CHARLES DAVIS

I was recruited for this position as a result of my proven ability to analyze current metric performance, policies, procedures and goals and mold them into a successful operation that meets and exceeds expectation through leadership and training. This includes working with ADP and use of Avaya/CMS, IP phone systems, updating business applications and tools, Workforce Optimizer among others that have led to our site out-performing the corporate site while doing so without losing focus of the company values.

This position required me to work closely with the Vice President of Deliverables and the Chief Operating Officer in order to provide the pinnacle of member service. I orchestrated this team into a high performance crew that not only increased holdings, membership and calls handled (30% increase) but did so with less staff than historically necessary. I contributed to initiatives to increase membership and revenue by partnering with outside organizations and companies to penetrate mutual demographics.

This position required me to lead a large campaign towards an ultimate goal of production and profitability from an operations perspective in the call center environment. I also became proficient with CMS (Avaya), IEX workforce management software as well as Blue Pumpkin workforce optimizer. As well, I have worked in a position of contact between the Helio Executive staff and Sitel/Clientlogic in order to generate and implement new and successful policies and protocol while surpassing contracted levels.