Fidel Edwards Joins Clear Harbor as Vice President of Operations
J.D. Power BPO award winner comes onboard to strengthen leadership team as major client implementation and regional expansion unfolds
ATLANTA, GA – April 15, 2019 — Clear Harbor, the leader in strategy and brand mirroring services for customer care, announced today that industry veteran Fidel Edwards will join the Clear Harbor executive team as vice president of operations. Edwards steps into this new management role designed to strengthen the Clear Harbor leadership team as a major new client implementation gets underway and as Clear Harbor continues to develop Saint Vincent and the Grenadines (SVG) as the company’s third operating location.
Edwards will be responsible for oversight of all in-region operations, with all location general managers reporting directly to him. He will establish permanent residence in Grenada, where he will be no more than three hours travel from other Clear Harbor Caribbean operating locations. Fidel and all Atlanta headquarters-based operation directors and their teams will continue to report up through Clear Harbor chief operating officer Brian Lambert.
Edwards previously served as general manager of Clear Harbor’s Dominica customer contact centers from 2009 to 2012. Since that time, he has served as vice president of operations and client management for Vertex Outsourcing, LLC, in Kennesaw, Georgia. In this position, Edwards led his organization to become the first-ever J.D. Power-certified business process outsourcer (BPO), earning himself and the company national recognition. Prior to working for Clear Harbor in 2009, Edwards held vice president and regional vice president positions for Comcast Communications where he led the company’s largest call center and customer care operations for the eastern region.
During his 18 years leading contact centers, Edwards has developed a strong reputation for his ability to reshape customer care organizations and improve performance by creating work environments that are inclusive and collaborative on all levels. He excels at developing open, effective, center-wide communications and increasing employee motivation through associate development and recognition programs. During his last assignment, Edwards helped reduce annual attrition in the contact center from 173% to 37%.
We congratulate Fidel on his customer service industry successes and welcome him as the newest member of the Clear Harbor leadership team.
About Clear Harbor
Clear Harbor is a customer care service provider operating from Caribbean contact centers and headquarters in Atlanta, Georgia. We serve clients in insurance, finance, education, consumer electronics, healthcare, communications, and other industries, by precisely mirroring each client’s brand strategy and desired customer experience at a lower total cost of brand ownership than traditional outsourcing. We provide direct services (customer facing/interacting) and indirect services (administrative tasks and back-office processes), through inbound and outbound calls, email, chat and internet-based customer interactions. Our goal is to make a difference in the lives of everyone touched by Clear Harbor, including our clients and their customers, our associates, our partners and the communities in which we operate. For more information, visit clearharbor.com.