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BEARD, II
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
Development of Communication and supplemental training/workshops, client servicing and process topics
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.
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.
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
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:
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
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:
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
BELLSOUTH MOBILITY
Sales and Service Manager, MS, TN
BELLSOUTH TELECOMMUNICATIONS
Functional Positions: Project & Development Manager, Sr. Manager Retention, Project Manager II
Multivariable Testing Coordinator, Strategic Initiatives Manager
1994 1996
1991 1994
Responsible for support, tracking and analysis of veterans records for determination of programs and benefits.
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
INDUSTRY EXPERIENCE
Banking, Telecommunications, Financial Services, Wireless, Government, Healthcare, Legal, Call Center, Sales, Training & Development.