Edward Furstenau

About Edward Furstenau

I am an operational executive specialized in transforming large-scale support ecosystems into engines of growth and efficiency. My career is defined by the ability to translate executive vision into standardized operational architecture—building the systems, leadership models, and data-driven cultures that allow large organizations to thrive.During my career, I transitioned from frontline site management of 540+ employees to serving as the operational architect for a 9,400+ employee network across 18 contact centers. I don\'t just manage operations; I engineer them.I thrive at the intersection of data-driven strategy and boots-on-the-ground culture building. By moving leadership teams away from activity-based metrics toward outcome-based accountability, I have consistently optimized costs, minimized executive noise, navigated high-stakes executive escalations, and elevated performance in some of the most complex environments in telecom:• Operational Architecture: Building standardized frameworks, SOPs, and \"Single Source of Truth\" reporting.• Strategic Business Planning: Leading capital allocation, budgeting, and QBR cadences for Fortune 100-scale enterprises.• Performance Engineering: Turning underperforming sites into top-tier rankings through behavioral coaching and leadership accountability models.• Change Management: Orchestrating complex organizational transitions, site integrations, and technology deployments.• Cross-Functional Leadership: Serving as the executive proxy to align support, sales, retention, quality, reporting, training, and development.• Organizational Culture: Architecting high-accountability leadership models and succession pipelines, while improving employee retention.• Transformation & Turnaround: Rapidly scaling capacity and elevating underperforming sites through data-backed performance and coaching standards.Connect with me! I\'m eager to discuss how my skills can benefit your organization. e••••••••@gmail.com

Experience

1. Brand Ambassador

   Red Velvet

   Jan 2024 — Present

   Delivering Impactful Brand Experiences & Guest EngagementCollaborating with internal teams, clients, and vendors to deliver impactful brand experiences, representing clients at events to engage audiences, celebrate customers, and ensure a lasting positive brand impression. Providing production support and staff management for high-profile client events. Recent clients/brands represented include: Austin PBS (for Austin City Limits TV), Delta Air Lines, Dolby, Forrester, Phillip Morris International (for IQOS), Real Estate Council of Austin, The Kindness Campaign, Titos Vodka, and Zen Business.

Education

• Austin Community College

  Video Game Production

Skills

• Marketing
• Project Planning
• Call Centers
• Business Development
• Access
• Process Improvement
• Customer Service
• Mobile Devices
• Management
• Budgets
• Program Management
• Leadership
• Integration
• Start-Ups
• Project Management
• Networking
• Sales
• Team Management
• Recruiting
• Training
• Troubleshooting