Hi, I’m
Charnell Lucich
San Antonio,TX
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
13
years of professional experience
Work History
BLUEWATER POOL SERVICES
GENERAL MANAGER
03.2025 - Current
Job overview
- Empowering local leadership: Inspiring and equipping sales managers and sales teams to proactively generate demand and strategically position products and services to exceed ambitious annual revenue and profitability targets.
- Accelerating team performance: Acting as a transformative leader, coaching, developing, and motivating sales teams to identify and seize market opportunities, fostering a culture of innovation and competitive excellence to achieve aggressive regional and individual growth objectives.
- Driving revenue and profitability outcomes: Taking ownership of division financial performance by leveraging data-driven insights to uncover new growth opportunities, optimize resource allocation, and implement strategic adjustments that unlock market potential and deliver sustained success.
- Creating market momentum: Leading the execution of region-wide marketing strategies designed to stimulate demand, grow market share, and deepen customer engagement. Proactively addressing obstacles with innovative, action-driven solutions to ensure performance objectives are met and exceeded.
- Optimizing growth infrastructure: Oversee regional assets, resources, and operational processes to ensure they align with growth objectives. This includes optimizing delivery logistics, inventory management, and compliance frameworks to create a scalable platform for expansion.
- Driving strategic initiatives: Collaborating with C-Level executives to develop and deliver transformative strategic and tactical initiatives that expand market reach, ignite customer demand, and position the company for long-term leadership in the industry. Contributing critical insights during annual forecasting and budgeting cycles to shape a visionary roadmap for regional growth.
JACKPOT.COM
OPERATIONS SUPERVISOR
11.2024 - 03.2025
Job overview
- Lead and ensure successful day-to-day lottery processing operations by overseeing and training a team of Operation Associates, proactively making recommendations for operational improvements, and providing general technical support.
- Serve as the first point of contact for our Operations Associates and support escalations in the absence of the Operations Manager including facility issues, product outages, and staffing gaps.
- Support back-end operations and general quality control by maintaining ticket equipment, ensuring the integrity and streamlining of processes, and monitoring execution of processes by team members.
- Prepare SOS (Start of Shift) & EOS (End of Shift) reports on a daily, weekly, and monthly basis; report shift performance metrics and escalate issues to Operations Manager.
- Oversee retail operations, including, sales, inventory, cash management, EOS draw reconciliation.
Topaz Cleaning & Restoration
DIRECTOR OF OPERATIONS AND BUSINESS DEVELOPMENT
06.2022 - 06.2024
Job overview
- Deliver strategic leadership to streamline operations, facilitate project management with commercial accounts, and spearhead business development initiatives, with a focus on aggressively growing the business across targeted markets. Provide direction to oversee accounts receivable/payable functions, administer budgets, and manage business forecasting aspects. Advance organizational goals/objectives by building strong relationships with key stakeholders, including vendors and customers. Develop and update employee schedules to ensure the smooth flow of business operations. Conduct market research to analyze customer needs, competitors’ activities, and business trends/opportunities.
- Solely steered operational aspects across both San Antonio and Houston business locations while running job sites, interviewing employees, and executing business decisions to maximize profitability and revenue.
- Sourced/hired new talent and led training initiatives to maintain a high-performance work culture.
- Established KPIs to help align the business to achieve strategic goals, such as profit, growth, performance, and sales levels.
- Raised brand reputation across targeted markets by leading marketing initiatives, including social media campaigns.
- Successfully developed, organized, and implemented sales outreach programs.
- Project manages all facility projects and works with all vendors and contractors from securing permits to overseeing projects from beginning to completion.
Texas Outlaw Cycles
GENERAL MANAGER
11.2020 - 06.2022
Job overview
- Provided strategic direction to drive all aspects of the business, including accounts payable/receivable, financial management, reporting, and market research. Fostered productive relationships with insurance companies, adjusters, and local enforcement agencies. Ensured execution of repair and maintenance tasks by developing service tickets.
- Promoted organizational services to customers through communication planning and social media marketing.
- Interviewed/hired qualified professionals and provided coaching/mentorship to drive the professional growth of employees.
GrubHub
FOOD STYLIST
12.2019 - 03.2020
Job overview
- Styled and plated local restaurant meals in a visually appealing manner for the photoshoots. Traveled across the United States with a photographer to conduct shoots at different restaurants.
- Supported marketing and sales of the food outlets by styling plate images used in the GrubHub ordering app.
USAA Federal Savings Bank
LOAN ORIGINATIONS – MEMBER SOLUTIONS
01.2018 - 09.2018
Job overview
- Maintained high-quality service standards to provide world-class member experiences for military families. Managed escalated calls and resolved member issues by proposing creative solutions while thinking out of the box.
- Rendered quality support for processing and validating auto and personal loans ranging from $5K - $100K.
- Drove team success by setting goals/metrics and providing mentorship.
Time Warner Cable
TECHNICAL SUPPORT / SME - VIDEO REPAIR
01.2016 - 01.2017
Job overview
- Adapted consultative approach to promote and sell best-suited products tailored to customer needs. Improved customer experience by enhancing service levels in collaboration with multiple departments.
- Guided new agents to understand job roles and company policies/tools while attending new hire training classes.
- Ranked in the top 10% across the state (2017) for demonstrating exceptional customer service skills.
- Earned promotion from Video Repair Agent to Subject Matter Expert role within the first eight months of employment.
CONTRACT CORPORATE EVENTS COORDINATOR & PLANNER
01.2015 - 01.2016
Job overview
- Planned and organized events by managing overall operational and logistical functions. Accomplished projects within set timelines and budgetary constraints while driving maximum customer satisfaction.
- Successfully executed $100K to $1.1M corporate events across the nation while delivering superior customer service and fulfilling quality requirements.
- Promoted and publicized events by coordinating marketing and PR initiatives.
Rackspace Hosting
COMMUNITY ENGAGEMENT MANAGER
09.2012 - 08.2014
Job overview
- Created plans to achieve defined scope and key milestones for large-scale public forum / internal community for the company. Met staffing needs for the projects, oversaw task delegation, spearheaded internal/external engagement initiatives, and leveraged opportunities for product enhancement. Drove consistency across job role definition and performance while monitoring organizational flow chart.
- Devised and executed plans and enterprise-wide processes, surrounding strategic engagements, escalations management, and customer/personnel rewards and recognition.
- Spearheaded the launch of gamification and implementation of engagement plans and process improvements while heading the 2013 Community Program.
- Managed the initial launch of the 2012 Community Program, including a one-day/all-day event for 4,000 personnel, while controlling booth set-up and overseeing food preparation and promotional gifts.
- Implemented a program that engaged 3,000 employees while creating an incentive plan with a $5K reward, $10 per employee contribution. Proposed plan for cross-functional leadership and acquired budget funds for project execution.
- Streamlined departmental operations and enhanced sales lifecycle processes by formulating policies and procedures.
Skills
- Operations Leadership
- Strategic Planning & Execution
- Budgeting & Forecasting
- Corporate Events Planning & Execution
- Contracts & Deals Negotiation
- Customer Service & General Management
- Policies & Procedures Creation
- Full Lifecycle Project Management
- Accounts Payable & Receivable
- Sales
- People Management
- Recruitment & Hiring
- Staff Coaching & Mentoring
- Performance Management
- Reporting & Data Analysis
- Business Development
- Operations management
- Process improvement
- Strategic planning
Accomplishments
- Collaborated with team of 15 in the development of the Rackspace Community online program.
- Achieved a 30% reduction in 1:1 customer phone and ticket system support by introducing a private customer forum for support tasks to reach a one-to-many solution.
- Resolved product issue through consumer testing.
ADDITIONAL EXPERIENCE
- General Manager | Alfresco Patio Store 2012
- Project Coordinator | Chandler Signs (3 mo. contract) 2012
- Business Development Manager | BlogWorld & New Media 2010 - 2011
- Sales & Project Manager | E. Webscapes 2010 - 2011
- Community Engagement Manager | PEER 1 Network 2007 – 2010
- Self Employed Contract Recruiter | Credit Solutions 2005 – 2007
- Billing Manager | 2003 – 2007
Languages
English
Native or Bilingual
Timeline
GENERAL MANAGER
BLUEWATER POOL SERVICES
03.2025 - Current
OPERATIONS SUPERVISOR
JACKPOT.COM
11.2024 - 03.2025
DIRECTOR OF OPERATIONS AND BUSINESS DEVELOPMENT
Topaz Cleaning & Restoration
06.2022 - 06.2024
GENERAL MANAGER
Texas Outlaw Cycles
11.2020 - 06.2022
FOOD STYLIST
GrubHub
12.2019 - 03.2020
LOAN ORIGINATIONS – MEMBER SOLUTIONS
USAA Federal Savings Bank
01.2018 - 09.2018
TECHNICAL SUPPORT / SME - VIDEO REPAIR
Time Warner Cable
01.2016 - 01.2017
CONTRACT CORPORATE EVENTS COORDINATOR & PLANNER
01.2015 - 01.2016
COMMUNITY ENGAGEMENT MANAGER
Rackspace Hosting
09.2012 - 08.2014
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