1. Oliver V. Charles, Jr.
5406 Candletree Dr.
Houston, TX 77091
(217) 855-4466
ov1959@hotmail.com
Customer Service Supervisor
Qualifications Summary:
A Middle Management professional with more than ten years experience in Customer Service;
primarily focusing on customer loyalty and retention; a talent for analyzing customer concerns
and finding innovative solutions.
Career Summary:
• Prescreen & interview applicants for placement.
• Participate in the selection of applicants for New Hire Training.
• Facilitate New Hire Training.
• Supervise team of 30 to 40 Selling Associates.
• Coach, mentor, and monitor performance & productivity.
• Review Sales and Productivity Reports to ensure department on track
to achieve company established sales goals.
• Provide feedback to selling associates to assist with the achievement of
their individual department established sales and productivity goals.
• Monitor vendor sales reports to identify areas of opportunity.
• Partner with division and regional managers as well as vendor
representatives to ensure maximum vendor sales potential.
• Ensure merchandise presentation guidelines are met.
• Complete self-audits to ensure compliance of operational procedures
as outlined by loss prevention.
• Provide feedback to Senior Management for the completion of Annual
Performance Appraisals.
• Review completed and approved Annual Performance Appraisals with
Selling Associates.
Accomplishments:
• “Certificate of Participation” (Customer Service Appreciation Week
2010).
• “Good Attitude Award” (participation in Bridal Show Extravaganza
2010).
• “Certificate of Appreciation” (for Outstanding Commitment to Quality
Service and Customer Satisfaction 2009).
• “Certificate of Participation” (successful completion of the Outbound
Contact Center Fashion Show 2009).
• “Outbound Contact Center “Perfect Attendance Award 2009”.
• “Certificate of Achievement” (Outbound Contact Center Employee of
the Month 2009).

2. • “Certificate of Achievement” (Men’s Wearhouse Outbound Telesales
Training 2009).
• “Certificate of Achievement - Top Loyalty Area 2006.” (223% to goal
for new credit applications during fall of 2006).
• “Certificate of Achievement - Top Sales Results 2006” (100% to sales
plan during spring of 2006).
• “Certificate of Achievement” (credit stretch goal with 0 non performers
June of 2006).
• “Certificate of Achievement” (3 consecutive months Spring Season
Pacesetters Club Membership - May 2006).
• “Certificate of Recognition” (Area Sales Manager of the Month - August
2006).
Professional Experience:
Houston Community College, (Houston, TX)
• Lab Assistant I 2015 - Present
Affiliated Computer Systems, ACS (Houston, TX)
• Sprint Customer Care Representative 2012-2013
Men’s Wearhouse, (Houston, TX)
• Marketing Call Center Team Lead 2011-2012
• Marketing Call Center Training Specialist 2010-2011
• Marketing Call Center Consultant 2008-2010
Federated Department Stores, INC. “MACY’S” (Springfield, IL.)
• Area Service Manager, (Dresses, Suits, Coats, Swimwear, and Petites)
2005-2007
• Sales Associate, (Men's Furnishings) 2003-2005
Anderson Financial Network, Inc. “AFNI” (BLOOMINGTON, IL.)
• Call Center Supervisor 2001-2003
Providian Financial, (Pleasanton, CA)
• Customer Service Representative 1999-2001
JC Penney’s, Co. (Stockton, CA)
• Commission Sales Associate, (Shoe Dept.) 1995-1999

3. Computer Experience:
• Excel - Formulate spreadsheets for various reporting purposes.
• PowerPoint - Used to create training presentations.
• Outlook - Communicated via Outlook email with account managers,
department managers, and client representatives.
• Word - Used Microsoft Word to write resumes, essays, and other
various types of word documents.
Education:
• Houston Community College, (Houston, TX)
• AA Degree 06/1995 - San Joaquin Delta College, (Stockton, CA)