Fred Noel Email & Phone Number

Tampa/St. Petersburg, Florida Area

Apopka, FL

I manage a team of 50 Tier 3 tech support agents - this includes all day to day people management activities with a heavy emphasis on individual development; springboard for leadership candidates.Call center Ops integration efforts that support post-merger synergy targets such as process standardization, training and application.

Key responsibilities include the following:Vendor manager for CPE and AV software; managing $20M+ annual spend, product evaluation and testing, sales, support and network training, quarterly business reviews, escalations, development and procurement. Technical subject matter expert for Earthlink/Myembarq portal migration. Liaison for Network, Regulatory.

I managed a team of 20+ High Speed Internet technicians for the CTSC. My activities included:Hiring and technical, customer service, sales, efficiency and career development.Performance management - performance improvement plans with a focus on average handle time, customer perception, first call resolution and dispatch rates.Quality Assurance process.

I was responsible for Data New Hire delivery and coaching for the CTSC. Duties included:New call center turn up and build out - hiring and training of new tech support representatives.Development and ongoing training - worked closely with call center management to address specific gaps with individuals.Define, create and deliver curriculum, documentation.