CHARLES J.

BEARD, II

Lawrenceville, GA. 30045

Home: (678) 985-3436 Cell: (770) 241-4019
E-mail Address: charles.j.beard@gmail.com

linkedin.com/in/charlesjbeard
SUMMARY OF QUALIFICATIONS

Highly skilled experienced Director with more than seventeen years experience in multiple disciplines including consulting, training, business
development, strategic planning, project management, portfolio, marketing, and sales.
Demonstrated success in the development and implementation of new processes that improve efficiency and productivity.
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.

EMPLOYMENT HISTORY
FISERV, INC. Information Management, Digital Channels
Director Process, Portfolio, & Analytics

Nov 2014-Present

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 evaluating operations on an ongoing basis and
providing comprehensive analysis and leading improvements
Lead process definition and improvement in DC operations areas, while partnering in setting the direction for the integration of standards and
processes
Identify business needs and determine solutions to business problems. Solutions include a systems development component, process
improvement, organizational change, or strategic planning and policy development
Provide thought leadership for portfolio and resource management both within the Division as well as across Fiserv
Supply leadership with metrics, trends, and insight into the portfolio

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

SUNTRUST BANKS, INC. -Consumer & Private Wealth Management Risks and Advocacy Team
Mar 2014-Nov 2014
Senior Business Project Manager, First Vice President

Support and implementation of corporate projects and initiatives that may affect multiple lines of business aimed at accomplishing broad,
long-term objectives, enhancing revenue, improving quality and/or efficiency, effecting cost savings, advancing technological development
and implementing new product line initiatives

Process improvement, analysis and mitigation activities for alignment with CFPB opportunities

Merger/acquisition team management responsibilities

Operational lead for new product initiatives

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

SUNTRUST BANKS, INC. Initiative Implementation, Corporate Bank Operations

Sr. Business Project Manager, Vice President

Provided business representation on projects affecting multiple business entities to ensure process changes support project objectives and
corporate guiding principles.
Consulted with business partners, Lines of Business representatives and teammates engaged in the process to develop a recommended solution
Analyzed current state processes, developed future state processes and assessed impacts of changes.
Presented design solution to key stakeholders and began work on building the necessary structure to operationally support the future state.

SUNTRUST BANKS, INC. Enterprise Business Process Services

Sr. Business Process Consultant

Jun 2007- Apr 2010

Worked independently with teams of internal or external resources.

Led or participated in the assessment of proposed projects, analyzed/defined the opportunity, developed deliverables, worked with other
LOB/Function managers to define scope.
Coordinated and/or analyzed current state processes and identified issues/gaps, defined future state process and developed roadmap to achieve
the future state.
Led and/or supported implementation of future state solutions using appropriate methodologies (BPI, Six Sigma, Lean, Kaizen, Helix).
Oversaw identification, assignment, tracking, resolution, and closure of project issues.

EARTHLINK, Municipal Wi-Fi Business Operations, Feather Network

Sr. Product/Project Manager

Apr 2010- Mar 2014

Aug 2006- Jun 2007

Projects involved development of major new processes for portal and systems integration efforts.
Managed project team, developed project communications, conducted project kickoffs, conducted meetings, and managed team dynamics.
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.

CHARLES J. BEARD, II, Cont.

BELLSOUTH BROADBAND
Functional Positions: Sr. Project Manager, Director Customer Care, Center Support Manager

Managed high-risk projects with multi-million dollar business impact. Projects involved development of major new processes, systems requiring
immediate integration efforts, production functions to deliver a product to market, and the delivery of integrated business solutions.
Managed project team, developed project communications, conducted project kickoffs, conducted meetings, and managed team dynamics.
Managed project risks by performing a high-level risk assessment in which project risks were identified, analyzed, prioritized, and required the
development of a risk mitigation strategy which included implementation, maintenance, and documentation of a project risk plan.
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

A&A CONSULTING
Training & Development Consultant, Retention, Atlanta, GA

1996 2000

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 Award for top sales manager in the region-1997

Achieved Circle of Excellence dedicated to the top 25% of Managers and Reps in the region-1997

MCTA (American Cellular Communications)

Retail, Indirect, Direct Sales, Jackson, MS

Feb 2000-May 2002

Performed project management and data analysis for multiple testing sites.
Managed a Data Analytics team reporting results to five VP/GMs.
Introduced, tracked and reported revenue models for business case analysis and review.
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.
Reported and conducted analysis of return on incentive-based programs, for representatives over a nine-state region, for reduction of churn on
core products.
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 plan 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
Sales and Service Manager, MS, TN

Sep 2002-Feb 2003

Created Retention Training Programs for Broad & Narrowband Products.

Served as agent and management training liaison.
Responsible for process improvement recommendations and enforcement.
Accomplishment:

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

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

Feb 2003- Aug 2006

1994 1996

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

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

1990-PRESENT

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 the battalion mental health program to include training unit leaders in the preventive aspects of
stress on soldiers
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 Project Management Certification

Six Sigma Green & Black Belts Certification
Helix Facilitator

Kaizen Leader Certification

Lean Facilitator Certification
Paralegal Certification

Agile Scrum Master Certification

Minitab

INDUSTRY EXPERIENCE
Banking, Telecommunications, Financial Services, Wireless, Government, Healthcare, Legal, Call Center, Sales, Training & Development.