Ed Klosterman Email & Phone Number

San Marcos, California, United States

The position of Global Service Optimization Leader is pivotal in steering the company toward superior customer support and operational excellence. 𝗟𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽• Team Development: Lead and mentor a diverse Global Technical Team based in Austin, Texas, ensuring continuous professional growth.• Customer-Centric Culture: Instill a culture focused on exceptional customer service and support across the organization.• Performance Metrics: Establish and monitor clear performance metrics to assess and enhance team performance.• Critical Thinking: Promote fast and quality-driven decision-making within the team.• Service Culture Development: Cultivate a strong service culture throughout the global organization to enhance service delivery.𝗕𝘂𝘀𝗶𝗻𝗲𝘀𝘀 𝗜𝗻𝗻𝗼𝘃𝗮𝘁𝗶𝗼𝗻, 𝗧𝗲𝗰𝗵𝗻𝗼𝗹𝗼𝗴𝘆, 𝗮𝗻𝗱 𝗦𝗼𝗹𝘂𝘁𝗶𝗼𝗻𝘀• Creative Implementation: Identify and implement innovative concepts that bridge vision and execution to achieve service excellence.• Technology Enhancements: Research and deploy viable technologies that increase operational efficiencies and effectiveness in service delivery.𝗪𝗼𝗿𝗸𝗳𝗼𝗿𝗰𝗲 𝗗𝗲𝘃𝗲𝗹𝗼𝗽𝗺𝗲𝗻𝘁• Training Academy: Create an Academy with strategic curricula aimed at developing employee skills, promoting competency, and fostering engagement.• Career Growth Promotion: Encourage career advancement through technical and managerial training opportunities.𝗤𝘂𝗮𝗹𝗶𝘁𝘆 𝗮𝗻𝗱 𝗖𝗼𝗺𝗽𝗹𝗶𝗮𝗻𝗰𝗲, 𝗱𝗿𝗶𝘃𝗶𝗻𝗴:• Corporate Audits• Service Quality Standards.• Performance Analysis• Training Effectiveness

San Marcos, California, United States

𝐄𝐱𝐞𝐜𝐮𝐭𝐢𝐯𝐞 𝐢𝐧 𝐑𝐞𝐬𝐢𝐝𝐞𝐧𝐜𝐞 (𝐄𝐈𝐑) 𝐚𝐭 𝐂𝐒𝐔𝐒𝐌I serve as a Lead Executive in Residence (EIR) at California State University San Marcos (CSUSM), where I not only act as an EIR but also coach new EIRs to ensure quality and student success. This role allows me to support both students and fellow professionals, building a foundation for San Diego’s future business leaders.________________________________________𝐖𝐡𝐚𝐭 𝐄𝐈𝐑𝐬 𝐃𝐨EIRs are San Diego-based professionals with real-world experience who help students navigate the Business Professional Development program. We focus on bridging the gap between academics and the workplace, ensuring students are well-prepared to pursue their professional goals.________________________________________𝐊𝐞𝐲 𝐂𝐨𝐧𝐭𝐫𝐢𝐛𝐮𝐭𝐢𝐨𝐧𝐬 𝐨𝐟 𝐄𝐈𝐑𝐬• Classroom Instruction: Lead weekly class sections and provide real-world insights into business.• Informational Interview Support: Guide students on how to connect with professionals and conduct informational interviews.• Mock Interview Practices & Etiquette Dinners: Help students polish their interview skills and host dinner events to teach professional etiquette.• One-on-One Career Coaching: Offer individualized career guidance, coaching up to 20 students each semester.________________________________________𝐈𝐦𝐩𝐚𝐜𝐭 𝐨𝐧 𝐒𝐭𝐮𝐝𝐞𝐧𝐭𝐬EIRs play a vital role in shaping San Diego’s future business leaders by providing hands-on learning opportunities. Through mentoring, coaching, and instruction, we help students build the skills needed for career success and ensure they graduate ready to thrive in their industries.

Provide senior leadership to ADAPT staff to: engage with leadership teams and subject matter experts, scope engagements, develop proposals, deliver innovative solutions, and manage client relationships to ensure the finest customer experience. ADAPT builds, optimizes and transforms future-ready service organizations branded as The Elite Service Culture™.

Responsibilities include a $77M revenue budget, $26M operational expense budget and the management of greater than 100 professional service employees. Accomplishments include:• Service revenue growth rate exceeding organic sales growth rate for 10 consecutive years• Expense budget on plan for 10 years • Drive above average profit margins through strategic management, improvement initiatives and educational efforts• Promote Sales / Service partnership to maximize sales efforts• Industry recognized leader in customer satisfaction and established Service as a differentiation• Created a culture of continuous improvement, quality, adaptation and a focus on business acumen• Recognize service leader and routinely presents at industry event

Responsible for effectively and efficiently managing a profitable service operation on a national basis, 20 employees. Consistently delivered the highest quality customer service in unison with strategic goals and objectives. Actively involved with strategic planning, identify trends and opportunities, and accept added responsibility for projects designed to enhance operational quality and company image. Mentored and developed Regional Service Managers to ensure proper succession planning.

Responsible for effectively and efficiently managing a profitable service operation within an assigned geographical area. Build a high quality team of field systems engineers to promote service image, reputation and customer satisfaction necessary to support sales goals and objectives. Managed 12 employees and responsible for $3M of revenue.

Master Of Business Administration (Mba), 4.0

Education record

Strategic Leadership & Business Education Program from Duke Fuqua School of Business

Bachelor Of Science (B.S.), Business Administration And Management, General, 4.0