Andrea Townsend
About Andrea Townsend
Andrea Townsend is a Customer Support Manager with extensive experience in customer service operations. She has held various leadership roles in companies such as Purple, Gabb Wireless, and 1-800 CONTACTS, and holds a Bachelor of Science in Biology from the University of Utah.
Current Role at Walker Edison
Andrea Townsend serves as the Customer Support Manager at Walker Edison, a position she has held since 2024. In this role, she is responsible for overseeing customer support operations and ensuring high levels of customer satisfaction. Her extensive background in customer service management equips her to lead teams effectively and implement strategies that enhance the overall customer experience.
Previous Experience at Purple
Prior to her current role, Andrea worked at Purple from 2020 to 2022, where she held the position of Quality Assurance & Customer Experience Team Lead. During her tenure, she focused on improving customer service quality and enhancing the overall customer experience. She also served as the Customer Support Team Lead at Purple from 2019 to 2020, contributing to the development of support strategies.
Experience at Gabb Wireless
Andrea was employed at Gabb Wireless as the Customer Support Operations Manager from 2022 to 2023. In this hybrid role based in Lehi, Utah, she managed customer support operations and worked to optimize service delivery. Her leadership in this position helped streamline processes and improve customer interactions.
Background in Customer Experience at 1-800 CONTACTS
Andrea's career in customer experience began at 1-800 CONTACTS, where she worked as the Customer Experience Manager from 2011 to 2019. Over her eight years in this on-site role, she developed a deep understanding of customer needs and service excellence, which laid the foundation for her future roles in customer support management.
Education and Skills
Andrea Townsend earned her Bachelor of Science (B.S.) in Biology from the University of Utah, completing her studies from 2004 to 2008. She possesses extensive experience with various CRM and QA software, enhancing customer service operations. Her strong communication and interpersonal skills enable her to collaborate effectively with team members and drive performance improvements.