Mandi Conley Email & Phone Number

Coral Springs, Fl

Responsible for several Multi-Million dollar customer accounts. Responsible for the daily, weekly, monthly, and yearly maintenance needs of said accounts. Renewal activity for outdated contract terms Monthly Bill Reviews and Customer Service engagement activity. Quotes for new service using API/Integrated quoting tool. Designed uniformed communication templated for departmental use. Designed and implemented Departmental Templates for QSR's and other customer presentments. SME for Hubspot (CRM) POC for escalations, repair issues, service delivery delays, billing, and customer service issues for my assigned base. Maintained project Management position to continue the roll-out and onboarding of current open project. In between onboarding project, Network Regroom of carrier Hosted Platform 1200+ sites. Completed on time and without delay or issues. Maintained daily, weekly, and monthly communication reports for status updates. * Project completion Dec 2020. Implemented hosted onboarding best practices. Designed and implemented Hosted Workbook, Data Gathering, and Site Survey documentation and templates. Responsible for all Hosted Onboarding of new, re-groomed, and renewal clients. Clients moving platforms, New Client Designs, and Feature Training Demonstration of Platform features, Admin portal, and user features. Designed training material for features and products (Hosted).

Coral Springs, Florida, United States

Multi-Million Dollar project- On-Boarding project for a client with multiple Enterprise sites, products, services, and requirements. Multisite enterprise rollout of Broadband, Hosted, and Cloud-based Faxing Services. Directly responsible for the communication charter for updates internally and externally. Quarterly reporting to project/charter sponsors and Quarterly Business Review. POC for Service Delivery, Trouble Maintenance, and Account Management issues. Both internally and externally. Conceptualized and implemented system reports for automation of reporting capabilities to the client on software that I previously engineered/designed.

Miami/Fort Lauderdale Area

Project Management, Back Office support, Implementations, Activations, Migrations, Auditing, Network Design, and Process Documentation.

Bernardsville, Nj

• Established documentation for all process and procedures. Created flowcharts and process charts for training and new hires. • Conceptualized, designed and implemented KPI’s, SWOTS, EDP’s and Job Descriptions for Department, Employees and Roles. • Applied basic Project Management philosophy to the client’s projects, orders, requests and actions items. • Project Implementation of all product and services ordered. Delivered daily, weekly and monthly reports to the client for project updates. • Key client POC for escalations internally and externally. Worked directly with and for the client on Project Roll out, Trouble issues and Escalations.

Coral Springs

As a Technical Business Analyst, I was challenged to review the current processes, systems, and applications. Then provide recommendations for improvements, expansions or replacements. • Improved, Defined, documented and streamlined workflows, business rules, and security measures. • Developed and Delivered Related Training Material • Evaluated Business Technologies and drove development based on User Stories or Business Requirements • Organized Cross- Functional teams for System Testing and Research: Biller AP/RA/AR, OSS, Ticket Management, Automated Quotes, and Retention/CAM/AM Needs • Worked Directly with CEO and Developers in Automated Quoting tool for Sales and Presales for automatic quotes.

Coral Springs, Fl

As a Provisioning Manager I was responsible for the on boarding and off boarding of our client’s services. This required HEAVY Project Management for over 20+ representatives with specific daily routines. • Lead Domestic and International team of Provisioning reps, of which were responsible for the order installations, porting efforts( in an out), disconnects and migrations. • Contributed to successful daily KPI reporting and tracking. Established daily communication guidelines for client communication, standardized interval dates to meet or exceed typical carrier standard intervals.• Designed and Implemented OSS for Operations, Sales and Customer Care. • Established escalation process for Jeopardy orders. Designed fully automated escalation/jeopardy tracking tool. • Achieved measurable SMART targets with daily KPI reporting. Reported weekly status reports to executive board. • Instituted daily huddles, weekly 1x1’s, quarterly reviews and conducted yearly employee reviews.

Coral Springs, Fl

Managed teams responsible for maintenance of services nationwide, including customer care and lifecycle moves, adds and changes• Designed and Implemented Help Desks first automated ticket system. This system revolutionized automation for this department. Allowing for automatic updates, reporting capabilities and KPI driven metrics. • Designed and Implemented Customer Services case logging and issue tracking. This system revolutionized automation for this department. Allowing for automatic updates, reporting capabilities and KPI driven metrics.• Introduced KPI’s and metrics, based on reporting capabilities. • Introduced best practice or SOP to drive one call resolutions. • Added instant client/VAR update ability. • Companies SMS POC

Coral Springs, Fl

As a Provisioner II I was responsible for all Complex and Higher Bandwidth circuit designs, orders, and installations. • Project Management of all pending orders, average workload was 80+ orders/projects• Provisioned All COMPLEX networks- DS3, OCX, Rings, and Data Center activations| SMS RESPORG• Provisioned Both VOICE and Data circuits including on net and off-network.• Worked closely with VAR’s (Agents) on their orders and clients. • Point of contact for escalations for the team. • Vendor Management and carrier onboarding

Coral Springs, Fl

As a Provisioner I, I was responsible for the activation and installation for VOICE and DATA circuits. • Project Management of orders, installation and activations. • Dedicated Provisioner- T1, PRI, MPLS, Frame- Relay, DSL, Cable, Local, LD (T1-PRI), UNE-p and UNE-L lines| SMS RESPORG

In Bound calls from Business and Residential customers- Responsible for the intake of calls from clients reporting an issue with the Phone Service (POTS, Features, LD, or Inside Wiring). Mechanical Line testing- Ran Line testing to determine the AC/DC line health. Based on reports would determine to Dispatch In or Out in the field. Coordinated Third Party for Wiring issues Created electronically bonded tickets to Local Exchange Carriers (LEC's) *Verizon *Bell South *Ameritech *SBC Responsible for ticket closeouts and customer follow-up.

Deerfield Beach, Florida

ICD 9 billing/coding- code verification for billing elements Insurance Claims- Daily and months claim submission, aging claim follow-ups, grievances, appeals and Payments- Posted Payments to patient accounts, Insurance claim calls, check postings from carriers. Balance billing patients for unpaid insurance balances. Collections- responsible for all collection activity for 10+ OBGYN offices. Invoice and aging activity to patients- a daily activity for 10+ Dr offices. Responsible for all communication to patients from all Dr. Offices (10 different Doctors and practices).

Pic Verifications- Using Qwest Remote Control System. Pulled daily reports of our client activity for Line PIC verifications. Set up Processes for Line Loss and PIC Freeze processes.Conceptualized and established Retention and Winback processes. Trouble Tickets- LD and TFN troubleshooting. Entered tickets into the carrier portal and worked with the clients directly to resolve LD issues.TPV- Recordings: Completed and archived all TPV, LOA, and customer contacts. Agent LOA verificationsTFN RESP ORG Porting (SMS) Provisioning Data Entry

Ft. Lauderdale, Fl.

Reported Earnings in each respective County/State or RegionReviewed requirements for fillings by State, County or RegionFiled Required documentation for carrier statusData Entry LD TCSI Code

Delray Beach, Florida

Data Entry LD TCSI Code - MCI Worldcom Provisioning Platform and entry. Line PICC, Calling Card, and Toll-Free Provisioning: Pay Phone, POTS and TFN's. LEC Billing- PICC Code Verification and LEC TCSI Report Verification.Trouble Tickets (LD and Toll-Free)- Tier 1 support for LD and TFN client. Feature Group D project team- Assisted with the Operations Project team for Carrier FGD Project for Company's CIC Carrier PIC Project (0513)SMS Toll-Free RESP ORG Porting SME- Studied guidelines for Company RESP ORG (SMS Certification).