Charles Camack Email & Phone Number

Bedminster Township, Nj, Us

Bedminster, New Jersey, United States

Gain Capital Group LLC./Forex.com Bedminster, NJ June 2016-Present Senior Manager, WorkForce- Foreign Currency Market/Spot FX Markets/CFDs/Futures• Statistics Interval Pattern Reporting for Client Management and Operational teams.• Set SLAs, KPI’s, and deliver real time dynamic reporting.• Ensure consistent training, new hire and continuing education, for all Client Management and Operational teams around the globe.• Manage Global licensing requirements for Client Management Teams. • Anticipated and met short- and long-term needs for 4 call centers, around the globe, fielding ~1.25 million contacts annually by providing cost-effective management of Forecasting Budgets and Occupancy Rates.• Ensure all teams are compliant with regulatory rules, based on regulatory regime of entity being serviced. Regulatory regimes include: NFA, CFTC, FCA, IIROC, and ASIC.• Manage reporting of Qualitative Analysis.• Manage Quality Assurance Teams.• Facilitated International Growth & Expansion across the USA (NJ, NY), UK (London, Truro), AU (Sydney), China (Shanghai), Poland and Singapore.• Managing in a global environment. Direct reports from 3 different continents, across 5 international offices.• Managed integration of teams and data through several mergers and acquisitions.• Increased efficiency, through improved training and increase automated solutions.• Introduced automated chat bots to answer client inquiries. In both English and Chinese.• Introduced data mining tool for chats – allowing for in depth, real time analysis of customer inquiries and customer satisfaction.• Developed an objective, qualitative, and quantitative compensation structure for global operational teams.

Gain Capital Group LLC./Forex.com Bedminster, NJ Nov. 2008-2016 Client Services Supervisor/Manager- Foreign Currency Market/Spot FX Markets• Managing 7 Global Call Centers (FX, Futures, CFD’s)• Ensure 96% answer rates/60 Seconds• Manage Vendor Relations (Cisco. LivePerson,SalesForce)• Multi-tasking with excellent written and verbal skills• Supervisor for US, UK, Australian, and Canadian Call center• Assisting clients who were not satisfied with assistance from a representative• Customer service and correspondence (phone, live person chat, emails)• Manage heavy inbound and outbound call volume on a daily basis• Assisting Institutional Client, including IBs, money managers, and white labels• Interact with general operations and new accounts team to trouble shoot and resolve various client issues • Strive for one-call resolution of client issues

Juris Doctor

Bachelor'S Degree, Business Administration And Management, General, Graduated