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Work experience

Apr 2009Present

Management Consultant

Reporting to President & CEO of a local community bank.  Brought in to review operations organizational structure and provide recommendations for present and future growth.

  • Conducting stakeholder interviews to organization structure assessment.
  • Managing Deposit Operations and IT resources.
  • Managing migration of application software suite to browser-based and single-signon user interface.
  • Managing vendor and technical tasks of business center expansion.
  • Single point of contact to application software vendor.
Jan 2008Jan 2009

Director of Operation Support Services - Information Management Line of Business

Services Delivery Director for AT&T Enterprise account with responsibility for $35M budget.  Managed 45 employees that operated, maintained, and enhanced seven (7) billing and care platforms.  Dotted line performance responsibilities for ~ 30 offshore resources in Hyderabad, India.

  • Created $150K project that delivered cost savings of $2M / year to client through platform consolidation
  • Operations Services Delivery subject matter expert in Pursuit Team of 3-year, $20M Telecom Expense Management (TEM) Managed Services contract with AT&T Mobility.
  • Supported Business Team in identifying new business opportunities, developing Executive relationships, and increasing the exposure of Company to client Executives.
    • Created Account Plan and hosted monthly review with Business Team.
    • Created quarterly Value Report, distributed to client Executives, that detailed value of our services.
  • Asked to rescue service component critical to AT&T Mobility's contract commitment to their Multi-National Corporation (MNC) TEM customers.
    • Built and led team which delivered project results that received positive comments from client and removed risk to $20M contract.
  • Utilized client relations and delivery skills to repair Company's relationship with Frontier Communications.
    • Led to $275K payment of outstanding receivables and $1.5M in "new" revenue.
  • Achieved excellent Corporate Coaching Index of 4.67 out of 5.0 due to efforts to meet with direct reports 1-on-1 each month, provide immediate performance feedback, and empower and challenge them.
  • Led team that achieved Customer Satisfaction rating of 3.99 in 2008, which was highest in Division.
  • Delivered annual savings of $1M through development and executions of offshore sourcing strategy
  • Implemented process updates that resulted in 43% fewer bill pages and postage cost savings of 24%
  • Chair of Technology Governance Council - Testing Tools.
Jan 2004Dec 2007

Director of Managed Services - Professional Services Group (PSG)

Functioned as on-site Account Director for Commonwealth Telephone Enterprises, Inc. (CTE) account.  Notified by client that they would not renew contract in 2006 in anticipation of being acquired (September, 2006).

2007 - Selected to assume additional responsibility for software implementation, project management, and services delivery teams in US and Brazil - exceeded rework, defect reduction, and service level targets.

  • Led delivery team that generated $600K over budget in additional project revenue.

2006 - 2007 - Asked to leverage outsourcing experience as Practice lead for Managed Services business.  Assisted Sales with business development - client meetings and development of collateral, proposals, and contracts. 

  • Supported Services Management to productize Managed Services, create training, collateral, and executive presentations as well as conducted training sessions with Company leaders and their Teams.
  • 2007 - $4.7M, 2006 - $3.2M and $20M initial pipeline

2004 - 2005 - Continued as Account Executive for CTE account.

  • Implemented Service Oriented Architecture (SOA) solution to bridge mainframe software and ISP billing software resulting in improved and efficient customer lifecycle management process.
  • Implemented Sharepoint Server for project management repository and improved information sharing.
  • Saved an additional 4,500 software development hours and provided savings of over $480K.
  • Technology Governance Council member.
  • Client costs as a percentage of client revenue decreased over 14% since 1998 due to efficiently run organization.
  • Consistently exceeded Convergys' PSG productivity/utilization target of 80%. 
  • Team exceeded client Service Level Agreements 100% of the time since 1998.
Aug 1998Dec 2003

Account Manager I & II - Telecommunications Services Division

Alltel Information Services, Inc.

Led CTE account with P&L responsibilities of $7.3M and on-site Team of 70 employees.  Established objectives for expansion and renewal of services provided to client, and client retention and satisfaction.  Team extremely successful in providing application development and support, computer operations, bill rendering, help desk, mainframe and UNIX environment support, and server support services.  In effect, functioned as CIO and staff functioned as client IT department.

  • Identified approximately $3.3M in savings in hardware and software replacements during 2002 - 2004 as well as kept staffing level static for seven (7) years while accepting responsibility for 25% more systems.
  • Worked with Sales to develop new business proposals in excess of $100M and also secured contract extensions worth in excess of $36M in 2000, 2002, and 2004.
  • Exceeded revenue and margin targets by an average of 2.8% and 15.6%.
  • Implemented computer hardware to drive efficiencies that resulted in a decrease in headcount of 12%.
  • Created code reuse initiative that saved over 7,000 software development hours and $750K.
  • Provided annual savings of $170K by identifying long distance billing consolidation alternative.
  • All processes and controls passed client scrutiny in accordance with Sarbanes-Oxley review methodology.
Jan 1997Jul 1998

Account Manager I - Financial Services Division

Alltel Information Services

Led ONBANCorp, Inc. account with P&L responsibilities of $8.5M and Team of 135 employees.  Established objectives for expansion and renewal of contracted services and, client retention and satisfaction.  Team successful in application development and support, computer operations, statement rendering, help desk, mainframe environment support, distributed systems, item processing, business analysts, lockbox services and telecommunications support.

  • Worked with Sales to create new business proposals in excess of $30M.
  • Consistently exceeded client revenue and profit margin targets. Forecast variances of less than 1%.
  • Team exceeded client Service Level Agreements 100% of the time.
  • Exceeded expectations of M&T Bank management team and employees during conversion of ONBANCorp to M&T Bank. Client experienced no degradation of service levels.
Aug 1994Dec 1996

Sr. Programming Manager - Financial Services Division

Alltel Information Services, Inc.

Asked to relocate as key member of startup account team.  Led Development team of 50 employees that included programmer/analysts, project leaders, and business and LAN/desktop analysts. 

  • Led team that successfully completed conversion of client accounts to Alltel's suite of banking software.
  • Supported ONBANCorp's strategic plan by leading teams that successfully completed client bank/branch acquisitions and divestitures on time with no significant issues.
  • Implemented Alltel's standard human resources and project management processes and procedures.


Reference Quotes

"Chuck has the ability to bring out the best in his team." - Colleague

"Chuck is an inspiring leader and a great mentor and brings out the best in people." -  Colleague

"He's an honest individual that truly had my best interest in mind whenever he proposed services." - Client

"He built relationships with his clients based on respect and honesty while meeting business goals.” - Colleague

"Chuck is a dynamic and inspiring leader and was a driving force behind process improvements and seeking opportunities for new business." - Direct Report

"I was extremely impressed with Chuck's "can do" attitude and dedication to the customer." - Colleague

"Chuck does a great job of building long lasting relationships as a trusted adviser to clients." - Colleague

“Chuck has a broad and deep understanding of technology management in a number of industries and brings this competency to the management of large scale IT infrastructure." - Colleague

"He demonstrated an ability to provide outstanding support for the customer while keeping his group motivated in an uncertain business climate at the time." - Client

"He has a tremendous set of organizational skills and can manage the details, while still keeping a higher level perspective." - Colleague

"He creates an environment where people have clear direction regarding expectations and he holds his organization accountable for meeting them." - Colleague

"His practical approach to business opportunities and challenges leads to success." - Colleague

"He did an outstanding job working with the sales reps to define the offers, the value proposition and to work through specific opportunities to drive growth in our business.” - Colleague

"He is very effective in understanding the goals, needs and problems of the customer thus creating a solution for the customer that addresses not only their problem but is pertinent to their bottom line." - Colleague

"Chuck delivered these services to a client that was not always supportive of the concept of outsourcing to a third party.  He developed relationships with senior executives and used these relationships to improve the perceptions of the services we delivered. Through diligent management of projects and production/application support, Chuck solidified the business relationship with this company." - Manager

"He always aims his employees to produce the highest levels of customer satisfaction." - Manager

"He represented the needs of our company as if it were his own...he became a trusted partner over time." - Client


Information Technology - Business - Operations Leader

Leadership & Management • Services Delivery • Team Building • Relationship Management

Self-motivated, results-driven, and business-oriented IT Executive with 15+ years of progressive levels of  responsibility in leading cross-functional teams that produce excellent results in multiple industries and business environments.  Passionate about delivering measurable value from IT services and solutions.Avid supporter of teams and their significance to the success of an organization.Champion of customer focus to drive new business, continuous improvement, and competitive differentiation which results in stakeholder success and satisfaction.

Known for these key attributes:

  • Strong stakeholder relationship management—builds long-term, sustainable relationships as trusted adviser—partner that represents needs of organization as if it were his own
  • Learns the business needs of stakeholders and identifies / creates value-add solutions that drive additional business and customer satisfaction
  • Solution and services delivery excellence—dynamic and inspiring leader that is driving force behind continuous improvement and efficiencies
  • Excellent people management skills—enjoys making everyone successful


Account Management • Leadership & Management • Relationship Management

P&L Management • Outsourcing • Banking & Telecom Industries

Strategic Planning & Execution • Business Development • Team Building • Collaboration

Verbal & Written Communication • Service Level Agreements • Continuous Improvement Solutions Implementation • Coaching & Mentoring • Diversity & Ethics


COMMUNITY ACTIVITIESMember of Power! (Professionals Organized & Working to Enrich the Region) - Wilkes-Barre, PA

Leadership Wilkes-Barre graduatePast member of the Leadership Wilkes-Barre Leadership Advisory Council  Past Leadership Wilkes-Barre Project advisor and Government program Chairman


Over 20 years experience in the pursuit, sale, and delivery of outsourced services.    Outsourcing refers to "the practice of transferring day-to-day-related management responsibility as a strategic method for improved, effective, and efficient operations" - Dr. Gerard Macioce   Pursuit responsibilities: RFI response Client presentations Solution development Sale responsibilities: Pricing development Internal solution approval Contract development Delivery responsibilities: Start-up Employee assimilation Service level management P&L Client satisfaction Business development
Client Relations
Have spent over 20 years on-site with clients as company account executive.    Effective in: building long-lasting relationships with C-level executives discussing business needs, problems, goals crafting value-add solutions conflict resolution understanding business and industry
Technical Services Delivery
Led teams of various responsibilities, sizes, and locations in exceeeding internal and external customer expectations.   TECHNICAL RESPONSIBILITY SAMPLING   Hardware Platforms: Sun Microsystems • IBM Operating Systems: Solaris • HP-UX • Windows 2003 Server • IBM MVS/OS • UNIX Middleware / Servers: BEA Tuxedo • Websphere MQ • MS Biztalk Server • Apache Webserver • iPlanet • CICS • Sharepoint • VMware Database Management Systems: Oracle • DB2 • MS Access • MS SQL Server Programming Languages: Visual Basic .Net • ASP .Net • Java • Javascript • C++ • C • Perl • COBOL Business Application Suites: In-House Telecom Billing & Care • Alltel Banking • Oracle Financials • Portal Infranet ISP Billing • Roles: Software Development & Maintenance • Project Management • Business Analysis • Computer Operations • Infrastructure Management • Consulting • Data Center Management • Item Processing • LAN/Desktop Management  
Continuous Improvement
Extremely effective in instilling a culture of continuous review to identify candidates (e.g., processes, infrastructure, resources) for improvement or cost efficiencies.  


Certified Outsourcing Professional

International Association of Outsourcing Professionals (IAOP)