Open to opportunities

Andrew presnell

@andrewpresnell

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I lead remote contact center teams to improve quality, productivity, and service.

United States

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What I'm looking for

I'm looking to lead remote service or support operations where I can coach teams, improve quality and productivity, resolve process gaps, and partner cross-functionally to strengthen customer service delivery.

I've led remote contact center and support teams for 12+ years, improving service delivery through coaching, quality oversight, and KPI-driven operations. At Hotwire Communications, I raised First Call Resolution by 18%, cut error rates by 22%, and reduced Average Handle Time by 12%.

At Charter Communications, I transformed a bottom-tier technical support team from 11th place to #1 in the region within 60 days, while mentoring and promoting 15 team members over three years. I also used SQL to identify billing and operational process gaps, recovering 15% in at-risk revenue.

Most recently, I supported Intuit's high-volume tax season as an escalation point, auditing financial transactions and filing details while resolving complex issues under pressure. I partner closely with Operations, Quality, Workforce Management, Training, and reporting teams to turn service trends into practical process improvements.

Experience

Work history, roles, and key accomplishments

Seasonal Tax Manager

JDA TSG / Intuit

Oct 2025 - Apr 2026 (6 months)

Served as escalation point for a remote support team, ensuring adherence to program service and quality standards during high-volume peak season. Audited financial transactions and filing details for accuracy, applying strong analytical and problem-solving skills to identify and resolve issues under time pressure using Slack and Microsoft Teams for cross-functional updates.

Slack Microsoft Teams Financial Auditing Problem Solving Escalation Management