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 enhancements/decommissioning.Commitment to Excellence recognition by our president for my efforts to coordinate activities between engineering, the field and support; this led to $1M in annual dispatch and outage related cost avoidance.

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, Product Development, AUP process and Social Media. Projects include: Dispatch Reduction, Network Evolution, Vuze vs Comcast, Minnesota Dept of Public Safety Anti-Gambling Initiative and efforts with Attorneys General, NCMEC, FBI, US Telecom, DHS US-CERT and US Dept of Commerce.Participation in trade groups such as BMMA (Broadband Multimedia Marketing Association), MAAWG (Messaging Anti-Abuse Working Group) and the CWG (Conficker Working Group). Some achievements include: $1.8M in 2009 COGS savings thanks to RFP activity. $1.5M in 2009 cost savings for CTSC due to operating system EoL. $1.2M in 2009 CTSC cost avoidance thanks to CPE upgrade through TR-069. Received 2 Level 3 Acclaim Awards for my participation in Portal Migration and the support page on Myembarq. Also received 2 Level 2 Acclaim Awards for my participation in the HDM and Dispatch Reduction projects.

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 development and implementation which was adopted channel wide.Ongoing participation as a subject matter expert for numerous Product Management and Development initiatives with a focus on contact rate reduction.

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 and reference materials.