Edward Brooks Email & Phone Number

Marietta, GA, US

Peachtree Corners, Georgia, US

• Responsible for the Telecommunications services provided to call centers throughout the US.
• Transitioned from consultant to full-time role, assuming key operational responsibilities from the CEO.
• Led strategy, network architecture, systems enhancement, operational KPI’s, and analytics.
• Developed operational support systems and reporting structures to improve Telecom Services.
• Established end-to-end service delivery and support processes focusing on trouble resolution and customer engagement.
• Led CRM and ticketing systems migration to a new platform, improving customer interaction and support efficiency.

Little Rock, AR, US

• Responsible for overall customer experience for Voice, Data, Cloud, SASE, and SD-WAN services as well as Professional and Concierge services.
• Transformed and enhanced customer experience, managing over 240 engineers, technicians, and managers.
• Improved Net Promoter Score (NPS) by 380%, consistently achieving high scores through data-driven support and VOC tools like Medallia and SurveyMonkey.
• Developed and implemented customer journey maps, identifying gaps and optimizing communication touchpoints.
• Partnered with cross-functional teams including Sales, Customer Success, Product Management, and Digital Teams to create cohesive messaging strategies.
• Analyzed customer ticketing and call volume metrics to discover and develop improvements in customer solutions.

• Directed engineering, service delivery, and customer support for a small wireless broadband carrier.
• Managed business design, delivery, and support, and redefined Salesforce system for operational efficiencies.
• Developed standard designs and deployment strategies, optimizing customer experience.
• Spearheaded migration of 3,000 lines, resulting in $75,000 monthly savings.
• Reduced install times by 40% and costs by 33%, enhancing customer satisfaction and operational efficiency.
• Improved Salesforce system efficiency, resulting in a $35,000 monthly revenue increase.

Mclean, VA, US

• Directed day-to-day operations for a mid-sized VoIP/Unified Communications provider.
• Oversaw Engineering, Planning, Service Delivery, Data Center Management, Project Management, Field Services, Customer Support, Logistics, and Vendor Management.
• Established consistent customer deployment standards and enhanced service delivery workflows.
• Led conversion of 50k users to BroadSoft M6 solution, achieving 99.999% network stability.
• Reduced COGS by $220k per month through new carrier reseller agreements and optimization.
• Served as technical lead during M&A and investment banking initiatives.

Atlanta, GA, US

• Directed Planning and Operations for a VoIP/Unified Communication provider.
• Hired as a change agent to reduce operational costs and transition from hosted PBX to Unified Communications.
• Led key initiatives in M&A, Planning, Carrier Management, Logistics, and Network Provisioning and Test.
• Redesigned IP network and integrated BroadSoft into the VoIP product set.
• Reduced line costs by 41% over two years, enhancing customer satisfaction.
• Established end-to-end processes for customer design, order entry, and service delivery.

• Led Engineering, Operations, and IT for a rapidly growing startup providing global Wholesale and Enterprise Voice/VoIP services.
• Evaluated M&A opportunities and established end-to-end Service Delivery processes and standards.
• Developed SLAs and KPIs, reducing network costs by 37%.
• Defined and implemented monitoring and reporting tools.
• Managed customer support operations, enhancing customer experience and satisfaction.

• Initially hired as VP of Strategic Business Development, developed the newco strategy before transitioning to VP of Engineering and Operations.
• Oversaw Engineering, Service Delivery, NOC, Customer Service, Data Center Management, Planning, and Implementation.
• Developed product sets and pricing for a new division of KMC Telecom.
• Established customer design standards and end-to-end service delivery workflows.
• Negotiated agreements for maintaining interconnection points.
• Collaborated closely with Sales on new opportunities, customer designs, and renewals.

US

• Developed and led global organizations responsible for Dial Access, DSL, and Internet Access.
• Directed Dial Planning, Project Management, Data Center Management, Engineering, Provisioning, Testing, QA, and Network Optimization.
• Successfully reduced network deployment costs by 66%.
• Introduced process enhancements that cut circuit delivery intervals by 70%.
• Initiated network-wide optimization efforts that decreased annual line costs by $150M.
• Analyzed customer behavior and network data to drive continuous improvement in customer experience and operational efficiency.

US

Installed and Maintained Nortel PBX and Key Systems

FT contractor responsible for outside and inside repair of local telephone services

Maintained outside facilities for Southern Bell *part time during 1993*

Outside plant tech responsible for maintenance of aerial cable plant

General

General

Education record