Years of experience: 23

Chat SupportCustomer ServiceHelp Desk SupportCall CenterCustomer Support RepresentativeSupport Specialist

Trust Score

Exceptionally trusted; proven professional excellence.

80%
Edgar's Career Path
Service Delivery ManagerMar. 2024 -
Dec. 2024
1PathService Delivery Manager
Atlanta, Georgia, United StatesDesigned and implemented the Enterprise Organization's hiring, training, and coaching process. Developed and implemented Standard Operation Procedures, Operation Policies for the Support team and the Deployment Team Deployed and implemented a continuous improvement plan to achieve 30% improvement weekly and maintain the SLO over 90% over the last 10 months. Currently leading the highest-perfo...
Customer Experience ManagerJul. 2023 -
Mar. 2024
Soft Point Media, Inc.Customer Experience Manager
Chatsworth, CaliforniaCreate QBR framework Created CXM Best Practices Standardization of the Sales Processes
Service Delivery ManagerMar. 2023 -
Jul. 2023
Simplified IT ConsultingService Delivery Manager
Canoga Park, CaliforniaCreated and Implemented Standard Operation Procedures and Policies for the Service Desk. Created and Implemented Standard Operation Procedures and Policies for Service Dispatch Created and Implemented KPIs for the Service Desk Migrated PSA from Kaseya to CW Manage Migrated from knowledge base from IT Glue to Hudu Hired, trained, and coached Service Desk and Professional Services Engineers.