Charles Lickly Email & Phone Number

Freeland, MI, US

Plano, TX / Freeland, MI

Provide highly specialized consulting services around the Oracle Service Cloud and Salesforce.com platforms to support implementation, upgrades, design, production support, sales & proposal support, as well as many other tasks.

Freeland, MI

Specialized development of IT solutions through the utilization of Microsoft Excel, VBA, and Visual Basic functionalities. Troubleshooting and enhancements to existing Microsoft Office based applications and processes.email: LicklySolutions@yahoo.com

Washington D.C. / Freeland, MI

• Variety of tasks around the RightNow CX platform
• Hands-on work configuring, customizing and implementing
• Works with business analysts to define requirements which correctly address business problems and provide sufficient detail to drive the proposed solution
• Prepare, write and review documentation for programs and systems

Midland, MI

• Design new and update existing Microsoft Excel based financial tools for one of the global business unit financial teams to improve efficiency and accountability for monthly statements
• Facilitate continued improvement of team members around Microsoft Excel by providing training and guidance on more advanced system functionality

Midland, MI

• Create, manage, and define global processes for Analytics, Inquiry Management, Customer Feedback, and Knowledge Management/Knowledge Base programs using the Oracle/RightNow system.
• Responsible for developing training and providing documented literature on defined processes globally, including working with regional sub-teams to ensure translations and training teams where appropriate.
• Responsible for leading the on-going development of new workflows and processes to improve all operations using the Oracle/RightNow system.
• Work with corporate Knowledge Management (KM) teams to design and improve processes to capture knowledge articles and assign appropriate levels of security based on knowledge type.
• Work with Customer Service teams to ensure that the Oracle/RightNow system is used to its fullest potential and to help coach on proper responses and workflows for said Customer Service teams based on previous.
• Work with SAP/CRM team to ensure proper synchronization of selected data between SAP/CRM and Oracle/RightNow.

Midland, MI

• Evaluated, managed, and harvested new sales and growth opportunities for existing products / new applications within the SAP/CRM system.
• Worked with channel partners to set up and maintain monthly opportunity updates that ensured both Dow Corning’s SAP/CRM system and the channel CRM system remained in synchronization around shared growth opportunities.
• Completed quarterly audits of sales data from channel partners to ensure that all opportunities and sales were documented and in the proper status.
• Developed a workflow and Microsoft Excel based tool around channel price support reconciliation that reduced the time to do a full reconciliation from 1-2 days (depending on number of supports) to less than 15 minutes..
• Worked with both end-customers and channel partners to ensure that the business need was captured and the recommended solution was viable and correct.
• Worked at various industry tradeshows as a technical representative/consultant for both Dow Corning and attending channel partners.

Midland, MI

• Performed process optimization experiments on existing products and processes in efforts to improve yield, reduce waste, and evaluate alternative chemistries and raw material suppliers.
• Used Six Sigma / Design of Experiment (DOE) practices for various optimizations to ensure proper variables and factors were evaluated.
• Performed various scale-up operations and adjustments in efforts to move optimized products/processes from lab scale to pilot plant scale to small production scale and finally to full production scale.
• Ensured that proper safety protocols were followed for various labs within Process Engineering labs.
• Worked with global teams to identify and were able to resolve product issues.

Hemlock, MI

• Oversaw and managed operators in the process of manufacturing polycrystalline silicone for electronics and solar industries.
• Responsible for building operation and safety of equipment and workers.
• Assist in identifying and resolving quality related issues
• Perform and oversee routine and yearly maintenance work

Midland, MI

• Helped design an inline sensor for use in the Saran polymer manufacturing (before that business was to sold to S.E. Johnson)
• Evaluated and modified surfactants (oil/water, water/oil, oil/oil) for various uses based on the desired interfacial rheology.
• Developed along with team various sensors used for monitoring microbial concentration in a wastewater system and particulate concentration in batch system to achieve optimum levels.

Bachelor Of Science, Chemistry

Bachelor in Chemistry

Chemistry

Chemical Engineering

Chemical Engineering

Chemical Engineering

Release Version - November 2016

Certified Implementation Specialist

Winter `19 Release

• Certified Administrator • Certified Service Cloud Consultant

Spring '18

• Certified Email Specialist