Eddie Valencia

Co-founded and manage business operations, supply chain logistics, inventory modeling, vendor contracts, and customer experience.

Shape operational support, quality governance, and customer care execution across multi regional environments, directing 80+ staff and managing frontline and senior operations leaders handling 26,000+ monthly contacts. Architected end to end AI support workflows, automated intake validation, and deflection reporting dashboards, automating 95% of routine triage, clearing a 150,000+ backlog within 3

Re-engineered ticket intake, queue routing, and critical escalation workflows, reducing resolution cycle times from 3 days to under 24 hours. Authored standardized operational playbooks, SOPs, macros, and living knowledge bases to eliminate performance friction.

Managed multi location physical repair logistics, warehouse component fulfillment, and technical support operations. Re-architected ticketing structures and logistics routing across Salesforce Service Cloud and Zendesk, cutting resolution times from 24+ hours to under 4 hours (83% improvement) and boosting CSAT from 73% to 88%. Reduced warranty repair turnaround time from 30+ down to 14 days by es

Directed technical software operations, field support coordination, and enterprise service delivery for 500+ accounts ($10M+ aggregate portfolio value). Collaborated with field leadership and product teams to standardize issue resolution protocols, maintaining a 90% Gross Retention Rate (GRR) and reducing quarterly churn from 11% to 7%.

Managed high performing service and operations teams of up to 45+ personnel and 4 Supervisors within a 600+ agent enterprise environment, sustaining CSAT above 90% and QA above 94%. Hired, developed, and mentored 18 representatives and directly promoted 6 into leadership roles while overseeing capacity modeling and workforce scheduling across logistics shifts.

Supervised customer experience and operations teams, ensuring high performance and quality standards. Managed team performance and operational processes to maintain high CSAT and QA scores.

Worked as a workforce management specialist and customer service agent, handling scheduling and customer interactions. Supported workforce planning and customer service operations.

Bachelor of Science in Business Management from The Art Institute of Las Vegas.