Project Manager Customer Service

William (Billy) O. Mangan IV

*** ******* ***** 678-***-****

Woodstock, GA, 30188 ********@*****.***

BUSINESS ANALYST * OPERATIONS ANALYST * PROJECT MANAGER

Summary

Result orientated problem solver who possesses the ability to excel in a fast paced environment. Ability

to create strong internal and external business relationships. I’m seeking a position that enables growth

and has the opportunity to lead and motivate a team to a high level of success.

Skills

Strong Analytics Producing/Creating Reports Outstanding Customer Service

Time Management Dispute Resolution Detail Orientated

Excellent Communicator Computer Proficiency Build Strong Relationships

Professional Experience

Manheim, Atlanta, GA 2009-2014

A subsidiary of Atlanta-based Cox Enterprises, Manheim is transforming the wholesale vehicle buying and

selling experience through investments in technology and innovative products and services.

Business / Operations Analyst 2009-2014

• Built and maintained initial reporting for Customer Care team consisting of 45-65 reps. Took

ownership of over 15 reports and consolidated them in more aligned dashboards, scorecards, trending

models, including the first Executive Level dashboard. Enabled upper management to have clear

picture on everyday operations, as well as status of all key metrics. All done using Microsoft Excel,

CRM, and SQL.

• Identified call volume to time intervals through Interaction Intelligence platform that enabled staffing

model giving our customers a top rate customer service experience.

• Analyst responsible for gathering requirements for all new reports or automation requests.

Researched data and programs to ensure implementation plan succeeded. Also responsible for all

data analysis, data mining, trending, ad-hoc research for management team.

• Via SAS, Business Objects, and PowerPoint, created informational profiles for all Manheim Auctions

giving consulting and sales team data needed to engage current customers and future business.

• Gathered and documented all report requirements, instructions, and processes.

American Tower Corporation, Atlanta, GA 2002 - 2009

American Tower (NYSE: AMT) is a leading independent owner, operator and developer of wireless and

broadcast communication real estate with a global portfolio that includes over 67,000 owned or managed

sites.

Project Manager 2006-2009

• Managed a portfolio of over 5,000 site agreements and lead calls and/or negotiations with top-tier

customers towards dispute resolution on site license agreement discrepancies. This in turn yielded

127 new agreements capturing $45k in additional recurring rent. These agreements also brought in

$2.25 million in paid dues and fees.

• Worked closely with internal engineering group to ensure structural integrity on our assets (cell

towers), which maximized the company’s ability to make most profit off our assets.

• Collaborated efforts with our Legal Department to ensure all initiatives and goals for each customer

were aligned with upper management.

• Developed strong external relationships with customers to ensure new business in the future.

Successfully completed the “7 Habits of Highly Effective People” workshop .

•

Account Manager 2002-2006

• Managed a nationwide account portfolio worth $14 - $16 million. Responsible for all delinquent

accounts. Lowered the company’s back end balance from $1.3 million to $200k in one quarter.

• Drove the business unit profitability by performing the work previously required of three full-time

employees.

• Worked closely with customers and our internal groups on invoicing practices to reduce invoice to

payment life cycle. Also the only A/R point of contact for over 20+ field offices.

• Produced monthly reports and financial analysis focused on upcoming revenues to upper

management.

Wachovia Bank, Atlanta, GA 2001 - 2002

Account Manager – Accounts Receivable 2001-2002

• Managed delinquent accounts in an effort and manner to collect monies owed, but also to ensure

customer retention.

• Documented all policies and procedures, and assisted in leading training sessions.

• Consistently met all individual account manager goals and metrics given by management.

Awards

• All-American Team (2003): An honor for outstanding work performance and ethics.

• Top Performer Award (2x) at Wachovia

• Distinguished Performance Award at Wachovia

• Excellence and Quality Monitoring Award at Wachovia

Education

Coker College, Hartsville, SC

Bachelor of Science, Business Management/Administration

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