is able to identify and resolve fundamental issues inside of any organization. She's worked with banks, health insurers, specialty (B2B) insurers, OEMs, automotives, and more. She's created full-run training content as well as end-to-end process design and implementation from call centers to insurance back-office operations, and all the way to manufacturing quality processes. Cherie is great with working under pressure and tight deadlines, and manages members of her team, client expectations, and executive escalations with finesse. Top Fortune 500s trust her judgment, and rely on her key insights in high-stakes meetings. Her background is a great fit just about anywhere you can imagine where you need ROI and an executive presence. I can't recommend Cherie enough, and if you would like to know more, please feel free to message me directly.
Samantha Long
Cherie is a passionate leader and a quick learner. She does very well with client facing conversations and data analytics. She uses those two pieces to drive process improvements within organization.
Andrew Rogers
Cherie Mayhew is simply the best. She is highly capable, and has a background in multiple disciplines across every business vertical imaginable. Her projects are on-time, under-budget, and return investment. She's able to learn a complex subject in a matter of moments, and is able to identify and resolve fundamental issues inside of any organization. She's worked with banks, health insurers, specialty (B2B) insurers, OEMs, automotives, and more. She's created full-run training content as well as end-to-end process design and implementation from call centers to insurance back-office operations, and all the way to manufacturing quality processes. Cherie is great with working under pressure and tight deadlines, and manages members of her team, client expectations, and executive escalations with finesse. Top Fortune 500s trust her judgment, and rely on her key insights in high-stakes meetings. Her background is a great fit just about anywhere you can imagine where you need ROI and an executive presence. I can't recommend Cherie enough, and if you would like to know more, please feel free to message me directly.
Credentials
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Certified Six Sigma Facilitator
Insite Managed SolutionsNov, 2022- Sep, 2024 -
Insite ccSIGMA Green Belt Certification
Insite Managed Solutions | Inc. 5000 CompanyDec, 2020- Sep, 2024 -
Lean Six Sigma Green Belt Certification
Insite Managed Solutions - The Human Operations ExpertsDec, 2020- Sep, 2024 -
Lean Six Sigma Yellow Belt Certification
Insite Managed Solutions - The Human Operations ExpertsJun, 2020- Sep, 2024 -
Acting Decisively
LinkedInJul, 2019- Sep, 2024 -
ACMT (Apple Certified Macintosh Technician)
AppleJun, 2013- Sep, 2024 -
Lean Six Sigma Yellow Belt Certification
COIC/Structus Building Tech
Experience
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Business Consultant III
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Mar 2020 - Present
• Evaluating diverse organizational systems to identify workflow, communication, and resource utilization issues.• Redesign and develop training programs by evaluating the current state and creating a detailed training curriculum, job aids, and SOPs. • Utilize Six Sigma methodologies to identify variation within the current process and implement action plans to solve the process gap.• Utilize project management techniques to ensure the timely completion of milestones and overall engagements.• Working with vendors, process owners, project sponsors, and internal teams to manage resources, ensuring smooth transitions during implementation and timely execution of final deliverables.• Leading multiple engagements concurrently for various clients. Engaging with multiple roles from team leads to executives.• Build and deploy custom tools to reduce manual manipulation, saving valuable resource time and saving businesses $100,000 plus per year.
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IBEX
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Germany
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1 - 100 Employee
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Operations Manager
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Jun 2018 - Dec 2019
Managing multiple overlapping projects from planning to completion while leading a team of 10 supervisors through coaching, training, performance reviews, forecasting, workforce planning, and redundancy planning. Driving performance and continuous improvement through constant monitoring of new and existing drivers, building best practices based on proper root cause analysis to identify trends, inspiring, and training employees to handle an ever-changing market. Managing structure for all new employees including training, supervisor headcount, equipment, and environment. Evaluate quality monitoring sessions to ensure improved CSR performance while engaging in positive relationships with clients to understand and support client overall missions/goals. Collaborate across multiple departments to understand cost strategies, contributions to budget/expense management and recommending solutions and changes for improving overall Contract Center financial performance. Leading adherence to PCI, and client security standards. Ensure day to day workflows, scheduling, shift approvals meet work demand. Improving company culture through regular skip level meetings, engagement activities, and incentives. Development and presentation of performance and improvement plans to stakeholders at every level from client to front-line employees.Decreased total number of security misses (PCI) from 15 to 0 over the course of 4 months. This was achieved by first determining why misses occurred and then placing procedures and hands on training in place, partnering with Team Supervisors, to implement new security checks.Implemented coaching model to help advisors and supervisors increase efficiencies in their technical abilities to decrease customer call times to resolve. Introduced role plays and individual advanced trainings, in technical product knowledge, to decrease customer handle times from start to resolution resulting in increased number of case calls per day for each of the advisors.
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Recruiting Assistant
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Dec 2017 - Jun 2018
As a Recruiting Assistant, sourced, screened, interviewed, tested qualified candidates while meeting headcount requirements for entry level technical support advisors and supervisor assistants. Met with OM’s and Mentor candidates to cover the following: Determine best coverage for transitions, align transitions with mentors, train mentors on expectations, collect information from OM’s on LOB’s (line of business) to build schedules for mentors, create coaching log files, and coach in the moment and provide feedback.
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Project Manager
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May 2017 - Jun 2018
As a Project Manager, led 2-3 simultaneous cross function projects with differing deadlines and scopes. Lead progress presentation to OM’s, Site director, and training department. Partner with multiple departments (i.e., Operations Management, Training Managers, Site Director) to gather data to track the success of projects. Determine and define project scope and objectives. Plan and designate project resources, prepare budgets, monitor progress, and keep all stakeholders informed about strategy, adjustments, and progress. Develop and manage a detailed project schedule and work plan. • Leading an on the job training program to reduce attrition by 9% by transitioning the agents from training to production in a way that they feel confident and knowledgeable.
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Technical Team Supervisor
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Jun 2014 - May 2017
Lead a team of 15-20 T1 & T2 technical support agents complying with all call center objectives, performance standards and polices. Conduct training and prepare call center support agents to respond to customer questions and complaints while troubleshooting customer problems with products and or services. Prepare reports analyzing department data to then present to senior leadership. Assessing overall team success by identifying any operational issues with possible suggested needed focus areas based on findings. Report on team overall and individual performance to Operations Manager and senior leadership to suggest any current or future trainings needed to maximize customer satisfaction. Monitor and evaluate agent performance, providing learning and or coaching opportunities, necessary corrective action due to continued poor performance. Assigning and monitoring all self-guided trainings.• Praised for developing several creative and fun incentives to foster a positive culture and working environment that motivated and drove increased team performance while increasing customer satisfaction.
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Technical Support Specialist
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Jun 2012 - Jun 2014
Providing world-class end user customer service (via phone, e-mail, chat), troubleshooting, and technical support for phones, tablets, portable and desktop computers. Relying on active listening skills to then use technical expertise, creatively and passion as a subject matter expert on various devices to guide customers to a positive solution without escalation. Effectively tailor communications and style for different audiences. Deploy new operating systems to the production floor. Mentored newly hired employees on how to gain product knowledge, and active listening best practices to win a customer for life.
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Tail off
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May 2006 - Oct 2008
Quality check all products before boxing and setting up to ship. Quality check all products before boxing and setting up to ship.
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La Quinta Inns & Suites
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United States
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Hospitality
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Front Desk Agent/Manager
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Nov 2004 - May 2006
Provide a warm and friendly efficient check-in/check-out process to all hotel guests. Prepare for check- ins before guest arrivals by using arrival grid, preparing express check-ins, and planning for group arrivals. Ensure the front desk/lobby areas remain clean, organized and ready to greet guests. Collect guest payments and identification, ensuring all procedures are followed to protect sensitive guest information including identity and credit card information. Place timely welcome calls to ensure each check-in guest has arrived to a freshly clean, inviting room with all amenities working. Handing local referrals, large groups, and business customers. Negotiating with local vendors to achieve discounts for guests on local attractions. Sense and respond to all guest concerns or requests in a manner which leaves the guest feeling assured and optimistic about their stay or concern. • Outperformed sales goals each year in position while being recognized for achieving the highest scores for customer satisfaction for those same years.
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Education
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2019 - 2021
Western Governors University
Bachelor of Science - BS, Business Management -
2010 - 2011
Central Oregon Community College
General Studies
Community
