Andrew Poole
About Andrew Poole
Andrew Poole is a Senior Project Manager at TomTom, specializing in customer incident management.
Current Title and Responsibilities
Andrew Poole is currently serving as the Senior Project Manager - Customer Incident Management at TomTom. He has overarching responsibility for customer incident management within the TomTom Mapping Unit. His duties include handling complaints across all map content and features, organizing and assigning workloads across various teams, and ensuring effective resolution of customer incidents. Additionally, he acts as a technical expert, facilitating both technical and non-technical meetings and workshops.
Professional Background
Andrew Poole has extensive experience at TomTom, having held multiple roles over the years. He was previously a Program Manager from 2018 to 2019, a Quality Manager for six months in 2018, and a Senior Quality Engineer from 2017 to 2018. Prior to these positions, he served as a Team Coordinator for Maps UK, IRL, BeNeLux between 2014 and 2016, a Geographic Analyst from 2012 to 2014, and a Sourcing Analyst from 2011 to 2012. Before joining TomTom, he worked as a Geographic Analyst at HERE from 2007 to 2009.
Educational Background
Andrew Poole holds a Master's Degree from The University of Manchester, achieved between 2009 and 2010. He also earned a Bachelor's Degree from Staffordshire University, where he studied from 2004 to 2007. His academic background has provided a strong foundation for his roles in geographic analysis, quality management, and project management.
Incident Management Expertise
In his current role at TomTom, Andrew Poole is responsible for budget management, conflict resolution, and prioritizing customer incidents. He liaises closely with customers to understand their issues and expected remedies, effectively communicating timelines and roadmaps. His role requires organizing and assigning tasks to various teams to resolve incidents efficiently, demonstrating his expertise in managing complex customer interactions and technical challenges.