Edward Landry Email and Phone Number

Senior leader in a national contact center environment of both telephonic and non-telephonic Customer Service Advocates. Execute technical and tactical expertise of call center management in order to achieve established network productivity and quality assurance goals. Internal business owner of RPA BOT automation and continued efficiency gains and improvement processes. Partner with critical business units to ensure resolution responses are accurate, timely and tailored to customer expectations. Attract, hire, lead, develop and retain best employees to meet and/or exceed established metrics and schedule adherence. Execute coaching, 1 on 1 feedback and employee development to include corrective counseling, performance improvement plans and stretching assignments. Conduct onsite contact center sales tours, demonstration and presentations to existing and potential new clients. NYL ERG Vets member embodying care, engagement and support of Veteran communities within and outside the business.

Collect, analyze and present military intelligence while providing operational readiness. Direct support of the Intelligence Section for active duty Marine Air-Ground Task Force Units. Research, prepare and present detailed intelligence briefings and threat assessments. Conduct complex analysis and coordinate sensitive collection operations. Establish intelligence policies and procedures to improve unit performance and increase overall unit effectiveness. Manage and direct organizational Security Clearance and Access Management Program. Conduct crisis action and deliberate mission planning and implementation in the following areas: Intelligence/Counter-Intelligence; Reconnaissance, Surveillance and Target Acquisition, In-Extremis Hostage Rescue; Unconventional Warfare and Imagery Interpretation. Maintain and account for classified materials, data drives and information. Provide Intelligence reports and summary briefings for senior command and appropriate staff. Assume Command and Control of OPSEC, COMSEC, ELINT, RADINT, SIGINT, HUMINT, IMINT functions as appropriate within the regiment. Enlist counterintelligence measures as necessary. Investigate espionage and threats thereof as needed. Attained and held a Department of Defense Top Secret (TS/SCI) Security Clearance.

Responsibilities included the complete accountability and welfare of twelve subordinate Marines. Ensured personal, administrative, medical and conduct situations were addressed completely in a proficient, assertive and professional manner. Provided operational readiness for missions and training assignments.

Provided Safety, Security & associated Facilities Management for the CHL Regional Corporate Headquarters and remote sites. Managed, instructed and advised reporting Supervisors and staff with regional facility security issues/concerns. Managed multiple sites and security staff with an annual operating budget in excess of $500,000. Managed security & life safety construction budget (800K), vendor, and product selection for three-quarter million square foot expansion project of CHL Regional Headquarters. Project Management and creation of blueprint design, layout, implementation and migration of local security access control system, Coordinated local/national safety & security training along with monitoring any of 380+ CHL branch offices nationwide. Assisted and provided investigative results for Internal Audit, Human Resources, Employee Relations, local and federal law enforcement agencies as needed. Primary liaison between insurance carrier and CHL Corporate Risk Management concerning worker’s compensation reporting, tracking and fraud. Designed and implemented complete Safety Program to include worker’s compensation, injury/illness prevention and return to work programs. Instrumental in the creation of CHL’s disaster recovery plan and business continuity program. Created and responsible for an Emergency Command Center focused around secondary marketing, training and hot site capability. Implemented and performed disaster training for 50-member emergency evacuation team for multiple regional CHL facilities.