Noell C.

Bulka
3009 Fresh Water Court, Spring Hill, TN 37174
(615) 614-1432 (HM) (615) 932-2842 (WK)
E-mail address: nb689fe0@westpost.net

Career Objective: To obtain a Directorate level and leadership position within a

service industry company.
PROFESSIONAL SUMMARY
Senior Management level professional with a results-oriented, multi-faceted back
ground in new business development, account management, sales, provisioning, cus
tomer service, employee development, telecommunication systems, processes and to
ols. Possess outstanding communication, organizational, interpersonal and analy
tical skills; the ability to establish and maintain strategic employee, agent an
d customer partnerships; develop, implement, train, coach and mentor large teams
all the while managing a multi-million dollar budget; possesses a high degree o
f resourcefulness with the ability to motivate and lead others in attaining obje
ctives; an indefatigable work ethic reflecting dedication to excellence in all p
ursuits.
PRIMARY QUALIFICATIONS INCLUDE
* Strong customer service, project management, problem solving, relationship bui
lding and time-management skills.
* Detailed oriented performance with a proven track record to execute and delive
r.
* An extensive background in hiring, training, staff development, conflict manag
ement and motivational leadership.
* The ability to effectively analyze and improve upon systems and processes lead
ing to higher levels of productivity and bottom line profitability.
* A cumulative reputation for performance, dedication and results.
* Organizational - extensive background with the ability to manage numerous proj
ects simultaneously, work across the organization, and drive the necessary activ
ities to solve customer issues and foster a positive teaming company culture.
* Prior Experience managing technical support professionals in a fast-paced, gro
wing, carrier-class 7x24 multi-geography environment.

PROFESSIONAL EXPERIENCE

12/08-Present Manager of Customer Support - Emdeon, Nashville, TN

-Responsible for developing, coaching, training and managing a 34 person Level I
I and Level III EDI Technical Claims Research Technical Support Team for one of
the nation's largest Clearinghouses.
-Core objectives to reach and maintain a Customer Satisfaction Survey Score of 4
.2 out of 5 or higher, close all cases within a 5 business day period from recei
pt and re-opens > 10%. YTD-exceeding objectives.
- Efficiently troubleshoot and resolve complex problems in a highly
technical environment utilizing using UNIX, JAVA, SQL, SIEBEL (version 8.1-roll
ed out) and ORACLE based tools, as well as, installing a new CISCO IP Communica
tor (version 7-rolled out) and CTIOS desktop and telephony system. Upgraded and
utilized Envision in our call recording and QA environment.
- Manage, plan, and guide the daily activities of the electronic data interchang
e department.
- Manage and prioritize an individual open case queue and thoroughly document al
l research/conversations utilizing a case tracking
system. Regularly update customer of ongoing troubleshooting and resolution
efforts.
- Coordinate file transfers between systems, business partners and customers.
- Hire, review, and fire non-management employees. Plan, direct and coordinate d
aily activities of a multifunctional department and team.
- Responsible for maintaining a very high level of customer satisfaction to cust
omers, being a strong internal customer advocate at the management level, and fo
r managing, leading, and providing technical guidance to a team of technical sup
port experts tasked with providing 7x24 world-class technical support expertise
to service provider customers globally.
- Interacting with major customers on a pre and post-sales basis.
- Handling and Resolving Customer Escalations directly from customers and/or fro
m Executive or Account Management.
- Facilitating new product introduction into customer deployments by ensuring th
e product is operationally sound, and ensuring the technical support team are fu
lly trained prior to product release.
- Establish processes and methodologies to ensure a scalable growth model
- Interacting with sales organizations, including presenting the support busines
s and metrics to both existing and new customers.
- Define and monitor key metrics and case statistics for continuous improvement
in customer satisfaction and progress toward overall objectives and long-term Cu
stomer Service goals.
- Develop and implement policy, procedures, training, and career development pla
ns to maintain a professional, well-rounded team.
- Deliver onsite support reviews as part of quarterly business reviews to key cu
stomer accounts.
- Becoming embedded within the customer's operational and design staff to be the
technical Subject Matter Expert.
- Lead regularly scheduled conference calls to discuss the status of all current
open cases and updates on customer network plans.
- Ensuring the Support personnel are following best process and practices to ef
ficiently resolve customer issues - such as Replicating and testing customer con
figurations in a lab environment,
- Providing feedback from customers to Product Management, IT & Executive teams
via appropriate systems
- Creating and managing a budget for team capital and operational expenditures

10/12/04-12/08 Senior Manager of Customer Service -Corporate PAETEC, Fairport, N

Y & Brentwood, TN
-Responsible for developing, coaching, training and managing a multi-million dol
lar budget, Customer Service Call Center and Quality Assurance Teams of 4 Superv
isors, 2 Managers and 30+ team members. Core objective - answer 90% of all calls
in 20 seconds and to deliver a world class customer experience.
-Interviewed, hired, developed, coached and trained over 55+ new employees into
PAETEC Repair and Billing Teams.
-Created a 6-week new hire intensive training program along with soft skill and
relationship building modules.
-Involved with requirements, testing and the design of Customers Online for Cust
omer Service and Account Development as well as the continuous re-design and add
itional feature functionality of PAETEC's Customer portal - PAETEC Online.
-Submitted over 200 IT functionality requests on what we are hearing from our Cu
stomers, Account Development and our Agent Channels for suggested improvements.
-Involved with the design, process, training and roll out of the following inter
gration efforts for Customer Service: Covista, American Long Lines, US LEC and n
ow McLeod.

7/14/03-10/12/04 Supervisor of Account Development Corporate PAETEC, Fairport, N

Y
-Responsible for a staff of 7 Account Managers and a $3 million base of Customer
s across the northeastern region of the United States.
-Goals were to maintain Customers, renew, up-sell and keep churn under 4%. Consi
stently exceeded our team's goals at 100% or higher for 2003-04.
04/01-7/03 National Local Service Delivery Director-Local Customer Relationship
Management Division/Local Network Services - Corporate AT&T Bridgewate
r, NJ
-Responsible for all Local pre and post sales support (Data Gathering, Order Ent
ry, Project Management to First Bill Review) of the Retail, Wholesale, Global &
Small/Medium Business Markets for AT&T Local. Services to include: Local Prime (
DSO, DS1, DS3, OC12 and AccuRing, Local On ABN (bundled product line where LD, D
ata and Local reside on the same DS1) and Local Private Line products.
-Hired, developed, trained and supported the entire Retail, Global and Wholesale
Local Service Delivery Management Team of 83 Local Service Delivery Managers, 5
Local Quality Control Managers and 5 Local Regional Service Managers.
-Managed a multi million dollar budget ($40 million+) and a National order level
quota attainment (production goal of installing 32,000 DS1's annually) to the e
xcess sum of 250 million dollars of net new AT&T Local Revenue.
11/00-04/01 Executive Assistant (EA) supporting Customer Relationship Management
(Local, Data and LD) AT&T Bridgewater, NJ.
Supported the Customer Relationship Management's Executive Vice-President (A&T
Officer) in all areas of business: including Data, Local and Voice product lines
, Local Network services & Customer Care Centers. Managed, staffed and developed
AT&T's Local Disaster Recovery ("War Room") plans for the 2000 Winter Olympics
and the 99' Verizon strike. Critical Solutions Manager supporting all escalation
s coming into our Executive Complaint department. Supported the former Retail an
d Global Escalation Managers and provided direct escalation support to the CRM V
ice-President as well as day-to-day business needs.
01/00-11/00 Eastern Regional Local Field Marketing Manager AT&T Morrist
own, NJ
Supported and trained (8) Regional Sales Center Vice-Presidents and their Accou
nt Teams on Local Prime Products and AT&T Digital Link Local Products. Responsib
le for the development, roll out of all Local training and support. Hired, staf
fed, managed and trained (8) Quality Control Managers, 150 Customer Project Mana
gers and 12 Technical Support Managers within the NJ, NYC, Upstate NY and New En
gland geographic areas. Responsible for obtaining a Regional Local annual revenu
e production and SAART quota of $3,000,000.
07/99-01/00 National Local Marketing Manager & Local
Specialist, Corporate AT&T - Bridgewater, NJ
Promoted to Corporate National Local Marketing Manager and moved to NJ in July o
f 99'.
Sales Responsibilities:
Responsible for the development of the Local marketing plan for 2000 which inclu
des training, a community web page and content, monthly newsletter, monthly know
ledge community training calls to enhance the Local Specialists knowledge base.
Responsible for the development of our G2G & Local web content, training, compe
nsations, promotions, sales processes & distribution to field, $314M quota in Lo
cal, sales support for nation on all Local Prime Products & ADL, sales engagemen
t, collateral, offer simplification & requirements, issue resolution, sales camp
aigns & contests and program management. 70 Local Specialists in the nation rep
ort to me with Local concerns, questions and training, interacting on a daily ba
sis, training conducted 1x/month for reinforcement and continual learning of Loc
al Products and processes.
Channel Activation:
Input and influence on Offer development and sales tools, Sales Force Capacity M
odeling & Business Planning, Offer Launches and training to field.
Market Sensing:
Responsible for results analysis, results management, marketplace competitive &
price sensing and working with Strategic Pricing to re-price and/or develop GCT
pricing.
Voice AE Stewardship:
Responsible for knowledge gap & enhancement, feedback forums & training and symp
osiums.
10/98-07/99 AT&T Local Services (Formerly ACC) Rochester, NY
Major Account Executive
Responsible for the growth and new development of a territory that includes all
of the Rochester LATA. Trained in the patented art of face to face and VITO sel
ling. Strategically focused on developing new client relationships in the Fortu
ne 100 and 500 level marketplaces. Developed sales strategies targeting vertical
markets such as Banking, Manufacturing, Real Estate & Law Firms. Local Special
ist and Mentor for new employees. Developed and initiated new hire training prog
ram. Coordinated and ran Local Trade Shows.
Results: Achieved 100% of quota for 1999. 20+ new accounts resulting in $65K of
new Local revenue by August of 99'. Received "Manager's Choice/ WOW" Award for
1st quarter 1999. Received Appreciation Award for outstanding sales and leadersh
ip for 1999.
2/98-10/98 USN Communications Milwaukee, WI
Senior Client Acquisition Specialist-Consultant
USN Communications was one of the largest reseller of RBOC services in the count
ry.
Responsible for the growth and new development of a territory that includes Sout
h Milwaukee and West Allis in Wisconsin. Hired and trained a Team of 18 Account
Executives to open up, develop sales strategies and sell Local within the Southe
rn WI area. Trained in the patented art of face to face selling and one call clo
ses through consistent face-to-face cold calls. Strategically focused on develo
ping new client relationships in the small to mid size marketplace. Developed s
ales strategies targeting MSO companies in local, residential, long distance, da
ta, cellular, paging and Internet services. Created successful marketing strate
gies with mailers, campaigns and promotional ideas. Initiated weekly training an
d mentoring new Sales Associates in the art of telephony. Participated and deve
loped the Tutor Training Program nationwide.
Results: Consistently achieved 100% of quota. Part of a six person sales team t
hat in March 1998 achieved company sales record of 104 orders. In my first four
months, brought aboard over 65 new clients
2/97-2/98 TCG - TELEPORT COMMUNICATIONS GROUP (to become AT&T) Milwaukee, WI
Senior Account Executive
Responsible for the development and growth of over $2.0M for the nation's larges
t provider of local exchange telephone services.
- Territory included the Greater Milwaukee Metropolitan area.
Trained in fiber optics, local, long distance, data and Internet services. Prov
ided excellent customer service while maintaining and creating new client relati
onships. Presented at national communications trade shows. Created successful
selling strategies and developed marketing programs that enabled the consistent
achievement of sales quotas.
Results: Received National Fast Start Award for the first major fiber optic buil
d in ninety days (Milwaukee Public Museum). Sold fiber builds into Allen Bradley
, AO Smith & Johnson & Johnson. Consistently achieved 100% of quota.
3/96-2/97 NEW RESOURCES CORPORATION Waukesha, WI
Technical Account Executive
Responsible for the growth and management of a $2.5M territory for an Informati
on Management Consulting firm focusing in the Business Systems and Client-Server
 Technologies. Prepared proposals, evaluated diverse organizations through busi
ness
needs analysis, administration of marketing plans through distribution of sales
materials, telemarketing, and face-to-face sales calls. Completed training in
Spin & VITO selling and extensive background instruction in the latest relationa
l databases, operating systems and tools.
Results: Built territory to its $2.5M level, including such clients as JC Penney
s, G&H Products (Division of Alfa Laval), Universal Foods and Rayovac.
9/94-3/96 EASTMAN KODAK COMPANY, Milwaukee, WI.
Account Representative
Responsible for the growth and management of a $1.0M territory for Kodak's Offic
e
Imaging Division. Marketed a broad range of high-end digital printing and copie
r products
to Information Technology professionals at the strategic account level within th
e Greater Milwaukee marketplace. Prepared and presented proposals for network b
usiness solutions to
Client base. Completed rigorous Strategic Selling and Face to Face training pro
grams as
well as extensive Kodak-based courses.
Results: Built territory to its $1.0M level, including such clients as Firstar
Bank, AT&T,
Harley Davidson, Deluxe Data Systems and Krones, Inc.

7/93-8/94 CATALYST DIRECT, INC. Rochester, NY.

Project Coordinator/Sales Representative
Performed wide range of administrative/sales and project management activities
of or direct market research firm with primary oversight for executing direct ma
rketing programs for Eastman Kodak's Picture Exchange and Image School. Coordin
ated all facets of sales and educational seminars for Kodak's Printing & Publish
ing Industry, representing approximately 3,000 annually. Interfaced extensively
with client sales forces to derive maximal exposure to new programs and product
s; kept Account Managers apprised of project status on proactive basis; performe
d monthly client analysis and inventory reports.
Results: Played a key role in procurement
of $10.5M in new revenue for a major banking.
Client during a two-month period of the fi
rst quarter of 1994.

EDUCATION

STATE UNIVERSITY OF NEW YORK AT ALBANY

Bachelor of Science - Political Science & Minor in Psychology, 2007
MONROE COMMUNITY COLLEGE, Rochester, NY
A.S. Criminal Justice/Police Science, May 1991

COMPUTER & TELEPHONY SKILLS

Windows 2007, Microsoft XP, Excel, Power Point, Unix, Siebel, & Microsoft Outlo
ok 2007, Avaya/CMS and CISCO IP Communicator/CTIOS Desktop, Envision Call Record
ing Software

AWARDS & RECOGNITION

Emdeon Team Player Award 2009
Emdeon President's Club 2009
PAETEC Quality Awards (3)
PAETEC Presidents Club 2006
PAETEC MAESTRO Award 2006 - MCC Student Program
PAETEC Community Service Awards (3)

ADDITIONAL TRAINING
PAETEC Management Boot Camp -2-day course
PAETEC Leadership Training, Mentoring Program ( 6 month ) and 360 degree feedba
ck -2-day course
PAETEC former MAESTRO Internal Writer & Auditor
Introduction to Six Sigma Training
Creative Leadership Crash Course - External Skill path Training
Situational Leadership - Internal 8 hr Emdeon University course - 2009
Behavioral Interviewing - Internal 8 hr Emdeon University course- 2009
Civil Leadership - Internal 8 hr Emdeon University course - 2009
How To Deal With Difficult Customers - External Skill Path Training
Mentoring, Motivating and Measuring - ICMI - External Training (3 part series)
Mastering Time Management - External Skill Path Training

ASSOCIATIONS-VOLUNTEER ACTIVITIES
Toastmasters International: PAETEC Communicators - Vice President of Membership
2007-08
Golisano Children's Annual Coordinator For PAETEC For The Walk & Telethon (2005
-2008)
United Way -Community Investment Cabinet Member - Early Childhood & Elderly (2
008)