1. Alexandra L. Wilder
Denver, CO 80203
(303) 653-2952
Alexandra.Wilder@Comcast.net
TARGET POSITIONS
Customer Relations Manager - Client Services Manager - Account Manager - Program
Manager - Contract Management - Quality Relations - Customer Intelligence - Process
Analyst - Financial Analyst - Event Planning and (Entry Level Counselor): Debt / Finance /
Career / Grief & Loss
PROFESSIONAL PROFILE
I am a resourceful, committed, results-driven manager who is passionate about providing excellent
Customer Relations, Account Management, and Program Management. My extensive experience
is held within both small entreprenural and medium-sized established organizations, and covers a
range of industries including bio-medical manufacturing, publishing, seminar production and event
planning (career/team building), and telecommunications networks and services. More recently my
skills were further expanded as I managed offshore-outsourcing contracts and financials with an
annual labor spend of $19m. I also volunteered for and implemented Level 3's first BSP (Offshore)
Business Recovery Contingincy Plan for our offshored processes. Experienced with successfully
managing and growing customer service support teams of 10 to 17 persons and strategic accounts
carrying >$9m per month in receivables. Well adept at resolving disputes and building strong client
relationships, I am very accomplished in dispute resolution, accounts receivables, collections, and
revenue growth, maintaining an average DSO of <32 days. My strong personal values empower
me to work resiliantly to resolve issues and build positive relationships across a wide constituency
of people, culture, and organizations. I take my responsibilities seriously and hold my own
accountability. I am a skilled communicator, researcher, negotiator. I am a quick-study, self-
motivated and adaptable, giving dedication and 'smart' work to all objectives. PC, Windows XP and
MicroSoft Office proficient. Experienced in event planning, seminar production, and publishing.
STRENGTHS
Strategic: Ability to quickly analyize data and find trends, impacts, dangers, and opportunities.
Offer standardized and 'out-of-the-box' solutions, while considering prevailing circumstances,
available resources, budgetary constraints, and deadlines. Innovative and thrive in new ventures,
consulting, and counseling. Ability to see the big picture and to see implications of actions and
ideas.
Achiever: Natural aptitude for overcoming difficulties. Strong stamina, hard working, productive
and dedicated. Like to be 'in-front' on initiatives and offer an innovative yet procedural approach to
the genesis of a new venture.
Individualization: Ability to pinpoint useful and intriging facts when analyzing data. Intriqued with
the unique qualities of each person and values diversity.
Connectedness: Collaborative. Ability to see the linkage among people, and across time, distance,
race, ethnicity, religion, economic status, lanquages, and cultures. Highly ethical with a moral
compass that points to what is right and true. Open to and actively listens to all contributors.

2. Empathy: High standards and able to reach important and aggressive goals. Asks probing
questions to encourage and direct thinking for growth. Ability to bring emotional awareness to
people, conversations, and situations. Ability to build reciprocal trust and loyalty.
Extravert, Intuitive, Feeling, Perceiving
Myers-Briggs ENFP:
Curious, energetic, adaptable, and creative, likes considering unconventional approaches.
Enjoys new ideas and finding creative solutions. Are energized and intrigued by new
possibilities. Openly communicative and enthusiastic. Can be very productive working
alone but welcome and enjoy working within a team. Warm and caring, ENFPs have
strong personal values upon which they base most decisions but search out for and respect
diverse opinions, insights, and cultural diversity.
Divine Restlessness: I am a proponent of Situation Leadership and in such, I appreciate a more
directive management style when learning new assignments. Conversely once a level of strong
proficiency is attained, I enjoy the freedom to expand my potential and add value in my contribution.
EXPERIENCE
Level 3 Communications, Inc., Broomfield, CO
Mar 2001 - Dec 2008
(US and European network provider of IP, VoIP, Data, Voice, Wavelength, Dark Fiber, Private Line,
Colocation, Managed Modem, Softswitch, and Content Delivery)
Advanced through positions of increased responsibility for Billing Ops, Dispute
Resolution, Strategic Account Management (AR, Collections, customer relations, retention
and growth), Offshore-Outsourcing Program Governance. Managed incoming revenue
exceeding $1 billion annually with DSO < 32days and average dispute resolution within 30
days. Managed Offshoring AP of $19 million annually. Contracts management for both
customers and outsourcing partners. Risk Management/Business Continuity Coordinator
for our offshore processes.
Project Manager - Governance / Business Solutions Partnering-Offshoring India (Dec 2007 - Dec
2008)
Sr. Analyst - VIP Accounts - Billing and Collections (Aug 2005 - Dec 2007)
Sr. Analyst - Key Accounts - Billing and Disputes (Nov 2004 - Aug 2005)
Analyst - Billing and Disputes (Feb 2004 - Nov 2004)
Analyst - Disputes (Sep 2002 - Feb 2004)
Specialist - Billing (Mar 2001 - Sep 2002)
XO Communications, Hdqtrs - McLean, VA
Oct 1998 - Jan 2001
Customer Care Supervisor - Affinity Network / Nextlink
Managed the long-distance membership affiliation known as Affinity, a member discount
program based on combined volume within the Real Estate community. Supervised the
Customer Care resources responsible for billing review and analysis, dispute resolution,
credit, aging and collections, Nortel DMS trouble diagnostics and resolution, CSR reviews
and analysis. Required a comprehensive understanding and the administration of
contracts, member discounts, line reconciliations and usage volume. Extensive customer
service negotiation skills and strong research and analytical skills.

3. DCC Solutions, Denver CO
Sep 1996 - Oct 1998
Customer Care Manager
Inbound calls and retail walk-ins. ACD management, retail sales, credit reviews, contracts
administration, collections, trouble diagnosis and resolution.
CareerTrack Seminars & Publications, Boulder, CO
Sep 1991 - Apr 1996
Customer Care Manager > Quality Care Manager
•Maintained a 98% Customer Satisfaction Rate. Customer churn reduced to < 1%.
Maintained 97% Customer Assisted Rate. Developed, executed, and managed the
company's first Quality Assurance Division. Redesigned training curriculum to
implement one-stop shopping. Improved the Customer Assisted Rate by 16%.
Improved data input accuracy by 23%. Designed and used Call Quality Standards
and coaching resulting in a 15% increase in call quality. Established a Mentoring
program for new hires and a veteran cross-training program to improve job
performance and satisfaction. Trained classes in Team-Building, Coaching,
Motivation, Interviewing, Hiring, Due-Process. Organized and conducted a 3-day
Off-Site Retreat for training and team-building. Responsible for 14 team-members,
food, lodging, safety, team-building events. Assisted the Curriculum Design Team
in assessing and critiquing new trainers. Event planner covering location, cost
negotiation, food/beverage, trainer scheduling, invitation, and overall participant
experience.