Edward Feeley
About Edward Feeley
Edward Feeley is the Contact Center Operations Director at Asurion, overseeing a contact center that handles over 1.5 million calls monthly and manages a $120 million annual operating plan.
Title and Current Role
Edward Feeley is the Contact Center Operations Director at Asurion. In this role, he oversees the daily operations of the contact center, which handles over 1.5 million calls monthly. His responsibilities include workforce management and the implementation of a $120 million annual operating plan, ensuring efficiency and enhancing the customer experience across multiple sites.
Career Background
Edward Feeley has extensive experience in customer care and operations management. Before his current role, he held the position of Senior Manager - Customer Care Operations at Asurion from 2007 to 2009. Prior to that, he worked at Sprint as a Senior Manager from 1997 to 2005. His career in these roles has been centered around the Kansas City, Missouri Area, where he has contributed significantly to the operational success of major companies.
Education and Expertise
Edward Feeley graduated from the University of Arkansas with a Bachelor of Arts (B.A.) in Communications. He completed his degree between 1990 and 1994. His academic background in communications provides a solid foundation for his role in managing large operations teams and ensuring effective customer communication and service delivery.
Operational Management Achievements
In his role at Asurion, Edward Feeley is responsible for a $120 million annual operating plan for contact center operations. Under his leadership, the contact center has achieved 70% efficiency, surpassing industry standards. He also leads a dedicated process improvement team focused on enhancing operational metrics and improving customer experience. His work ensures that staff are well-managed and operations run smoothly across domestic, Canadian, and outsourced locations.
Consultative Responsibilities
Edward Feeley acts as the Customer Care owner and respondent for all Requests for Information (RFI), Requests for Proposal (RFP), and contracts. This role requires him to ensure that all customer care inquiries and proposals are addressed accurately and efficiently. His involvement in these processes ensures that Asurion's contact center operations are aligned with client requirements and industry standards.