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Manager Management

Chandler, Arizona, 85286, United States
May 28, 2010

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Charles C. Davis

**** *. ******* **** #**** Chandler, AZ 85286

cell: 214-***-**** ? e-mail:

Professional Experience

Operations Manager


Reina, Bates & Kowalski

. Provided project management and support to upgrade call center

telephony, document management, and network infrastructure for the

largest immigration law firm in Texas

. Responsible for IT support for satellite offices in Illinois,

Missouri, Texas, and Mexico

. Worked with outside vendors to provide network site analysis and

best practice recommendations to improve network stability

. Mapped processes and created policy and procedure documentation for

IT, Help Desk, and Purchasing departments

. Created Help Desk to improve internal customer service and


. Streamlined purchasing by implementing 3rd party vendor online

ordering system

. Created call flowcharts in Visio and met with vendors to provide

new telephony solutions

. Determined document retention, search options, and storage needs

for future firm growth

Operations Manager


Green Shield Financial, LLC

. Responsible for Client Services, IT, HR, Payroll, Accounting, and

Facilities for start-up

. Created initial business plan, projected growth models, and P&L


. Set-up initial client ACH drafting process and cash flow monitoring


. Conducted vendor management for purchase as well as set-up of

telephony network, computer network, third party web hosting, e-

mail software, and fax software

. Utilized QuickBooks Pro for A/P, A/R, cash flow tracking and

balance sheets

. Maintained ADP online employee payroll software for 40+ employees

. Acted as company liaison with outside General Counsel, payroll

service, and CPA to ensure company compliance with state and

federal laws

. Provided orientation and new hire paperwork for employees and


Chief Operating Officer (COO)


Credit Solutions

. Provided strategic planning and operational support for a start-up

call center environment with organizational growth from 120 to 750

employees in 2 1/2 years while maintaining consistent increase in

revenue and profit

. Responsible for IT, Help Desk, Contracts Analysis, Project

Management Office (PMO), Quality Assurance, Workforce Management

and Facilities departments

. Completed business analysis, project management, UAT and training

for a 45-day rapid implementation and GUI design to transition

8,000 clients to a new CRM

. Completed business analysis and project management for website

updates including integration with CRM

. Improved document management through integration of Systemware

image repository with existing SalesLogix CRM and streamlining data

entry forms

. Increased contract processing by 150% in less than 6 months without

increasing staff

. Conducted vendor management and calculated ROI for technology

purchases including co-location with offsite data center

. Created Project Management Office (PMO) to streamline project


. Worked with JD Power's Award auditors to qualify for the JD Power's

Award for "Outstanding Customer Experience" for our call center

Strategic Business Unit Manager


Affiliated Computer Services (ACS)

. Provided document management solutions for Big 3 automaker and

mortgage clients

. Responsible for $1 million dollar annual budget for business unit

including revenue forecasting, staffing needs, technology

improvements, and overall monthly P&L

. Earned President's Award for last business unit for exceeding

company profit expectations by 10% for two consecutive years

resulting in client contract renewal worth $4 million in revenue

for ACS

. Completed back-file conversion at client site in Philadelphia

utilizing local talent and a self-contained network to provide

daily back-up to digital tape for shipment to client HQ

. Provided operational support and process improvement for document

management implementations in Des Moines and Jacksonville

. Supported test clients for ACS proprietary digital image repository

offering remote access to clients for images stored on the ACS


. Utilized financial models for project implementations to ensure

budget was maintained and client SLAs would be met including on-

demand requests and 24-72 hour turnaround

. Acted as client contact for project planning, problem resolution,

and sales opportunities

Shift Supervisor



. Supervised 50+ employees performing data entry from check images

and quality control for outsourced document imaging services for

banking client

. Completed troubleshooting of in-house data entry application to

provide feedback to development team and communicate bug fixes to


. Analyzed reports to determine production goals, gain/loss of

revenue, and staffing needs

. Scheduled shifts, monitored employee attendance, and tracked

employee production

. Responsible for training and orientation of new employees

. Assisted management with structuring, incentives, goals, and future



. Sage SalesLogix CRM . IBM Content . IEX - WFM

. Microsoft Visio Manager . Avaya Telephony

. Microsoft Project . Kofax Ascent . NEC Telephony


. Nortel Telephony

Awards, Recognition and Charities

Employee of the Quarter - ACS National Dean's List

President's Award - ACS Meals on Wheels

Phi Theta Kappa Honors Society


Texas A&M University - Commerce

Bachelor of Science in Business Administration (Expected Graduation: 2011)

Richland Community College

Associate in Arts

Massachusetts Institute of Technology (MIT) - Sloan School of Business

Completed two-day course on Managing Technical Professional and


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