Edmundo Ancheta

Edmundo Ancheta is currently the Head of Operations at Mercato. Prior to this, they were with Goldstar Pumping, CXFactories, and also Mercato, where they served as a Manager and Institutional Knowledge Expert.

At Mercato, Edmundo is responsible for advancing from Head of Operations to a more team-focused role, designing new training pipelines for QA supervisors to calibrate on a monthly and quarterly basis. Edmundo also handles all large projects and execution, including creating an internal audit process for refunds and credit, recouping $10K+ monthly in damaged item refunds by DaaS partners. In addition, Edmundo drives growth and achieves breakthrough results by rethinking the approach and viewing the different divisions as integrated functions, rather than silos, while developing best-practice and thought leadership.

Under Edmundo's leadership, the VA Call Center was successfully transitioned to Mexico City, MX, including building training, demos, and scripts for all phone Agents. This transitionreduced costs by 25% annually and meeting 95% SLA goals within 10 days from launch. Edmundo also effectively collaborated with SVP of Operations, Director of Operations, Operations Managers, and Supervisors to pivot all internal processes for partners and associates. Another one of their notable achievements includes architecting and deploying a bilingual IVR system, with live 3rd party integrations and call reporting structure, with weekly, monthly, and quarterly auto-generated trend reports -

Edmundo Ancheta began their educational career at Grossmont High School.

They work with Liam Griffin - Account Executive, Vanity Velazquez - Onboarding Manager, and Will Riggs - Account Executive. Their manager is Bobby Brannigan, Chief Executive Officer.