Customer Service Manager

CHARLES J. BODKIN

**** ********* ***** *********, ** 37027

615-***-**** Home; 615-***-**** Mobile

E-mail: *********@*****.***

EXPERIENCED QUALITY, FINANCE, PROJECT MANAGEMENT & OPERATIONS PROFESSIONAL

Energetic senior level manager, MBA and Master Black Belt experienced in

financial analysis, operations management and leading highly complex

IT/process improvement projects. Proven ability to cultivate relationships

with key decision makers, transform corporate strategy into practical

business solutions and execute initiatives that improve customer

satisfaction, enhance productivity and improve financial results. Areas of

competency include:

PROCESS RE-ENGINEERING STRATEGIC PLANNING

FORECASTING & BUDGETS

PROCESS OUTSOURCING STATISTICAL ANALYSIS

PROJECT MANAGEMENT

PROCESS AUTOMATION FINANCIAL ANALYSIS

PROGRAM DEVELOPMENT

VENDOR MANAGEMENT PROCUREMENT

OPERATIONS MANAGEMENT

CUSTOMER SERVICE SALES

SUPPLY CHAIN

MANAGEMENT

PROFESSIONAL EXPERIENCE

BUSINESS CONSULTANT, November 2010 to Present

Provide contract services in areas such as process improvement, analytics

and outsourcing. Recent projects include:

. Providing demographic data analysis and voter contact list for a local

election

. Arranging investor meetings for a start up non-profit business venture

. Advising on business strategy and developing sales presentation material

for a new IT consulting venture

CERIDIAN (COMDATA) 1994- August 2010

Director, Global Workforce Strategy & Quality, Ceridian, Brentwood, TN,

2007 to August 2010

Developed process re-engineering, automation and outsourcing solutions that

reduced labor cost or improved revenue. This requires working with business

leaders and subject matter experts on job/process diagnostics; financial

performance gap evaluation, process improvement analysis; business

requirements; vendor selection; contract negotiation; transition planning;

change management; communication strategy; solution deployment and

performance management. Responsibilities included:

. Serving on Ceridian's Quality Leadership Council to insure quality

standards based on industry best practices are uniformly established

across the enterprise

. Tracking over 150-workforce optimization projects in various stages of

completion. Over $15 million in annualized savings has been realized from

outsourcing projects during the past two and one-half years

. Working as a program manager to relocate a 250 seat US based Call Center

operation to the Philippines. The project was completed on time with

minimal impact to customers and resulted in $2.5 million annual cost

savings

. Acting as a leader and Master Black Belt on major business initiatives

that incorporate LEAN and DMAIC methodology

. Providing business unit Quality Leaders with supplemental third party

process re-engineering experts for short duration projects

. Developing business assessment tools for evaluating and categorizing the

outsourcing potential of over 9,000 jobs across the Ceridian enterprise

. Creating new dashboards, analytics and reports that improve the line of

sight into the business transformation process and enhance the program's

credibility and marketability with senior management

. Overseeing workforce planning, strategy and consulting with IT on the

development of new technology within a 24 by 7 Call Center

Director, Six Sigma (Quality) Resources, Comdata (a Ceridian company),

Brentwood, TN, 2001 to 2007

Provided internal training and consulting services focused on improving

operational efficiency and customer satisfaction. Responsible for linking

process improvements to strategic business goals and leading cross-

functional project teams to improve operating results. Expert at process

mapping, root cause analysis, data collection and utilizing analytical

tools such as Excel and Minitab statistical software.

. Managed and mentored over 50 process improvement projects that

contributed approximately $15 million in cost savings or revenue

increases

. Taught high quality transactional/service based training programs in

LEAN, Change Management, BPMS, DMAIC and DMADV to nearly 150 employees.

Approximately 50 employees received Black Belt or Green Belt

certification

. Directed business requirements gathering, business case development and

vendor selection of Lawson v8.0 Financial Software upgrade

. Six Sigma Certifications include Black Belt (Qualtec 2001) and Master

Black Belt (SigmaPro 2006)

Director, Business Management, Comdata, Brentwood, TN, 1999 to 2001

Managed a team that developed budgets, forecasts, financial models and

business plans for a $450 million company.

. Advised senior management on the financial value and risk associated with

acquisitions, divestitures and new business ventures

. Determined the impact of pricing decisions on revenue and customer

attrition

. Provided input into the design and development of the data warehouse

Business Manager, Integration, Comdata, Brentwood, TN, 1998 to 1999

Planned and coordinated the relocation and integration of back office

operations into the home office. These included:

. A $45 million fuel card processing company

. An $8 million Visa fleet card processing company

Business Manager, Product Development, Comdata, Brentwood, TN, 1996 to 1998

Provided support for Information Technology, Product Development, Project

Management and Marketing. Specific activities included preparing budgets,

analyzing the financial performance of new products and services, and

researching market, consumer and pricing strategy. Monitored contractual

performance and compliance of $20 million IT outsourcing agreement with

IBM. Provided an analysis that showed $10 million could be saved if IT

operations were in-sourced that was eventually implemented by the company

Manager of Finance and Planning, Consumer Services, Comdata, Brentwood, TN,

1994 to 1996

Evaluated pricing, costs, fixed assets and new ventures for the consumer

products and services division. Responsibilities included designing

pricing and forecasting models utilized to evaluate profitability of sales

prospects, developing employee expense tracking reports and reconciliation

procedures and managing equipment inventory, fixed asset reporting and

vendors. Instrumental in establishing a $2 million ATM business venture

UNOCAL (acquired by CHEVRON) 1980-1994

Manager, Supply and Customer Service, Unocal Agricultural Products, Brea,

CA, 1990 to 1994

Managed twenty-one employees that supported a supply chain network of over

one hundred locations and customer service operations with a $40 million

annual operating budget. Negotiated third party vendor purchasing, storage

and processing agreements. Company representative on a major joint

venture. Implemented aTQM program that improved customer satisfaction and

reduced costs by 12%

Senior Business Analyst, Unocal Chemicals Division, Los Angeles, CA, 1986

to 1990

Provided recommendations to senior management that supported capital

allocation, cash management, budgeting and strategic planning decisions.

Accomplishments included:

. Completing studies on two major plant expansion projects that later

received $200 million in funding

. Identifying opportunities to reduce working capital that had potential

savings of $25 million

. Conducting "operate versus shutdown" analysis on manufacturing facilities

that saved $30 million

Planning Analyst, Unocal Corporate Planning, Los Angeles, CA, 1983 to 1986

Conducted internal consulting projects within several major operating

groups. Projects included identifying and recommending potential

acquisition and divestiture candidates, forecasting economic trends, and

providing marketing surveys and evaluations. Consulted in the launch of a

$5 million water purification business venture

Sales Representative, Unocal Petrochemical Group, La Mirada, CA, 1980 to

1983

Developed and maintained a $4 million sales territory. Duties included

implementing an annual sales plan based on company goals, gathering and

analyzing market intelligence, qualifying products for end users and

coordinating shipments. Consistently ranked as one of the top three

regional sales performers

EDUCATION

MBA Finance, University of Alabama

Post-graduate Studies, Biology, University of Alabama (Teaching

Assistantship)

BS Biology, University of Alabama

Continuing Education

Master Black Belt, Sigma Pro Black Belt, Qualtec

Web Enabled Reporting, Int'l Quality & Productivity Center DB2

Report Building, Cognos

Effective Contact Center Management, ICMI Strategic

Marketing, Ericson Communications

Strategic Planning, Case Resources

Purchasing, Contract Negotiation, Nahabit Associates

Statistical Analysis & Process Improvement, QualPro

Joint Ventures, UCLA

Merger Week, Northwestern University Strategic Selling,

Unocal

Project Management, IBM

Contact this candidate