CHARLES J. BEARD, II                     

Lawrenceville, GA.  

linkedin.com/in/charlesjbeard      

Cell: (770) 241-4019      

E-mail Address: charles.j.beard@gmail.com                                                                                                            

SUMMARY OF QUALIFICATIONS

·         Leader in Process Efficiency exceeding $40MM in cost savings and revenue generation

·         Highly skilled and experienced professional with more than eighteen years’ experience in disciplines including consulting, training, business development, strategic planning, project management, portfolio, marketing, data management and sales. 

·         Demonstrated success in the development and implementation of new processes that improve efficiency and productivity.

·         Demonstrated success driving optimal performance and execution with services, products, and regulations in ever changing environments.

·         Experienced in conducting research to determine efficiency and effectiveness of managerial policies and programs.

·         Experienced in analyzing operations and improving metrics of a call center.

·         Experienced in consulting with clients to lead multiple quality improvement projects concurrently using Six Sigma techniques.

 SYSTEMS/REPORTING

·      Siebel                                      •   Oracle            •  SalesForce          •   Clarity PPM          •   Workday          •   Channellink

·      Microsoft Dynamics    •   Tableau         •  Crystal                   •   SQL                              •   SharePoint     •   MS Office Suite

·      Visio                                         •   MS Project        

EMPLOYMENT HISTORY

SUNTRUST BANKS, INC. Fraud Operations, Business Transformation, Consumer                                                    May 2017-Present

Senior Business Process Lead, Quality Management and Investigations, First Vice President

·       Defines the process mission, vision, tactics, goals, objectives, KPIs (Key Performance Indicators), and the measures that are aligned with the organization strategies

·       Synchronizes process improvement plans with other process owners within the value chain and other interfacing processes such as detection, reporting and analytics, and loan servicing processing

·       Ensures appropriate process designs, including the correct business requirements.

·       Provide oversight at work stream program lead for investigation process for Regulatory and Non-Regulatory case management with emphasis on Bankcard, Reg E/Z and end to end claims for institutional accounts to drive profitability and cost reduction for enhanced cycle time

·       Development of Communication and supplemental training/workshops, client servicing and process topics

MANSFIELD ENERGY.  Professional Services                                                                                                                 Apr 2015-Mar 2017             

Director Operational/Process Excellence

·         Identify business needs and determine solutions to business problems. Solutions include a systems development component, process improvement,

organizational change management, or strategic planning and policy development.

·         Created and actively maintain an Operational and Process Strategy for organizational alignment around a new ERP system to leverage $3.2M in ROI for increased scale, profitability, and cost reduction through FY 2018.

·         Created and enhanced LSSGB program of study to optimize a new environment of continuous improvement at the ground level for all business functions.

·         Leveraged staff to determine additional opportunities to affect EBITDA over 3 years working with core products to evaluate and change real time processes for ROI realization via detailed control plans and adoption activities.

·         Develop reporting applications and data warehouse consistency for Microsoft Dynamics and BI Tools integrating field source data mapping for crystal, wireframe design, SAS and SQL reporting development.

FISERV, INC.  Information Management, Digital Channels                                                                                           Nov 2014-Apr 2015               

Director Process, Portfolio, & Analytics

·         Targeted Leadership through business needs, strategic direction, and identifying operational initiatives that allow strategic business optimization.

·         Lead a team of Business Analysts to conduct business operations analysis, monitoring, and operations evaluation on an ongoing basis.

·         Lead process definition and improvement in DC matrixed areas setting the direction for the integration of standards and processes

·         Provided thought leadership for portfolio and resource management within the Division as well as across Fiserv.

·         Supplied leadership with metrics, trends, kpis and insight into the portfolio man-hours.

·         Lead a software development organization, including external consultants, to architect, design, implement, and maintain Divisional solutions.

·         Developed reporting applications and data warehouse consistency for Salesforce and Clarity systems with oversite of Tableau for reporting and analytics development.

SUNTRUST BANKS, INC.  Consumer & PWM Operational Risk/Advocacy Team, Bank Ops., ETI           Jun 2007-Nov 2014

Sr. Business Project Manager, Operational Risk, First Vice President

·         Supported and implemented corporate projects and initiatives that affected multiple lines of business aimed at enhancing revenue, improving quality and/or efficiency, effecting cost savings, advancing technological development and implementing new products

·         Drove process improvement, analysis, and mitigation activities for CFPB realignment opportunities to improve client experience.

·         Provided oversight as work stream program lead for new ERP system within Consumer Ops and Private Wealth Management with emphasis on Bankcard, Reg E, and Institutional accounts to drive profitability and cost reduction for enhanced cycle time.

·         Development of Communication and supplemental training/workshops, client servicing and process topics.

·         Led and/or supported implementation of future state solutions using appropriate methodologies (BPI, Lean, Kaizen, Helix).

·         Presented design solution to key stakeholders and began work on building the necessary structure to operationally support the future state.

EARTHLINK, Municipal Wi-Fi Business Operations, Feather Network                                                                          Aug 2006- Jun 2007

Sr. Product/Project Manager

·         Managed project team, developed project communications, conducted project kickoffs, conducted meetings, and managed team dynamics.

·         Projects involved development of major new processes for portal and systems integration efforts.

·         Managed project risks by performing a high-level risk assessment and developing a risk mitigation strategy which included implementation, maintenance, and documentation of a project risk plan.

·         Oversaw accountability for issue identification, assignment, tracking, resolution, and closure processes. Secured commitments from appropriate senior management and other levels to support issues resolution.

BELLSOUTH  BROADBAND                                                                                                                                                  Feb 2003- Aug 2006

Functional Positions: Sr. Project Manager, Director Customer Care (Call Center), Center Support Manager

·         Managed high-risk projects with multi-million-dollar business impact. Projects focused on Average handle Time reductions, call monitoring improvements, client satisfaction increases in 3 key areas, and optimization of retention programs for DSL products.

·         Directed, oversaw and controlled departmental resource issues, including maintaining headcount within authorized levels, managing behavior/skills assessment, measuring employee morale, managing employee training needs and determining skill gaps for billing groups.

·         Trained and developed programs to enhance productivity and efficiency in call center performance managers.

Accomplishments:

·         Created and implemented a retention incentive plan yielding a rate of return averaging over 18K Saves per month

·         Improved customer retention rates to an average of more than 65% in DSL (174 staff/11 Managers)

A&A CONSULTING                                                                                                                                                                     Sep 2002-Feb 2003

Training & Development Consultant, Retention, Atlanta, GA

·         Created Retention training programs for Broad & Narrowband products serving as agent and management T&D coach.

·         Responsible for creating a constructive selling program that provided recommendations and enforcement steps for agents to build solid communications packages tailored to their specific needs.

Accomplishment:

·         Improved save success rates to an average of 34% on key products

BELLSOUTH TELECOMMUNICATIONS                                                                                                                           Feb 2000-May 2002      

Functional Positions: Project & Development Manager, Sr. Manager Retention, Project Manager II, Multivariable Testing Coordinator, Strategic Initiatives Manager

·         Introduced, tracked and reported revenue models for business case analysis reporting results to five VP/GM’s.

·         Trained and developed web-based processes for seven-thousand marketing and service reps.

·         Created incentive based programs for representatives over nine-state region for reduction of churn on core products.

·         Managed a Data Analytics team that reported and conducted analysis of return on incentive-based programs, for representatives over a nine-state region.

Accomplishments:

·         Successfully piloted customer win-back offers with a 60% take rate

·         Achieved $25+ Million in retained revenue by implementing a new customer retention process

·         Created and implemented a sales incentive (win-back) program yielding a rate of return of ten times the initial key investment, decreasing customer losses by 45% year over year on 5 of 7 products

·         Improved customer retention rates to an average of 89% on five key products

BELLSOUTH MOBILITY                                                                                                                                                                1996 – 2000

Sales and Service Manager, MS, TN

·         Successfully managed $100 thousand volume selling areas utilizing successful planning, merchandising, data analysis and inventory purchase and control.

·         Developed market analysis, profit and margin requirements, balancing of expense and cost of sale.

·         Facilitated and trained Nashville sales force (over 250 associates) in new billing and operations applications, sales techniques, sales trends, customer requirements, system requirements, and in-house promotions.

·         Supervised staffs up to 25, including a commissioned sales force.

Accomplishments:

·         Reduced expenses by 25% while increasing profit for equipment by 50%

·         Facilitated opening two retail locations with production in excess of 150% in less than three months

·         Received the BSCC/BMI/DCS Performance Leader and Circle of Excellence Awards dedicated to the top 25%

 MCTA (American Cellular Communications)                                                                                                                              1994 – 1996

Retail, Indirect, Direct Sales, Jackson, MS

·         Reviewed features and plans to enhance business potential.

·         Analyzed buying patterns and designed sales strategies.

               Accomplishments:

·         Received Best Sales Performance for Retail Outlets-1994

DEPARTMENT OF VETERANS AFFAIRS                                                                                                                                1991 – 1994

VSD,CASU, SS, Jackson, MS, Federal Building

·         Responsible for support, tracking and analysis of veterans’ records for determination of programs and benefits.

 UNITED STATES ARMY RESERVE COMMAND, FT. GILLEM                                                                                        1990-PRESENT

Functional Positions: Chaplain & Senior Paralegal, MS, TN, AL, GA

·         Prepares the religious support plan for over 1,500 Soldiers and Soldier families

·         Advises the commander and staff on the influence of indigenous religious groups and customs on the commander's courses of action

·         Works with the S1 and the battalion surgeon in mental health program to include training and prevention for Soldier stress

·         Administer, review and prepare forms/court documentation for litigants

·         Provide training and equipping of soldiers in the Laws of Warfare, Administration, and Military Law.

EDUCATION

Master of Business Administration, Belhaven University 

Bachelor of Business Administration in Marketing/English, Jackson State University

Master of Science, Quality, Florida Institute of Technology 

Master of Divinity, Morehouse School of Religion @ The Interdenominational Theological Center

·      Master Project Management (CPM)                      •     Kaizen Leader Certification                    •            Agile Scrum Master

·      Six Sigma Green & Black Belts Certification     •    Lean Facilitator Certification                •            Minitab

·      Master Black Belt                                                                 •     Helix Facilitator                                              •            Paralegal Certification

·      Reg E                                                                                •     CFPB                                                                        •          AML

·      Internal Risk Management (IRM)                              •     Bankcard EMV-Chip

INDUSTRY EXPERIENCE

Banking, Telecommunications, Financial Services, Wireless, Government, Healthcare, Legal, Call Center, Sales, Training & Development, Oil and Gas