Neil Yoke Email & Phone Number

Cincinnati, OH, US

Cincinnati, Ohio, United States

Project Manager for a diverse slate of technology projects covering simulations, app development, prototyping, and VR.

• Worked within the organization to establish and maintain the processes to allow continued development and expansion of SaaS and IoT services.
• Handled daily financial, forecasting, and resource reporting.
• Developed robust and repeatable processes to manage SLAs and KPIs.
• Served as project manager for ongoing managed service engagements as well as Salesforce and IoT projects with multiple different clients utilizing Agile, Waterfall, and hybrid project management methodologies.
• Managed project staffing and team building, including forecasting.
• Identified and closed multiple sales opportunities within existing clients.

• Worked with clients on both managed service and project related work in software and IT.
• Worked on a variety of SaaS implementations involving Salesforce, ServiceMax, and IoT.
• Managed day to day client communication and escalations.
• Monitored progress and measured against budget and timeline.
• Handled change order and engagement extensions.

• Served in a hybrid role as both a solution architect and project manager.
• Worked on Salesforce Field Service related projects, both in architecting solutions and managing implementations.
• Created documentation for project solutions.
• Collaborated with diverse stakeholders both internally and externally.

Chicago, Illinois

• Responsible for service delivery and project management of UCaaS services
• Managed Service Delivery, vendor facing, and Project Management, customer facing, teams
• Increased cooperation between installation teams to improve customer onboarding experience
• Worked with other organizational leaders to identify areas for improvement between departments
• Operations representative on company’s Systems Council, with responsibility for integration and improvment of all internal systems
• Rebuilt organization’s workflows from scratch to truly capture current processes and products in the company billing and operating system and to create useful data for KPI measurement

• Responsible for all service delivery operations
• Managed provisioning team responsible for all carrier facing operations
• Represented customer installation teams in ordering and workflow design process l
• Created processes and training materials for the team
• Responsible for escalations related to installation processes

Greater Chicago Area

• Supervised provisioners responsible for placing orders with carriers and vendors
• Handled customer and carrier escalations
• Managed assignment of work
• Established processes to make work repeatable and measurable

Managed complex and large projects while serving as subject matter expert and first point of escalation.

Processed orders to deliver services to customers

Served as front line customer support, including triage of trouble issues