Charles Burns

Email: abpqpm@r.postjobfree.com

Address: *** ******* ****** ** *** 18170

City: Tallahassee

State: FL

Zip: 32301

Country: USA

Phone: 941-***-****

Skill Level: Management

Salary Range: $60,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

CHARLES G. BURNS

400 Capital Circle SE STE. 18170

Tallahassee, FL 32301

(C) 941-***-****

abpqpm@r.postjobfree.com

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OBJECTIVE:

Vice President/Director/ Manager Operations

PROFILE:

Results oriented professional with over 20 yearsaaa experience managing high volume call center/business operations. Possess excellent problem solving skills and a strong orientation in customer service/satisfaction, able to work under pressure in fast-paced, time-sensitive environments. Decisive and analytical while streamlining product systems to increase productivity, quality and efficiency, with proven ability to manage projects from planning through execution and completion. Experienced change agent.

EXPERIENCE:

XEROX - Affiliated Computer Services (ACS), Tallahassee, FL

General Manager/Call Center Director - May 2011 aaa Present

Developed a Center of Excellence (COE) for the state of Florida debit card service. Design and fully implemented a brand new call center for Xerox. Directed and managed the call center operations for a growling line of business.

aa Expanded operations to 20 additional out of state programs within one year for unemployment, child support and food stamp state assistance customers

aa Built state of the art facility with highly skilled staff, superior business tools, and highly productive training program

aa Achieved superior metric results:

aa Reduced unit cost by 37% with disciplined process review, technology utilization, structured training sessions and quality assurance call coaching

aa Developed technical help desk for the state of Florida email migration team

aa Added additional work teams to the COE which reduce rent expenses 22%

aa Establishing an out of the boxaa annual employee peer-awards program. Highly effective program incentives establishing the right organizational aaAattitudeaa to excel.

aa Developed non-debit card business programs at the COE for additional revenue growth

aa Implemented a very successful ABC (Activity Based Compensation) program for employees

aa Proven ability to give inspiration to corporate vision and develop excellent atmosphere of teamwork with focusing the corporate objectives and meeting organizational goals

Affiliated Computer Services (ACS), Tallahassee, FL

Consultant - Feb - Mar 2009

Developed project plan to install call center in Tallahassee to serve as back-up support for the Florida unemployment hotline. Assisted in presenting plan to Florida Legislation for bidding purposes aaa bid unsuccessful 2nd place

aa Consulted with Operations Executive team to develop project plan

aa Worked with HR and conducted interviews for prospective employees

aa Provided expertise on build out of new center

aa Budget analysis for bidding process

aa Labor planning and management, call forecasting Technology needs

aa Floor plan set-up (using existing facility)

aa Developed processes for problem resolution and coordination of activities between client and company personnel

Photo Station Florida, Sarasota, FL

Entrepreneur aaa Photographer aaa 2007 aaa Present

Planned, developed and managed all business development and customer management programs. Responsibility included market planning, competitive product planning, account management, new product launch

aa Developed all aspects of a successful business aaa catering to aspiring models, bridal parties, family portraits and real estate virtual tours

aa Authored competitive business plan, incorporating cost projections, revenue forecasts, business investments and marketing aaa product pricing and promotions

aa Built customer relationships and expanded customer base through client referrals, internet marketing and B2B cross promotion

aa Continually monitor customer service, product quality and established procedures to ensure customer satisfaction and continuous improvement

aa Photos have appeared in international magazines

Financial Insurance Management Corporation, Sarasota, FL

Vice President of Contact Center Operations - 2003 - 2008

Senior management responsibility for strategic planning, development, staffing, management and financial performance of member services call centers for a national motor club, multiple locations servicing the USA, Canada, and Puerto Rico. 10 managers and 200 call center employees on 3 shifts, and the 3rd party vendor handling benefits administration. $7 million annual budget.

aa Supported marketing, sales, client support and new business development activities to grow the business at a rate of 15% annually

aa Specialized in change management, building a culture of teamwork, safety and growth opportunities as well as peak performance metric tracking. Reduced employee turnover rate from 32% to 8% annually

aa Revitalized the organization by improving efficiencies and work flows, controlling costs and maximizing use of assets, resulting in a 22% reduction in operating expenses

aa Achieved service goals of 80% of all calls answered in 20 seconds through planning, monitoring, coaching for performance and enforcing systems, policies and procedures. Achieved call abandon rate of less than 2%

aa Maintained quality goals for customer service at 99% - completely satisfied customers

aa Skilled in new hire recruiting and training

CIGNA, Bethlehem, PA

Director of Call Center Operations - 1985 - 2002

Directed activities of team engaged in servicing the Life, Accident and Disability consumer, with staff of 10 direct managers and 350 call center associates at 3 sites on 3 shifts. Challenged to optimize performance, drive revenues and strengthen competitive market position using keen negotiating, problem solving and team building skills. Annual budget of $15 million

aa Earned reputation as an expert in client relationship management, traditional and emerging sales channels/techniques and high level project management

aa Introduced leading edge process, business, training and leadership competencies to facilitate positive change

aa Designed, set-up and launched a call center facility in Lehigh Valley, PA. Successfully maintained exemplary customer service levels during the introduction and explosive growth of the call center that serviced 3 million customers

aa Reorganized the customer service organization and improved service levels from 70% satisfied to 97% completely satisfied and maintained the improvements through monitoring and enforcing policies and procedures

aa Applied knowledge of series 6 and 26 licenses in serving as the registered principal for the division

aa Chosen as the lead project department manager for the divisionaaas E-commerce initiative

aa Designed and wrote the business project plan for the new product initiative (Group Universal Life Insurance)

aa Directed teams that consistently met or exceeded time service and call management goals of 80% of all calls answered in 20 seconds and call abandon rates of 2%

aa Streamlined operations and developed new processes by benchmarking best practices, new technology, and brainstorming creative solutions to reduce operating expenses at a rate of 5% annually

aa Directed the purchase of key third party vendor contracts for call center service products

aa Orchestrated team-building initiatives to improve collaboration across multiple locations that dramatically increased morale and contributed to realization of corporate turnaround management initiatives

aa Implemented Key Metric system to monitor operational performance

Colonial Penn Insurance Company, Philadelphia, PA

Manager Call Center Operations aaa 1975 - 1985

Lead operations team supporting multiple lines of insurance for the AARP and NRTA membership base of over 5 million accounts. Supervised 3 assistant managers, 12 supervisors, and 250 call center representatives on 3 shifts. Also managed 3 claims units, 75 claim unit processors and the 3rd party vendor relationships.

aa Supported the major lines of insurance administration - Health, Life, Auto and Homeowners

aa Introduced continuous improvement projects using Lean Tools to enhance performance

aa Increased productivity by 150%, reduced operating costs by 28%

aa Managed the AARP health claims unit for 4 years. Reduced claims turnaround time from 30 to 10 days with 97% accuracy level

aa Implemented Standard Operating Procedures (SOPaaas) for new product lines, providing strong product and business knowledge

aa Built top performing teams of individuals from diverse backgrounds and skill levels, training associates on both hard and soft skills including: lean processes, accuracy, cultural sensitivity, communications and interpersonal relations

EDUCATION:

Widener University, Chester, PA

BA Business Administration (GPA 3.5)

LICENSES:

NASD Series 6 and 26

Registered Principal 1998 - 2012

REFERENCES:

Available Upon Request

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An experienced Professional, with exemplary operations management skills

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