**** ******* ****** ******-*** VEGAS, NV *****

PHONE 702-***-**** • E-MAIL ad2g8x@r.postjobfree.com

CHARLES A. DAVIS

SENIOR CUSTOMER EXPERIENCE EXECUTIVE /VICE PRESIDENT OF OPERATIONS

Versatile Operations Leader Specializing in Cross-Functional Excellence, Customer Journey Enhancement, and Sales Optimization. Proven track record of elevating relationships and maximizing Customer Lifetime Value (CLV) across on-site and remote landscapes. Adept at acquiring and championing Fortune 500 partnerships within the dynamic BPO sector, steering large-scale projects with a focus on in-house strategies, revenue amplification, and infrastructure refinement across diverse verticals. Uniquely skilled in propelling business growth and catapulting Net Promoter Score (NPS) to unprecedented levels in the evolving market landscape. My strategic prowess, analytical acumen, relationship cultivation, and culture-shaping proficiency empower teams to not only formulate effective strategies but also execute them seamlessly. Let's pioneer the future of operational excellence together!

HIGH ALTITUDE: QUALIFICATIONS

Proven ability and experience to lead large-scale (2,000+ employee), multi-site, global operations in-house, BPO, on-site, and virtually.

Operational and Sales (B2B and B2C) optimization that has resulted in each organization reporting double digit growth percentages in revenue while simultaneously improving EBITDA annually

Advanced problem-solving experience and capability; collaborator

Start-up experience and hands-on ability to create and scale customer experience operations and support from the ground up, leveraging standard operating procedure creation and implementation

Deliver industry-leading NPS and C-Sat scoring in the service industry (across multiple industries and verticals); recipient of various awards, including JD Power and Consumer Labs certification.

Vast knowledge of the contact center industry, including third-party service agreements/negotiations, client relations, staffing, telephony, call routing, contact center software offerings (to include vetting, negotiation and implementation), et al

Expertise in site design, business infrastructure (tech stack), vendor selection and implementation, construction oversight, and compliance.

Effectively manage and develop leaders and managers of others to ensure further ideological and performance alignment; 6 Sigma/LEAN driven.

Experience creating (projecting), maintaining/reducing, and executing multi-million-dollar budgets.

Proven ability to critically determine the leading and lagging indicators that drive success and desired outcomes, as well as convert them to actionable intelligence. Break/Fix and Stop Gap

Effective project management skills and proven execution at scale.

Exceptional communication skills and integrity, which I leverage to build company loyalty/culture and evoke highly effective behaviors in a diverse workforce. Ability to set well-articulated, synergistic, and targeted KPI goals that drive business objectives.

Executive Team EOS Management Level 10 leader, with P&L ownership;

Created a BCP that leverages technology and relationships to navigate any disruption, guided organization through pandemic to acquisition.

PROFESSIONAL EXPERIENCE

Quest Software / Questx (2019 – Present) Las Vegas, NV

Vice President of Operations and Service Provider Network

Executive Board Member, responsible for overall efficacy of all operational and network deliverables, performance, and profitability with direct reporting to Private Equity partners

Multi-site ownership and operations (domestic and international)

Enterprise client acquisition and retention; customer and client experience designer; program design and execution; Customer Success expertise

M&A due diligence, navigation and execution

Site design, business infrastructure, vendor selection, construction oversight

Talent acquisition, SOP creation and execution, AI and Self-Service design

Culture and Core Values Based environment creation and execution

Service Provider Network Executive overseeing the strategy, relationships, profitability, partnerships, and strategic execution of duties; 40,000+ providers

Life Extension Foundation Las Vegas, NV

Senior Customer Experience Director (inclusive of Operations)

Responsible for implementing and executing innovative operational strategies that promote the business agenda while maintaining and improving upon world class customer satisfaction (working closely with executive officers)

Isolate trends via data analysis (strong understanding of reporting needs and mining data), implement thoughtful and efficient resolutions while maintaining and enhancing the successes.

Cultivated and led a team of innovative health professionals (inclusive of doctors, nurses, wellness specialists, blood labs and retail stores) to deliver personalized health and wellness planning and support

Industry leading, award winning KPI’s and OKR’s

IBEW Plus Credit Union Las Vegas, NV

Contact Center, Retention and Business Development Manager

SITEL/ClientLogic Las Vegas, NV

Operations Manager (to include Account Management, Sales)

EDUCATION

Marquette University Milwaukee, WI

Political Science (w/minor in Philosophy)

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