EDMUND BACAYO

Led a high-performing customer service team, ensuring an exceptional merchant experience through efficient issue resolution, process improvement, and operational excellence. Developed and implemented performance management frameworks based on KPIs, driving data-driven decision-making and continuous improvement.

Led the implementation, enhancement, and support of CEGID POS solutions globally, ensuring seamless rollouts, system localization, and operational efficiency. Acted as a key liaison between business stakeholders and technical teams to align requirements with deliverables.

Managing globally distributed operational resources, off-shore and on-shore, including contingent workers and coordinating with other agencies/departments to ensure customers’ and NCR’s needs are met or exceeded.

Worked on multiple projects or a project with global scope. Owned the overall management of the project, coordinating resources across organizations, and managing to timeline.

Worked on multiple projects or a project with global scope. Owned the overall management of the project, coordinating resources across organizations, and managing to timeline.

Led a team of technical support professionals, ensuring efficient problem resolution, process optimization, and continuous improvement in service delivery. Acted as a point of escalation, providing in-depth analysis, diagnosis, and troubleshooting for complex technical issues related to NCR’s POS systems.

Conducted product training and ensured that agents had the knowledge and skills required to carry out their function effectively and efficiently. Conducted training needs analysis (TNA) and created a program to ensure that the training needs determined during the needs analysis are addressed.