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
San Francisco, CA
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
San Francisco, CA
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
Wilkes-Barre, PA
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
Dallas, TX
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, PASkills
- 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