Senior Professional with a diverse skill set

1. CHARLES MARGESON
2240 Latta Road | Rochester, New York 14612
Mobile: 585.683.4894 | Email: ChasMargeson@gmail.com
MANAGEMENT PROFESSIONAL WITH DIVERSE TEAM LEADERSHIP,
PROJECT MANAGEMENT, TECHNOLOGY AND OPERATIONS EXPERIENCE
ProfessionalProfile
Taskoriented and disciplined tactical workingleaderskilled atexecutingon thestrategic imperative.Sixteen
years of progressiveexperiencein operational roles callingfor theabilityto meld project management,team
building,process thinking and technologytodeliveringsolutions thatworkeffectively for business partners
and stakeholders.Bestsuited fortheright management/operationsrolevaluingfinessein managingpeople,
process and systems.
BusinessSkills
 Projectmanagement…projectdefinition/planning&functional specifications/evaluation.
 Call centermanagement…teamleadership,inbound/outbound, staffing,performanceanalytics,
performancemanagementand evaluation.
 Process analytics…businessprocessrequirements planning,processimprovements,performance
metrics,report design and analysis,and evaluation.
 Employee selection…recruitment,screening,hiring,onboarding,trainingand development.
 Systems management…ordermanagement,customercare,systemimprovements,usersupport,
training,documentationdevelopment and performancemanagement.
Technical Agility
InteractiveVoice Recognition
Skills-Based Routing
Avaya CMS
Avaya CCE
AspectWFM Software
Fiserv (DNA)
Verint® Call Monitoring
Cacti Call Monitoring
IBM® OnDemand
QlikView® ReportingSoftware
AS/400 OrderEntrySoftware
LivePerson Chat
PeopleSoftOrder Management
RightFax Fax ServerProducts
Salesforce.com
Tagetik
Various PChardwareand software
products
Select CriticalContributions
Projectmanagement.ContactCenterlead toupgradetheautomated telephonebankingsystemand WFM
system. Led two largeprojects essential tostabilizingand improvingtheoperationsoftheCustomer
ResourceCenter—efforts thatall but eliminated downtimeand realized an average15% increasein agent
calls perhour.
Program delivery.Transitioned a Canadiancall centertoU.S.operations.Hired and trained multi-lingual
agents,developed key processes,integrated systems &delivered the programon plan and on time—a high-
profileinitiativecontributing tobusiness growth anddevelopment.
Managementreporting.Designed,developed and distributed global customercareperformance results,
reportingkey customermetrics on a monthlybasis—a dashboard reportthatprovided a comprehensive
snapshotforuseat the seniorlevel.
ProfessionalHistory
ESL FederalCreditUnion (6/14-7/15) Rochester,NY
ContactCenterAnalysis Manager
Assessed,identified and implemented process improvement opportunities.Managed dailyschedulingand
delivered staffingreports and analysis. Analyzed phone/chatvolumes,trends and staffinglevels to
determine monthlyforecasting forall inbound activities.Developed and coordinated theproduction of
ContactCenterreports; providingkey business metrics and analysis tomembers of theleadership team.
Coordinated and assisted in preparing theContactCenter's annual operatingplan andbudgetvariance
reports.Led and participated in projects and technologyplanningefforts forkey functions ofthe Contact
Center.
 Specialprojects. ContactCenterlead for the automated telephonebankingsystem.Responsiblefor
testing,scriptingand issuedocumentation.Asignificantachievement consideringannual volumeof1.5
million calls with noserviceinterruption. Led theproject to upgradethe WFMsystem to the current
vendorversion.Included contractnegotiations,SOW approvals,technologyplanning,vendor
managementand training.

2. Charles Margeson | page2
Mobile:585.683.4894 | Email:ChasMargeson@gmail.com
Bausch+Lomb (12/98-10/13) Rochester,NY
ProjectLead & Senior System Analyst (3/10-10/13)…positioneliminatedinValeantdownsizing
Promoted to position leadingprojectmanagementinitiativesand supportingcustomerservicetechnologies
for the firm’s call center.Designed and validated businesssystemrequirements.Partnered with IT to manage
project definition,development,testing,training,documentation,supportand reporting.Provided key
business metrics and analysistomembers of the leadership team.Proactivelydrovebusinessprocess
improvements.
 System specification and design. Authored functional specificationsand led a customerfacing project
thatprovided in-officeorder entry abilities,usingUPCscanningtechnology,tobusinesses unableor
unwillingtopurchasevia theonlinewebsite. Tested usability,recommended improvements,created
trainingmaterial,trained thesales force& deployed the systemto 1,000 customers. Reduced fax orders
by 2%. Helped achievetheyearend objectiveof 80% electronic orders.Provided thecustomeran
additional easywaytodobusiness with Bausch+ Lomb.
 Computerconversion project. Led the chargeto convertfrom a virtual desktop platform to a laptop
platform.The projectstabilized call centersystems and provided theabilityto develop a remote
workforce plan. Systemstartup times of 5-6 minutes reduced to 1.5 minutes.Average talktime reduced
by 15%,improvingcustomerwaittimes. Additional benefits gained werethereduction in helpdesk
tickets and calls,batterypowered for use in contingencyplans,dual monitorcapabilities,singlesystem
profileand portability.
 Call centerreportingand analytics. Leveraged QlikView technologyto createand automatea first-of-
its-kind dashboardreportingsystemofreal-time information.Provided a completeview of agent
telephonymetrics,qualityscores,customer casecounts and errorreporting used in coachingsessions
and performancemanagement reviews. Saved 4 hours a weekof manual report processingtime.
System Support Manager (5/09-3/10)
Promoted to position managing all aspects oftheorder managementplatformfor CustomerService.
Identified and resolved system-related issues.Identified and implemented processimprovements.
Prioritized servicedesktickets,elevated critical issues and coordinated resolutions-resultingin team
member focus on key issues,whilemanagingtheoverall workload in a coordinated process.Managed
systemtrainings and communications.Coached,developed and evaluated members of a 4 person team.
Created and communicated annual objectives,performancereviews and IDPs.
Call CenterManager (12/04-5/09)• CallCenter Supervisor (1/04-12/04)
Promoted to both positions.Managed a group of24 employees that werepart of multiplecross-functional
teams focused on qualitycustomerservice performance.Managed inbound/outbound call activities and
workflow channels.Oversaw customersatisfaction thru qualitycallmonitoringand coaching. Analyzed call
volumes and trends,resultingin budgetarydecisions regardingstaffing needs toensureservicelevels were
beingachieved.Developed and evaluated teammembers. Created and communicated annual objectives,
performancereviews and IDPs.
 Specialprojects. Led the aforementioned Canada transition,includingintegratingall customerservices
functions underonenew roof—a significantachievementwith tighttimelines &cultural diversityissues.
 Process improvement. Managed a keyinitiativeinvolvingautomatingorderentryfrom manual
processes—achievingwell abovea 70% level of automation.
 System conversion. Served on the project team thatintegrated from a legacyAS/400 platformtoan
OraclePeopleSoftplatform—effectivelycreatinga global platformupon completion.
Call CenterTeam Leader (9/99-1/04)
Promoted to first-line-of-supportpositionsupportinga staffof100 CustomerServiceRepresentatives.
Answered questions pertainingtopolicies,procedures,hardwareandtechnical softwareinquires.Managed
employee schedules,vacation requests,seatingarrangements,timecards and computeraccess requests for
new,existingor exitingemployees.Managed all inboundand outbound call activity.
Call CenterCustomerAssociate (12/98-9/99)
Early Career History
Pizza Hut…Divisionof Pepsico
AssistantStore Manager (1/93-11/98)
Education & Training
New Hampshire College,BachelorofScience,Restaurant Management
Minor:Business
State Universityof New York (SUNY)atCobleskill
Associates Degree,RestaurantManagement