About Mandi Conley
20+ years Telecommunication Professional
Customer-focused, technology adept manager with a consistent record of delivering superior results Multiple years progressive experience building and directing service delivery, customer care, and maintenance teams in the telecommunications industry. Excels at building IP, Voice and Data networks, network management and maintenance, vendor management, and all aspects of customer care. Customer focused team leader with the ability to build relationships and manage the multi-faceted activities required for the successful direction of the customer experience from contract through implementation and lifecycle.
- Collaborate with cross-functional management teams and subject matter experts to define, develop and document detailed, streamlined workflows & business rules
- Develop & deliver related training to operational teams including Service Delivery, Service Assurance & Account Services.
- Drive development of documentation for the integrated technology platform, new product & vendor integration, feature expansion & maintenance from high-level requirements through operational delivery.
- Develop & evaluate business requirements & user stories in order to generate functional specifications & act as a liaison between business & technical teams.
- Collect, understand & document business requirements. Translate into detailed functional specification documentation
- Ensure a thorough understanding of business model to define, document & apply to functional design, process mapping, wireframes, screen mockup & prototyping techniques to demonstrate functional solutions to business & technical teams
- Communicate business requirements & deliver recommended approach to solving problems to the technical team
- Organize & document cross-team (internal & external) discussions as needed to maintain concurrence on the functional solution for both technical & business teams
- Assist quality teams as needed to develop test cases, scenarios & scripts to encompass functional, operational & performance criteria
- Proactively initiate, develop & maintain effective working relationships with team members
- Support the development of Usability and User Interface requirements and End User Content documentation
- Drive Alignment with Stakeholders in the business process and requirements to support the Sales, Service Delivery and Care of new products and features.
- Clearly identify Information-Provider stakeholders as well as from Decision-Maker stakeholders and engage with each appropriately.
Core Competencies:
Operations Management / Vendor Management/ Project Management/ Service Order Management/ Network Management/Network Features and Functionality/Network Architecture/Recycle Management/ Revenue Assurance Support/VOIP/SIP/Broadband and Narrowband Data/POTS/Colocation
