Summary
Overview
Work History
Education
Skills
Timeline
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Alexander Yates

Cincinnati,OH

Summary

Project manager and customer service professional with 18 years of experience in team leadership and client relations. Demonstrated success in time management and achieving performance targets aligned with business objectives. Strong communication skills enhance collaboration across organizational levels. Focused on continuous improvement and embracing new challenges.

Overview

18
18
years of professional experience

Work History

Senior Project Manager

Alliance Construction Administrartive Sevices
Cincinnati, OH
05.2021 - Current
  • Coordinated resources across multiple departments and teams to ensure successful completion of projects.
  • Managed project scope, timeline and budget in alignment with company objectives.
  • Oversaw quality control throughout the project life cycle to ensure deliverables met or exceeded expectations.
  • Ensured compliance with internal policies, contracts, and regulatory obligations during all stages of a project's lifecycle.
  • Delivered a high level of service to clients to extend relationships and encourage further projects.
  • Completed thorough risk assessments, and devised mitigation strategies to avoid potential roadblocks.
  • Implemented change management processes when issues arose to keep projects moving forward, adjusting to shifted priorities.
  • Successfully managed relationships with all stakeholders.

Office Manager Collections

Accord Group
Kansas City, MO
04.2015 - 04.2021
  • Successfully collected $2,000,000.00 - $4,000,000.00 Annually
  • Knowledgeable of roofing codes in 5 states. Responsible for reviewing insurance company estimates to assure all components are accurately measured and accounted for while working daily with insurance adjusters to ensure all local codes are acknowledged and paid properly.
  • Worked closely with project managers daily reviewing data to estimate projects sold and submit those estimates to insurance company's for approval.
  • Collaborated cross-functionally with the Production Manager to manage work requests, coordinating logistics and verifying delivery dates to improve operational efficiencies.
  • Optimized traceability, developing organized systems to proactively and consistently ensure revenue targets are maintained.
  • Identified impacts of delinquent clients, listened to customer needs to identify and recommend optimal repayment schedule based on customer finances. ·
  • Addressed internal and customer-related issues daily with affected strategic resolutions.

Supervisor

NCO Group, T-Mobile
Rockford, IL
06.2007 - 05.2013
  • Led team of 30 customer service professionals consistently meeting and exceeding T-Mobile requirements for customer service, billing inquires, and cellular service trouble shooting needs.
  • Upheld internal standards and productivity goals meeting and exceeding KPI targets.
  • Analyzed employee performance weekly, monthly and quarterly to review policies, set SMART GOALS, and deliver feedback to improve proformance.
  • Led weekly staff meetings to review team goals, recognize achievement, and communicate internal and T-Mobile directives to strengthen product branding and marketing campaigns.
  • Led monthly staff meeting to set team goals and establish incentive strategies that foster a better customer service environment for all by introducing ambitious individual goals that promote a healthy competitive team environment by recognizing and encouraging achievement while simultaneously meeting and exceeding business targets.
  • 1 of 6 supervisors chosen to train and lead teams of 30 when T-Mobile Activations was added to the United States call center line of business.
  • 1 of 3 supervisors chosen train T-Mobile Activations in multiple call centers.
  • 1 of 2 supervisors chosen in 2010 to train and lead teams in the launch of Walmart's Family Mobile prepaid service which used T-Mobiles infrastructure and towers.

Education

High School Diploma -

Northwestern Military And Navel Academy
Lake Geneva, WI
06.2018

Some College (No Degree) -

Northern Illinois University
Dekalb, IL

Skills

  • CRM and office management software
  • Training and coaching
  • Xactimate Software
  • Advanced training in overcoming objections, conflict resolution and persuasion techniques
  • Excellent written and oral communication

Timeline

Senior Project Manager

Alliance Construction Administrartive Sevices
05.2021 - Current

Office Manager Collections

Accord Group
04.2015 - 04.2021

Supervisor

NCO Group, T-Mobile
06.2007 - 05.2013

High School Diploma -

Northwestern Military And Navel Academy

Some College (No Degree) -

Northern Illinois University

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