Charles Simmons

Experience

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  Hewlett-Packard

  Jul 1994 - Nov 1996

  Warranty Administration Manager / Agent Supervisor

  Hewlett-Packard - Express Support Operation – RosevilleDepartment responsibilities included returns management, invoicing, discount administration, sales and use tax administration, credit, account management, and warranty claims administration. Customer service processes were redesigned to support major out-sourcing efforts within HP’s call-center, and centralized repair processes. As a result of the changes, an off the shelf work flow management tool (Remedy) was implemented to support customer service processes throughout HP’s service organizations in the US. During the same timeframe, warranty administration processes were re-engineered to integrate HP’s parts ordering, and warranty claims administration to a single “One-Step Warranty Process”, versus a two-step manual process. Re-engineering efforts in warranty administration, and customer service resulted in significant cost savings to HP’s product divisions, and increased overall partner, and customer satisfaction. Additional responsibilities included managing front-line agents, and managing the transfer of HP’s accessories and supplies ordering call-center from Cupertino to Roseville. This was a major project which involved coordinating several departments (i.e. Procurment, Distribution, Finance, Collections, IT, Telecom, Order Management, HP product divisions, quality teams, shipping vendors, etc.) to complete the integration of HP’s parts, repair, supplies, and accessories from 3 call-centers to a centralized one-stop shop for HP customers. Show less

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  Hewlett-Packard Call Center Support Manager

  Nov 1996 - Mar 2000

  Hewlett-Packard Call Center Manager - (Parts and Accessories Ordering Call Center)

  Hewlett-Packard - Product Support Division (PSD) Call Center Manager - RosevilleManaged HP's centralized Parts Direct Order, Technical Support, and Corporate Escalation call center teams supporting HP's after-market-support businesses in the Americas. Responsibilities included working directly with HP's CEO office to field and resolve corporate escalations directed to Lew Platt's office. Other responsibilities included wage and salary administration, ranking and performance evaluations, financial targeting, business performance targeting, agent monitoring, employee development processes, management of HP’s call center hardware support strategies, employee recognition program management, and development and management of HP call-center business P&L and audit control processes. Show less

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  Hewlett-Packard

  Mar 2000 - Jul 2010

  Sr Global Vendor manager / Program Manager / Process Engineer

  Hewlett-Packard - HP Services Organization Roseville, CAResponsibilities included the development and on-going management of HP’s Global Aftermarket Support Services, and Global Pay-For-Performance monitoring program for HP's enterprise, small business, and consumer products. Additional responsibilities included, managing third party IT development to support the aftermarket support programs, documenting lean improvements, prioritization of lean improvements change request, overall HP aftermarket support scorecard performance reporting, program training, escalation resolution, rewards administration, and fraud prevention. As a result of the implementation of HP Global Pay-for Performance program, HP has improved customer satisfaction results, while saving millions in parts cost avoidance and labor cost savings paid to HP channel partners, while also eliminating IT and program redundancies worldwide within the HP services organization Show less

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  Reconext Information Technology and Services

  May 2011 - Feb 2023

  PMO Project/Program Manager Director

  Responsible for managing key strategic company projects with focus on implementation of all all new and organic growth opportunities, and leading the site operational lean continuous improvements for the site which resulted in significant cost savings, while in parallel improving customer and employee satisfaction globally. Additional achievements included leading the development and implementation of global inventory management systems, and deploying a formal management structure to effectively manage P & L performance, global strategic projects, and overall management communication strategies. Show less

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  SMA Solar Technology AG

  Jun 2023 - now

  Americas Quality-Customer Manager