Project Manager Management

Mandy Gardiner

****A Airport Road ■ Sedalia, CO *0135

Phone: 303-***-**** ■ *****.*.********@*****.*** ■ www.linkedin.com/in/mandygardiner

Contact Center Design & Implementation Specialist

Highly accomplished IT Professional with a verifiable track record of managing complex IT projects. Practiced in project scoping, planning, resource management, gathering and documenting business requirements, performing gap analysis, and designing solutions that meet business requirements. Strong interpersonal skills and highly adept at diplomatically facilitating discussions and negotiations between IT, Business-Process owners and Executive Leadership.

CORE COMPETENCIES

SPEECH & DTMF IVR DESIGN

IVR SELF-SERVICE SOLUTIONS

VISIO CALLFLOW DESIGN

VOICE USER INTERFACE (VUI) SPECIFICATION

PROJECT MANAGEMENT

CUSTOMER EXPERIENCE

USABILITY STUDIES

PROMPT WRITING

BUSINESS PROCESS DISCOVERY

REQUIREMENTS GATHERING

USER INTERFACE CUSTOMIZATION

QUALITY ASSURANCE TESTING

DELIVERING TRAINING

EDUCATION

B.S. Management Information Systems

Liberty University – Lynchburg, Virginia

PROFESSIONAL EXPERIENCE

Synergy Consulting Services – Sedalia, CO May 2014 – present

Independent Consultant / Owner

Management of Interactive Intelligence (Genesys) CIC & PureCloud Contact Center Projects

VUI Designer and Caller Experience Expert

My responsibilities cover the entire spectrum of product development, from initial requirements gathering through product deployment, training call center management, and tuning.

Manages new premise-based and cloud-based implementations for inbound and outbound call centers

Creates and maintains project and deployment plans, and tracks daily progress

Business requirements gathering and documentation

Documents call routing requirements, speech recognition (grammars), Voice User Interface design and technical specification, IVR Visio Callflow, UI customization, writes voice prompts and coaches recording sessions, after-hours handling, virtual callback and more

Leads all client meetings and provides management updates

Performs QA testing of IVR and call routing

Develops test plans for customer execution and supports UAT through resolution and assists in testing efforts

Delivers training on Interactive Intelligence (Genesys) applications; such as PureCloud, IC Business Manager: Quality Manager, Recorder, Reporter, UI customizations, and the IC Client Desktop

Client/Account Management

Nurtures client retention by proactively engaging with clients to gain insight to business needs, communicate new and improved product functionality, identify opportunities, and foster add-ons and upselling

Manages contracts, deliverables and client expectations

Leads design presentations and site visits

Kaiser Permanente – CO November 2015 – July 2016

Voice User Interface Designer

Voice User Interface Design for large healthcare project

Created and maintained Voice User Interface design documentation, including prompt writing and identification if grammars

Visio Callflow design for new projects and added features

Used experience and best practices to guide customer through design of new Nuance IVR applications; as well as improvements of existing IVR self-service applications\

Assisted in usability studies

Charles Schwab & Co. Inc. – Englewood, CO Feb 2014 – June 2014

IVR Technical Project Manager - Consultant

Management of Nuance IVR Speech Projects

Managed project plans, technical resources and domain-level tasks for Nuance Voice Biometrics implementation

VUI design for self-servicing IVR applications

Management of QA testing efforts from both Nuance & Schwab resources for 3 IVR applications being migrated from on premise to Nuance-on-Demand (NOD)

Nelnet – Highlands Ranch, CO April 2012 – Dec 2013

Technical Project Manager / Senior IVR Business Analyst

Upgrade of Interactive Intelligence CIC 3.0 to Version 4.0

Management of “Customer Experience” Nuance IVR Project

Identified and documented business requirements for 1500 seat call center upgrade

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 the customer experience

Created Voice User Interface specification, including identifying grammars and prompt writing

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

Quality Assurance Lead, performing systems integration testing, end-to-end IVR unit testing, wrote more than 2000 UAT test scripts, and tested custom reporting

Newmont Mining Corp – Greenwood Village, CO Sept 2011 – April 2012

Senior Business Analyst

Finance/Accounting SAP (Global) implementation

Performed data-modeling and data-mapping from disparate accounting applications for large scale migration to SAP

Gathered and documented UI requirements as per the business

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 & business processes

Bank of America – Littleton, CO Feb 2011 – Sept 2011

Senior Business Analyst Consultant

Loan 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

Aurora Bank (Lehman Brothers Bank) – Littleton, CO Sept 2010 – Feb 2011

Senior Business Analyst Consultant

Finance/Treasury/Accounting projects

Supported Finance & Treasury as an Application Owner of both General Ledger accounting & Wire Management Systems. Worked closely with Executive Management to identify government and new initiative requirements.

Led analysis on General Ledger application integration initiatives and development

Supported implementation of Tax Research SaaS solution

Wrote Business Requirements, Functional Specifications and Deployment Plans for Wire Management banking interfaces

Renaissance Land and Water Management, LLC – Denver, CO

Director of Business Operations March 2009 – Sept 2010

Managed assets, financials, business operations, and private securities compliance

Implemented fresh business processes, improved investment and asset management methodologies, developed new accounting standards, and produced uniform investor proposal structuring

Managed all Management owned and optioned real estate assets

Oversaw investor relations

Established and developed metrics and measurement systems to track process performance for brokers and other sales initiatives

CoBank, ACB – Greenwood Village, CO Aug, 2007 – March, 2009

Senior Business Analyst

Loan Servicing upgrade project. Lead Analyst for Servicing Platform (ACBS) upgrade, focused on International Trade Finance operations.

Quickly 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 UCP500

Designed and implemented process improvements, documented UI requirements and created mockups, 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.

Hein & Associates LLP – Denver, CO July 2001 – Aug 2007

IT Project Manager / Business Systems Analyst

Managed all IT-related software & infrastructure projects for more than 6 years.

Acting Project Manager providing overall direction for establishing project requirements, budgets, technical resources, priorities and deadlines. Allocated and coordinated resources (technical, purchasing, vendors, etc) across all assigned projects.

Implemented CRM SaaS solution

Implemented Document Management and Tax Workflow SaaS 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

Verizon Wireless – Englewood, CO 1999 - 2001

Sr. Support Analyst

Assisted in IT projects including planning, execution, vendor interfacing, and documentation, delivered presentations, and training

Developed end user documentation – worked with subject matter experts and system developers to gather product information, develop technical/procedural documentation – research, develop, edit, and test all communications/documentation

MDC Holdings Inc. – Denver, CO 1998 – 1999

Technical Writer / Technical Trainer

Documented, studied and gathered system information & business processes

Responsible for developing training and reference documentation for internal end users on functionality and processes for ERP

National end user training for ERP, and business process operations

AON Innovative Solutions – Golden, CO 1997 - 1998

Technical Services Representative

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