Trey Edwards Email & Phone Number

Remote First, Us

Here's a few things I'm most proud of my team of program managers completing so far:► Spearheaded the evolution of our HNW/Premium Customer strategy: built the business case & led the end-end implementation for a new, white-glove Customer Success team to provide Coinbase's highest level of service to our most valuable customers. Evolved this team from initially only providing standard inbound customer support to also include Proactive Support & Relationship (Account) Management, resulting in generating millions of dollars in annual revenue within the first year. ► Led the customer strategy & operational readiness for hundreds of product launches, including the company's most high profile releases including Ethereum Staking, Retail Advanced Trading & Coinbase Card.► Led the implementation of phone support in the US, UK & IE. ► Led the initiative to redesign CX’s entire support model which resulted in the shift to frontline & resolution desk. This also involved deprecating our previous T1/T2 system and resulted in +245bps increase in quality & +$800k cost savings. ► Identified an opportunity to reduce the volume of unsupported network cases & worked with PED to implement the fixes, resulting in a decrease in related cases of 45% in 6 months. In addition, after 2 years of constant advocacy, my team worked with PED to build scaled asset recovery for customers who previously sent unsupported ERC-20 tokens into their Coinbase account. This feature enables customers to recover millions in previously lost crypto.► Identified an opportunity to reduce the amount of time that customers spent waiting for bugs to be resolved by streamlining the process. Partnered with Ops to revise the end-end process and ensure that all FTE agents can 1) quickly create tickets and 2) have visibility into open & resolved bugs. This resulted in bug ticket creation volume increasing by 400+% and bug resolution rate increasing from 30% to 53%

Remote First, Us

► Lead Coinbase's Global Consumer Support Program Management (i.e. Product Ops) team for our Retail products. My team is responsible for designing the vision for consumer customer support at Coinbase and driving the end-end execution of standing up new support programs.► Responsible for the operational go-to-market strategy and support readiness for Coinbase's Retail products. This includes directly leading the support strategy for high profile launches like Retail Advanced Trading, Ethereum Staking and more.►Lead, mentor and advise a team of highly skilled project and program managers.► Partner with product, engineering & design to implement critical product improvements to create a more effortless customer experience.

Remote First, Us

► Responsible for leading the operational readiness for our Coinbase retail product and ensuring that our support team is prepared for all retail product and feature launches which will be released to our millions of customers globally. ► Stood up the support program for the Coinbase Card US product which in its first year supported over 500k customers and over 50k unique support cases.► Work directly with product & engineering to advocate for product improvements, bug fixes and feature requests which directly improve the experience of our customers. ► Created Coinbase’s support shadowing program which enables cross-functional stakeholders to learn directly from the support team about customer pain points, feature requests and opportunities for improvement. ► Lead and participate in various initiatives to increase diversity & inclusion within the company. Led the creation of the Coinbase Scholars scholarship program.► Mentor support analysts, project managers and other employees.

Remote First, Us

► Responsible for managing operational readiness for the Coinbase Custody product and ensured that the Client Services team is trained and prepared for all product, asset and feature launches.►Stood up the product operations program for Coinbase Custody ►Managed the end-end operational readiness of 20+ asset launches, the redesign of the Custody platform and several other high visibility initiatives.

Charlotte, Nc, Us

► Drove the implementation of the company’s payment automation product for our high-touch bank channel customers.► Conducted up to 20 simultaneous implementations for customers ranging from regional businesses to publicly traded corporations.► In the past year, led the onboarding of over $100MM of payment volume onto AvidXchange’s payment automation platform.► Responsible for managing the entire project lifecycle from scoping through post implementation support.► Acted as the primary point of contact for stakeholder communications, issues and escalations.► Managed matrixed project teams consisting of integration engineers, 3rd party consultants, project coordinators and account executives.► Developed comprehensive training, lessons learned, issue log and risk register documentation.► Troubleshot & resolved technical and business-related implementation problems as they occured throughout projects.► Acted as the product subject matter expert and customer advocate on strategic cross-functional initiatives

Charlotte, Nc, Us

►Coordinated the end-end project management of up to 25 simultaneous product implementations ►Facilitated the customer experience by acting as the first point of contact for technical support and process questions ►Drove various customer onboarding activities including: scoping technical integration requirements, leading end user training, managing internal & external stakeholder communications and providing post implementation support ►Built cross functional internal relationships with peers on customer success, integrations and product management teams►Troubleshot and resolved technical issues related to both file & API based integrations ►Trained end users on our various invoice, purchase order and B2B payment software offerings ►Maintained subject-matter-expert level knowledge of the company’s SaaS platform and contributed to the creation of internal & customer facing training materials ► Represented on the behalf of the company at various blockchain & FinTech networking events►Identified opportunities for internal product & process optimization & collaborate across business groups to implement solutions► Key member of our Bank Channel Team

Indianapolis, Indiana, Us

► Oversaw the company’s regional relationships with banking partners such as Bank of America, BB&T, and Ally Financial ► Built partnerships with technical leadership teams by advising them on strategic IT resource solutions for capital projects► Collaborated with hiring managers to gather personnel requirements and provided resource optimization recommendations ► Specialized in emerging payment technologies & represented the company at FinTech conferences and networking events ► Represented the company at trade conferences and hosted local FinTech networking events

Indianapolis, Indiana, Us

► Developed relationships with senior IT job applicants and recruited them for full time and contract positions► Streamlined the onboarding of new hires by leading the design and implementation of a new technical training program ► Developed technical knowledge of development languages, back-end databases and project management methodologies ► Fostered and maintained contractor / consultant relationships through weekly correspondence, payroll assistance, monthly lunches, and constant client relations.► Negotiated contract terms including compensation rates, duration, and responsibilities.► Exceeded performance expectations each quarter and routinely led the recruiting team in KPIs. In final quarter, was ranked #7 of 150 recruiters in KPI performance

St. Paul, Minnesota, Us

► Hired as a participant in E&J Gallo Winery's Management Development Program► Established impactful relationships with buyers in 85 accounts throughout West Charlotte► Increased Gallo revenue through thoughtful planning and execution of national/regional programming, incremental displays and efficient cold box/display management► Developed intimate knowledge of the wine and liquor industry as well as cutting edge sales techniques through continuous use of Gallo training materials

Nashville, Tn, Us

► Managed 27 individual position holders, 50 total members and conducted weekly chapter meetings► Ensured that the 50 member fraternity is in compliance with the university as well as with the national fraternity standards in areas including: academics, philanthropy, service and risk management► Represented on the behalf of the national fraternity, local chapter and the university at meetings with crucial stakeholders

Chapel Hill, North Carolina, Us

► Sold advertisement space for the official print and online publications for North Carolina State University and Meredith College to local businesses throughout the Raleigh area► Averaged over 35 in person cold calls daily to new customers► Attended the University Directories Sales Foundation Academy, an intense week of training under the direction of established sales professionals to learn essential sales techniques and habits.

Masters Of Science, Blockchain & Digital Currency

Bachelor'S Degree, Agricultural Business And Management

Associate Of Science (A.S.)

High School Diploma

Education record