Charles Rubin, Manager

crubin@sdretail.com

Charles has over 9 years of consulting and business experience working with clients ranging from well-established enterprises to start-up ventures across a multitude of industry sectors. Throughout his career he has led executive level initiatives including the creation and implementation of organizational strategies, performance measurements, and process re-engineering. Charles has served in a management position with a major sporting goods and camping equipment retailer. He also has extensive experience in IT, customer service and call-center management.

Charles’ areas of expertise include:

Process Re-engineering: Assisted organizations in improving process efficiency in areas such as, task management, budgeting and finance, and marketing. Work resulted in significant time reduction and accuracy improvements including:

• Lead system selection project that included the integration of more than 22 legacy systems and 136 processes
• Negotiated teaming agreements with multiple technology vendors to develop a best of suite system pilot recognized by client as an “outstanding value”
• Led travel management process reengineering effort that drove average travel request cycle times from one week to two days
• Led the development of a transaction quality assurance program for a major financial institution that resulted in a 10% reduction in the number of unprocessed

Strategic Planning and Performance Measurement: Led organizations in the development of a comprehensive strategic plan including organizational Balanced Scorecards and Performance Measurement Systems.

• Led workforce initiatives that resulted in a 67% increase in employee satisfaction in four months
• Established performance measurement system that eliminated a three week lag time in information flow to executives resulting in real time management decision making ability
• Re-designed major organization to align with core strategies resulting in a 12.5% reduction in resource requirements

Customer Relationship Management: Developed and implemented customer management models to provide upgraded services to geographically disparate customer bases while reducing staff requirements resulting in significant increases in customer satisfaction ratings.

• Led initiative that resulted in the organization moving from being considered the ”worst” customer service provider to the “best” in its stakeholder community
• Developed CRM strategy, including system selection, at a major professional services organization leading to improvements in business development, revenue forecast accuracy, real time data availability, and 90% staff utilization average

Change Management: Developed and implemented corporate culture and organizational readiness assessments for well-established organizations resulting in leadership alignment and the rapid implementation of high priority initiatives.

• Facilitated over 150 executive workshops
• Developed change management training methodology and curriculum. Delivered course to major professional services firms, educational institutions, and public sector clients.

Charles has a Bachelor of Arts degree in Economics from the University of Massachusetts at Amherst, and a Master’s in Business Administration (with honors) from Boston University.

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