Andy Ivener
Buda,TX
Summary
Strategic, results-oriented leader with over 27 years of experience in Customer Experience, Customer Operations, and process automation. Skilled at creating, analyzing, and adapting processes and workflows to maximize team efficiencies and productivity. Adept at collaborating with internal and external clients and stakeholders at all levels to create synergy and achieve shared objectives. Recognized as a passionate leader with strength in managing and integrating multi-discipline teams while simplifying complex processes and delivering effortless solutions.
Overview
27
27
years of professional experience
Work History
ASSOCIATE DIRECTOR-TECHNOLOGY
AT&T
03.2011 - Current
- Trained and developed department leaders and management staff for specific projects and ongoing operational needs
- Assisted senior leadership in managing all aspects of operations
- Led teams of up to 25 personnel, supervising daily performance as well as training and improvement plans
- Evaluated employee performance and conveyed constructive feedback to improve skills
- Establish, and maintain Enterprise Roles for Onboarding new-hire employees and Non-Payroll Workers and for modifying system access needs for existing employees
- Design and implement solutions to improve System Access needs, including enhancement of Automation activities
- Simplify System Access Onboarding, Offboarding, and modification processes to improve automation, efficiencies, and enhanced compliance
- Manage and Administer Role-Based Access Controls (RBAC), Security Reviews, and Internal Audits to ensure Compliance
- Managed Lifecycle of Enterprise Roles
- Review project plans to plan and coordinate project activity
- Key stakeholder in Project Business and System requirements and active participant in User Acceptance Testing (UAT)
- Collaborate with end-users, management, vendors, and technicians to assess needs and system requirements
- Oversee entire Centers Login Security Administration and ID Access Management (IdAM) process and Enterprise Role Management for 300+ Consumer Care and Business Internal and Strategic Partner Vendor Call Centers
- Coordinate and execute all Login-related tasks associated with onboarding new Strategic Partner Vendor Call Centers
- Successfully overhauled Login Processes for Call Centers, simplifying and automating it, making it more efficient, with improved compliance
- Managed Customer Relationship Management (CRM) application configuration
- Support of company-wide Projects, including Work from Home (WFH) initiatives and Call Center Implementation (site launches, transitions, closures)
- Established and oversaw process to quickly modify agents’ CRM permissions to support retention efforts/needs in relation to contract negotiations with content providers
- Established and oversaw process and project work to update over 75,000 employees and Non-Payroll Workers’ system access permissions to protect customer Sensitive Personal Information (SPI) and ensure company adheres to FCC regulations as agents were moved from in-office to Work from Home (WFH) due to COVID-19
- Acted with agility to seamlessly pivot to new work intake/ticketing system; created, delivered client training, and launched new forms within Quickbase
CS VENDOR MANAGEMENT - SR. SPECIALIST
AT&T
10.2005 - 02.2011
- Created and managed project plans, timelines and budgets
- Developed effective quality improvement plans in alignment with goals and specifications
- Process Lead for Post Call Survey Program for 50+ Strategic Partner Centers
- Manage successful implementation, launch, and ongoing support of CinglePoint Onboarding Tool
- Instruct vendors or contractors on quality guidelines, testing procedures, or ways to eliminate deficiencies
- Reviewed and Approved Monthly Feature Sales Incentive Payout requests from Vendor Partners, averaging $500,000-$750,000 per month
- Managed, reviewed, and approved system access login requests from Vendor Partners
- Redesigned Wireline Login Security Administration Team SharePoint, improving process efficiencies and KPI tracking
CUSTOMER CARE SUPERVISOR
AT&T
07.1998 - 10.2005
- Hire, onboard and train call center personnel
- Coach call center staff through challenging customer service issues
- Provide weekly and monthly coaching and feedback toward KPI goals
- Lead team meetings and give presentations to leadership
- Perform bi-annual performance evaluations and ratings
CUSTOMER CARE REPRESENTATIVE/QUALITY ANALYST
AT&T
06.1996 - 07.1998
- Handled inbound Customer Calls, assisting with technical troubleshooting, equipment upgrades, billing inquiries, and handling escalations
- Recognized as Call Center STAR Performer for obtaining highest overall performance metrics, including calls handled and Quality scores
- Evaluated agent approaches by rating effectiveness of service representative support; provided quality ratings; identified and communicated training needs to management
Education
University of South Dakota
Vermillion, SDEast High School
Sioux City, IASkills
- Project Management
- Process Improvement
- Coaching and Mentoring
- Team Leadership
- Strategic Leadership
- Training and Onboarding
- MS Office
- Analytical Thinking
- Verbal and Written Communication
- Executive Presentations
- Recruiting and Interviewing
Leadership
- Watch DOGS (Dads of Great Students) Program Coordinator
Buda, Texas, 2012-2014; 2016-2017
- Meals on Wheels-Meal Delivery
Austin, Texas: January 2020-Present
- Mentor: Austin Call Center MOVE Mentor Program
2019-2022
- Thrive Program Host/Mentor
2019-2023
Timeline
ASSOCIATE DIRECTOR-TECHNOLOGY
AT&T
03.2011 - Current
CS VENDOR MANAGEMENT - SR. SPECIALIST
AT&T
10.2005 - 02.2011
CUSTOMER CARE SUPERVISOR
AT&T
07.1998 - 10.2005
CUSTOMER CARE REPRESENTATIVE/QUALITY ANALYST
AT&T
06.1996 - 07.1998
University of South Dakota
East High School