Ed Cooney
Albuquerque
OPERATIONS EXECUTIVE Successful at improving customer service and sales for Fortune 500 Companies As an Executive for Fortune 500 companies (USAA, First Data, United Healthcare, MCI) my experience includes: Organizational design and development, operational excellence, strategy, cost reduction, revenue-product-customer growth, market penetration, multichannel operations, vendor and client relations, leadership development, ROE, service level attainment and customer satisfaction, quality - compliance - regulatory assurance, in Financial Services, E-commerce, Healthcare and Telecommunication industries. Recruited to address material business challenges including maturation of contact center operating models, strategies, and “target states”, while addressing talent and leadership gaps. In addition to contact center start up, operation consolidations and expansion to enable the introduction of new products/services, increase market/product penetration, improved competitiveness and profitable growth for organizations with operation units ranging from 1,000 – 5,000 employees including outsourced resources with annual operating budgets of $12M - $675M.