Summary
Overview
Work History
Education
Skills
Timeline
GeneralManager

Nolan Hilterbrand

Hamden,CT

Summary

Program Manager Excellence-driven professional with 15+ years’ experience in the telecommunications industry. Worked with IT, Provisioning/Activation and Business Analysis organizations providing an optimum combination of Technical/Business expertise. Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.

Overview

8
8
years of professional experience

Work History

Manager, Operational Readiness

Charter Spectrum
Stamford, CT
08.2021 - Current
  • Responsible for leading a team of Process Improvement Analysts with focus surrounding voice order provisioning fallout processes
  • Promoted to Manager within a 12-month timeframe for demonstrating excellent leadership skills throughout elicitation interviews and test planning/execution
  • Managed a team of 8 analysts responsible for managing process improvement projects for customer’s and stakeholders
  • Hold annual coaching sessions to identify areas of opportunity and career advancement goals
  • Successfully launched multiple migration efforts surrounding downstream system integrations, ordering system integrations and/or vendor system integrations
  • Create project plans to fit stakeholder and customer needs and deliver with-in budget on desired outcomes; full accountability for project results
  • Manage effective and successful implementation of policies and procedures across Customer Service Operations
  • Define project roles and responsibilities in close collaboration with the Customer, including project scope and objectives to ensure a cross-functional understanding amongst project members
  • Manage jointly-developed action plans designed to enhance/improve the customer experience and or operational effectiveness
  • Manage all top-priority customer issues for the business group to resolution, including a post mortem to identify improvement opportunities and/or process breaks
  • Manage and delegate analyst level initiatives for the business group
  • Identify and implement process improvement opportunities to ensure customer satisfaction, one call resolution and retention of customer base
  • Cross-trained existing employees to maximize team agility and performance.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.

Sr. Business Analyst

Charter Spectrum
Maryland Heights, MO
02.2020 - 08.2021
  • Responsible for analyzing complex business operations and recommending solutions to align individual business functions with organizational goals
  • Responsible for planning and executing both Operational Readiness and User Acceptance Testing cycles
  • Promoted to Senior Analyst for demonstrating strong analytical and test execution skills
  • Understand the structure, policies, and operations of an organization, and recommend solutions to improve general business processes and planning
  • Compile, analyze, interpret, and present complex data related to current and future operation
  • Create reports, charts, graphs and presentations to aid in proposing new strategies for successful business changes
  • Develop project estimates by identifying phases and elements, personnel requirements, and costs
  • Analyze external market dynamics and other data sources to assess trends and develop actionable insights and recommendations to management, via understanding of the business model and the information available for analysis
  • Make recommendations for solutions or improvements that can be accomplished through new technology or alternative uses of existing technology
  • Conduct working sessions with both Business and IT stakeholders to ensure elicited requirements meet expectations
  • Establish specifications and objectives based on business requirements and cost effectiveness; provide recommendations to management personnel
  • Assist in business process redesign and documentation as needed for new technology
  • Elicit and compose Business requirements, Functional requirements and User Stories with an emphasis on Customer Experience
  • Following QA, responsible to support UAT/beta testing activities and participate in pre-launch and post launch activities
  • Act as a Product Ambassador in the field by partnering with Customer Operations to execute User Acceptance Testing
  • Successful planning and execution of Single Transaction for Residential Customers
  • Successful execution of BOT integration testing
  • Synthesized current business intelligence data to produce reports and polished presentations, highlighting findings and recommending changes.
  • Analyzed key aspects of business to evaluate factors driving results and summarized into presentations.

Business Analyst

Charter Spectrum
Maryland Heights, MO
06.2017 - 02.2020
  • Responsible for providing in depth analysis with an emphasis on understanding the customer experience
  • Promoted to Analyst for displaying intrinsic analytical skills in day to day operations
  • Analyze business partner’s operations to understand strengths and weaknesses in order to determine opportunities to automate processes and functions
  • Translate high-level business requirements into functional specifications for the IT organization and/or vendors
  • Negotiate agreements and commitments by facilitating communication between business unit(s) and
  • IT and/or vendors from initial requirements to final implementation
  • Work with business partners across business function to align technology solutions with business strategies
  • Assist Project Managers in development of project plans and use associated project planning tools as needed
  • Conduct gap assessments, feasibility studies to assess cost/benefit, efficiency and technical viability of solutions to business problems
  • Analyze business processes, functions, and procedures to determine most effective business systems software to meet the needs of the organization
  • Develop overall test strategy to validate end state solution and facilitate user acceptance
  • Establish use cases, test plans, and coordinate testing across impacted groups
  • Closely monitor test outcomes and report findings to executive management through daily dashboards.
  • Analyzed key aspects of business to evaluate factors driving results and summarized into presentations.
  • Executed analysis of risks and identified risk mitigation strategies.
  • Interacted with internal customers to understand business needs and translate into requirements and project scope.

Supervisor

Charter Spectrum
Saint Ann, MO
11.2014 - 06.2017
  • Responsible for leading a team of representatives to ensure voice order fallout is corrected accurately and promptly for Spectrum Voice customers
  • Promoted to Supervisor for showing strengths in agent mentoring and skill developing
  • Supervise the daily activities of Provisioning Activation Coordinators including coaching to performance metrics, side by side quality assurance and career development
  • Provide instruction and telephone troubleshooting and diagnostic techniques; answer questions regarding telephone services and products; discuss service concerns as they relate to telephone porting activities
  • Conduct performance evaluations and provide feedback and action plans for Provisioning Activation Coordinators on a monthly, annual or as needed basis
  • Act as primary escalation point of contact for all external phone providers/voice vendors
  • Establish Trading Partner Agreements with new external phone providers when applicable
  • Responsible for ensuring accurate directory listing data is communicated for all Spectrum voice customers
  • Supervised Small Business Provisioning Activation Coordinators, Toll Free and ECAF teams simultaneously
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Achieved results by working with staff to meet established targets.
  • Monitored workflow to improve employee time management and increase productivity.

Education

High School Diploma -

Pattonville Sr. High School
Maryland Heights, MO

Skills

  • Team Management
  • Operational Readiness and User Acceptance Testing
  • Requirements; Gathering and Writing
  • Data Analysis
  • Defect Triaging and Management
  • Workflow Optimization
  • Staff Training
  • Stakeholder Relations
  • Performance Monitoring and Evaluation
  • Department Oversight
  • MS Office

Timeline

Manager, Operational Readiness

Charter Spectrum
08.2021 - Current

Sr. Business Analyst

Charter Spectrum
02.2020 - 08.2021

Business Analyst

Charter Spectrum
06.2017 - 02.2020

Supervisor

Charter Spectrum
11.2014 - 06.2017

High School Diploma -

Pattonville Sr. High School

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Nolan Hilterbrand