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Chuck E.

3748 Quail St. Mobile: (303) 667-6302
Wheat Ridge, CO 80033

To secure a position with an organization with a stable environment that will lead to a lasting relationship,
where I can effectively utilize my professional and progressive management experience.

• Operations Management • Performance Measurement
• Human Resource Management • Sales / Service Strategies
• Multi-Project Management • Staff Leadership / Development
• New Start-Up Operations • Client Relationship Management


EchoStar Satellite LLC/Dish Network Service LLC, Littleton, Co. 1996 – 2010

Call Center Operations Manager

• Served as an Operations Manager in the Residential and Commercial Services Divisions with
accountability for every aspect of operations and improvement initiatives for this call center with
up to 1,200 employees.
• Managed the professional development of the supervisor staff to ensure that all standards of
productivity, quality assurance, and customer retention were met against the organizational
business plan.
• Managed retention of employees at an astounding rate of 95% on a goal of 100%. Fair and
consistent treatment of employees was the strongest initiative in achieving this goal.
• Maintained an average of 104% to goal for Productivity (the amount of actual time spent talking to
the customer vs. after call and aux work) on a goal of 100%, capped at 110%.
• Maintained an average of 106% to goal for Quality Assurance (the scores earned by inbound
agents from the QA team) on a goal of 100%, capped at 110%.
• Managed attendance at a 99% level on a goal of 100%.
• Call center responsibilities: Customer service and technical support of all residential customers,
and commercial clients in four lines of business: Free to Guest (Hotel/Motel), MDU (Apartments),
and Public/Private (Bars, restaurants, doctors offices, etc.) Responsible for managing the
relationship with our Corporate Headquarters Directors and Vice Presidents.
• Oversaw the preparation of all payroll for direct reports and their subordinates in a timely fashion.
• Used various sources of media to communicate current events related to the business, including
E-mail, Instant Message, reader boards and face to face contact.
• Effectively led the annual appraisal process for all supervisors and hourly associates, to include
performance management, goal setting and compensation changes.

Manager – Executive Offices

• Managed a department of 100 Specialists that handled highly escalated customer issues.
Responsible for the same production metrics as listed above.
• Customer interaction included correspondence in three critical communication areas: over the
phone, via internet and via USPS mail. Also managed a third party outsourcing unit that handled
internet interaction with the company.
• Established relationships with the Better Business Bureau and a variety of consumer advocate
• Created and implemented processes directed at improving the customer interaction and service
recovery once a customer relationship had been strained.

Automobile Salesman – John Elway Motors and Quality Mitsubishi 1995-1996

Assistant Store Manager – Domino’s Pizza 1989-1995

•As a founding member of the sixty employees that launched the Dish Network brand in 1996, I was
promoted 10 times and had 19 different job titles in 13 years. Advanced career through
increasingly progressive leadership roles. Titles include: Call Center Sales and Customer Service
Agent, Supervisor, and Manager; Sales Account Executive; Call Center Recruiting Manager;
Installation Services General Manager.
•Distinguished Service Award winner. This award is presented annually to the Top 100 employees in
the company, in recognition of exceptional leadership and devoted service.
• Several Manager of the Month and Quarterly recognition awards.

• Bayshore High School and Manatee Area Vocational/Technical School (Culinary) graduate,
Bradenton, Fla., 1983.
• Military Service with the US Air Force – Received Technical School diploma.

• Proficient in Microsoft Office (Word, Excel, & Power Point), Call Center Software including
CentreVu, Workforce Management & Call Forecasting Software including Aspect, IEX & Payroll
systems such as Kronos, Internet and Intranet, CSG Data systems, Rumba, Brixton and Oracle
(Shipping/Returns, Team management, etc.)

References and education transcripts available upon request