Charles Sutton
Cumberland,ME
Summary
Reliable manager with a strong sense of ownership and initiative. I have an exceptional work ethic and a desire to exceed company expectations. I excel at building productive working relationships and thrive in fast-paced, deadline-driven environments while managing goals and team development. I have a proven history of success in team-oriented settings.
Overview
30
30
years of professional experience
Work History
Sales Support Agent
Telecom Consulting Group (TCG)/ Telarus
02.2022 - 01.2025
- Quote generation and confirmation
- Partner communications
- Vendor relations
- Order processing
- Contract review and submittal
- Process management
- Crisis/escalations engagement
- Employee training
- Absentee coverage
- Fully remote employee
Quality Assurance/Operations Lead
True Lark
04.2018 - 02.2022
- Q/A testing and documentation editing and proofing
- Service interaction review
- Conduct phone interviews as well as internal training
- Hardware repair
- Customer analysis
- Operations management
- AI systems and process governance
- Fully remote employee (after 3/10/2020)
Enterprise and Channel Escalations/Retentions Manager, Onboarding Manager
Nextiva
09.2013 - 03.2018
- Approving customer credits
- Product Support
- Interdepartmental team management and onboarding team management
- Client de-escalation and crisis management
- Lead internal and external training
- VOIP configuration and customization
- Network troubleshooting and router configuration
- Updating/editing documentation
- Platform migration projects
Product Manager, Quality Assurance Coordinator
Prosocial Applications
09.2011 - 08.2013
- Product design
- Quality assurance (functionality, security)
- Grant writing (planning, financials, application submission)
- Marketing collateral and research
- Technical writing (manuals, presentations, editing)
- Video demonstration production
- Process management
- Release planning and scheduling
- Maintaining HIPAA and HITECH compliance
- Development team liaison and contract management
- Lead internal and external user training
- Fully remote employee
Computer Sales Supervisor
Fry’s Electronics
08.2009 - 08.2011
- Sales / Apple sales certified
- Demo setup and installation/ product display development
- Employee training
- Open and close of business operations and shift management
- Maintaining departmental sales goals
- Client specific large scale order preparation
- Loss prevention
Staffing Consultant
Accomplished Professionals
03.2008 - 04.2009
- Conduct phone screenings and face-to-face interviews
- Participate in corporate marketing
- Pursue and open accounts with new clients
- Write newspaper and web advertisements
- Present at job fairs and client sites
Director of Technical Services
FoodTec Solutions, Inc.
06.2007 - 02.2008
- Employee hiring, induction, evaluation and management
- Scheduling installations, training, upgrades, and professional services
- Overseeing pre-installation checklists from contract signing to completion
- Initiating, negotiating, and closing hardware, services, and support contract sales
- Assist QA to test pending releases
- Assist with procedure and protocol development
- Maintain accurate metrics and departmental budget for the management team
- Writing documentation for internal use and assist with external documentation
- Provide up-to-the-minute customer status data to management and sales
- Customer relationship management
- Track, report and document payroll
- Emergency on-site support
- Perform customer direct equipment and services sales
Support Team Lead/Admin, Service Account Manager
EXIT41
11.2002 - 06.2007
- Primary 24-hour support for Java based Point-Of-Sale (POS) software
- Troubleshoot, track, and resolve escalating software, hardware and third-party software issues
- Install hardware and software at McDonalds, Wendy’s, Panda Express, and Backyard Burger locations
- Internal and external software training
- Assist QA to test pending releases
- Writing documentation for internal use and assisting with external documentation
- Provide up-to-the-minute customer status data to management and sales
- Interview, train, and mentor support personnel
- Employee shift scheduling and payroll documentation
- Maintain and manage hardware inventory worth $700,000
- Implement and monitor software patches for release merge qualifications
- Contribute to design, build and implementation of Call Centers
Support Mgr./ Product Mgr./ Install Team Admin
Framework Technologies Corporation
11.1998 - 11.2002
- Assisted inside sales force in generating nearly $17.5 million in revenue in a 4-year period
- Wrote Technotes, readme files, support newsletters, FAQs; edit and update documentation
- Q/A: Implement test plans, perform error replication, test patches, fixes, and work-arounds
- Provide emergency assistance to national sales force as well as customers
- Schedule and perform beta installations, write beta guides for external testing, and research beta candidates
- Plan and schedule releases
- Consulting on outside sales negotiations responsible for over 40% of the company’s revenue
- Direct and schedule the installation team and conduct on-site training
- Day to day management of all service related teams (70+ employees across the country)
Technical Support Mgr, Product Mgr, Dev Team Mgr, Interim QA Mgr.
Smart Storage, Inc.
09.1994 - 01.2001
- Developed and implemented a Service Level Agreement program that generated $425,000 a year in renewals, with a 98% retention rate
- Work closely with development to fix bugs and improve our product
- Provide test plans, timetables, progress updates, and deliverability estimates
- Run booths at trade shows (AIIM, COMDEX, UNIX Expo, Networld + Interop)
- Provide information to inside sales, resellers, distributors, and consultants
- Provide phone and email support for clients around the world, with 24x7 availability
- Windows server/client set-up and administration (including NT registry)
- Manage and train a support team that handle an installed base of several thousand clients
- Direct liaison officer for Pioneer Germany, NSM, Kodak, Microsoft, Sony, The Canadian Navy, and CD Dimensions
- Government contract management (including all branches of the US military)
- From 1998 - 2001 as a contracted employee managing tech support and auditing UNIX team
Education
Some College (No Degree) - Psychology/History
Brown University
Some College (No Degree) - Psychology/History
University of Rhode Island
Some College (No Degree) - Psychology
Community College of RI
Skills
- Hardware service and repair
- Workforce management
- Team building/leadership
- Continuous improvements
- Staff development
- Customer relationship management
- Customer retention
- Contract management
- Team leadership
- Complex problems analysis
- Cross-functional communication
- Resource coordination
- Staff retention
- Performance evaluations
- Staff management
- Product design
- Escalation management
- Crisis management
- Conflict resolution
- Self-managed remote worker
- Documentation creation
- Documentation editing
- Excellent communication
- Organizational skills
- Incidents management
- Performance monitoring
- Performance reporting
- Labor relations
- Client relations
- Negotiation
- Microsoft Office expertise
- Customer relationship management (CRM)
Affiliations
- Cooking
- Writing
- Video editing
- Reading
- Spending time with friends and family,
- Travel
- Concerts
Timeline
Sales Support Agent
Telecom Consulting Group (TCG)/ Telarus
02.2022 - 01.2025
Quality Assurance/Operations Lead
True Lark
04.2018 - 02.2022
Enterprise and Channel Escalations/Retentions Manager, Onboarding Manager
Nextiva
09.2013 - 03.2018
Product Manager, Quality Assurance Coordinator
Prosocial Applications
09.2011 - 08.2013
Computer Sales Supervisor
Fry’s Electronics
08.2009 - 08.2011
Staffing Consultant
Accomplished Professionals
03.2008 - 04.2009
Director of Technical Services
FoodTec Solutions, Inc.
06.2007 - 02.2008
Support Team Lead/Admin, Service Account Manager
EXIT41
11.2002 - 06.2007
Support Mgr./ Product Mgr./ Install Team Admin
Framework Technologies Corporation
11.1998 - 11.2002
Technical Support Mgr, Product Mgr, Dev Team Mgr, Interim QA Mgr.
Smart Storage, Inc.
09.1994 - 01.2001
Some College (No Degree) - Psychology/History
Brown University
Some College (No Degree) - Psychology/History
University of Rhode Island
Some College (No Degree) - Psychology
Community College of RI
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