Reanna Pardue
Reanna Pardue is a passionate operations and service leader at Visual Edge IT known for her customer-obsessed, heart-led approach to leadership. As Service Team Manager, she believes leadership is about far more than managing people it is about creating customer success through empowered and well-supported agents. With expertise spanning call center operations, staffing leadership, customer escalations, workflow optimization, and team development, Reanna focuses on delivering exceptional customer experiences with the fewest possible touchpoints while ensuring every issue is fully resolved with care and accountability. Her leadership style is rooted in integrity, communication, agility, teamwork, and a genuine commitment to both employee growth and customer satisfaction.
Since joining Visual Edge IT in 2021, Reanna has steadily advanced through leadership roles in Operations, Customer Escalation, Staffing Supervision, and ultimately Service Team Manager. In her current role, she oversees daily service operations by resolving customer issues, managing staffing gaps, coaching agents in real time, handling escalations, maintaining reporting and analytics, and collaborating closely with a team of fellow managers. She is also deeply involved in process improvement initiatives, including developing SOPs, workflows, and training articles for the company’s SharePoint platform. Working alongside QA teams, she continuously analyzes performance data to identify coaching opportunities and provide additional support in areas such as communication, soft skills, and customer engagement. Her leadership has directly contributed to significant KPI improvements, with performance metrics increasing from 23% in March to 31% in April and reaching 68% success this month, with projections to hit 75%. Much of this success stems from innovative initiatives she introduced, including designated phone support hours and a workflow strategy called PODS, both of which significantly improved operational efficiency and customer outcomes.
A graduate of Lee College with an Associate of Arts in General Studies, Reanna combines operational excellence with a strong passion for people development and community engagement. She previously contributed her skills to the Baytown Little Theater in website management, marketing, and public relations leadership roles. Known for bringing energy, consistency, and empathy into every environment she leads, Reanna is dedicated to building cultures where employees feel valued, supported, and motivated to succeed. Her ability to balance performance-driven leadership with authentic human connection continues to distinguish her as a rising leader in customer service and operations management.
• Lee College - AA, General Studies
• Phi Theta Kappa Honor Society
• Phi Theta Kappa
• The Trevor Project
• Website Manager -
Baytown Little Theater
• Public Relations and Marketing Chair -
Baytown Little Theater
What do you attribute your success to?
In all honesty, I attribute my success to growing up around this industry and seeing what my mom did, how hard she worked. I learned that even in stressful situations - because a lot of times our customers' business will halt because their printer, copier, phone systems, or IT-related issues can hold their business - you can be a bright light. I really love serving my customers. I started in the gym industry after college, and after I had my son, COVID hit and everything shut down. When things came back to life and my son started school, the gym industry hours didn't work anymore. I asked my mom if anybody at her job was hiring, and they were. My mom didn't attach anything to it - she told me I had to do it on my own. The lady really liked me and hired me, and I really just went for it. I worked really, really, really hard. We went through mergers and acquisitions multiple times, then we nationalized. I saw the problem where nobody was taking care of escalations or escalated issues, so I founded the escalation team for the supply side of things. Somebody realized I was worth something, and when the supplies team got taken over by a new director, they made me staffing supervisor. Then there was a simplification reorganization in our company, and they let go of the current Service Team Manager and asked me to do it instead. That's really how I ended up where I am.
What’s the best career advice you’ve ever received?
The best career advice I’ve ever received is to never undervalue myself or convince myself that I’m not capable of something. One quote that has stayed with me comes from Brené Brown: “Daring is saying, ‘I know I will eventually fail, and I’m still all in.’” That mindset has had a huge impact on both my personal and professional growth. It reminds me that growth requires courage, and that failure is not something to fear, but something that often comes with taking meaningful risks. I believe a lot of people need to hear that they are more capable than they think, and that confidence is built by showing up fully, even when the outcome isn’t guaranteed.
What values are most important to you in your work and personal life?
The values that matter most to me in both my work and personal life are integrity, connection, growth, and balance. Professionally, I believe in leading with empathy, accountability, and a genuine commitment to helping both customers and team members succeed. I’m passionate about creating positive experiences, building strong relationships, and fostering an environment where people feel supported and empowered. Personally, my family is at the center of everything I do. As a mom and newlywed, I value quality time, creating meaningful memories, and maintaining a strong sense of stability and love at home. Outside of work, I enjoy playing video games as a way to relax, recharge, and have fun, which helps me maintain balance and bring positive energy into every area of my life.