Andy Nolen Email & Phone Number

Roswell, Ga, Us

- General Manager of Narrowband Assurance responsible for planning and staff support of 22 region care centers focused on residential voice customers. - Responsibilities include planning and strategy development, management of large IT initiatives and day to day center support through process and M&P formulation and support. - Preparation of business cases to obtain project funding - Frequent communication with officer stakeholders as well as all levels of management. - Serving as lead on Cross Functional Team effort to ensure coordination between Network and Care organizations to ensure mutual success. - Liaison between business clients and IT organization to ensure on time delivery of IT projects. - Extensive experience working with consultants on strategy development and other projects. Companies include McKinsey, Accenture, IBM, Siebel, Oracle, Aelera, and North Highland

- Led staff organization supporting the technology deployed in the DSL Tier 1 help desk organization consisting of several centers both on and offshore. - Technology supported included agent tools (CRM and testing tools), center infrastructure, IVRs and Genesys routing.- Preparation of business case to fund projects and frequent communication with senior leadership as well as management at all levels of the organization.

Multiple roles at BellSouth moving through the management ranks. Highlight include: - Led accounts receivable strategy including the development and implementation of scoring models to drive strategy. - Managed all aspects of relationship with third party agencies collecting past due bills on behalf of BellSouth. - Served on start up team for BellSouth's first offshore call center in Chennai India and in Manila Philippines. - Managed regional call centers with ~150 agents providing non sales support allowing sales agents to focus exclusively on new sales. - Developed customer satisfaction measurements for centers to improve overall satisfaction; worked on questionnaire design and on driver analysis to turn survey results into actionable programs. - Assignment in Sydney Australia to implement customer satisfaction programs in call centers providing care for mobility customers. - Multiple projects involving the design of new tools to be used by call center agents.

Mba

- Achieved ~ 18 hours in pursuit of MBA at Samford (Birmingham, AL) as well as other graduate programs at Delta State University.

Bachelor In Business Administration, Business Strategy

Cum Laude graduate 1986