Carol Duncan Esau
About Carol Duncan Esau
Carol Duncan Esau serves as the Vice President of Customer Support at Verint-Systems, where she has worked since 2017. With extensive experience in customer operations and technical support, she has held leadership roles at several companies, including Progress Software and Nortel Networks.
Current Role at Verint Systems
Carol Duncan Esau serves as the Vice President of Customer Support at Verint Systems, a position she has held since 2017. Based in Alpharetta, GA, she oversees customer support operations, focusing on enhancing customer value and experience. Her leadership is characterized by a commitment to aligning operational strategies with corporate objectives, which aims to improve customer loyalty and retention.
Previous Experience at Progress Software
Before joining Verint Systems, Carol Duncan Esau worked at Progress Software as the Vice President of Global Technical Support from 2009 to 2017. During her tenure, she operated in various locations, including Morrisville, NC; Boston, MA; the Netherlands; Belgium; Bulgaria; India; and Australia. Her role involved managing technical support operations on a global scale.
Career Background at Nortel Networks
Carol Duncan Esau held the position of Director of Customer Operations at Nortel Networks from 1988 to 2002. This role spanned 14 years in Research Triangle Park, NC, where she was responsible for overseeing customer operations and ensuring service delivery standards were met.
Education and Professional Development
Carol Duncan Esau has a strong educational background. She earned a Master of Business Administration (MBA) from Keller Graduate School of Management and a Bachelor of Science in Computer Science from Virginia Tech. Additionally, she obtained a Master's Certificate in Project Management from The George Washington University School of Business. Her education supports her expertise in managing customer support operations and strategic initiatives.
Leadership and Mentorship
Throughout her career, Carol Duncan Esau has demonstrated a commitment to leadership and mentorship. She has mentored and coached mid and senior-level managers and directors, contributing to their career progression. Her focus on building organizations that prioritize customer value is evident in her approach to leadership and operational management.