Gerald Ted Vales

I am a Customer Service and Operations Management professional with extensive experience in B2B and enterprise support environments. My background spans service desk management, incident and escalation handling, process improvement, and client relationship management across global support operations.

Currently, I oversee 24/7 service desk operations, ensuring efficient ticket resolution, SLA compliance, and consistent customer experience delivery. I have strong experience managing cross-functional teams, developing operational workflows, and implementing scalable support structures that improve both performance and service quality.

I specialize in driving operational efficiency through process optimization, performance metrics analysis, and continuous improvement initiatives. With a Lean Six Sigma Yellow Belt certification, I apply structured methodologies to identify gaps, reduce inefficiencies, and enhance service delivery outcomes.

My experience also includes working in high-pressure environments involving incident management, technical troubleshooting coordination, and escalation management for enterprise clients. I am comfortable working with CRM and ticketing systems such as Zendesk and Jira, and I support process automation and workflow optimization initiatives.

In addition to operations leadership, I have a strong focus on stakeholder communication and client management. I ensure alignment between technical teams and business expectations, translating complex issues into clear updates and actionable resolutions.

I am adaptable, detail-oriented, and committed to delivering reliable and consistent service outcomes. My goal is to continuously improve operational performance while maintaining high customer satisfaction and team engagement.