Summary
Overview
Work History
Education
Skills
Timeline
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Charlie Lukasavage

Charlie Lukasavage

Wilkes-Barre

Summary

Experienced leader with proven record of streamlining processes and leading high-performing teams. Known for strong analytical skills and commitment to achieving results. Throughout my career, my passion for continuous improvement has always been at the forefront - whether in personal development, team member development, or driving positive change to business processes.

Overview

16
16
years of professional experience

Work History

Business Enablement Manager

Super Home Inc
06.2021 - 10.2023
  • Conducted regular assessments of existing business processes, identified areas for improvement, and worked closely with stakeholders to implement solutions
  • Implemented new reporting and analysis processes, providing insights and visibility to key stakeholders across the organization
  • Developed training materials and conducted training programs for new employees as well as materials for existing employee's continued development
  • Developed and managed project plans and timelines ensuring timely and successful project delivery and implementation
  • Implemented and administered multiple technology, communications, and automation platforms - Salesforce Service Cloud, ZenDesk, Nice CXone, Natterbox (telephony and workforce management), Guru, Zapier, Stripe, Slack, and more

Operations Manager

Super Home Inc
01.2019 - 06.2021
  • Oversaw day-to-day customer and contractor-facing operations for a fast-growing subscription-based home services company
  • Created and maintained agent KPI dashboards and reports to drive data-driven decision-making and identify areas for improvement
  • Conducted regular performance evaluations to provide coaching and mentoring to team members
  • Worked closely with the engineering team to spec out and build an internal product that drove additional operational efficiency for both internal teams and the contractors who used the platform
  • Handled the most sensitive, highly escalated customers and coordinated efforts with the Customer Advocacy team to resolve
  • Monitored Super's online reputation on social networks and review sites. Coordinated with marketing teams to address

Chief Operating Officer

Tunefly
09.2016 - 09.2018
  • Spearheaded artist acquisition efforts, and successfully onboarded thousands of musicians to the platform
  • Led customer experience management, implemented a feedback system, and personally responded to customer inquiries and complaints to ensure high levels of satisfaction and retention
  • Conducted market research and competitive analysis, identified opportunities for growth and innovation, and presented findings to the co-founders/investors to inform business strategy and planning
  • Collaborated with the co-founders to develop and execute a lean startup approach, optimized resources, and achieved significant milestones within a tight budget and timeline

Market Manager

Travelocity
10.2007 - 02.2014
  • Managed ~250 hotel accounts with an annual revenue goal of ~$1m
  • Analyzed existing and negotiated new contracts
  • Solicited and secured participation in all Travelocity sales programs and lines of business
  • Conducted sales meetings (in-person, phone, video) to review performance and set up an action plan for success
  • Supported hoteliers with all Travelocity products and services
  • Generated marketing leads and worked with our ad sales team to generate additional revenue

Education

Computer Science

Bloomsburg University of Pennsylvania
Bloomsburg, PA

Skills

  • Business Analysis
  • Process Improvement
  • Project Management
  • Data Analysis
  • Strategic Planning
  • Operations Management
  • Software Implementation
  • Cross Functional Team Management

Timeline

Business Enablement Manager

Super Home Inc
06.2021 - 10.2023

Operations Manager

Super Home Inc
01.2019 - 06.2021

Chief Operating Officer

Tunefly
09.2016 - 09.2018

Market Manager

Travelocity
10.2007 - 02.2014

Computer Science

Bloomsburg University of Pennsylvania

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Charlie Lukasavage