email marketing

call center metrics management

off-shore outsourcing

Internet operations

traditional business operations

online sales

direct marketing

BTB Outbound Sales

process improvement

customer service

technical support


ecommerce operations

BTC Inbound Sales

Accomplished Operations Professional

Accomplished, savvy, and results-oriented operations professional with 20+ years of successful experiences in growing high tech start-ups, delighting customers, creating team oriented work environments, providing outstanding operational support, and more ... while continually finding opportunities for cost savings, increasing efficiencies, and meeting goals!

Work History

Work History
2007 - Present

Director - Consultant

The Silver Group Inc.

Independent contractor consultant for strategic IT services firm. Consultant for call centers, call center metrics reporting, CRM, quality assurance, process mapping, and business process outsourcing.

2007 - 2009

VP of eCommerce Operations

Active Authority, Inc.
  • Developed ecommerce site for start-up based on emerging 'baby boomer market' that focuses on therapeutic and rehabilitative products that promote and enable an active lifestyle for seniors.
  • Transitioned web site hosting, shopping cart support, and developed completely new user interface for ecommerce website in less than 30 days.
  • Manages a Director of Internet Marketing to drive PPC marketing programs, and grow organic search, and sales conversion.
  • Established a hosted outsourced relationship for email marketing distribution.
  • Developed an outsourced relationship for warehousing, call center operations, and fulfillment.
  • Personally responsible for 100% of P&L, advertising, marketing, sourcing of products, purchasing, inventory management, and customer service.
  • Reduced operating expenses by 50% in the first 6 months of leadership.
  • Increased sales by 500% in first 6 months of operations.
2001 - 2006

VP of Call Center Operations - / VP of Hotel Operations - Cendant TDS

LODGING.COM / CENDANT Travel Distribution Services
  • Continuous pattern of growth and advancement from Call Center Manager in April 2001 to VP of Operations in August 2004.
  • Designed and managed the 250-person on-site and outsourced call center(s) for
  • Grew call center production from $8,000/day to $250,000+/day in less than 2 years.
  • Managed out-sourced call center relationship with call centers in Moore OK, Colorado Springs, Manila, and Tijuana which represent >$400M in annual revenue.
  • Developed and managed the Customer Service Department for
  • Recruited and trained all agents, established guidelines for support, escalation, payout, and metrics management.
  • Developed quality assurance guidelines and strategies for the call centers, and developed/implemented training initiatives to enhance sales conversions.
  • Responsible for daily business operations of all departments, including management support on human resource issues, executive succession planning, finance, inventory, and fulfillment.
  • Reduced employee turnover to less then 5% per year utilizing team building, incentive programs, and competitive motivational techniques.
  • Responsible for the day-to-day management of the facility, including (but not limited to) telecom, security, facilities, safety, and adherence to all company policies, and local governing laws.
  • Mentor and motivate all direct reports (Sr. Director/Director/Manager level), and their teams, driving all aspects of employee goal development, and appraisal process, while effectively managing resources toward optimal and cost effective service levels.
  • Integrated all Lodging business functions (Florida) into Cendant corporate business units (Colorado, New Jersey, and Tennessee) in less than 8 months after acquisition, on time, and under budget.
1998 - 2001

VP General Manager

  • Key member of senior management for this early stage, venture capital backed, Internet permission-based email direct marketing company, with full P&L responsibility.
  • Working directly with CEO grew the company from a 5 person start-up phase, to an employee base of 30 and a FY2000 sales of >$1.4 million in less than 2 years.
  • Responsible for turning EmailChannel profitable 4 months after start date.
  • Created and managed all operational aspects required for two successful rounds of venture capital financing in excess of $3 million.
  • Recruited, hired, and retained the best corporate team possible, within a climate of continual under capitalization.
1997 - 1998

Sr. Director of Teleservices

  • Planned, designed, developed, and built 3 call centers of 300 seats. These call centers handled the inbound and outbound response management, lead generation, sales, fulfillment, technical support, and relationship marketing services of a variety of hi-tech clients like AVID Technology, Bay Networks, Compaq Computer, Cisco Systems, Microcom and SAP America.
  • Managed teams of client dedicated agents and provided appropriate motivation for performance and accuracy.
  • Recruited, hired, trained, motivated, coached, and counseled all managers, supervisors, trainers, specialists, and call center representatives in appropriate database technology, and inbound and outbound teleservices delivery techniques.
1991 - 1997

Manager of Telesales and Sales Operations / Manager of Call Center and Technical Support Operations

  • Responsible for the inbound / outbound telesales and channel operations for a $450M hardware and software communication technology company.
  • Experience in sales program development, lead management, and sales technologies such as database management, e-mail marketing, and sales force automation.
  • Responsible for the coordination and delivery of technical, product, and sales training for North American sales organization of 35 professionals.
  • Responsible for the planning, evaluation, selection, purchasing, implementation, and management of technical support operation technologies (35 seats).
  • Designed and developed the conceptual framework for Microcom's Response Center, a customer service call center for technical support and customer support services (RMA tracking, repairs, spare parts, and contract administration), which included determining corporate and customer requirements, developing system and procedural infrastructure, hiring and training personnel, and implementation.
  • Product Marketing Manager for modem products, including PCMCIA, portables, desktops, rack mounts, and high-density modem management systems.
  • Responsible for developing the strategic marketing and business plan for FY94-96 for approximately $100 million of modem products, which represented 50% of corporate revenues.
  • Experience in unit shipment and revenue forecasting, internal and external competitive analysis, conceptual development, product specification, engineering coordination, and program management. Interface directly with sales in terms of preparing product information kits, sales presentation materials, inventory reduction and cross marketing programs.



Master of Arts


Additional Training:

Microcom/Compaq Graduate QES Quality Training

Microcom/Compaq Executive Steering Committee

Microcom/Compaq ISO9000 Certification Process



Toni Quattrocchi

“Ed has a unique ability to inspire his employees to want to outperform expectations. Ed is a driven individual who is also a natural leader through his optimism, creativity, positive reinforcement and personal work ethic. Ed allows his employees to develop under his gentle guidance. I thoroughly enjoyed working with Ed and would welcome the opportunity to do so again.”

Ginette Jacquette

"Ed is a savvy business professional with a good sense of business, technology, and operations. Ed's expertise and skills were instrumental in the growth of our call center at Ed demonstrated the ability to recruit and retain top talents. It was a pleasure to have worked with such a professional as Ed Kopec."

Brad Barker

"Ed and I worked together in building out a new customer service organization at Microcom. Ed was invaluable in designing and setting up the policies, processes, and operations of the technical support group. This included first call management, contract management, and process flow through the support process. Ed has a unique ability to see the big picture and get things done quickly. His business insight and personable nature works well in managing people, peers, and customers. I was sorry to see Ed leave Microcom for bigger and better opportunities but was certain of his continued success in his pursuits."

Adam Fractenberg

"Ed has been an integral part of growing from the ground up and then transitioning the business into a Fortune 100 company with Cendant. His leadership and commitment to excellence were essential to the company's growth. He hired, developed and supervised key personnel throughout the company. He would be an asset to any company."