Ed Hanson Email & Phone Number

San Antonio, Tx, Us

Walldorf, Bw, De

Oversee the development, execution, and management of all four marketing streams in the business cycle: Strategy & Business Planning, Operational Execution, Resource Management, and Performance Management & Optimization. Key Achievements:● Designed and delivered a standardized performance management dashboard for key global stakeholders. ● Increased customer satisfaction by partnering with all customer touchpoints and operational teams to deliver personalized experiences and facilitate better outcomes. ● Directly contributed to transformational change by leading teams through operational and technical advancements through a highly-complex, evolving industry. ● Obtained the “Building Bridges, Not Silos” Award for directly contributing to the development and delivery of a global marketing dashboard for the SME and Partner Marketing organization.● Recognized for exceptional ability to influence key stakeholders across a heavily matrixed organization with the Quarterly MVP Award for Professionalism.● Spearheaded the successful worldwide implementation of a quality program focused on improving the customer experience, winning the Customer Focus award for these efforts. ● Developed and integrated a standardized management approach for managing the SME business marketing operations.

Walldorf, Bw, De

Played a central role in the development, execution, and maintenance of the quality control standards strategy to support the global marketing process of products and services within the organization. Ensured all activities met global quality standards and regulatory requirements. Established critical quality and operational metrics and measurements, conducted trend analysis, and designed programs to promote operational excellence. Key Achievements:● Commissioned to standardize the process for measuring customer experience. This included evaluating calls, analyzing customer satisfaction rates, and capturing complaints across Europe, Asia, North America, and South America. ● Built and implemented the quality strategy and roadmap to develop the global business model for SAP Telecoverage. ● Identified and pursued opportunities to increase market value and volume of the marketing pipeline.

Managed vendor relationship in regards to calls placed with outsourcing company. Supervised daily operations of the call center, meeting or exceeding performance measures and financial goals. Created, applied, and managed processes, implementing improvements to promote retention and loyalty. Assisted with the hiring process, trained and mentored staff, and advised recruiting team on strategic direction to select qualified candidates. Key Achievements:● Kept customer needs at the head of all business strategy developments, aligning actions with value to the customer without compromising financial resources. ● Effectively managed operational vendors at multiple call centers (400+ seats across three locations).● Increased efficiency and improved customer response rate by standardizing USAA’s approach to managing the customer experience, process and policy execution, and key metrics reporting. ● Piloted efforts and standardized processes to facilitate management of the extended (outsourced) business enterprise, ensuring alignment with brand impression, quality, and operational standards.

San Antonio, Texas, Us

Provided thought leadership, strategy, and direction for USAA’s quality assurance program for call center operations. Improved member satisfaction, increased product market penetration, established processes and policies, and reduced business costs. Key Achievements:● Generated a $1M reduction in operational expenses by spearheading performance improvement efforts. Specifically, aligned multiple listening posts across USAA to gather and analyze data in a consistent manner to accurately measure customer satisfaction, call center operations effectiveness, product and financial performance, and regulatory compliance.● Led a process excellence strategy involving an enterprise-wide quality call monitoring plan, resulting in the definition of a USAA branded member experience within first year of tenure.

Mclean, Va, Us

Implemented a unique quality strategy to improve the collections organization with the emphasis on improving overall customer satisfaction, cost containment & reduction and improve employee satisfaction.

Philadelphia, Pa, Us

Increasingly responsible positions beginning with Sales & Service Manager within a 250 plus FTE center, then Workforce Planning Manager and ending as an incumbent Senior Manager chosen to start-up a new organization focused on the improvement of call center effectiveness, efficiency and customer satisfaction. Scope included 15 plus sales and service centers and over 800 FTE.

Manager and Performance Development Specialist

Economics

Bachelor Of Business Administration, Business Management

Spanish And Iberian Studies

Accounting And Business/Management

Computer Science