Charles Cummings

Charles Cummings Email and Phone Number

Dedicated servant leader with a proven record of building and empowering cross-functional teams to deliver the highest levels of customer success and retention. @ Tenable
Columbia, MD
Charles Cummings's Location
Springfield, Oregon, United States, United States
Charles Cummings's Contact Details

Charles Cummings work email

Charles Cummings personal email

n/a

Charles Cummings phone numbers

About Charles Cummings

Charles Cummings is a Dedicated servant leader with a proven record of building and empowering cross-functional teams to deliver the highest levels of customer success and retention. at Tenable. He possess expertise in salesforce.com, networking, customer service, enterprise software, cloud computing and 19 more skills. Colleagues describe him as "Over the course of several years of working both cross-functionally and on the same team as Charles, I was consistently impressed by his dedication to the success of the his team, including each member as an individual. It was this commitment to leading in a holistic way which enabled his teams to consistently deliver excellent outcomes to our customers while simultaneously growing his career and that of everyone around him. I'm proud to have been able to work with Charles as we achieved fantastic results and would gladly welcome the opportunity to do so again!", "Charles is more than proficient in process and training development, SFDC, Oracle, etc. His skills and endorsements speak for themselves. I want to tell you what it's like to work for Charles. Charles was the first manager I had that made me think, "so that's what a leader is." He is one of the most trustworthy, personable, admirable, and empowering managers I have ever reported to. The moment I started reporting to Charles is the moment I went from having a job to having a career. If you're looking for a manager who can mold someone into self-sufficient productive employee who doesn't need to be micromanaged, hire Charles. If you're looking for a manager who truly understands what it takes to be a mentor, hire Charles. If you're looking for a manager who can boost morale and bring out the best in their team, hire Charles. If you're looking for someone who will always tell you the truth, even if it isn't what you wanted to hear, hire Charles. If you're looking for a manager who will never make their team feel expendable or under appreciated, hire Charles. I worked for Charles as a Customer Care team lead and as a trainer with Symantec. We worked together during incredibly long days during quarter end. My first business trip overseas was a 6 week trip to India at his request. I still recall the details of many of the escalation cases he sent my way. Charles put me in many situations that would have been incredibly stressful under a different manager, but were invaluable moments of learning and development for me due to his trust and leadership. Managers like Charles don't come along very often. Don't miss out on the opportunity to work with him.", and "Charles is an experienced manager who is adept at defusing difficult situations with humor and tact. He is also very adaptable and when faced with any new assignment or project, he will calmly take ownership of it and then conquer it, even having no prior knowledge of the particular challenge. He has a positive, helpful attitude and has suggested many key process improvements. Not only is he six sigma green belt certified, he is also proficient in SFDC and Gainsight. Charles is also particularly skilled at managing vendors and outsourcers. Due to his wide range of skills and capabilities, combined with his pleasant can-do attitude, Charles would be an asset to any company."

Charles Cummings's Current Company Details
Tenable

Tenable

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Dedicated servant leader with a proven record of building and empowering cross-functional teams to deliver the highest levels of customer success and retention.
Columbia, MD
Website:
tenable.com
Employees:
501
Company phone:
(877)-342-7222
Company email:
tenablepr@tenable.com
Charles Cummings Work Experience Details
  • Tenable
    Senior Manager Customer Care
    Tenable Mar 2023 - Present
    Columbia, Md, Us
  • Tenable
    Customer Care Manager
    Tenable Mar 2022 - Mar 2023
    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.
  • Symantec
    Sr. Manager, Global Sales Support/Sr. Principal Customer Success Manager
    Symantec Nov 2018 - Mar 2020
    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.
  • Symantec
    Sr. Manager, Customer Retention (Customer Care) Training & Development
    Symantec Jul 2015 - Nov 2018
    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%.
  • Symantec
    Manager, Americas Customer Service
    Symantec Nov 2011 - Jun 2015
    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.
  • Symantec
    Vendor Manager/Program Manager
    Symantec Jul 2007 - Nov 2011
    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.
  • Symantec
    Customer Service Coordinator
    Symantec Sep 2004 - Jun 2007
    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.
  • City Of Portland
    Emergency Communications Operator
    City Of Portland Aug 2000 - Feb 2002
    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.
  • Lanier Brugh Corporation
    Operations Manager
    Lanier Brugh Corporation Oct 1994 - Aug 1999
    • 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.
  • Lanier Brugh Corporation
    Dispatcher
    Lanier Brugh Corporation Apr 1990 - Oct 1994
    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.
  • Everybody'S Records, Tapes, And Video
    Clerk / Shift Manager
    Everybody'S Records, Tapes, And Video Apr 1987 - Apr 1990
    Worked as a clerk/stockist/cashier at a record and video store. Best. College. Job. Ever.

Charles Cummings Skills

Salesforce.com Networking Customer Service Enterprise Software Cloud Computing Process Improvement Business Strategy Business Process Design Virtual Teams Vendor Management Personnel Management Training Delivery Training Programme Design Knowledge Management Cross Cultural Teams International Business Experience Business Process Business Process Improvement Crm Professional Services Cross Functional Team Leadership Saas Account Management Management

Charles Cummings Education Details

  • Portland State University
    Portland State University
    Russian

Frequently Asked Questions about Charles Cummings

What company does Charles Cummings work for?

Charles Cummings works for Tenable

What is Charles Cummings's role at the current company?

Charles Cummings's current role is Dedicated servant leader with a proven record of building and empowering cross-functional teams to deliver the highest levels of customer success and retention..

What is Charles Cummings's email address?

Charles Cummings's email address is ch****@****tec.com

What is Charles Cummings's direct phone number?

Charles Cummings's direct phone number is +165052*****

What schools did Charles Cummings attend?

Charles Cummings attended Portland State University.

What skills is Charles Cummings known for?

Charles Cummings has skills like Salesforce.com, Networking, Customer Service, Enterprise Software, Cloud Computing, Process Improvement, Business Strategy, Business Process Design, Virtual Teams, Vendor Management, Personnel Management, Training Delivery.

Who are Charles Cummings's colleagues?

Charles Cummings's colleagues are Brittaney Monks, Gina Hallman, Ethan O'mahony, Marcus Fields, Thomas Wholihan, Alexandre Dimitrijevic, Novan Tambunan.

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