CHERIE WHEATLEY
Ellenwood,GA
Summary
A strategic communicator who brings business units together to execute and solve programmatic goals. Leader in change management, customer service management and technology applications with 30+ years of implementing programs and procedures that reduce error rates, improve service delivery across the organization and achieve company strategic objectives. Recognized for team and staff development leadership and transforming staff toward a shared vision and business objectives.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Program Administrator UVI CETL (Center for Excellence in Teaching & Learning)
UNIVERSITY OF THE VIRGIN ISLANDS
St. Thomas, Virgin Islands
01.2018 - 01.2022
- Prepared action plans to address concerns discovered through surveys, classroom observations, and conversations with stakeholders.
- Design, develop, and implement quality educational programs for faculty, staff, and students.
- Recruited, trained, and mentored faculty and staff in best practices for instruction.
- Observed teachers and students in classrooms to gather data and improve instruction.
- Evaluated and refreshed curriculum with faculty members to continuously improve the quality of instruction.
- Led projects and analyzed data to identify opportunities for improvement.
- Collaborated with school Deans and Department Heads to achieve the Student Learning Outcomes (SLOs), academic assessment plans, and the institution's Strategic Plan Objectives.
- Collaborated with the technology department to implement teaching and learning initiatives, Faculty Breakfast Club, and Faculty Roundtable sessions.
- Administered team training for five schools and colleges to ensure employees' professional growth.
- Conducted feasibility studies on instruction technology to improve student learning experience and success.
- Managed vendors and internal committees to procure and select LMS and other technology software and equipment to be used in the learning environment.
Manager of Customer Service
UNIVERSITY OF THE VIRGIN ISLANDS
St. Thomas, Virgin Islands
01.2013 - 01.2018
- Developed and implemented the WOW Customer Service program, which transformed service delivery at the institution and recognized and rewarded employees exceeding customer service standards.
- Instituted comprehensive customer service guidelines to establish and monitor customer service standards achievement.
- Audited customer support procedures and collaborated regionally to promote standardization across the organization.
- Built strong relationships with executive administrators, department heads, staff, and students to support institutional development opportunities and improve service.
- Devised recommendations to streamline and simplify customer support systems and improve response time.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Used stellar customer service strategies to promote exceptional customer service and create a positive environment for employees and clients.
- Evaluated customer service and conveyed constructive feedback to improve service.
- Defined clear targets and objectives and communicated to other team members.
- Trained and developed personnel to improve employee relations and resolve issues.
- Cultivated positive rapport with fellow employees to boost the University's morale and promote employee retention.
- Encouraged departmental employees to present a positive, exemplary image to customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- I worked directly with the Provost's Office to develop the Study Abroad and the Passport to the World program. We designed, planned, and implemented global learning cultural immersion programs that took students to China, India, Ghana, South Africa, and Peru. All programs were coordinated with Study Abroad providers to plan and execute the program.
Manager, Technology Customer Service
UNIVERSITY OF THE VIRGIN ISLANDS
St. Thomas, Virgin Islands
01.2006 - 01.2013
- Manage the IT Customer Service Helpdesk, Circulation Desk, and Customer Service Call Center.
- Supervised a team of Information and Library professionals.
- Managed helpdesk software program and database.
- Manage knowledge databases to improve the timeliness of resolution and enhance customer service excellence.
- Developed a tier level of service 75% of calls were resolved during the first call to the helpdesk.
- Led Information Technology & Library-wide quality assurance and continuous improvement efforts in customer service.
- Demonstrated reasonable critical thinking and problem-solving skills.
- Developed service delivery policies and procedures to ensure consistency across the University.
- Conducted performance reviews and annual assessments to build on and improve deficiencies in service delivery.
- Established follow-up procedures and policies to ensure continuous feedback to customers on the status of their service requests.
Telecommunications Administrator
UNIVERSITY OF THE VIRGIN ISLANDS
St. Thomas, Virgin Islands
01.1994 - 01.2006
- Managed campus telecommunication network on two separate islands.
- Served as the system administrator for AT&T Definity G3i switch.
- Served as the Audix System Administrator.
- Implemented and managed Call Accounting database and Student Resale Telephone Service.
- Managed campus telecommunication network territory wide.
- Liaised with Local Telephone Company.
- Identified vendors, managed inventory and purchased telecommunications equipment, selected long-distance carriers, and developed RFPs.
- Trained staff, employees, and work-study students.
- Supervised technology staff and students.
- Completed Request for Proposals (RFP) for professional services.
Education
Ph.D. - Creative Leadership for Innovation & Change, Organizational Development
University of The Virgin Islands
St. Thomas05-2025
Creative Problem-Solving Facilitation Certification -
Buffalo State University
01.2021
Master of Art - Educational Leadership
University of the Virgin Islands
St. Thomas01.2017
Graduate Degree - Organizational Development Leadership
Fielding University
01.2009
Bachelor of Science - Political Science
Tuskegee University
Tuskegee, Ala05-1985
Certification
- Disney Institute, Leadership Excellence, 05/01/14
- HBCU Leadership Institute Certificate, 08/01/10
- University of the Virgin Islands Meritorious Group Award, 10/01/07
- Disney Institute, Quality Customer Service, 03/01/06
- Very Important Person, Office of the Senior Vice President and Provost, 04/01/00
- Certification of Achievement, Linux Overview for Users, 05/01/01
- Level II Customer Maintenance, 09/15/99
- Definity World Class Routing G3V4, 08/28/96
- Audix Messaging System Administration, 04/29/94
- Definity Communications Systems G3, 04/22/94
- Scholastic NetPlus Tele Management
Professional Community Membership
- Association of Colleges & University Telecommunication Administrators
- Definity User Group
- Board of Stewarts, Moravian Church
- Sunday School Teacher/ Youth Mentor
- Christian Education Committee
- Toast Masters International
- USVI Ambassador
- Democratic Party Virgin Islands
Timeline
Program Administrator UVI CETL (Center for Excellence in Teaching & Learning)
UNIVERSITY OF THE VIRGIN ISLANDS
01.2018 - 01.2022
Manager of Customer Service
UNIVERSITY OF THE VIRGIN ISLANDS
01.2013 - 01.2018
Manager, Technology Customer Service
UNIVERSITY OF THE VIRGIN ISLANDS
01.2006 - 01.2013
Telecommunications Administrator
UNIVERSITY OF THE VIRGIN ISLANDS
01.1994 - 01.2006
Ph.D. - Creative Leadership for Innovation & Change, Organizational Development
University of The Virgin Islands
Creative Problem-Solving Facilitation Certification -
Buffalo State University
Master of Art - Educational Leadership
University of the Virgin Islands
Graduate Degree - Organizational Development Leadership
Fielding University
Bachelor of Science - Political Science
Tuskegee University
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