Customer Service Care
Resume:
EDWARD WARD
EXPERIENCED PEOPLE LEADER
CONTACT
*********@*****.***
https://www.linkedin.com/in/edward-
ward-169a8256/
PROFILE
Accomplished leader with VP & Director level at
SaaS and Contact Center organizations. Skilled
in creating and developing customer loyalty,
retention and reoccurring revenue growth.
Experienced in customer service, customer
experience, operations, marketing, product
development, account management, sales and
human resources. Experienced managing and
supporting residential customers, small businesses and large b2b Fortune 500/Fortune 50 clients
(Walmart, HSBC, JLL, Coors, Aramark). Specialty
with both start-up and scaled growth stages.
Successful people leader managing over 1,000
indirect employees located centrally, remotely
and worldwide.
SKILLS
• CUSTOMER SUCCESS
• CUSTOMER EXPERIENCE
• CUSTOMER SERVICE LEADERSHIP
• SALES, ACCOUNT MANAGEMENT &
RETENTION
• PROJECT MANAGEMENT & IMPLEMENTATION
• HR, TALENT ACQUISITION AND L&D
• FORTUNE 500 & FORTUNE 50 EXPERIENCE
• PUBLIC SPEAKING
• TECHNOLOGY
• OPERATIONS & FINANCE
EXPERIRENCE
EXPERIENCE
CEO
2018-2020 – All American Custom Designs
Managed day to day operations, including staffing, scheduling and finance. Managed all marketing and
customer outreach programs. Met with clients to discuss project scope and client requests. Prepared and oversaw budgeting, finance and payroll. Experienced with a variety of organic and paid acquisition channels like content creation, content curation, pay per click campaigns, event management, publicity, social media, lead generation campaigns, copywriting, performance analysis. Built strategic relationships with local businesses. Created actionable marketing plans.
• 10 YEARS CONTACT CENTER/CELL CENTER
LEADERSHIP EXPERIENCE.
• 4 YEARS EXECUTIVE SAAS LEADERSHIP.
• 14 YEARS EXPERIENCE MANAGING CROSS
FUNCTIONAL TEAMS.
• 14 YEARS EXPERIENCE OVERSEEING
CUSTOMER SERVICE, EXPERIENCE, SALES,
RETENTION AND OPERATIONS TEAMS
CAREER HIGHLIGHTS
Successful Contact Center leader with
over 50 direct reports and over 1,000
indirect reports. Daily call volume from
14k-16k.
Company high CSAT at Time Warner Cable
94%
Company low annualized attrition at Time
Warner Cable (7%).
Successfully launched retail sales program
in San Diego County for Time Warner
Cable. Responsible for training, staffing &
coordinating program launch with local
retail vendors, Walmart, Best Buy, etc.
Launched online chat support program for
Time Warner Cable and successfully
launched innovative Video Chat Support
Program. Directly responsible for staffing,
training and roll out of new companywide
initiative.
Appointed manager of new
SignatureHome Department with Time
Warner Cable. Responsible for hiring,
staffing, monthly budget and overall
operations. In addition to combining
customers’ most-valued features,
SignatureHome™ caters to a growing
residential market segment that places a
premium on personalized service,
installation and care. SignatureHome™
Vice President Customer Service,
Implementation and Account
Management
2016-2018 – Applications International Corporation Responsible for recruiting, training and staffing of Customer Service, QA and Implementation Departments. Traveled to customer locations presale & post sale and handled any escalations that were encountered. Spoke at trade shows and user conferences on product roadmap, enhancements and took customer requests. Drove
continuous performance improvements while maintaining low employee turnover and high employee satisfaction. Met with CEO routinely to discuss roadmap, budget and customer concerns. Led SCRUM meetings, product
development and software development meetings Drove holistic training strategy across all departments to create operational consistency.
Director, Customer Service
2014-2016 – Applications International Corporation Managed performance of supervisory staff. Oversaw the completion of creation of new hire training program. Led daily standup meetings with software development team. Hosted weekly Product Roadmap meetings with CEO and Sales Leadership. Led weekly Product Development
meetings with Software Development leadership team. Led SCRUM meetings and met weekly with software QA team and software development team. Created job
descriptions and set HR policies for customer service, QA, implementation teams. Tasked with yearly SOX
compliance oversight ensuring all company policies were followed. Created and wrote company policies, guidelines and compliance documents. Assisted with creation of company website, Facebook and other marketing outlets. Manager, SignatureHome & Technical
Support
2004-2014 – Time Warner Cable
Recruited, trained and staffed 24/7 365 call center. Coached and trained supervisory staff and oversaw the performance of 1,000+ indirect reports. Maintained highest in company Customer Satisfaction & NPS score. Responsible for supporting over 12million residential customers nationwide. Worked with remote outsourced teams located internationally. Responsible for chat support, email support and phone technical support teams. Managed Sales, Account Management and
Retention teams in addition to technical support and customer service teams. Wrote and created Learning and customers are assigned a specially trained
team of SignatureService agents, including
both Personal Solutions Advisors (PSA)
and Connections Specialists. PSAs, who
can be reached via a dedicated
SignatureHome™ phone line or priority
online chat, will field all SignatureHome™
customer inquiries, work with customers
to customize their connectivity needs, and
schedule a convenient reservation with a
Connections Specialist.
Worked closely with the U.S Department
of Commerce to ascertain Privacy Shield
certification. Created company Privacy
Statement injunction with rules and
regulations set by U.S Department of
Commerce. Privacy Shield Frameworks
were designed by the U.S. Department of
Commerce and the European Commission
and Swiss Administration to provide
companies on both sides of the Atlantic
with a mechanism to comply with data
protection requirements when
transferring personal data from the
European Union and Switzerland to the
United States in support of transatlantic
commerce.
Served as national Tier3 Task Force leader
focused on decreasing transfer rate from
Out Sourced Tier2 sites to internal Tier3
sites. Held weekly meetings with Tier2 &
Tier3 leaders reviewing opportunities to
decrease transfers by expanding Tier2
scope of support, new training curriculum
for Tier2 sites and potential invalid
transfers that should have been handled
by Tier2.
Development curriculum, department policies and HR policies.
PROFESSIONAL
RECOMMENDATIONS
Deborah Zaharychuk – Human Resources Manager
Time Warner Cable.
“While I have only known Ed Ward a relatively short time, from all the feedback I've been given, as well as everything I've observed, I can honestly say what a great people leader Ed is.
On a daily basis Ed gives his full support and
commitment to his Customer Care Team, at the same
time representing the industry by participating in numerous HR initiatives such as heading up Diversity Councils and attending job fairs to help lower income individuals find lucrative employment.
With Ed's patience, understanding of the business, his ability to lead through empathy, develop and
grow others, I see a great many more successes in
Ed's future.”
Sandra Rodriguez – Human Resources Manager
Time Warner Cable.
“Ed Ward was one of the most dynamic, hardworking
and efficient leaders I have had the pleasure of
working with. Ed cared deeply about his employees
while working tirelessly to improve employee
performance and balancing employee relations.”
Katie Yamashita – Head of Customer Experience &
Employee Experience
“Ed’s expertise and knowledge played a key role in the design and creation of our new hire training
curriculum. Ed not only assisted in the design &
creation but also recorded and wrote vast numbers
of LMS and training documents. Ed is one of the
hardest working professionals I have had the
pleasure of working with.”
REFERENCES
EDUCATION
Coleman University
2002-2004
Technical degree in Computer Networking.
HONORS AND AWARDS
Employee of the Quarter 2006
Selected as Employee of the Quarter at Time Warner Cable for performance.
Employee of the Quarter 2008
Selected as Employee of the Quarter at Time Warner Cable for performance.
Certificate of Recognition 2013
For living the values as a participant in the leadership mentorship program.
Vinit Ahooja, Vice President Customer Care
Time Warner Cable
Phone: 760-***-****
Email: *****.******@*****.***
Lee Santos, Area Vice President
California Coast Credit Union
Phone: 619-***-****
Email: ***.******@*****.***
Katie Williams, Head of Customer Care & Employee
Experience
Go2
Phone: 323-***-****
Email: *****.*********@*****.***
Sandra Rodriguez, HR Manager
Time Warner Cable
Phone: 858-***-****
Email: ***************@*****.***
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