Mandi Mower Email & Phone Number

Woodstock, GA, US

Belmont, CA, US

Austin, Texas, US

• Responsible for technical leadership, ongoing support, and implementation of new and existing UCaaS and/or CCaaS platforms for clients. Work closely with TOP service providers to help clients determine relevant.
• Take responsibility for the overall technical delivery of UCaaS/CCaaS projects, including planning and execution of the design, installation, configuration, client training and testing of equipment.
• Consult with clients on system capabilities, implementation best practices, system training, vendor support services, and processes, and other needs related to the initial platform build and post-implementation vendor.
• Assess and recommend technical/network/adoption best practices for optimal call quality and UCaaS/CCaaS user experience.
• Perform network/VoIP QoS testing and deliver reports to project team members along with any recommended changes or best practices to resolve any identified issues.
• Discover, document & create ACD and IVR routing rules, menus, users, agent skills, supervisors, hours of operations, teams, queue and other messaging, call recording services, email, chat, and other components of UCaaS.

Lehi, Utah, US

• Responsible for service team development and training of the NICE CXOne admin portal and daily system management. Provide escalation support for advanced troubleshooting and solutions. Complete system analysis, user.
• Provided User, Supervisor and Admin coaching and training with documentation manuals and knowledge articles. Implemented a “Train the Trainer” program.
• IVR Development, update, service, and implementation
• Support business growth with technology and strategy improvements in conjunction with company goals.
• Established a working relationship with internal and external business partners and stakeholders to resolve critical enhancements, performance and downtime issues impacting business processes.

• Responsible for team development and performance of the iFIT Technical Support and service programs to provide excellence in customer engagement and education services.
• Proven leadership skills in building high performance teams and high value customer relationships
• Monitor team metrics to ensure high quaility assurance scores and adherence to company policies and guidlines
• Coach and mentor team members indiviudally and as a group to elevate excellence in customer services and satisfaction
• Engaged key stakeholder involvement and contributed to the improved customer que call process implemented to streamline agent and customer calls
• Instrumental in improving training programs/materials while directing team execution of customer education programs

River Heights, UT, US

• Management of client utility billing needs including but not limited to billing methodology, gathering charges and dividing them accordingly, expense recovery and analytics, auditing of various billing processes.
• Achieved top managed portfolio of 40 properties from 12 in less than a months time.
• Completed requisite certifications including all billing manager, ABP and other proprietary system certifications
• Assisted Customer Service team as needed

Atlanta, Georgia, US

Managed business operational and administrative duties including project management, CRM maintenance, business development, and lead generation. Educational development in CISA preparation. Staff augmentation and consulting for various clients regarding Asset Management and ITIL best practices.Key Contributions Create and maintain the CRM database.

Assigned responsibilities involving the coordination of a variety of administrative support or technical services related to managing information services and support for a management information system within LendingPoint.*Phone and Call Center System management*IVR scripting and management*Software and network implementation*SalesForce User and package.

Operations manager for a small IT firm specializing in network infrastructure, management, access control systems, video surveillance systems and VoIP systems. Manage, implement and optimize helpdesk processes, SSAE 16 technical audit processes, RingCentral systems, Contact Center solutions.

Atlanta, GA, US

Processing, packaging and shipping payrolls as they come through the system. Checking and adjusting billing for the clients as requested. Setting up new client services, checks and reports and altering them as needed. Imputing new client contracts and billing requirements into the system and databases while working with customer service representaties to.

Responsible for the care and well being of 4 boys under the age of 7. Position required strong negotiation and problem solving expertise for a varied audience that often experience highly elevated emotional states that required great dexterity to gain the necessary cooperation and appropriate participation level expected from each child. Creat day planning.

Education record

Education record