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15 years of experience in the support and services industry focused on process improvement and client satisfaction. Experienced in both Call Center and Help Desk implementations and operations locally and near shore, contractual negotiations including pre-sales negotiations, delivery of client contractual SLA’s including reporting structure.An effective problem solver with unique ability to think analytically and creatively, Self-starter with ability to excel under minimal direction. Excels in collaborative as well as leadership roles. Proven success at talent development while driving quality initiatives and exceeding client satisfaction goals.
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Operations ManagerHeadway Workforce Solutions May 2016 - May 2018Raleigh-Durham, North Carolina AreaReporting to the Program Manager, the Operations Manager is responsible for developing team members in Core Operations who can effectively support recruiting services by successfully transitioning new employees. This includes ensuring documentation of training material including maintaining process and procedures that are audited for accuracy and process improvements. Additionally, the Operations Manager provides communication and reporting of project resourcing including status of onboarding… Show more Reporting to the Program Manager, the Operations Manager is responsible for developing team members in Core Operations who can effectively support recruiting services by successfully transitioning new employees. This includes ensuring documentation of training material including maintaining process and procedures that are audited for accuracy and process improvements. Additionally, the Operations Manager provides communication and reporting of project resourcing including status of onboarding hires and sourcing trends. Show less -
Consulting DirectorAstadia Mar 2005 - Jan 2016Reporting to the Vice President Customer Care practice, managed the Raleigh delivery center. Duties included oversight of facility operations including vendor relationships, HR oversight, assisting in sales development and negotiations, hiring, training/development, quality, financials and contractual client service levels. Objective to deliver an efficient, quality service exceeding productivity goals while creating an atmosphere of growth with positive employee satisfaction. -
Operations ManagerAjilon Mar 2003 - Mar 2005Raleigh-Durham, North Carolina Area• Managed the build out of operations in Raleigh, NC supporting three new clients• Facilitated initial hiring and ongoing new hire development strategy including a new hire handbook• Created “TSOM” or technical support operation manuals for each client depicting a plan on how operations are run including DRP plans, incident management, knowledge management and reporting• Development of team leaders along with a philosophy and process of future leader development• Developed a… Show more • Managed the build out of operations in Raleigh, NC supporting three new clients• Facilitated initial hiring and ongoing new hire development strategy including a new hire handbook• Created “TSOM” or technical support operation manuals for each client depicting a plan on how operations are run including DRP plans, incident management, knowledge management and reporting• Development of team leaders along with a philosophy and process of future leader development• Developed a communication strategy for our clients providing current team performance and initiatives on how Ajilon would improve the service moving forward• Created a positive work atmosphere through goal setting recognition and team events Show less
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Help Desk ManagerAjilon Consulting - Idea Integration Jul 2002 - Feb 2003Allentown, Pennsylvania Area• Ensured team meets or exceeds client contractual quality and production standards.• Identify escalated call issues that impact the case processing.• Actively participated and facilitated weekly client/management meetings.• Updated staff on current initiatives and issues through team meetings and daily briefings.• Prepared reviews of individual performance and delivered performance programs• Monitored calls and calibrated with client to ensure quality and accuracy of the… Show more • Ensured team meets or exceeds client contractual quality and production standards.• Identify escalated call issues that impact the case processing.• Actively participated and facilitated weekly client/management meetings.• Updated staff on current initiatives and issues through team meetings and daily briefings.• Prepared reviews of individual performance and delivered performance programs• Monitored calls and calibrated with client to ensure quality and accuracy of the information provided. • Implementation of new services, products, process improvement, and initiatives for the client• Participated in the interviewing process and providing recommendations for employment. Show less
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Business AnalystProductivity Point International Jul 2001 - Jul 2002Allentown, Pennsylvania Area• Ensured team meets or exceeds client contractual quality and production standards.• Identify escalated call issues that impact the case processing.• Actively participated and facilitated weekly client/management meetings.• Updated staff on current initiatives and issues through team meetings and daily
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Frequently Asked Questions about Charles Harwick
What is Charles Harwick's role at the current company?
Charles Harwick's current role is Currently Seeking an Opportunity.
What is Charles Harwick's email address?
Charles Harwick's email address is ch****@****orp.com
What is Charles Harwick's direct phone number?
Charles Harwick's direct phone number is +1.888.296*****
What skills is Charles Harwick known for?
Charles Harwick has skills like Human Resources, Talent Management, Pre Sales, Shared Service Center, Customer Service, It Service Management, Service Delivery, Managed Services, Professional Services, Staffing Services, Customer Support, It Outsourcing.
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Charles Harwick
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Charles Harwick
Hemet, Ca
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