Customer Support & Quality Assurance Leader (Remote)

EDWARD SCHULENBURG

Remote (based in Richmond, TX 77406)

832-***-**** **************@*****.***

Customer Support Specialist (Email/Chat) Data Quality & Content Review SOP-Driven (Remote)

PROFESSIONAL SUMMARY

Remote-ready operations leader with 30+ years of experience delivering consistent customer support and quality-focused results through clear written communication, accurate documentation, and SOP-driven execution. Former business owner who scaled and sold a top Houston events venue in 2024. Strong in email/chat style support, issue resolution, coordination, and content/data review where accuracy and policy adherence matter.

CORE STRENGTHS

Written customer support (email/chat) Issue resolution & de-escalation Documentation & follow-through SOPs/checklists Scheduling & coordination Training/coaching Vendor management Process improvement Quality control mindset

PROFESSIONAL EXPERIENCE

KCW Group LLC — Houston, TX

Managing Member 02/2015–03/2024 (Business sold)

• Managed high-volume customer/client communication from inquiry through resolution; set expectations, handled escalations, and ensured timely follow-through.

• Documented requirements, changes, approvals, and timelines to maintain accuracy and prevent service issues.

• Coordinated vendors/partners and internal resources to meet deadlines in a fast-paced, service-driven environment.

• Hired, trained, and coached staff to improve responsiveness, consistency, and customer satisfaction.

• Implemented streamlined processes, templates, and checklists that improved productivity and reduced avoidable errors.

• Supported business administration (budgeting/forecasting, vendor agreements, insurance/banking) while maintaining service quality.

Meriplex Communications — Houston, TX

Sales Manager 01/2004–01/2015

• Built and maintained client relationships; identified needs, communicated solutions, and ensured strong follow-through.

• Consistently exceeded quarterly targets through disciplined pipeline management and customer-focused outreach.

• Led training and coaching to improve communication, product knowledge, and performance.

• Developed and executed sales plans aligned with growth goals and market conditions.

EARLIER EXPERIENCE

Director of Sales, Pinnacle Publication — Houston, TX

PREFERRED WORK SETUP

Remote only • Weekdays, standard business hours (CT) • Prefer email/chat (non-phone) roles

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