Edward Butler

Edward Butler has been in the customer service industry for 23 years; his current position is Floor Manager in Service Center of the American Bar Association in Chicago, IL. Edward oversees 23 representatives with six direct reports who are responsible for responding to emails from ABA members, staff and the general public.  The Service Center handles approximately 150,000 calls and responds to 55,000 emails annually.  Edward has been involved in several telephone and system implementations to increase call handling as well as improve the member/customer experience.  Edward manages scheduling to ensure proper telephone coverage based on the business needs and activities of the Association; he collaborates with the Marketing Team and other entities of the Association to ensure win-win solutions for Representatives and ABA members.