Andrew Hall

Founded a consulting firm specializing in strategic technology innovation within the customer service segment. This company has supported fortune 500 clients in Europe, Asia, and the USA, providing expert technical consulting and professionalism to the financial services, automotive industry, manufacturing, and banking sectors.

§Performed the role of interim CIO for several companies both in the USA and Asia.

§Performed high-quality freelance consulting for McKinsey, KPMG, Capgemini, and Dimension Data on large, complex customer experience projects that improve customer lifetime value throughout the Europe and Asia Pacific region.

§Key point of contact for several fortune 500 companies, innovating, validating, and managing customer experience technology projects in Asia and Australia.

§Led and directed aspects of technology innovation for our clients and became a trusted advocate. Identifying technical requirements in line with industry trends.

§Increased revenue from startup to over $3 million in five years through the recruitment and coordination of a specialized services team.

Specifically hired to direct and develop the creation of a new technology division for this Capgemini, dealing exclusively with business process automation and artificial intelligence for its US-based clients. Leading the business analysis activities and formulating automation candidates. Managing a team of on-shore and off-shore engagements to deliver solutions in highly accelerated timelines.

§Successfully directed a $1.3M automation project for a client to introduce cost-effective solutions to reduce the reliance on human capital.

§Influencing and consulting on the further uses for automation and AI within the end client’s family of CRM, ERP systems, saving over 10,700 hours of FTE costs within three months of operation.

§Led the expansion from experiments to production roll-out and maintenance procedures of several high-profile automation projects.

§Visionary change agent capable of driving continuous improvement towards excellence.

Develop an onshore/offshore delivery model that maintained deadlines, corporate compliance, and exacting quality assurance in a highly accelerated agile project environment.

Served as the principal strategist and leading visionary of NCR’s global communications group that supported 42,000 employees and 15 contact centers. Identified innovation opportunities, modernized team capabilities, and upgraded legacy solutions.

§Managed a portfolio and budget of over $50M related to the operation and investment within the global contact centers. Identified and started the implementation of a comprehensive resilient SIP transport plan, which would reduce network and telephony service costs by 12 – 18% and significantly reduce outage occurrences.

§Identified uses for advanced predictive data insight using Tableau and NCR’s data-lakes to drive SIP transport redirects based on input from NCR’s support platform and ticketing management system, ServiceNow.

§Assigned and trained crucial personnel to support innovation projects. Lowered required FTE per task and saved 18% of labor costs through improved resource management and more comprehensive training.

§Managed the replacement of systems with virtualized solutions to achieve a 25% reduction in hardware requirements while maintaining the resilience of the platform without changes to operational or capital expenditures. This was achieved by sourcing multiple vendor partnerships and leveraging their networking and end-user expertise.

Initially a Principal Consultant and was promoted several times, ending up as Senior Director of Communication Services and managing a $10 million-dollar revenue budget and a team of over 30 pre-sales consultants and installation engineers supporting the organization globally.

§Instituted changes in solution architect training that allowed personnel to focus more on business processes. Improved revenue by 18% over three years after implementing these changes.

§Recognized as a subject-matter-expert in customer experience management concepts by vendor industry leaders. Written several published articles regarding the measurement of customer lifetime value.

§Created custom solution sets, providing a new annuity-based revenue stream.

§Assembled template solutions for professional services, concentrating on value-add features like SAP, Salesforce, and Oracle and ERP, CRM integration.