Empathetic People Leader with strong focus on customer satisfaction using data analytics skills to improve processes and to build strong and stable procedures
The technical challenges of developing software that support a business process, or solve a business issue, will probably never stop to attract me. However my main interest has shifted some years ago from computers to an even more interesting aspect of life: HUMANS. I like to be the middleman between the IT world, and the business world. My current job has a bit of everything. Interested in working in a team and taking a leadership role.
Enjoys solving business problems with innovative solutions using people and technologies.
[1999 – today]
Since April 1999 I am working for an American telecommunications company headquartered in New York City. The company is the world’s second-largest telecommunications company by revenue and its mobile network is the largest wireless carrier in the United States as of June 30, 2025.
Within my career I worked in various roles and for the time being I am the Lead Enterprise Client Service Manager assigned to a an American multinational corporation and technology company headquartered in Cupertino, California, in Silicon Valley.
Overall I can look back to more than 26 years of experience in internet technologies.
[Mar 2024 – Present] HCLTech
Lead Enterprise Client Service Manager
End of 2023 Verizon announced a strategic partnership with HCLTech. As part of this strategic partnership in March 2024 I have been transitioned to HCL Technologies Germany GmbH.
As a leading client service management role for an American multinational technology company, I am ensuring that all aspects of service management are covered with the highest customer satisfaction. I am responsible for the Global Voice services, the data network services as well as the business processes and improvements. Beside managing internal and external partners, the key function is to build and maintain a good customer relationship which became a real partnership over the time.
[Oct 2017 – Aug 2021] Verizon Communications Inc.
Lead Enterprise Client Service Manager
As a leading client service management role for an American multinational technology company, I came in to an customer account to stabilize the customer relationship and to improve the overall customer satisfaction. I changed the former customer frustration to a real partnership. Within my role, I acted as the middleman between the customer, internal teams and external vendors.
[APR 2016 – Sep 2017] Verizon Communications Inc.
Lead Consultant – Client Services Management – Security
As a Dedicated Lead Client Services Manager – Security I worked directly within the customer environment of a global acting medical technology manufacturer. I designed and built security rules to block threats. As part of the change advisory board of the customer, I acted as a partner to address security changes. Within my role, I was a trusted advisor in all security areas.
[NOV 2012 – MAR 2016] Verizon Communications Inc.
Lead Consultant – Network Security
As a Security Services Advisor I ensured that the customer environment was safe guarded. Within my role I was responsible for the global customer management including providing Service Level Agreement reporting and security advisory. I built a strong customer relationships for several global customers.
[JUL 2009 – OCT 2012] Verizon Communications Inc.
Specialist Project / Programme Management
I was the Lead Migration Project-Manager and Subject Matter Expert who worked on several billing system migrations to a strategic global billing system. I defined user stories, defined tariff definitions and I built new business processes to adapt the migrations.
[FEB 2007 – JUN 2009] Verizon Communications Inc.
Senior Billing Analyst
As a Senior Billing Analyst, I was also a Technical Billing Operations Engineer maintaining the UNIX based billing system which was used to bill 13 EMEA countries. I was responsible for ensuring the correct billing of all web services, leased lines and dial services. With my team, we coordinated the bill runs for each country. Furthermore, I improved/developed technical tools to improve the quality of each bill run.
[JAN 2005 – JAN 2007] Verizon Communications Inc.
Team Lead IP Technical Operations
I led the technical billing team which managed the technical aspects of the bill runs. My team was responsible for maintaining and operating the EMEA billing system holding 16 countries. Within my role, process improvements were part of the accountability as well as the technical design of the unix based billing system and the implementation of new tariffs.
[APR 1999 – DEC 2004] Verizon Communications Inc.
Billing Operations
I was a Technical Billing Operations Engineer maintaining the UNIX based billing system and responsible for ensuring the correct billing of all leased line services. Within my role I was responsible for the coordination of the bill run.
[time before 1999]
My technical career started back in 1996 as a software engineer and system administrator and before I started to work for Verizon Communications Inc, I made some interesting career steps. If you are interested in these old days, feel free to drop me a mail at hello <at> andre-grahl <dot> de
For sure, you can also reach out to me if you are interested in my computer science & business administration diploma (AS) and the degree-dissertation („Konzeption und Erstellung einer webbasierten Datenbank zur technische Dokumentation von Prototypen“) which I have done for Behr-Hella Thermocontrol GmbH.
