Annette Charles Email & Phone Number

Dallas-Fort Worth Metroplex

Dallas/Fort Worth Area

Leader of south and western territories spanning 24 states. Responsible for achieving revenue target of 120M. Manage a team of 7 direct reports and 150+indirect reports serving over 20K students in nonpublic and public schools. Develop a strategic plan for optimal renewal of contracts for the territory each year. Collaborate with President of Division on generation of new business.Maintain customer relationships with school districts and non-public school leadership.Collaborate with sales and marketing teams on product development and new customer rollouts.

Dallas/Fort Worth Area

Leader of Southern region, providing guidance to three direct reports responsible for educational services.Responsible for overall service quality, client satisfaction, promotional activities and profitability of region. Manage a $8M budget; ensuring all business objectives are met. Develop and lead growth initiatives within territory.Collaborate with Territory Vice President of region on strategic plan for optimal contract renewals and generation of new business.

Dallas/Fort Worth Area

Responsible for range of instructional services provided to students in Texas, Oklahoma and Louisiana. Ensure overall service quality including student academic gains, revenue growth, expense management, and client satisfaction of assigned programs.Operate a $12M budget, ensuring regional target EBITDA attained.Oversee program effectiveness through supervision of Regional Director and area supervisors to ensure the direct service team functions well and program goals are attained.Collaborate with School Partnerships Director on sales and territory expansion.Oversee recruitment, selection, evaluation, retention of staff members.

Responsible for leading 75 management employees and 1,100 associates providing directory assistance services to over 500,000 customers daily. Ensure district-wide delivery of service excellence for a complex customer base: wireless, wholesale, and retail markets. Accountable for $48M annual expense budget. Maintain 24x7 services, while managing costs and human resource commitments. Manage multiple labor contracts and unions. Demonstrate success working within regulated requirements to consistently provide outstanding customer service.

Provide overall support to Executive Director for Western/Southern Operations, with considerable focus on customer satisfaction, fiscal accountability ($95M annual expense budget) and profitability. Customer groups included retail, wholesale, and wireless customers throughout the United States. Serve as liaison between field directors and staff support organizations for coordination of field initiatives impacting 20 locations throughout seven (7) states. Represent Executive Director on various projects/teams including Expense Optimization, Customer Care and Intentional Performance Team, Attendance Improvement. Stand in for Executive Director during absence and assumed all responsibility for organization. Collaborate with Operations Support, Force, Finance, Human Resources, Marketing and Technology on initiatives impacting operations. Partner with leadership at all levels within the organization to improve service delivery and positively influence results.

Responsible for the planning and management of activities related to employee communications, customer service delivery and cultural initiatives. Support call center management in the development, deployment and operations of employee support programs. Serve as focal point for program implementation by defining and interpreting requirements and resolving performance issues. Develop and distribute quarterly newsletter.

Responsible for the development and supervision of 65 staff members and 600 students. Collaborate with principal to plan and implement district curriculum. Facilitate meetings with teachers, while monitoring student progress. Implement programs to track and correct student discipline. Coordinate the distribution and processing of standardized tests. Interact with parents and community organizations that enhanced student learning and retention, and fostered a positive school environment.

M. Ed, Education Administration

M. Ed, Curriculum And Instruction

Bachelor Of Science (B.S.), Business/Corporate Communications