1. 1213 Falcon St. Caldwell, ID 83607 925-364-0078 cthawley@yahoo.com
Charles Thawley
Objective
Skilled Operations Manager with solid experiencein networking, and managingmultiplelevels
of the wireless support/customer servicebusiness.
Technical Skills/Proficiencies
ManagementSupport
Ensuredsmoothoperationsbysupportingexecutiveteam.
ProcessImprovement
Oversawimplementationof executiveescalationprocessinsupportforclient
requirements.
Monthlyand quarterlyoperationalreportingprovidingbothexecutive
summaryand statistics.
Built,documented,andtestedproceduresforconfiguringweatherstation
Team Management
Recordedandfiledemployee benefit,salaryandannual evaluation
information.
Operations
Collaborated withleadership,client,andsupportingdepartmentstoensure
smoothworkflow andefficientorganizationoperations.
Accountable foroperational performanceandmanagementof technical
supportcontract for VerizonWireless,includingsupervisorandagent
scheduling,payroll,performanceforecasting,teamreporting,andemployee
shrinkthroughthe use of analysisreporting.
Administration
Performedadministrationtaskssuchasqualityaudits,developing light
spreadsheetreports,clientspecifictasksrelatedtoqualityandperformance,
supervisorannual reviews,monthlyperformance reviews,anddaily
coaching/developmentmeetings.
Managed supportticketingsystemforthe USmarket
Employee Management
LiaisedwithHRdepartmenttoestablishemployee benefits,training,payroll
and terminationprocedures.
Employee scheduling
Executive presentationdevelopment
Employee traininganddevelopment
2. Conflictresolution
Strongorganizational skills
Strongclientrelations
Energeticworkattitude
Telecommunication skills
Experience
November 2012 - Current meteocontrol, N.A. Concord, CA.
Technical SupportEngineer
Commercial solar monitoringand troubleshooting
Installation and configuration of cellularrouters,sensors,and meters
Management of the support rolefor the US market
Developed quotes based on customer needs and requirements
Inventory control and forecastordering
On sitecommissioningof monitoringfor solar plants
February 2009 – August 2010 WDS Global Boise, ID.
Call Center Supervisor
Properly document customer issues and solutions usingcall management system.
Insurecustomer issues areaddressed in timely,efficient manner, utilizingproper tools
and resources provided.
Verify proper troubleshootingprocedures areobserved by tech support agents during
customer calls.
Assistteam members with any technical or coachingneeds in relation to job
performance.
Assistwith special projects as needed.
Provideescalation supportfor customer issues.
Manage metrics, quality,and administrativeaspects of day to day operations on call
center floor.
Oct 2008 – February 2009 WDS Global Boise, ID.
Call Center Technical SupportRepresentative
Provideinbound/outbound call supportfor 3rd level data issues.
Properly document customer issues and solutions usingcall management system.
Insurecustomer issues areaddressed in timely,efficient manner, utilizingproper tools
and resources provided.
Assistteam members with any technical or coachingneeds in relation to job
performance.
Use proper troubleshootingprocedures to ensure that issues areresolved on firstcall.
Report to supervisor any issues thatimpactdata services when encountered
throughout the day.
Education
DeVry – 1993 - 1997 Pomona, Ca. Bachelor’s Degree
Computer Information Systems
Honor Society