Charlie Scheid Email & Phone Number

Denver, Co, Us

Denver, Colorado, United States

Head of Production Support - Oil, Gas, and Renewables Direct and lead a blended cross-functional SaaS Consulting and Engineering team of nine onshore and offshore reports, building and optimizing processes, protocols, workflows, and policies from scratch to turn around departments and increase scalability. Manage an annual budget of $2M to drive strategic initiatives that enhance system performance, streamline processes, and improve service delivery. Oversee all aspects of project lifecycles, including risk assessment, resource allocation, and cross-department collaboration to ensure alignment with organizational goals. Key Accomplishments: • Designed and implemented all team workflows and processes from the ground up, analyzing and optimizing them based on success metrics, resulting in improved efficiency and scalability, increasing program revenue by 25% in under a year.• Established communication and collaboration protocols with cross-functional B2B/B2C teams, including product, customer support, and operational excellence, to decrease operational inefficiencies and improve business outcomes.• Led strategic projects focused on process optimization, creating SMART Goals, OKRs, and KPIs to track success via custom reports in Salesforce and Azure, which directly increased operational performance by 170% in the last three quarters of '23.• Improved customer contact and SLA processes, reducing response times by 97% by creating contact forms and a playbook to define expectations for interdepartmental workflows and responsibilities. • Managed incident backlog prioritization and resource allocation, dynamically adjusting resources based on team skill sets and operational needs to ensure optimal project delivery.

Denver, Colorado, United States

Directed a highly successful customer-centric team, cross-collaborating with Product, Development, Database, QA, Sales, and Marketing throughout the design, delivery, and support of a multi-tenant system. Researched and deployed best-fitting technology solutions to improve capacity to serve customers, including Zendesk, HubSpot, Buffer, Solvvy, and Logi. Spearheaded change management for the Customer Success Team during Private Equity-funded merger with a primary competitor and subsequent platform transitions. Ensured continuous improvement by classifying and reporting meaningful KPIs/metrics as well as implementing automation solutions. Educated customers via a knowledge base built from the ground up in coordination with Technical Writing staff.Key Responsibilities:• Served as the primary sponsor for transforming a new created technology-focused, tiered support model for customer success, increasing departmental EBITDA by 2% YOY• Decreased Level1 response errors by leading and supervising a team of four representatives, including managing business and industry education• Reduced ticket handling time by 84% by introducing Zendesk after a Salesforce migration using integrations to streamline workflow and customer interactions, saving the company over $52,200 annually in licenses• Decreased incident resolution periods by 13% YOY by employing new processes, workflows, and templates, which was ultimately adopted company-wide• Reformed antiquated SLAs and the quality assurance program, ensuring the highest levels for a team with a resource budget of $600k• Designed automated intake responses, lowering ticket response times 93%, resolution times by 85%, and improved CSAT scores by 98% overall• Implemented support fees to subsidize support’s OpEx cost and increased annual departmental monthly revenue by $105k/$1.26M annually• Transformed and improved the entire knowledge base for internal and external use, leading to a 92% decrease in basic inquiry tickets

Chicago, Il

Delivered tiered support and enhanced software feature development schedules to devise customer satisfaction ratings, while establishing baselines by employing new customer feedback programs. Acted as Subject Matter Expert, Project Manager, and Business Lead on Electronic Logging Device Compliance. Designed detailed forecast scenario models for predicting downstream impacts of newly released features and products. Reorganized the Service Call program by collaborating with national installation vendors. Attained unique knowledge of CAN, AOBRD, J1939, UTM, GPS, and Telecom Systems. Key Responsibilities:• Restructured ticket resolution processes and provided training to U.S. and U.K. Support branches, decreasing turn time by 19% YOY.• Supported the Sales Engineering Team by producing technical documentation on available products, decreasing demo time by 89%. • Improved customer retention by 22% by reforming the client interaction process, increasing service quality and greater customer value overall. • Decreased CapEx costs with third-party vendors by 38% and reduced customer attrition by 22% via development and implementation of a self-diagnosis system, standardizing installation and troubleshooting via a guide for customers. • Lowered U.S. ticket resolution time by 31% implementing a data-driven system, reducing customer handling time by 25%.• Actively contributed to execution of brand new nationwide Electronic Logging Device (ELD) system for new market segment of SemiTruck Logistics customers before launch.

Chicago, Il

Conducted thorough risk evaluations and competitive analysis for clients during the initial stages of their company’s growth. Delivered change management services to clients in diverse industries, encompassing Pharmaceuticals, Healthcare, Light Manufacturing, Textile Manufacturing, Supplement Nutrition, Web and App Development, and Robotics. Directed and administered complex negotiations between key stakeholders, including clients, investors, and vendors for products and services.Key Responsibilities:• Business Planning & Canvassing• Launch & User Acquisition• Growth & Containment• Sales Consultation & Training• Corporate Restructuring & Change Management• Competitor Personas • Lead Generation• Brand Identity • Core Ideology Development • Marketing Plans

Frankfort, Il

Genesis Pharmaceuticals developed a revolutionary line of medical devices specific to the wound care industry. The vision was simple: Heal the world, one wound at a time. To accomplish this, I was brought on to organize the initiative to help educate both clinicians and their patients about wound care, as well as raise seed capital. Genesis encountered a great deal of challenges along the way and in the wake of Obamacare's downsizing, the company's momentum was pulled to a halt.

1709 W Chicago Ave

Building from the ground up, I wore every hat possible while at Reach. Adaption to a swiftly moving industry was essential. I handled sales, operations, marketing, event management, client services, community outreach, political/community relations. As this was a small business, the learning curve in a saturated market was advanced but the experience gained during my tenure here was invaluable.

Bensenville, Il. (Main Office)

During this small brand's explosive growth, I was brought onboard to facilitate increasing sales and further develop revenue streams. I accomplished solidifying their infrastructure, and managed assets, as well as negotiations of new physical acquisitions. By the end of my involvement, ASC had acquired $5.3M in assets and was on target for $2.3M in sales for Q4 in FY2014.Unfortunately, the founders were unable to predict the loss of insurance coverage for this industry for all similar ventures. Without the ability to insure their assets in a financially sensible manner, they had to vacate.

Schaumburg, Il

My responsibilities included sales, client management, and product knowledge.