Andi Freeman

-Support operations and technology for a small college counseling practice, streamlining day-to-day workflows and keeping client-facing systems running smoothly.
-Own the technology stack end to end, including client-facing web presence (Wix), payment systems (Square, Venmo), and internal tools, ensuring a reliable experience for clients and staff alike.
-Apply AI productivity tools daily to strea

General Manager, Operations | Centratel Answering Service | 2008–2026
Ran daily operations for a 45-person contact center serving 350+ B2B accounts across medical, hospice, property management, and trade services — industries where operational reliability isn't optional. Grew into this role from the ground up, which meant understanding every layer of the business before being responsible for all o

Managed a portfolio of SMB accounts across medical, property management, home health, and trade service industries as primary relationship owner. Became the go-to for complex escalations and account recovery.
• Acted as escalation point for complex service disputes, rebuilding client confidence and extending account lifetime value
• Led CRM migration from legacy system, modernizing customer data

Joined Centratel with no onboarding infrastructure in place and built it from scratch.
• Designed the company's first structured onboarding playbook, creating a scalable, repeatable framework that reduced configuration errors and gave the team a shared process for every new account
• Handled end-to-end technical onboarding, translating complex customer requirements into clear configuration and s

High-volume customer service and daily store operations in a fast-paced print and business services environment.

Pursued a Bachelor of Arts in Political Science and Government.