Customer Service Sales

CHARLES C. ATKINSON

********@**.**.*** 972-***-**** - H

The Colony, TX 75056 214-***-**** - C

Call Center Manager / Sales Center

Visionary - Proactive professional - Strong business leader - Recognized for maintaining a successful track record of

improving business operations and turning poor performing business’s into “First Class” award winning operations -

Acknowledged as a global leader in building and maintaining excellent professional relationships with C-Level executives -

Seeking a position in Sales Management.

KEY STRENGTHS

Strategic Operations Management Planning

Policy & Process Development

Executive Leadership Management Training

Vendor sourcing & Negotiating

Budget Allocation Management and Control

Team Builder & Staff Training

ITIL Training

CAREER TRACK

CITY OF DENTON, Customer Service Manager 2003 to 2008

(Municipal Utility – Population of 105,000 providing Electric, Water, Waste Water, Solid Waste and Drainage utility services to its

citizens)

Plans, directs, and coordinates city policies, procedures, and ordinances in support services with direct communications to division

Directors as required. Oversee staff of 95 personnel responsible for Cash Handling, Billing, Collection, Statistical Analysis,

Benchmarking, Telemarketing, Customer Call Handling, Performance Evaluation, Employee Career Growth, Budget allocation and

Management.

Re-designed department Call flow process to provide faster and more efficient service to external customers, ultimately

improving call handling by 50% the first year.

Monthly, interacted with community leaders for continued improvement of various programs and policy initiatives.

Lead a team of senior staff, along with IT professionals to develop and implement a new utility billing system that yield a

30% increase in billed revenue by 2006.

Managed the collection of 81% of City’s revenue ($211M annual average) with 3-6% increase annually.

Prepared reports and presented to the City’s, Public Utility Board and City Council policy changes and revisions.

IBM, Sr. Sales Operation Manager 2000 to 2003

(The world’s second largest technology company, generating $103.6 billion in revenues who develops, manufacturers, and sells

advance information processing solutions, including information (IT) services, software, computer hardware, and

microelectronics technology)

Partner strategically with key clients to identify growth, cross-sell and retention opportunities - Direct strategic, customer specific

initiatives, which deliver "value added" services through the execution of client specific business plans - Expand our account

penetration for existing customers - Coordinate and influence superior customer service delivery by developing and maintaining

strong intercompany relationships - Establish and maintain "strong and appropriate" level relationships with customers and

consultants - Presented feedback to executive level management on market trends as represented by our clients. Managed

sales forecasting, statistical reporting, coaching and performance evaluations for eight Business Unit Executives and six software

support staff, supporting national accounts in the Media & Entertainment, Utilities and Communications industries.

Atkinson, C.

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IBM, Senior Territory Sales Executive 1998 to 2000

(The world’s second largest technology company, generating $103.6 billion in revenues who develops, manufacturers, and sells

advance information processing solutions, including information (IT) services, software, computer hardware, and

microelectronics technology).

Aggressively marketed to local and national accounts to revitalize the launch of new product hardware and software technology

for customers in the Retail, Industrial and Textile industries. Major accounts included: Target, Wal-Mart, GE Harris, GE

Westinghouse, Rayonier, YKK, and Intersil. Presented service offerings, negotiated contracts, managed back-log and sales

revenue.

Developed a roadmap which provided for $9 Million dollars in sales revenue 1999 compared to $5.5 Million in 1998.

Consistently exceeded $560,000 monthly revenue quotas by 115% to 135%.

Handpicked to cover traditionally unprofitable territory and grew monthly revenue by 25%.

Voted by peers as “Producer of the Month” in 1999.

Closed an $18 Million dollar national Personal Computer bid with a national Telecommunication vendor in 1999.

DALLAS MORNING NEWS, Customer Service Manager 1993 to 1998

(A public company categorized under news paper and printing: subsidiary of BELO Corporation)

Managed day-to-day operational duties and processes with a staff of 22 direct reports and 88 subordinates in

functional areas to include but not limited to: retention sales, budget analysis and control, call center customer

handling, accounts payable and receivables, telesales, business volume forecasting, customer complaint resolution,

staff performance, evaluations and training.

A sked to develop, and delivered a “first-time” disciplinary policy for the department which was sanctioned by

company HR department and through department surveys, increased morale by 82% in 1995.

D eveloped and managed statistical analysis to reduce return newspaper volume by 15%.

Managed a team to develop and implement a new Automated Call Distribution (ACD) and Interactive Voice Response

(IVR) system, which ultimately improved employee morale and customer satisfaction by 91% in 1996.

Recognized as the best Customer Service Manager by BELO Corporation, parent company of DMN in 1999.

PREVIOUS EMPLOYMENT

IBM CORPORATION, Dallas, Texas, Administration Operations Manager

AWARDS

Recognized by Executive Leadership Management peers for re-writing department performance appraisal tools which led

to the reduction of the department’s personnel issues from 75% to 5%

Recognized for implementing “Best Practices” in Business Management Training Programs.

Ranked nationally as one of the top ten Operations Managers.

Top sales award winner, “Golden Circle”.

Received “Presidents” award for 151% increase in sales attainment for three consecutive years.

EDUCATION

Western Michigan University, Master of Public Administration – MPA

Ferris State University, Bachelor of Science in Business Administration - BS

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