Ed Hanson

Ed Hanson Email and Phone Number

Director and Business Management Operations Sme @ Sap
San Antonio, TX, US
Ed Hanson's Location
San Antonio, Texas Metropolitan Area, United States, United States
Ed Hanson's Contact Details

Ed Hanson work email

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About Ed Hanson

BEGIN WITH THE END IN MIND is something that I’ve embraced since I first read the book Seven Habits of Highly Effective People by Stephen Covey. Focused on generating results through leadership, I ensure that all team individuals use their skills, qualifications, and attributes in the most optimal and productive way—achieving something extraordinary. Not only do I empower employees to do their part in accomplishing goals, improving the overall work environment, or enhancing the customer experience, I give them the framework necessary to guide their own actions.CONNECTION WITH PEOPLE. Whether I am improving the customer experience or the workplace environment, I focus my operations management expertise to develop world-class organizations around the people they affect. I do this by implementing strategies that improve processes and procedures for efficient workflow, increase safety and accountability, and provide direct support on all levels. My efforts have directly maximized revenue growth opportunities, increased profitability, and catapulted businesses into competitive positions on a global scale. RESULTS. As an operational & financial strategist, I have been assigned dynamic responsibilities, including global P&L responsibility, budgeting and forecasting, and cost minimization strategies. With exceptional charismatic communication skills, I have no issue establishing credibility with key stakeholders or connecting business sites worldwide to one company vision, mission, and operating principle. GIVING BACK. I am also passionate about leveraging my extensive experience in partnership with non-profit organizations to reduce operational costs and increase revenue to place toward a global cause. Let’s connect!

Ed Hanson's Current Company Details
Sap

Sap

View
Director and Business Management Operations Sme
San Antonio, TX, US
Website:
sap.com
Employees:
132456
Ed Hanson Work Experience Details
  • Sap
    Director And Business Management Operations Sme
    Sap
    San Antonio, Tx, Us
  • Sap
    Global Director Of Operations
    Sap Jan 2008 - Apr 2024
    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.
  • Sap
    Director Of Quality
    Sap Jul 2006 - Jan 2008
    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.
  • United States Automobile Association (Usaa)
    Director/Advisor For Call Center Operations
    United States Automobile Association (Usaa) Sep 2004 - Mar 2006
    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.
  • Usaa
    Director Of Quality For Call Center Operations
    Usaa 2003 - 2004
    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.
  • Capital One
    Group Manager - Quality
    Capital One May 1998 - 2003
    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.
  • Ameritech
    Senior Manager
    Ameritech 1996 - 1998
    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.
  • First Union
    Manager
    First Union 1992 - 1996
    Manager and Performance Development Specialist

Ed Hanson Skills

Call Center Customer Experience Quality Management Process Improvement Vendor Management Business Process Improvement Saas Enterprise Software Outsourcing Change Management Crm Quality Assurance Program Management Cross Functional Team Leadership Business Analysis Call Centers Project Planning B2b Strategy Sap Business Strategy Business Intelligence Management Customer Relationship Management

Ed Hanson Education Details

  • Suny Oneonta
    Suny Oneonta
    Economics
  • Rochville University
    Rochville University
    Business Management
  • University Of The Incarnate Word
    University Of The Incarnate Word
    Spanish And Iberian Studies
  • Central Piedmont Community College
    Central Piedmont Community College
    Accounting And Business/Management
  • Ithaca College
    Ithaca College
    Computer Science

Frequently Asked Questions about Ed Hanson

What company does Ed Hanson work for?

Ed Hanson works for Sap

What is Ed Hanson's role at the current company?

Ed Hanson's current role is Director and Business Management Operations Sme.

What is Ed Hanson's email address?

Ed Hanson's email address is ed****@****ail.com

What is Ed Hanson's direct phone number?

Ed Hanson's direct phone number is +121265*****

What schools did Ed Hanson attend?

Ed Hanson attended Suny Oneonta, Rochville University, University Of The Incarnate Word, Central Piedmont Community College, Ithaca College.

What skills is Ed Hanson known for?

Ed Hanson has skills like Call Center, Customer Experience, Quality Management, Process Improvement, Vendor Management, Business Process Improvement, Saas, Enterprise Software, Outsourcing, Change Management, Crm, Quality Assurance.

Who are Ed Hanson's colleagues?

Ed Hanson's colleagues are Jerry Jia, Nicolás Skranda, Joseph Cinquanta, Ajay Anand Verma, Muhammad Imran, Can Ertürk, Ishita Khetarpal.

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