Ed Ariel Email & Phone Number

Medfield, MA, US

Advise, guide, and coach CEOs and senior leadership regarding Customer Operations, Customer Experience, business strategy, partnerships, business development, and financing. - Managed teams of up to 40 people - Balance of tactical, hands-on, and high-level strategy- Optimized operations in a scaled, global 24/7 Support organization in a SaaS model- Rebuilt.

Yorktown, VA, US

We are on a mission to bring remote work to military spouses and veterans. Our TROOPs are standing by, around the globe, ready to cover down on all of your customer service needs. Troop offers Remote Operations in the following areas: Phones, Chat, Email, Text, Social Media Management, & Consulting.

Canton, Ohio, US

Recruited by CEO and Founders to optimize customer operations, team construction, and technology to pre-pare third-party delivery company for a strategic transaction. · Provided Strategic Leadership to the Executive Team.· Improved efficiency of Delivery Routing Team by 40% in first four months · Increased NPS by 10 points by improving training, service.

Boston, MA, US

• ezCater is the only nationwide marketplace for business catering. ezCater’s online ordering, on-time ratings and reviews, and 5-star customer service connect businesspeople to reliable catering for any meeting.
• Member of Executive Team that grew valuation from 12 million to 1.25 billion over 5 years.
• Built successful in house and outsource contact centers in multiple locations in the US and Internationally.
• Increased rate that orders are completed without manual intervention from 14% to 60% through reengineering of workflows.
• Created relationship management team that focused on retaining the highest spending customers and increasing their share of wallet.
• Led project that created customer service focused sales team that has the second lowest new customer acquisition cost among all channels.

Boston, MA, US

Boston, MA, US

• Maintained previously detailed Risk Management responsibilities and assumed Customer Operations Management role
• Responsible for Account Management Team tasked with increasing sales and supporting TNCI’s top 1,000 customers
• Managed all daily operations of multiple 24 X 7 Customer Service call centers.
• Managed channel partner relationships - sales and support
• Tasked with bridging the gap of support for clients and sales operations, providing a consistent message and exceptional performance delivery.
• Provided the main escalation point for all departments to address, resolve, and communicate all service work, questions, and issues.

• Maintained previously detailed Risk Management responsibilities and assumed Regulatory Compliance Management role
• Responsible for compliance with all federal, state, and local regulatory matters.
• Monitored regulatory environment and evaluated impact of potential changes to the TNCI short-term and long-term business plans.

• Reported directly to TNCI President.
• Responsible for company-wide bad debt results through management of fraud, credit, and collections functions.
• Reduced bad debt from over 4% in 2003 to.5% within 2 years and maintained results to the present.
• Credit Review automation – implemented and administered Decision Express/DnBi credit tool. Integrated with internal ordering system to reduce new order processing time from 2 days to less than an hour.
• Fraud Review Automation. Implemented Equinox Protector to streamline identification of potential fraud cases and reduce losses to TNCI and the end users.

Boston, MA, US

• Managed team of programmers and systems analysts responsible for improving business by creating and distributing recurring and ad hoc reports to all Divisions within Systems Company
• Improved productivity of team members utilizing LEAN techniques to increase skill sets with a focus on quality and customer satisfaction.
• Administered PlanView resource planning and project management system. This included developing standard procedures, conducting training, and supporting end users.
• Serves as Systems Company contact for DocuShare information repository system, created guidelines for project and department information and all training materials.

Dallas, TX, US

• Responsible for the daily operations of 170 customer-focused collections agents, including supervisors, representatives, and administrative support. Responsible for recruiting and hiring employees at all levels.
• Received 1999 Management Award for overall management excellence.
• Responsible for Account Management Team tasked with increasing sales and supporting AT&T’s largest corporate customers in California and Nevada.
• Created and maintained capital and expense budgets. Consistently operated within budget.
• Managed technical team responsible for IEX Force Module, Aspect, and Telegence AR Systems.
• Managed Project Team that decreased agent call volume by 20% though increased automation and increased agent functionality.

Master Of Business Administration (Mba), Management Information Systems

Ba, Journalism/Business