Chuck Hicks Email & Phone Number

Tulsa, Oklahoma, United States

Program Manager for Canon Enterprise Managed Services Division, directly supporting a local Fortune 100 Client, focusing on output and document management strategies. Work closely with both internal and external customers, vendors and partners to ensure program goals and objectives are clear, attainable and that key measurements are in place. Skilled in senior level presentation of results and solution recommendations addressing our optimization strategy.

Tulsa, Oklahoma Area

Served as the Battalion Executive Officer in an Army Reserve Drill Sergeant Unit.Served as the Commander's primary assistant for directing operations, coordinating, supervising, and training the Battalion Staff.Supervised all tasks assigned to the primary Battalion Staff, monitored and reported the administrative and logistic readiness of the Battalion.

North America Operations

Primary responsibilities include development of document outsourcing solutions. Worked directly with sales and operations teams during bid response to create a profitable and efficient equipment and labor solution. Worked directly with account teams onsite from implementation into steady state operations to ensure delivery of contract requirements and client satisfaction.Close working relationship with product SMEs, sales and operations to discover, design and implement solution for client document outsourcing projects with Fortune 100 companies across North America.Accountability for conducting due diligence, cost analysis, risk assessment, technology and process mapping, and defining scope of project details in support of revenue and profit goals. Identified third-party vendors, product and service metrics, and innovative cost management strategies to support client goals while protecting profit margins.Recognized as a skilled communicator and presenter to promote product and service offerings to clients and manage Q&A sessions.

Large Enterprise Organization

Subject Matter Expert for service offerings delivered by Xerox LEOKey focal point for escalating and resolving services delivery issues for the field to ensure that best practices are followedPromote same account revenue growth initiatives with a focus on deployment and adoptionAssist with program deployment support related to new services offerings, and provide aid with the creation of account processes to ensure standards of performance are achievedSupport both Steady State and Transition Engagements using Account Assessments / Account Improvement Plans - workflow assessments using Lean Document Production, Mail Standardization Toolkit, “Voice of the Customer” Surveys, and Lean Six Sigma toolsProductivity improvements through efficiencies and driving a Lean workflow and recommending a migration path from current state to alternatives / gap closurePerformance improvements through defining Delivery performance data points, designing data collection mechanisms, measuring performance, performing root cause analysis and making recommendations for achievement of improved performanceMentor, Coach, and Counsel Account Teams - evaluating labor needs, skills assessments, providing Account Teams with the guidance and training on operational best practices, people management, reporting and billingRapid Response Team – for client dissatisfaction issues, outline a current state assessment of the account processes and procedures, identifying immediate risks to contractual obligations and evaluating performance against SLA’s. Provide a framework outlining both immediate and long-term improvements, and implementation support.

United States

Led high impact improvement projects resulting in significant business savings of $800K per yearCoach, mentor and trained team members to increase their competency in lean and six sigma methods and tools.

Ok, Ar, Ks, Mo

Provided Statement Of Work development and transition to Steady State account teamsDeployed Value Assurance Process across over 50 accounts within the US to standardize our businessCoordinated internal resources (analysts, trainers, operations) to meet required deadlinesServed as the Client interface during implementations. Worked with Client IT contacts, developed end-user training schedules, delivery requirements, and coordinated equipment deliveries with 3rd party vendors

Oklahoma

Recruited, hired and managed over 20 employees supporting 10 major accounts within Oklahoma and Arkansas which provided professional onsite services totaling over $500K in monthly billable revenueConducted interviews and qualification assessments, resulting in the highest employee retention in OklahomaAwarded the most accurate and timely customer billing results within the RegionCreated and shared Excel spreadsheets which were implemented as best practice for billing data analysisSuccessfully managed implementation, control, and reporting on account SLAs (Service Level Agreements)

Afghanistan

Tulsa, Ok

Bachelor Of Business Administration - Bba, Organizational Management

Graduate, Foreign Language