Project Manager Customer Service

LEOLA ALBERT

********@*********.*** 770-***-**** Cell

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PROFESSIONAL PROFILE

High-performing project manager with 19 years of expertise in directing highly complex projects

that build / optimize organizational processes, measurement systems, and infrastructure to

maximize business results.

Skilled strategist who successfully transforms strategic plan into workable solutions and

benchmarks performance results against key operational targets/goals.

Proven track record of structuring and implementing projects that yield measurable results,

including reduced tactical-planning cycle time, cost reductions gained from improved

system/process performance, productivity gains through multiple change and improvement

initiatives, reduced product-development time, and revenue growth.

Skillful tactician with talent to organize, manage multi-functional teams, executes plans, promote

communication, and provide motivation for achievement of business goals.

PROFESSIONAL EXPERIENCE

Project Management/Project Coordinator

Led a cross-functional team of 45 individuals and successful completed two large scale projects:

record retention and escrow management.

Review customers contracts and managed installation jobs progress through to production.

Scheduled and managed installation jobs with customers and installer to ensure customer’s

expectations were met.

Ensure installers were paid for all service by creating work order and labor bills in database.

Scheduled pre and post inspection with customers and Field Inspectors.

Managed project resources, progress, completion timeframes, and budget while exceeding key

operational performance targets.

Orchestrated national client systems by implementing process improvements which resulted in

the retrieval of $1 Million in lost revenues. Received recognition for this initiative.

Generated and implemented 20 new standard operating procedures which successfully met ISO

certification requirements. Received recognition for this initiative.

Managerial

Managed up to 15 direct report employees and was successful in maintaining 50 national clients

whose account valued over $5 Million in revenues quarterly.

Motivated peers and other co-workers to think outside of the box to improve customer

satisfaction while remaining fair, open-minded and flexible.

Trained employees on daily tasks, product knowledge, contracts, and customer service

requirements.

Delegated smaller tasks to the most skilled individuals while supervising project as whole.

Recruited, interviewed, hired and terminated employees and subcontractors.

Leola Albert Page 2

Client/Customer Service

Provide customers trademark search, domain portfolio management and brand

monitoring services.

Research and analysis of customer data, take and fulfill customer’s orders.

Application of strong technical skills, which includes Domain Name Service configuration, URL

forwarding, creating mail accounts.

Coordinated efforts with various internal departments that successfully resolved client’s stressful

situations and escalations by applying problem resolution skills that delivered a high level of customer

satisfaction while assisting clients.

Educated Record Protection, Credit Collection, and Domain Management Clients on company’s products,

policies, and contracts thus improving customer relations.

Increased record protection business sales by cross selling various products and services to existing

customers, resulting in $1 Million dollars of verification protection service.

Credit/Collections

Led team to achieve optimal processing of daily files, monthly analysis, and commission billing

invoices that generated over $1 Million in revenue quarterly.

Redesigned credit and A/R system to more effectively managed customer risk management that

resulted in $700 Thousands in back pay. Subsequently received Shinning Star Award.

Setup centralized Quality Control processes within team s and developed queuing system that

reduced errors of past due invoices over 90 days that lead to collections of $25 Million on an

annual basis

EMPLOYMENT HISTORY

Project Coordinator - Contract, Home Depot, Atlanta, Georgia, May 2012 – Current

Client Service Executive, Corporation Service Company, Lithonia, Georgia, August 2010 – February

2012

Project Coordinator, Iron Mountain, Norcross, Georgia, June 2007-August 2010

Project Manager, NCO Financial, Norcross, Georgia, June 1999-February 2007

EDUCATION

Bachelor of Arts in Business Administration, University of Phoenix, GPA 3.67

COMPUTER SKILLS/ELECTRONICS

MS 2010: Excel/Word/PowerPoint/Publisher/Project

MS Outlook/Oracle/SAS/Lotus / Sales Force/QuickBooks / DNS / URL Forwarding/ Creating

Mail Accounts

Operating Systems: Microsoft Windows 2007, ME, XP

Extensive use of fax machines, efax, copy machines, printers, scanners, and multi phones lines

MEMBERSHIPS / ACTIVITIES

Step Ahead Professional Certification (2003)

FDCPA Regulations Training (2001)

Coursework in Process Improvement, Project Management, Quality Assurance, Full Life Cycle,

Customer Solutions, Team Building/Mentoring

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