MELANIE MANNING

SUMMARY OF QUALIFICATIONS
Personable, performance-driven professional with strength in relationship buildi
ng and history of identifying strategies to reduce costs, increase productivity,
and improve efficiency.
* Offers background in responsible roles, training others and planning/coordinat
ing assignments independently.
* Delivers excellent customer service, meeting client needs in timely manner and
following up to ensure satisfaction.
* Proficiency in MS Word, Excel, Outlook; learns proprietary software systems qu
ickly.
CORE COMPETENCIES
Communications * Root Cause Analysis * Contract Negotiation and Management
* Data Management * Reporting
PROFESSIONAL EXPERIENCE
Ericsson/Sprint, Various Locations 1996-2010
Business Analyst, Kansas City, Missouri 2006-2010
* Assisted in maintaining at least 98% satisfaction of service-level agreements,
investigating causes behind missed obligations; produced weekly and monthly rep
orts on departmental successes and progress toward resolving issues.
* Set up HR classes, ensuring full staff participation in all required courses;
onboarded new hires; trained offshore group; and provided ongoing assistance, re
maining available to field their questions.
* Generated head count chart and conducted time studies used in determining if d
epartment was adequately staffed.
* Led order clean-up projects, reaching out to various groups within division to
ensure that orders were addressed and problems resolved in timely manner; resul
ted in significant reduction in aged orders.
Provisioning Specialist III, Overland Park, Kansas 2001-2006
* Managed project orders from beginning to end, coordinating installation multip
le phone and data lines across cell sites; ensured that services were provided i
n accordance with established deadlines.
* Developed in-depth documentation in preparation for 3G launch, outlining steps
involved in ordering process and procedure for resolving issues both internally
and with clients.
* Utilized manual as resource in training new hires to navigate 3G EVDO wireless
network.
Senior Access Analyst, Overland Park, Kansas 2000-2001
* Served in team lead role, directing work of six Sprint staff and as many as 10
contractors; instructed team members in how to place orders and solve any issue
s that arose.
* Approved, priced, and verified documentation from sales team for contracts; ne
gotiated project requirements, such as due date and testing, with local telephon
e service providers.
* Collaborated with sales team in developing product implementation guide, which
addressed available features, client expectations, and product requirements.
* Developed job aids used in training staff on processes and procedures, increas
ing productivity and reducing costs associated with re-work and re-issuance orde
rs.
Network Provisioner III, Overland Park, Kansas 1999-2000
Network Provisioner II, Overland Park, Kansas 1998-1999
* Performed circuit engineering at greatest cost efficiency and supported variou
s revenue-building opportunities; met or exceeded customer expectations for deli
very on consistent basis.
* Trained employees on network and developed job aids for ordering through syste
m.
Carrier Market Technical Analyst I, New Century, Kansas 1996-1998
* Processed all incoming service requests, coordinated with other local telephon
e companies on jointly provisioned orders, and maintained frequent communication
with engineers and technicians in field.
* Managed billing; provided verification billing and collection activity.
Pepsi General Bottlers, Olathe, Kansas 1994-1996
Cashier/Order Desk
* Interfaced with customers, taking orders and resolving any issues with product
or delivery.
* Handled expense approvals and performed daily administrative work for supervis
or.
EDUCATION
B.S., Business Administration, Minor in Communications, Central Methodist Univer
sity, Fayette, Missouri