Tim Edwards Email & Phone Number

Chesterbrook, PA, US

Head of IT overseeing infrastructure, operations, and security, regularly engaging with C-level executives and key stakeholders to align IT with the organizations strategic goals. Directly accountable for the IT budget, staff, vendor relationships, and projects, ensuring the performance, security, and compliance of IT systems and services.

Boca Raton, Florida, US

• Responsible for leading the business relationship, service delivery and technology strategy for the servicing and correspondent lending divisions. Leads a team of 27 staff members across 3 teams comprised of management.
• Decreased web related customer complaints and realized over 2M in annual saving by performing a thorough cost benefit analysis of internal build vs vendor options that lead to the replacement of the digital mortgage.
• Increased QA call coverage from 5% to 100% and generated over 700K in annual savings by leading the selection and implementation of a speech analytics solution to provide greater insight into customer calls and agent.
• Reduced the delivery of customer modification documents from 30 days to 7 days by leveraging business process management (BPM) and robotics process automation (RPA) technologies to orchestrate and automate much of the.

Boca Raton, Florida, US

Boca Raton, Florida, US

Boca Raton, Florida, US

• Led service delivery and technology strategy for Servicing Customer Care vertical supporting call center technologies, IVR, web-based systems, and workforce management. Managed a team of 3 business analysts.
• Developed an executive-level reporting system for the Servicing IT project portfolio to promote transparency and foster better team communications.
• Created project to collect and analyze available IVR data to identify customer behavior to inform stakeholders and drive improvements in the customer experience.
• Implemented code efficiency changes to a core servicing application that reduced web service charges by $95K/month.
• Led initiative to evaluate replacement options for 3rd party payment solution providers that is projected to dramatically improve the customer experience and generate significant savings.

Lowell, MA, US

• Led the North American professional services delivery for SaaS product, managing a team of 60+ project managers and application consultants in post-sales operations, customer engagement, and client onboarding.
• Exceeded department delivery targets by 30% through a strategic approach to staffing and onboarding, establishing a project intake process, and streamlining implementations. Motivated team to deliver the most modules.
• Developed an operational metrics dashboard to ensure visibility of KPIs providing insight into resources required to handle workload. Redesigned monthly forecast guidelines and processes resulting in month-over-month.

Indianapolis, Indiana, US

• Managed a large, multinational team of 40+ engineers responsible for software and infrastructure provisioning, network infrastructure testing, software Quality Assurance (QA) testing, and value-added network services.
• Led recruiting, onboarding, and training of 50+ engineers at Philippines location which improved professional services margins by 50%+.
• Introduced a unified service workflow on an internal project portal to show team progress and coordinate schedules more effectively.
• Spearheaded the launch of a new service offering built on internal proprietary testing tools to load test call systems and ensure sufficient call volume capacity, generating $750K+ in its initial year.

Indianapolis, Indiana, US

• Led a team of networking professionals testing to validate infrastructure configurations for VoIP quality.
• Improved margins and re-configuration post-deployment by 20%+ through the standardization and documentation of the customer deployment process.
• Developed consistent processes to reduce overall delivery time by 25% resulting in average fixed-bid engagements delivered at 35%+ under budget.

Indianapolis, Indiana, US

Indianapolis, Indiana, US

Indianapolis, Indiana, US

Indianapolis, Indiana, US