Technical Program/Operations/Process Improvement Director
Resume:
Charles Scheid
Strategic Operational Leader
• *************@*****.***
• Denver, Colorado 80211
A seasoned Operations and Program Management leader with over 12 years of experience driving efficiency, optimizing workflows, and leading high-impact initiatives in fast-paced, SaaS environments. Proven ability to build and quickly scale blended cross-functional teams, implement data-driven strategies, and manage multimillion-dollar budgets to deliver operational excellence. Expert in process design, risk management, and integrating innovative systems that streamline operations, reduce downtime, and enhance both customer satisfaction and organizational performance. Recognized for transforming complex challenges into actionable solutions, fostering collaboration across departments, and delivering measurable results that align with business objectives. Ready to leverage a deep understanding of operations, customer engagement, and continuous improvement to bring immediate value to your organization. Technical Proficiencies
Software Development Life Cycle Product Delivery Enterprise Resource Planning Scrum Agile Kanban SAFe ZenDesk Salesforce Azure DevOps Jira Visio Logi MS Project Asana PowerBI Tableau Figma Visio MS Office Suite Google Apps Suite Structured Query Language Digital Infrastructure Organization Oral/Visual Presentations Areas of Expertise
Program Management Risk Management & Mitigation Strategies Budget Management & Allocation
Stakeholder Management Cross-functional Collaboration Process Design & Optimization
Client Satisfaction & Retention Customer Journey Optimization Change Management & Lean Development
Data-Driven Decision Making Operational Efficiency & Workflow Scalability Business Intelligence & Reporting Professional Experience
CG Infinity, Inc., Denver, CO 2023 – 2024
Manager 3
Directed and led a cross-functional team of nine onshore and offshore engineers, building and optimizing workflows from scratch to improve operational efficiency and scalability. Managed an annual budget of $2M to drive strategic initiatives that enhanced system performance, streamlined processes, and improved service delivery. Oversaw all program lifecycles, including risk assessments, resource allocation, and cross-department collaborations to ensure alignment with organizational goals. Spearheaded continuous improvement initiatives that increased team productivity and optimized the customer engagement process, significantly reducing response times and boosting overall operational effectiveness. Key Accomplishments
• Increased Program Revenue 25% by designing and implementing all team workflows and processes from the ground up, analyzing and optimizing them based on success metrics, resulting in improved efficiency and scalability.
• Increased operational performance by 170% in the under nine months by leading strategic projects focused on process optimization, creating SMART Goals, OKRs, and KPIs to track success via custom reports in Salesforce and Azure.
• Reduced OpEx costs by 38% after integrating Salesforce and Azure through a custom automated API, replacing a manual ticketing system, enabling real-time updates, and allowing for immediate analysis of trends, and resource capacity.
• Reduced response times by 97% by developing customer contact and SLA processes, creating a playbook to define expectations for interdepartmental workflows and responsibilities.
• Managed risk, resource allocation, and issue prioritization, dynamically adjusting resources based on team skill sets and operational needs to ensure optimal project delivery.
• Collaborated with cross-functional teams, including product, customer support, and operations, to align strategies with business goals and improve outcomes.
ExactBid, Inc/Environmental Data Resources/Lightbox RE., Chicago, IL 2017 – 2023 Client Services Team Lead
Directed a highly successful customer-centric team, cross-collaborating with Product, Development, Database, QA, Sales, and Marketing throughout the design and delivery of a multi-tenant system. Researched and deployed best-fitting technology solutions to improve capacity to serve customers, including Zendesk, HubSpot, Buffer, Solvvy, and Logi. Relaunched and transformed Salesforce Lightning after merger with EDR. Spearheaded Customer Success Team during Private Equity-funded merger with a primary competitor and subsequent platform transitions. Ensured continuous improvement by classifying and reporting meaningful KPIs/metrics as well as implementing automation solutions. Educated and communicated the best possible messages to clients for various platforms in coordination with Technical Writing staff. Key Accomplishments
• Increased departmental EBITDA by 2% YOY by serving as the primary sponsor for transforming a new technically oriented tiered support model with a focus on customer success.
• Decreased Level1 response errors by 77% by designating a communication plan, automations, and trigger systems, while leading and supervising a team of four representatives.
• Reduced ticket handling time by 84% by introducing Zendesk after a Salesforce migration using integrations to streamline workflow and customer interactions, saving the company over $52,200 annually in licenses.
• Decreased incident resolution periods by 13% YOY by employing new processes, workflows, and templates, which was ultimately adopted company-wide.
• Reformed antiquated SLAs and the quality assurance program, ensuring the highest levels for a team with a resource budget of $600k.
• Lowered ticket response times 93%, resolution times by 85%, and improved CSAT scores by 98% overall.
• Implemented support fees to subsidize support’s OpEx cost and increased annual departmental monthly revenue by $105k/$1.26M annually.
• Transformed and improved the entire knowledge base for internal and external use, leading to a 92% decrease in basic inquiry tickets. Quartix, Inc., Chicago, IL 2016 – 2017
Senior Support Analyst
Delivered support in enhancing software feature development schedules to devise customer satisfaction ratings index baselines by employing new customer feedback programs. Served as SME, Project Manager, and Business Lead for Electronic Logging Device Compliance, collaborating with Testers and the Software Development Team. Designed detailed forecast scenario models for predicting downstream impacts of newly released features and products. Reorganized the Service Call program by collaborating with national installation organizations. Attained unique knowledge of CAN, AOBRD, J1939, UTM, GPS, and Telecom Systems.
Key Accomplishments
• Decreased turn time by 19% YOY after restructuring ticket resolution processes and provided training to U.S. and U.K. Support branches.
• Supported the Sales Engineering Team by producing technical documentation on available products.
• Improved customer retention by 22% by optimizing the client interaction process, creating higher quality service and greater customer value overall.
• Decreased CapEx costs with third-party vendors by 39% and reduced customer attrition by 22% via development and implementation of a self-diagnosis system, standardizing installation and troubleshooting via a guide for customers.
• Lowered U.S. ticket resolution time by 31% implementing a data-driven system, reducing customer handling time by 25%.
• Actively contributed to execution of brand new nationwide Electronic Logging Device (ELD) system for new market segment of SemiTruck Logistics customers before launch.
Cursche, LLC., Chicago, IL 2014 – 2016
Business Developer
Conducted thorough risk evaluations and competitive analysis during initial stages of client’s company’s growth. Delivered change management services to clients in diverse industries, encompassing Pharmaceuticals, Healthcare, Light Manufacturing, Textile Manufacturing, Supplement Nutrition, Web and App Development, and Robotics. Directed and administered complex negotiations between key stakeholders, including clients, investors, and vendors for products and services. Education & Credentials
Business Administration
Colorado State University, Fort Collins, CO
Member of Sigma Phi Epsilon, C.S.U., and U.S.S.A Ski Team Project Manager Professional Certification
Certified Scrum Master
SAFe Certification (In Progress)
Additional Notes:
USPA B-License
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