Charles Alvear headshot
Charles Alvear headshot

Video Introduction

Coming soon…

My Résumé


Seeking leadership role in Contact Center Operations to drive organization toward achievement of business goals.


Motivated, personable business professional with a BBA in Accounting and over 20 years of experience in a contact center environment, including 14+ years in a call center leadership capacity. Talent for quickly mastering technology and business applications. Diplomatic and tactful with professionals at all levels. Possess a strong passion for developing people and assisting staff with career advancement. Self-taught in many common business applications such as MS Excel, Crystal Reports and MS Visio. Flexible and versatile – able to maintain poise under pressure. Demonstrated ability to easily transcend cultural and personality diversity which enables me to foster a cohesive team environment.

Skills Summary

  • Contact Center Management

  • Workforce Management

  • Report Development

  • Staff Training

  • Conflict Resolution

  • Creative Thinker

  • Customer Training

  • Social Media Marketing

  • Public Speaking

Professional Experience


• Manager/Sr. Manager for Abila Customer Support, 10 years:

• Designed/Implemented knowledge management systems
• Implemented ACD Systems (Aspect, Cisco, XO Communications/LiveOps)
• Developed workforce scheduling tool using Excel and Erlang formulas
• Project manager for SCP certification
• Co-managed implementation of hybrid inbound support model
• Created and analyzed reports to facilitate decision-making for team leaders
• Conducted annual reviews for staff

• Customer Support Analyst, 6 years:

• Supported DOS and Windows versions of MIP/NPS Fund Accounting software
• Handled technical troubleshooting for Texas Instruments laptops
• Provided technical support for the initial release of MS Windows 95 operating system

• Call Center Reports Analyst, 1 year:

• Developed and analyzed call center reports for client billing

• Customer Service Supervisor, 1 year:

• Supervised staff of 12 teleservice agents, ensuring my team maintained adequate inbound call coverage provided stellar customer service and adhered to policies and procedures

• Customer Service Representative, 3 years:

• Assisted customers with placing orders from the Sears Catalog
• Aided customers with basic appliance troubleshooting and scheduling service repairs


• Staff Training Manager, 3 years:

• Developed staff training curriculum templates and guidelines which are used as standards for current staff training courses in NPS Customer Support
• Delivered new hire training and orientation presentations to new support staff
• Developed concept and implemented an Analyst Assessment program
• Developed impromptu video presentations for analysts to learn newly implemented tools or procedures


• Sr. Manager, Social Media, 10 months:

• Managed multitude of social media business accounts with focus on increasing fan base and optimizing fan base engagement
• Developed and edited content for corporate blogs, internal company communications and external communications
• Assisted with maintenance of Drupal website
• Led mobile app development project with Eventpedia (partner) for two company conferences

Employment History

Self-Employed – Leander, TX, September 2014 – Present

  • Sept 2014 – Pres.: Freelance Video Development
  • Sept 2014 – Pres.: Freelance Photography
  • Sept 2014 – Pres.: Guitar Instruction

MIP/BEST/SAGE/ABILA – Austin, TX, November 1996 – July 2014

  • Oct 2013 – Jul 2014: Sr Manager, Social Media – Marketing
  • Nov 2010 – Sept 2013: Staff Training Manager – Customer Support
  • Oct 2000 – Nov 2010: Manager / Sr. Manager – Customer Support
  • Nov 1996 – Oct 2000: Customer Support Analyst I & II – Customer Support

1(800) Service Partners/Cornerstone – Austin, TX

  • Jan 1996 to Oct 1996: Technical Support Analyst (Contract) – TI Support Team

Unisys – Austin, TX

  • Jun 1995 to Dec 1995: Windows 95 Support Engineer (Contract), Technical Support

Contract Work – San Antonio, TX

  • Nov 1993 to June 1995: Held several temporary accounting positions

Sears, Inc. – San Antonio, TX, April 1989 – November 1993

  • Jan 1993 to Nov 1993: Customer Service Supervisor
  • Apr 1989 to Dec 1992: Customer Service Rep


BBA-Accounting, Cum Laude, 1992
University of the Incarnate Word – San Antonio, TX
GPA: 3.64; Dean’s list in all semesters. Alpha Chi Honor Society


Certified Support Manager, 2008
Service Strategies – San Diego, CA

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