Charles Cummings Email & Phone Number

Columbia, Md, Us

Columbia, Md, Us

Designing and building a cross-functional team to deliver a seamless One Tenable experience, empowering our customers to understand and reduce their cybersecurity risk.

San Jose, California, Us

• Supported internal and outsourced Sales and partner-facing teams globally.• Designed new internal sales support query process to eliminate multiple points of entry and bottlenecks, improving improve request resolution flow between multiple in-house and outsourced teams; this brought partner and sales rep request turnaround time from one week to 95% same-day response with 98+% first-contact resolution.• Designed and led Sales Support Team training in US and India to grow a “can-do” and “one team” culture.• Supported Gainsight integration into existing Salesforce.com implementation.

San Jose, California, Us

• Moved Global English Call Center from outsourced team in Philippines to in-house team in India, resulting in net cost savings and expanded flexibility; transitioned QA team to new team with new global QA leader; supported Customer Retention move from Order-to-Cash to Sales units.• Designed and led new hire training and certification for Symantec and Veritas Customer Retention teams, supported Veritas Customer Retention through Symantec/Veritas separation in 2016 and BlueCoat integration 2016-2018.• On-site support creating new Latin America/South America Customer Care team in São Paulo. Team was high-performing with 90+% CSAT scores within six weeks.• Designed comprehensive learning blueprint for team skill progression across a broad set of internal specializations, enabling employee growth and internal progression.• Led training team in designing and providing new training, improving turnaround times, accuracy, and CSAT scores; this also enabled better hiring of Customer Retention team members to Symantec’s Sales and Technical Support teams, keeping knowledge and expertise in-house.• Resumed leadership of global Quality Assurance team, transitioning team from focusing on team member QA reviews to holistic view of QA as a function of training, using reviews to identify gaps and providing training and process improvement suggestions, again lowering QA/supervisor/agent conflict and raising CSAT scores by 6%.

San Jose, California, Us

• Led Customer Care team serving North and Latin America as team became part of Order-To-Cash/Customer Business Operations unit.• Maintained responsibility for Global English Call Center and global process standardization.• Supported Salesforce.com implementation as Solution Architect and internal training lead across Order-to-Cash/Customer Business Operations and Customer Care, including both order management workflow and non-technical licensing/inventory queries.• Post-SFDC release, supported technical support group’s move to SFDC by driving collaboration on standards, data governance, and global practices.• Designed and implemented SFDC-based knowledge base and internal process library for Customer Care and Order to Cash groups.• Designed and led process alignment and cross-training as the technical support intake and entitlement teams joined with Customer Care to enable a single point of entry for all customer support needs. Led combined team for the Americas.• Ground-up redesign and implementation of streamlined new hire training to include technical intake and non-technical support queries, including on-site support in Dublin, India, Philippines, and Poland.

San Jose, California, Us

• Led global team to train and implement a new outsourced Global English Call Center in the Philippines, supporting complex licensing and inventory queries across all regions.• Led and trained existing outsourced team in India for back-office work, supporting both Customer Care and Order-to-Cash/Customer Business Operations teams.• Worked with vendors to implement and update statements of work that reflected actual conditions and customer needs.• Led global cross-functional process alignment that led to global standards and increased efficiency both internally and across vendors.• Implemented new customer relationship/case tracking system that automated email-to-case work and integrated customer self-service knowledge and case submission into a single portal.• Integrated previously separate vendor QA & Training groups to “find it and fix it” as a team, lowering QA/supervisor/agent conflict, focusing on items that mattered, and increased first-call resolution to high nineties percentiles and customer satisfaction results to 90+% at a cost savings.

San Jose, California, Us

• Developed & delivered global Customer Service cross-training for Symantec/VERITAS merger and ongoing product releases and process updates.• Developed & implemented Lotus Notes knowledge management system for non-technical queries that provided more relevant results to customer self-service queries, improving customer experience and satisfaction.• Streamlined email case intake process, improving time-to-resolution and CSAT scores.• Acted as non-manager coach and peer exemplar for Americas Customer Care.• Primary liaison with other internal teams and regional sites in Europe and Asia.

Portland, Or, Us

• Answered 911 calls.• Made fast and accurate decisions in rapidly-changing environment, often without all the facts available.• Dealt constantly with upset and/or frightened people of all backgrounds.• Dispatched police officer via voice & Computer Aided Dispatch (CAD).• Ran checks on people and items for warrants/stolen status.• Monitored officer activity; provided timely updates via voice and CAD.• Clear and concise oral and written communications.

• Coordinated and managed twenty-three contracts with the U.S. Postal Service, to carry U.S. Mail through eight western states with seasonal volume fluctuations of up to 100%.• Primary responsibility for drivers and dispatchers, including hiring, discipline and discharge within a Teamster labor agreement.• Responded to union grievances and state, local, or federal authorities, both informally and as part of formal proceedings.• Developed and enforced company policies to ensure compliance with US Dept of Transportation and US Postal Service guidelines.• Designed and implemented communication tracking, driver, and trip information retrieval system across the company network.• Investigated motor vehicle accidents.

Answered telephones and resolved problems for one hundred twenty truck drivers operating eighteen contracts with the US Postal Service hauling US Mail across eight western states.

Worked as a clerk/stockist/cashier at a record and video store. Best. College. Job. Ever.