EDMUND
BACAYO
Data-driven leader skilled in software support management. I specialize in training, consulting, and optimizing customer experiences on a global scale.
About Me
I’m a support operations leader with over 20 years of experience in payments, POS systems, and global technical support. My focus is on building high-performing teams and improving service operations through data-driven decision making and strong operational frameworks.
Throughout my career, I’ve led support teams responsible for complex payment integrations and merchant servicing platforms. By implementing KPI-driven performance management and process improvements, I’ve helped organizations improve service delivery, including reducing response times by 87% and lowering escalation rates from 10% to just over 1%.
I enjoy working at the intersection of technology, operations, and customer experience, building systems and teams that scale. Outside of my professional work, I enjoy building software tools and exploring ways technology can simplify everyday workflows.
Core Expertise
Software Support Management
IT Service Management
Team Leadership
POS Solutions Implementation
Performance Management
Training & Development
Stakeholder Management
Customer Experience Optimization
Professional Experience
Servicing Team Lead
- 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.
CEGID Consultant
- 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.
SW Support Manager
- Managing globally distributed operational resources, off-shore and on-shore, including contingent workers.
- Coordinated with other agencies/departments to ensure customers’ and NCR’s needs are met or exceeded.
SW Support Engineer III
- 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.
SW Support Engineer II
- Worked on multiple technical projects and resolutions with broad impacts.
- Owned operations coordination and provided robust problem diagnostic support.
SW Support Engineer I
- Led a team of technical support professionals, ensuring efficient problem resolution and process optimization.
- Acted as an escalation point, troubleshooting complex technical issues on NCR’s POS systems.
Technical Trainer
- Conducted product training and ensured agents had necessary knowledge for effectiveness.
- Analyzed training needs (TNA) and designed responsive programs.
Sep 2024 – Present
Led a high-performing customer service team for an exceptional merchant experience. Implemented data-driven performance management.May 2023 – Aug 2024
Led POS implementations globally. Acted as a liaison between stakeholders and technical teams.Apr 2022 – May 2023
Managed global operational resources, coordinating to ensure needs were met for contingencies and standard operations.Jan 2014 – Mar 2022
Progressed from Team Leader to Supervisor, and Intl Pod Leader handling complex technical escalation, operations coordination, and project management.Education
Computer Science
University of San Carlos
BS Information Technology
Cebu Institute of Technology - University
Training Program Dev
Sykes Asia, Inc.
Let's Connect
I'm always open to discussing new opportunities, consulting engagements, or ways I can help your team grow.
- edbacayo@gmail.com
- Cebu City, Philippines