Andy Charles
Orlando,FL
Summary
Organized, client-focused leader with a finance degree and a strong track record of exceeding KPIs in both operations and client engagement. Experienced in building lasting client relationships, driving performance improvements, and managing high-value portfolios. I am skilled in stakeholder management, process improvement, and data-driven decision making.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Client Engagement Executive
Veritas Prime
01.2023 - Current
- Manage relationships with a portfolio of 60 clients across diverse industries, ensuring satisfaction, retention, and growth.
- Act as the primary liaison between clients and internal teams, aligning business needs with solutions to drive successful outcomes.
- Lead Quarterly Business Reviews (QBRs) with executives, highlighting performance, ROI, and opportunities for optimization.
- Partner with cross-functional teams to resolve escalations quickly while maintaining positive client relationships.
Contact Center Manager
Veritas Prime
01.2022 - 01.2023
- Oversaw daily operations of a client support center, managing staffing, scheduling, and performance for frontline teams.
- Implemented process improvements that improved response time and reduced escalations.
- Developed training and coaching initiatives to enhance service quality and team efficiency.
- Drove improvements in KPIs, including customer satisfaction, first-call resolution, and retention metrics.
Portfolio Manager
Store Space
01.2020 - 01.2022
- Lead a team of 10 analysts driving performance improvement across 155+ store locations with ~$2B in assets.
- Built and implemented asset management infrastructure to measure and report KPIs.
- Manage capital deployment, fund-level management fees, budgets, financial reporting, and variance analysis.
- Source deals for new developments, land acquisitions, and redevelopment projects.
Client Support Specialist II
ADP
01.2017 - 01.2020
- Managed 40 top-tier accounts valued at $1M+, serving as subject matter expert on payroll, benefits, compliance, and technical issues.
- Oversaw transition of 200+ client accounts from implementation to launch.
- Supported new hire teams, maximizing retention and client satisfaction.
- Conduct qualitative and quantitative analyses to identify issues and deliver timely solutions.
COBRA Account Manager / Sr. Analyst
PlanSource
01.2014 - 01.2017
- Trained major clients on HR software solutions, open enrollment, and system configuration.
- Provided Tier 1 & 2 client support and partnered with third parties to resolve escalations.
- Served as reporting SME for Salesforce, BI tools, and revenue maximization projects.
- Produced insights via MS Power BI, Tableau, and Excel to support operational leadership.
Analyst
Lockheed Martin
01.2010 - 01.2014
- Reduced defects by 25% through root-cause analysis and cross-functional collaboration.
- Managed sensitive inventory and documentation with strict accuracy.
- Developed and presented performance improvement strategies to senior stakeholders.
Sales Team Manager
Expand, Inc.
01.2006 - 01.2012
- Co-managed 50 employees across scheduling, hiring, training, and payroll.
- Developed new processes and scripts that drove efficiency and sales growth.
- Led teams of 25–50 reps, contributing to four record-breaking sales months.
Education
Certificate of Technical Studies - Hospitality Management
Mid Florida Tech
Orlando, FL05-2005
High School Diploma -
Jones High School
Orlando, Fl 05-2005
Skills
- QuickBooks
- Salesforce
- Power BI
- Tableau
- Excel
- PowerPoint
- Accounting Software
- Multi-family Asset Software
Certification
Sanfoundry – AI Certification
Alison – AI Governance and Ethics
CCIM Certification
Timeline
Client Engagement Executive
Veritas Prime
01.2023 - Current
Contact Center Manager
Veritas Prime
01.2022 - 01.2023
Portfolio Manager
Store Space
01.2020 - 01.2022
Client Support Specialist II
ADP
01.2017 - 01.2020
COBRA Account Manager / Sr. Analyst
PlanSource
01.2014 - 01.2017
Analyst
Lockheed Martin
01.2010 - 01.2014
Sales Team Manager
Expand, Inc.
01.2006 - 01.2012
Certificate of Technical Studies - Hospitality Management
Mid Florida Tech
High School Diploma -
Jones High School