Charles Simon Email & Phone Number

New Hartford, Ny, Us

The Senior Customer Success Advisor is the key point of contact to understand the customer experience and creatively address customers’ evolving needs.

Louisville, Ky, Us

-Prepared and analyzed data to improve team results and call quality and metrics-Lead and coached a team of professional customer service representative in a call center environment-Lead resource planning, recruiting, hiring, training, and coaching processes-Provided performance evaluations, promotions, and disciplinary actions as required-Identified strengths, weaknesses, risks, and opportunities and developed execution plans to drive performance and growth-Advocated company mission and vision and enforced company policies and values

Cincinnati, Ohio, Us

Was responsible for assisting with the overall operations of the store including continuous development of effective store associates to achieve desired sales and EBITDA results through both formal and informal interactions. -Assessed daily the stores' ability to meet/exceed customer expectations for ease of shopping, variety, freshness, cleanliness, food safety and regulatory compliance.-Assisted store manager and associates in the acheivement of a favorable customer shopping experience and associate interest in customer service/relations.-Assisted in leading teams in the planning, implementation and execution of merchandising and operating initiatives.-Worked with department heads and associates to identify opportunities in the store, develop timely solutions and create action plans to ensure implementation of plans.-Achieved/exceeded weekly, period, and annual sales, wage budgets and profit budgets, and other targeted goals.-Drove sales while working with department managers to maximize sales and profits, reduce shrink and improve each store department's contribution.-Assisted the store manager in the regular store-level financial performance discussions to include developing budgets and other targeted goals with store associates.-Analyzed and responds to the competitive landscape within the district and division.-Assisted in building a proactive and productive relationship with union representatives and business agents.-Assisted the Store Manager in staffing, reducing turnover, increasing retention and store operations.-Provided timely feedback to department heads and associates on individual and department performance.-Assisted with the management of labor and supply costs on a daily basis to meet customer service and financial targets.-Ensured associates and location comply with laws and regulation.-Supervised and coaches direct reports on the performance of their duties-Completed performance reviews and provides feedback to direct reports.

Atlanta, Georgia, Us

Was responsible for:Field Systems Help Desk-POS supporteCommerce Call Center-Online supportCustomer Service supportSocial Media Customer supportNew Restaurant Equipment-POS equipmentHot Spares-Depot MaintenancePOS InstallationsCreated and maintained an environment that fostered high productivity, morale, and employee retention.​ Developed and maintained a staff of strong supervisors and team leads on the call center floor.​ Continuously evaluated processes and identified opportunities for improvement.​ Drove improvements in overall service levels, transactional efficiencies & cost management. Implemented new processes, procedures and technologies as needed.​ Promoted positive employee relations both onshore and offshore. Managed and motivated call center staff to meet performance goals and customer satisfaction goals. Ensured that all call center initiatives were developed and executed as planned.​ Responsible for the supervision, coaching, monitoring, training, reviewing, and disciplining of assigned staff.​ Worked directly with field operations to improve daily operations and customer service. Full P&L responsibilities for two cost centers.​​Received the 2010 Priority in People Award which is given annually to the individual that exemplified PAPA (People Are Priority Always) by supporting field operations.

Atlanta, Georgia, Us

Responsible for creating training content for field operations including training manuals, DVD-video training and web-based content.Training manualsDVD trainingWeb-based trainingNext Generation POS teamOperational liaison to IS

Atlanta, Georgia, Us

Provided instructional design support for courses programs offered restaurant operations.Coordinated course materials development for the Management Training Program, POS System update and DVD training program.Assisted field trainers in learning, adopting and adapting effective instructional strategies and technological tools to enhance their courses.Planed, prepared, assisted and taught operations development seminars offered by Papa John's.Functioned as a liaison to assist assigned departments with issues related to instructional technology, or as a project manager for curricula materials developed for faculty or assigned programs.Contributed and/or coordinated design and development of resources to promote effective instruction among team members.Worked with Training General Managers and corporate team members to experiment with emerging technologies and teaching strategies.Maintained professional interest in the area of instructional technology.Performed other duties as assigned.Received a 2006 You Delivered Award.

Atlanta, Georgia, Us

Designed and developsed instructional material for training courses that supported the Papa John's restaurant operations. Demonstrated and utilized effective needs analysis, project management, course development, and evaluation skills. Develop entry and advanced level courses for restaurant managers and team members. Utilize multimedia technology and authoring tools. Acted as liaison between IS and operations in determining needs technology training for the field.

Atlanta, Georgia, Us

Scheduled manager and team member training for corporate and franchise team members, shift leaders, assistant managers, general managers and franchise operating partnersPresented core training content and coordinated the presentation core training by other trainersSupervised and maintained all files pertaining to trainingManaged the market training budgetMentored and supported the market leadershipAssisted in screening and hiring process of new employees and completed new hire paperwork for corporate office

Atlanta, Georgia, Us

Responsible for all functions of a Papa John's restaurant ensuring high quality products and customer service were delivered while maximizing restaurant profitability. Accomplished this by being a self-sufficient leader, making quality decisions and instilling pride and accountability in team members. Other responsibilities included the management of operations including the execution of all company policies, procedures, programs and systems, while complying with all federal, state and local laws and ethical business practices.Built a system of quality with team members, which ensured each delivered product met Papa John's standards and accurately reflected the customer's order. Promptly responded to all customer concerns and issues, and solicited customer and team member feedback to improve restaurant operations and built brand loyalty in my area. Actively recruited customer-focused team members, maintained adequate staffing levels according to projected sales and properly oriented and trained team members to exceed customer expectations. Built an atmosphere of teamwork, energy and fun.Managed profit goals and ensured food, labor and other controllable costs stayed within budget and correct deviations by accurate use the POS System. Managed company's assets by keeping the restaurant clean, fully equipped and all equipment maintained.

Arlington, Virginia, Us

Arlington, Virginia, Us

This position required a Top Secret Security clearance.Repaired & maintained two radars and the computer system for the HAWK Air Defense Missile System.Served as the NCOIC (Non-Commisioned Officer in Charge) for the last six months.Served on the Stinger Missile team.Obtained the rank of E4 / Specialist 4 prior to leaving active service.

Mba, Business

Bsba, Business

Bs, Engineering

As, Aa, General