Chuck Berman Email & Phone Number

Thousand Oaks, Ca, Us

- Lead team that designs and implements instrumentation to harvest insights across broad touchpoints throughout the experience lifecycle. .- Coalesce findings, insights, and third party channel data using predictive analytic models to uplift all aspects of the member experience.- Develop prioritization capability leveraging key corporate KPI’s, and embodying the essence of key corporate, member, and brand attributes. - Define AARP experience data roadmap, defining required data sets, technologies, and platforms required to build a ‘best in class’, AARP experience.- Review findings with AARP Strategy and Governance team, along with functional partners across AARP, to develop closed loop action planning based on prioritized findings identified from Insights and journey mapping activities.

Thousand Oaks / Westlake Village

Utilized the latest technologies, market research and business strategies to deliver custom tailored solutions to my clients

Thousand Oaks, Ca

Software consulting firm that develops business intelligence, data visualization dashboards that showcase customer experience metrics and predictive analytics. Commercial, off-the-shelf products available, as well as customized dashboards for NPS, Customer Lifetime Value, Operational vs Satisfaction metrics scorecards and financial benefit to the organization. KCS (Knowledge-Center-Support) metrics applied to the analysis where KCS principles (i.e. collaboration, sharing reuse,, new vs. known, etc.) are integrated into the problem solving process.

Irvine, Ca

- Manage and drive centralization of Sage Global Net Promoter (NPS) program on the Medallia platform, comprised of 16 countries, 9 languages, and 2M+ customers.- Develop comprehensive BI dashboards in QlikView that demonstrate ROI, CSAT, NPS, churn vs. retention, and cause & effect analysis of a CX ecosystem from eight customer listening posts.- Leverage VoC listening posts to improve customer loyalty and satisfaction, identify leads – churn and upsell, produce faster product and service innovation, receive early warnings of brand damage, detect emerging trends before they escalate and increase revenue and profits.- Apply NPS and CSAT insights, community forums data, knowledge base searches and in-product usage of modules and transactions to build out the profile of a successful customer.- Model and perform CLTV (Customer Lifetime Value) analysis as a prediction of net profit attributed to the entire future relationship with the customer.- Design, manage and maintain a repeatable, consistent and auditable NPS data extraction process that ensures global compliance constructed within an integrated checks and balances foundation.- Apply NPS certification skills to ensure on-schedule survey deployment and comprehensive analysis of Global loyalty scores and sentiment analysis.at the business unit and regional rollup hierarchy.

- Defined, measured and enhanced success for Self Help page topical Categories, Popular Topics, and knowledge base articles.- Ensured user search, browse, and ontology quality, as well as proper placement of managed answers, process wizards, and portlets.- Defined and documented UI behaviors, user interaction models and workflow requirements.- Developed and analyzed post-launch metrics for new and transitioning properties to CEM platform.

Thousand Oaks / Westlake Village

I utilize the latest internet technologies, market research and business strategies to exceed my clients'expectations

• Establish Corporate Wide metrics and knowledge management processes and procedures, utilizing QlikView as the platform for development and delivery.• Integrate Knowledge Creation, Search and Linking to Solutions as fundamental ingredients of the Case Management flow.• Partner with Product Development and Customer Success teams to develop proactive customer communication for alerts, defects, enhancements, user forums and recently published solutions.• Customer Advocate and Voice of the Customer Survey and Feedback Process

Analyzed engineering, business and all other data processing problems for application to electronic data processing systems. Analyzed user requirements, procedures and problems to automate or improve existing systems and review computer system capabilities, workflow, and scheduling limitations.

• Lead Strategic Account Support Management team in owning technical planning, deployment, adoption and growth of North America Strategic accounts to maximize the position, penetration, and market share.• Analyze and profile accounts, while developing and maintaining business plans.• Drive penetration and adoption, broaden product usage portfolio, and drive competitive replacements.• Track service requests, defect reports and enhancement requests, reporting data analysis trends (overall support satisfaction, backlog, resolution time, response time, etc.)• Recommend training opportunities by identifying needs, requirements, and holes within the customer’s flow.• Coordinate account-specific programs – i.e. Expos, SPEs, license renewal streamlining, secure data handling,• Strengthen business and technical relationships with key customer contacts• Focused on improving top box customer satisfaction within North America Strategic accounts

Managed team of 14 Corporate Applications Engineers supporting PCB products.

Managed Customer Support and QA of Mentor Graphics’ PCB products while developing test plans and test cases.Generated phone statistics monitoring abandon time, calls received, calls to voice mail, answer rate, etc. reporting database statistics corporate wide, including survey statistics obtained through the WEB

Developed and managed technical content for customers, system engineers and channel partners

Responsible for design, code and maintenance of Real-Time Processor (DOS) and Application level firmware (UNIX) for quad channel burn-in monitors testing Inertial Navigation Units of military aircrafts.Developed and sustained concurrent, interrupt driven test software written in "C" and 80386 assembly, to exercise in-house peripheral boards residing in a multibus with Intel 80386 iSBC's in an environment that mirrors the airborne application.

Designed and coded real-time industrial software to control camera and lens operations of a microfilm scanner.Developed auto-illumination capabilities and system configuration control through software coded in PLM/80 and Z-80 assembly language

B.A., Sociology, Emphasis Criminology

Computer Science, Mathematics