Customer Service Manager

Charles W. Schulze ***** Persimmon Blvd. Royal Palm Beach, FL

33411

561-***-**** Cellular • ***********@*****.***

Management • Employee Training and Development • Economic Development & Business Liaisons

Business Tax Policy • Contract Negotiations • Data & Research Development • Compliance Concepts

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Senior-level executive with comprehensive “hands-on” leadership and employee relations experience, in various

management roles. Distinctively combines analytic skills, business enterprise and relationship skills to deliver substantial

results. Mission driven guidance associated with progressive leadership skills; ensuring project success.

“Charles provides clear vision, effective communication, an ambition to succeed and the courage to stand by his principles. He

has always engaged customers and staff in decision making and his presence in the department made my administration tasks much less

encumbered by presenting, not only, non-compliance problems, but suggesting acceptable solutions.”

- Robert J. Phoenix, Chief Building Official, State of Florida

“Charles is an ideal candidate for a supervisory/ management position, as he has the skills needed to lead and be successful. I

believe he would perform in that role with equal professionalism as he does a code officer…his qualities and ability to succeed, make

him an exceptional candidate to serve in a supervisory/ management role.”

- Timothy Stillings, AICP, Village of Wellington - Planning & Development Services Director

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Performance Qualifications

• Vice President & Chief Operating Officer for a regional logistics company, while managing staff of 50

in a multi-location setting; effectively led a 600% growth of firm in my tenure. Have obtained growth

and profitability at each leadership position.

• Highly proficient in business strategy development, program execution, problem solving, productive

employee training and development and employee management.

• Well-developed listening, interpersonal, oral and written skills; effectively communicate with senior

executives, colleagues, team members and customers, achieving optimal outcomes with all parties.

• Extremely effective in maximizing the employee equity of a firm to fullest potential.

Career History

Planning Zoning & Building • Palm Beach County

Contract Certification Investigator, March 2014 – August 2014

Served as Licensing Investigator for Contractor Certification Department; initiating field investigations and researching

complaints of unlicensed contractors. Directed and initiated cases along with subsequent citations of contractors that

produced faulty advertising regarding unlicensed services to the public. Educated county residents on the importance to

hire licensed; professional contractors.

SELECT ACHIEVEMENTS

With a keen awareness of the importance of our mission, I compiled the highest capture rate in the department

along with the highest fines collected ratio.

• Produced in the 90 percentile of paid citations while using the highest degree of professionalism and tact

with respondents; a paid citation indicates the respondent understands the message being revealed and

their role in the process.

• Established increased productivity by modifying electronic record keeping; eliminating many of the hand

written documents.

561-***-**** Cellular • ***********@*****.*** • Page 2

Charles W. Schulze

Planning & Development Services • Village of Wellington

Code Compliance Officer - Business Tax Official, January 2011 – March 2014

Oversaw all aspects of the collections for Village Business Tax Receipts. Partnered with supervision to create a process

in meeting with various H.O.A. officials to demonstrate our processes and create a more productive flow of

communication and exchange of ideas. Working with some of the larger property owners in the Village to create a better

understanding of how a partnership to protect the aesthetic value of the community is in everyone’s best interest.

SELECT ACHIEVEMENTS

Eliminated 90% of Business Tax accounts with aging of five years or older.

• By meeting with all complicit business owners and fostering partnerships with the criteria of an

understanding of their social responsibility in paying taxes.

• Partnered with supervision in defining the Florida Statute pertaining to Business Tax which led to

enhanced processes to collection of taxes

• Achieved the C.E.P. (Code Enforcement Professional) designation by publishing a legal paper.

• Fostered a Business Services program to partner with business leaders to develop programs and more

importantly liaison with these leaders for city services.

Increased communication with the Villages many Home Owner Associations.

• Developed specific programs to meet with many of the Villages H.O.A. officers and members to

exchange ideas and create an enhanced process of communication and partnership.

• By instituting these partnerships we were able to minimize the need for regular parking enforcement and

open the communication for proactive property compliance initiatives. Each H.O.A. had a different range

of concerns; the specificity of each program tailored those needs and created a lasting partnership with

each.

Good Year Tire & Service Center • Royal Palm Beach

Service Manager, May 2010 – November 2011

Oversaw a staff of 13 mechanics and service personnel; providing a wide range of tires and automotive services.

Developed administrative techniques to minimize inventory shortages and increase profitability. Developed partnerships

with customers to institute a service calendar and reminder process in which their repairs could be better financially

managed by prioritizing their needs.

SELECT ACHIEVEMENTS

Completely modified inventory tracking initiatives that aided in locating $150,000 in missing inventory.

• Upon arriving at this location and under the direction of the store manager, we spent months eliminating

the stores $150,000 inventory shortage, which was entirely administrative in nature. There were no

further discrepancies thereafter.

Development of Customer Partnership Program was instrumental in raising service levels and consumer

confidence.

• The Customer Partnership Program developed historical high service levels and customer confidence.

Program was designed to foster consumer awareness of their needs and to foster a balance of those needs

between safety and financial. Only repairing what was needed under a safety requirement afforded the

customer a more conducive preventative maintenance process on a timely basis.

Charles W. Schulze 561-***-**** Cellular • ***********@*****.*** • Page 3

Community Development • Village of North Palm Beach

Code Compliance Officer - Business Tax Official, August 2006 – October 2008

Developed and instituted the Village’s first Business Tax collection process. Under guidance of the Department Director

this program was designed to not only collect the Village tax but enhance the billing process in order to eliminate late

payments and board process for collections. Further enhanced the safety of Village residents by proactively seeking

unlicensed and unpermitted construction work throughout the Village.

SELECT ACHIEVEMENTS

Erased an $185,000 Business Tax collection deficit in one year.

• Using enhanced techniques of customer service and a supreme understanding of the business community,

in less than one year we eliminated 100% of the past due taxes with friendlier collection processes.

• With a continuing partnership mentality, the following year’s taxes were all paid on time.

Increased safety measure with a concentrated effort on unlicensed and unpermitted activity.

• Following a condo fire in the Village, we instituted an enhanced program designed to eliminate

all unlicensed and unpermitted construction throughout the village. In a 14 month span we ceased $11

million of unlicensed and unpermitted activity found. Once this issue had been irradiated, we created an

education program designed for the residents to give them a better understanding of the potential danger

from this practice.

Premier Transportation Group, Inc. • Miami, FL – Baltimore, MD

Vice President & Chief Operating Officer, May 1995 – September 2007

Highly instrumental in developing the company’s first Proof of Delivery system combined with billing and aging formats.

Negotiated unique contracts that allowed our services to be tailored with the customer’s needs and pricing structures.

Instituted a company-wide safety program which resulted in zero employee injuries for eight consecutive years.

Developed customer service enhancements that allowed our business to grow nearly 600%. Directed the opening of our

second location.

SELECT ACHIEVEMENTS

The development of the organization’s first Proof of Delivery system with billing enhancements.

• From scratch, we completely designed and aided in the writing of the company’s first computer

Proof of Delivery system. Reports were generated from some 30 data fields. Some of these fields

included revenue, profit, specific entities such as consignee data, Etc. In 1996 this was cutting edge.

• The program was also integrated into a billing program that was also designed with the same

intuition in mind, to increase the speed in which data could be accessed and presented.

Employee safety action plan written and implemented.

• With portions of the OSHA book and other safety literature, we designed a safety package for all

employees, which still today is being immolated by others.

• Through the implementation of this safety package, with five accidents the year before, we went eight

consecutive years with zero accidents or injuries. With 50 employees in two locations, it was imperative

the safety policy was immediately adaptive and responsive.

Charles W. Schulze 561-***-**** Cellular • ***********@*****.*** • Page

4

Eagle Freight Systems, Inc. • Baltimore, MD

District Operations Manager, February 1993 – May 1995

Part of a 36 center nationwide air-freight company, this Baltimore location housed a staff of 30 administrative and driver

staff. Under my direction we had grown by three additional offices. Opening these locations allowed me to sharpen my

customer relationship skills and employee management techniques. We enjoyed two consecutive years with a top three

nationwide service ratio of on-time performance and a safe service record. Revenue growth and profit margin were in the

top five nationwide.

SELECT ACHIEVEMENTS

Was chosen by executive leadership to open three additional offices.

• With the enormous success of our Baltimore operation, corporate leaders forwarded me the pleasure of

continuing that success by allowing me to open offices in Washington – Dulles; Richmond and Norfolk.

• These offices exceeded revenue and profit projections 19 straight months. To go along with a 98.65%

On-time service ratio.

National corporate input on policy and philosophy.

• Was picked to serve on a national team of logistics managers to assist our Chicago office with a large

new customer roll-out at their location.

• Selected to chair of our regional safety team. This group ensured regional compliance of corporate safety

initiatives, while having vast input on company-wide safety procedures.

• Honored to serve as part of a nationwide managerial team that served to author a safety policy for

organization.

Charles W. Schulze 561-***-**** Cellular • ***********@*****.*** • Page 5

Career Development

Conferences / Seminars Attended

• Report Writing (2006) • FEMA – Multiagency Coordination System (2010)

• Communication Skills (2006) • FEMA – National Response Framework (2010)

• Legal Aspects (2006) • Parking Enforcement (2011)

• Property Ownership (2006) • Case Development (2012)

• Principles & Practices of Code Enforcement (2006) • Special Issues (2012)

• FEMA – National Incident Management System (2006) • Code Enforcement Boards (2012)

• FEMA – Intro to Incident Command System (2006) • Evidentiary Issues (2012)

• FEMA – National Response Plan (NRP) (2006) • Local Government Boards (2012)

• Performance Management (2006) • Mock Citation Trial (2012)

• Media Relations (2007) • Other Legal Options (2012)

• Records Management (2007) • Testifying and Demeanor (2012)

• Employment Laws (2007) • Mock Code Board Hearing (2012)

• Manager’s Role in Code Enforcement (2007) • Ethics (2006) (2010) (2011) (2012) (2013)

• Understanding the Government Workplace (2007) • Stress Management (2007) (2009) (2013)

• Florida Association of Business Tax Officials (2007) • Time Management (2007) (2009) (2012)

(2008) (2011) (2013) • Public Speaking (2007) (2009) (2012)

• Strategies for Positive Leadership (2007) (2009) (2013) • FEMA – Single Resource & Initial Action Incidents

(2006) (2010)

Education

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Florida Institute of Technology – Melbourne, FL Florida International University –

Miami, FL

BA MBA

Business Administration / Management December 2014

April 2013

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