Edward Brocklehurst
Customer Experience & Quality Executive – Financial Services
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About
Results-driven professional with extensive experience in operations management and process improvement. Proven track record of leading high-performing teams,
optimizing workflows through technical automation, and enhancing customer experience. Skilled in data-driven decision-making and cross-functional collaboration to achieve organizational goals.
Experience
Cebuana Lhuillier (PJLI) | Head, Partner Care Department2025 – Present Lead comprehensive operations for complaints handling and L1-L3 case management. Improved SLA performance from 87% to 96% within the first four months of tenure. Directed a three-month automation initiative that delivered 20+ solutions, saving approximately 15% in agent handling time.
Optimized workforce occupancy and utilization through strategic capacity and workload planning. CIS Bayad, Inc. | Manager, Customer Care, Exception Mgmt, Training & Quality2023 – 2025 Managed contact center vendors and established robust quality frameworks and performance governance. Successfully reduced a backlog of 4,000+ cases to fewer than 100 within a four-month period.
Improved resolution turnaround time from 140 days to a range of 14–18 days. Elevated quality performance from 78% to 96% within three months. iConnect Convergence Inc. | ABS-CBN | Team Manager / Master Trainer2014 – 2023 Managed over 30 FTEs, consistently meeting targets for quality, CSAT, and multi-channel SLAs. Facilitated "Train-The-Trainer" programs and certified organizational trainers in Customer Signature Experience.
Engineered advanced reporting tools and databases to automate workflows and provide actionable performance insights.
