Leaders at ADC: Meet Andy Dettling

Andy Dettling ADC Call Center ManagerADC welcomes our newest leader: Andy Dettling, Call Center Manager

What is your title and how many staff members will you oversee?

I am the Call Center Manager.  I have three supervisors and twenty seven agents reporting to me.

What is the scope of your position?

I am responsible for the overall operation of the Call Center (formerly Centralized Scheduling and PBX) which includes the primary functions of scheduling patient appointments, MyADC services for patients whose accounts have been activated, paging services and answering general questions for patients, staff and providers.  In addition, I am responsible for improving the quality and efficiency of the call center so it may become an effective resource for all specialties. Our goal is to be the primary point of contact for all patients, staff and providers for ADC.

Tell us about your education or special training you have had to get you where you are today?

I have a B.S in Business Information Systems.  I also have over thirty years of management experience and training in Six Sigma methodology.

Where did you work before and what brought you to ADC/Austin?

My primary relevant experience was as the Operations Manager for Customer Assistance in the General Motors call center.  There I supervised a team of twenty three Team Leads and over 250 agents.  I came to ADC because I was excited about the challenges and the growth potential.

What are your first 90 day goals for you or your department?

The first half of that time, I will be focused performing an intensive analysis of systems, processes, policies and personnel in the call center.  Based off that analysis, I will be able to formulate an effective action plan that will set us on the path toward improvement.  The second half will be devoted to implementing changes designed support the improvements we will achieve.  After all, you don’t start building a house without first building a solid foundation.

How do you like to spend your leisure time  – any favorite hobbies or special interests?

I have overcome my golf addiction…at least for now.  I also have played guitar since seventh grade (which is more years than I care to count).  I play many styles, but I’m an electric blues player at heart (Clapton, SRV).  My other passion is cooking.  I enjoy cooking Italian, but I also make a mean Sauerbraten and have been known to smoke the occasional brisket or pork shoulder.

If you were stranded on an island what three things would you bring with you?

A guitar, a grill and my wife.

A little bit more about Andrew:

I was born and raised in Queens, NY and moved to Long Island after I was married.  We came to Austin sixteen years ago.  I have been married for thirty years to the only woman crazy enough to put up with me that long.  I have two daughters.  My oldest is a video game developer for Battlecry Studios here in Austin.  My youngest is currently in Cincinnatti working on her Masters in Architecture.  My only “child” now is my dog and we have spoiled him rotten.  Finally, I just would like to say that I am honored to have been selected to join the ADC team.  Everyone I have met has gone out of their way to make me feel welcome.  That says a lot about the core values of an organization and I’m glad to be a part of the team.