Mandy Gardiner Email and Phone Number
Parker, CO, US
Mandy Gardiner's Location
Parker, Colorado, United States, United States
Mandy Gardiner's Contact Details
Mandy Gardiner work email
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Mandy Gardiner personal email
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About Mandy Gardiner
Providing implementation and design solutions for contact centers to improve the customer experience. Strong interpersonal skills and highly adept at diplomatically facilitating discussions and negotiations between IT, Business-Process Owners and Executive Leadership.EXPERT COMPETENCIES - CONTACT CENTER DESIGN ACROSS ALL CHANNELS - IMPLEMENTATION MANAGEMENT - IVR SELF-SERVICE AUTOMATION & AI DESIGN - VISIO CALLFLOW DESIGN - VOICE USER INTERFACE (VUI) SPECIFICATION - ACD CALL ROUTING - CUSTOMER EXPERIENCE - NATURAL LANGUAGE UNDERSTANDING (NLU/NLP) - USABILITY STUDIES - PROMPT SCRIPTING - HIPAA, PCI, PII COMPLIANCE REQUIREMENTS - BUSINESS PROCESS DISCOVERY - REQUIREMENTS GATHERING - USER INTERFACE CUSTOMIZATION - QUALITY ASSURANCE TESTING - DELIVERING TRAINING
Mandy Gardiner's Current Company Details
Synergy Consulting
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Contact Center Solutions Architect & Customer Experience Expert
Parker, CO, US
- Website:
- synergyconsultingifa.com
- Employees:
- 387
Mandy Gardiner Work Experience Details
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Synergy ConsultingParker, Co, Us
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Contact Center Solution Design And Customer Experience ExpertSynergy Consulting Jan 2014 - PresentImplementation management/design of new contact center platforms: Genesys PureConnect & PureCloud, NICE inContact CX One, Serenova CxEngage, Nuance Speech, Omilia NLPResponsibilities cover the entire spectrum of new implementations, from initial requirements gathering, all phases of design, through product deployment, training call center management, and tuning.► Manages delivery of new cloud-based and premise-based implementations for inbound and outbound contact centers► Business requirements gathering and documentation► Technical requirements gathering and documentation, such as CTI integration► Creates and maintains project and deployment plans, and tracks daily progress► Documents call routing requirements, IVR Visio Callflow, Voice User Interface design and technical specification, identifying speech grammars, UI customization, writes voice prompts and coaches recording sessions, after-hours handling, virtual callback and more ► Design for other required channels, such as Chat, SMS, and email► Leads all client meetings and provides management updates► Performs QA testing of all IVR and call routing functionality ► Develops test plans for customer execution and supports UAT ► Delivers training on Interactive Intelligence (Genesys) applications; such as PureCloud Communicate, PureConnect, IC Business Manager—Quality Manager, Recorder, Reporter, UI customizations, and more► Manages PureCloud Voice telephony serviceConsulting & Client/Account Management► Nurtures client retention by proactively engagement to gain insight to business needs/problems, communicate new and improved product functionality, identify opportunities for improvement, and foster add-ons and upselling► Delivers recommendations for contact center improvement► Manages contracts, deliverables and client expectations
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Contact Center Consulting ServicesAvtex Solutions, Llc Oct 2017 - Mar 2019Bloomington, Mn, UsContact center design and implementation consulting. -
Contact Center Techincal Designer, Former Implementation ManagerInteractive Engineering Consortium, Llc Mar 2014 - Sep 2017Contact center design and implmentation consulting services.
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Voice User Interface DesignerVerizon Enterprise Solutions Nov 2015 - Jul 2016Basking Ridge, Nj, Us -
Ivr Technical Project ManagerCharles Schwab Mar 2014 - Jun 2014Westlake, Texas, UsManagement of Nuance IVR Projects► Managing project plans, technical resources and domain-level tasks for Nuance Voice Biometrics implementation► Management of QA testing efforts from both Nuance & Schwab, for 3 IVR applications being migrated from on-premise to Nuance-on-Demand platform (NOD) -
Technical Project Manager / Senior Ivr Business AnalystNelnet Apr 2012 - Dec 2013Lincoln, Nebraska, UsUpgrade of Interactive Intelligence CIC 3.0 to Version 4.0 Management of “Customer Experience” Nuance IVR Project► Leveraged Interactive Intelligence technologies: IVR, Administrator, Dialer, Recorder, Speech, ACD for voice/email/chat► Identified and documented Business Requirements► Managed and lead all technical resources► Provided management status updates, demonstrations and acted as Program Manager► Designed IVR call flows to meet business requirements, while enhancing customer experience► Created VUI specification► Designed web calls to various business applications and VXML variables for the Nuance application response► Performed gap analysis between existing Interactive Intelligence functionality, User Interface and the future state ► QA Lead, performing systems integration, UAT, reporting, and solution testing -
It Global Business AnalystNewmont Mining Corporation Sep 2011 - Apr 2012Denver, Colorado, UsFinance/Accounting SAP Implementation- Performed data-modeling and data-mapping from disparate accounting applications for large scale migration to SAP- Worked as a partner to Global back office functions to develop a strategic vision and roadmap for implementation of technical solutions- Identified current-state business map and worked with teams to develop future-state design & solution -
Sr. Business AnalystBank Of America Mar 2011 - Sep 2011Charlotte, Nc, UsLoan Servicing project. Data Migrations to ACBS for Acquired Portfolios- Gathered and documented business and data requirements- Worked with business to transform requirements into test plans- Developed and executed QA tests and tracked defects -
Sr. Business AnalystAurora Bank Fsb Sep 2010 - Mar 2011Littleton, Co, UsFinance/Treasury/Accounting projects- Lead analysis on General Ledger application integration initiatives and development- Wrote Business Requirements, Functional Specifications and Deployment Plans for Wire Management banking interfaces -
Director Of Business OperationsRenaissance Land & Water Management, Llc Apr 2009 - Sep 2010Partnered with business owners to lead large scale process change and encourage innovation- Established and developed metrics and measurement systems to track process performance for brokers and other sales initiatives- Implemented fresh business processes, improved investment and asset management methodologies, developed new accounting standards, and produced uniform investor proposal structuring
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Sr. Business AnalystCobank Aug 2007 - Apr 2009Greenwood Village, Co, UsLoan Servicing upgrade project. Lead Analyst for Servicing Platform (ACBS) upgrade, focused on International Trade Finance operationsQuickly learned trade business operations to support Agricultural Export, including the following areas:- Export Letters of Credit- Standby LC’s- Guarantees- Documentary Collections- Bankers Acceptances (and discounted BA’s)- SWIFT interface - UCP600 requirements & rule/documentary changes from UCP500Designed and implemented process improvements, evaluated issues, identified solutions and negotiated resolution with stakeholders. Complied with Generally Accepted Accounting Principles (GAAP), possessed in-depth knowledge loan processing/documentation, terms, GSM Government Guarantee Programs, and worked diligently to comply with International banking rules and regulations. -
Business Systems Analyst / Project CoordinatorHein & Associates Jul 2001 - Aug 2007Denver, UsERP & CRM projects.Provided overall direction for establishing project requirements, budgets, technical resources, priorities and deadlines. Allocated and coordinated resources (technical, purchasing, vendors, etc) across all assigned projects. - Managed and performed all analysis on ERP projects (enhancements & integration)- Implemented CRM solution from requirements- Implemented Document Management and Tax Workflow solutions- Integrated banking interfaces with ERP- Project planning, requirements elicitation, process development, and implementations- Schedule management, estimation, and deadline tracking- Business process planning (worked with process owners and document requirements)- Generated and delivered project updates for management - Business process redesign/reengineering as determined by product/business enhancements and efficiency committee -
Sr. Support AnalystVerizon Wireless 1999 - 2001Basking Ridge, Nj, Us -
Technical Writer/Technical TrainerRichmond American Homes 1998 - 1999Denver, Co, Us
Mandy Gardiner Skills
Writing
Measurement Systems
Vendors
Sales
On Premise
Finance
Investor Relations
Functional Specifications
Data Mapping
Plc
Road
Real Estate
Facilitation
Airports
Business Requirements
Littleton
Requirements Gathering
Technical Services
Management
Vxml
Design
Documentaries
General Ledger
Standby
Calls
Integration
Crm
Metrics
Financial Structuring
Rules
Loan Servicing
Coordinated
Functional Requirements
Sap Implementation
Accounting
Technical Resources
Workflow
Social Innovation
Human Resources
Execution
Eai
Financials
Portfolio Management
System
Voice
Tests
Map
Innovative Solutions
Acbs
User Acceptance Testing
Variables
Testing
Asset Management
Denver
Export
Training
Editing
Business Process Development
End Users
Solution
Documentation
Project Management
Research
Government Entities
Reporting
Stakeholders
Accounting Standards
Loans
Analysis
Strategic Vision
Process Simulation
Liberty
Financial Systems
Gap Analysis
Project Estimation
Verizon
Sap
Test Planning
Business Applications
Management System
Project Plans
Loan Origination
Business Systems Analysis
Applications
Interfacing
Debate
Communication
Schedules
Modeling
Negotiation
Greenwood Village
Business Analysis
Trade Finance
Solutions
Erp
Business Operations
Quality Assurance
Procedural Documentation
End User Training
Commercial Banking
Operations
Subject Matter Experts
Document Management
Mining
Executive Leadership
Project Planning
Gaap
Project
Flows
Contractual Agreements
Nuance
Documentary Collections
Re Engineering
Data Migration
Brokers
Presentations
Technical Solutions
Linkedin
Responsibility
Highly Accomplished
Internal Audit
User Interface
Regulations
Banking
Roadmap
Technical Resource Management
Purchasing
Renaissance
Executive Management
Wireframes
Interfaces
Tax
Business Process Re Engineering
Government
Investments
Letters Of Credit
Defects
Process Improvement
Financial Services
Compliance
Ivr
Gsm
Sustainability
Proposal Writing
Business Process
Deadline
Swift Payments
Product Demonstration
Back Office
Accounting Applications
Budgets
Treasury
Saas
Englewood
Water Management
Trading
Wireless
Mis
Transform
Solution Architecture
Securities
User Documentation
Voice Biometrics
Mandy Gardiner Education Details
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Liberty UniversityManagement Of Information Systems
Frequently Asked Questions about Mandy Gardiner
What company does Mandy Gardiner work for?
Mandy Gardiner works for Synergy Consulting
What is Mandy Gardiner's role at the current company?
Mandy Gardiner's current role is Contact Center Solutions Architect & Customer Experience Expert.
What is Mandy Gardiner's email address?
Mandy Gardiner's email address is ma****@****ail.com
What schools did Mandy Gardiner attend?
Mandy Gardiner attended Liberty University.
What skills is Mandy Gardiner known for?
Mandy Gardiner has skills like Writing, Measurement Systems, Vendors, Sales, On Premise, Finance, Investor Relations, Functional Specifications, Data Mapping, Plc, Road, Real Estate.
Who are Mandy Gardiner's colleagues?
Mandy Gardiner's colleagues are Ankit Chaturvedi, Gajendra Yadav, Jacama Consulting, Eunbyeol Go, Synergy Consulting Inc, Amit Singh, Sonia Keulder Ca(Sa).
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