Mandi Brands
Nashville,TN
Summary
Dynamic operations and customer-focused professional with 10+ years of experience in the technology, recruiting, and legal sectors. Skilled in executive support, customer service leadership, project and account management, and product QA/UAT testing within remote and cross-functional environments. Recognized for strong organization, independent work ethic, and the ability to manage competing priorities while improving processes and customer outcomes. Brings a well-rounded perspective that bridges operations, client experience, and product teams to deliver efficient workflows, high-quality releases, and exceptional service.
Overview
17
17
years of professional experience
Work History
Product Specialist
BOLD
REMOTE, TN
02.2023 - 03.2026
- Started in project management, coordinating initiatives in Jira, managing timelines, tasks, and A/B tests across multiple teams.
- Transitioned into QA and UAT, partnering closely with product managers, developers, QA engineers, SEO specialists, and customer service teams to ensure seamless feature releases.
- Oversaw A/B testing and experiments, validating functionality and user experience before public release.
- Conducted FullStory session analysis, regression testing, and quality checks across multiple sites to ensure product features worked as intended.
- Provided detailed, actionable product feedback to stakeholders, helping identify bugs, usability issues, and improvement opportunities.
- Collaborated cross-functionally to align technical, product, and customer-facing priorities, ensuring that releases met both business objectives and customer expectations.
- Monitored experiment goals and metrics, ensuring tests produced accurate, reliable insights to guide product decisions.
- Contributed to process improvements and documentation, helping streamline QA/UAT workflows for future releases.
- Maintained a proactive focus on user experience, site functionality, and performance, ensuring high-quality, customer-centered product outcomes.
- Technical Tools & Skills: Jira, FullStory, QA/UAT processes, regression testing, A/B testing, cross-functional collaboration, product feedback, experiment tracking, SEO awareness, analytics reporting
Manager of Client Services
FlexJobs
REMOTE, TN
06.2016 - 02.2023
- Promoted from Customer Service Representative to Lead, then to Manager, overseeing a high-performing team delivering exceptional client support.
- Managed a team handling multi-channel communication - calls, emails, and chats - consistently maintaining quick response times.
- Developed and maintained a strong team culture focused on excellence, collaboration, and professional growth.
- Set performance goals, monitored metrics, and implemented strategies to exceed team targets while supporting broader operational objectives.
- Led training initiatives, onboarding new team members, and providing ongoing coaching to ensure consistent service quality.
- Collaborated with cross-functional teams to optimize workflows, resolve escalations, and enhance customer experience.
- Oversaw operations, reporting, and team performance tracking, ensuring efficiency and alignment with company goals.
- Recognized for building a cohesive, motivated team that consistently achieved and exceeded client service expectations.
Executive Assistant
Pite Duncan, LLP
REMOTE, CA
07.2012 - 07.2014
- Maintained high-level client and stakeholder relationships through professional correspondence, calls, and presentations, ensuring clear communication and exceptional service.
- Supported executive-level account management for high-profile clients, including Wells Fargo, JPMorgan Chase, and Nationstar Mortgage, providing tailored coordination and issue resolution.
- Scheduled and coordinated conference calls, managed communications, and ensured timely follow-up on action items across internal teams and external stakeholders.
- Monitored team workflows, project timelines, and deadlines, maintaining performance scorecards at 100% and supporting operational efficiency.
- Prepared executive-ready reports and spreadsheets to track team performance, client activity, and key operational metrics for leadership review.
- Acted as a liaison between borrowers, attorneys, lenders, and internal teams, maintaining accurate documentation and ensuring compliance with established processes.
- Successfully managed responsibilities in a fully remote environment, demonstrating strong organizational skills, self-direction, and the ability to prioritize multiple tasks while meeting deadlines.
Foreclosure Account Executive
NBS Default Services
Long Beach, CA
01.2012 - 07.2012
- Provided dedicated support to multiple clients throughout the foreclosure process, managing priorities, deadlines, and communications to ensure seamless operations.
- Maintained schedules for publications and Trustee sales, coordinating timelines to meet all legal and procedural requirements.
- Recorded and tracked important dates, fees, costs, and property-related documentation to keep clients and stakeholders informed.
- Acted as a primary point of contact for borrowers, attorneys, and lenders, facilitating clear and professional communication regarding properties in default.
- Prepared, reviewed, and organized all legal notices, including Notices of Default and Notices of Sale, ensuring compliance with state guidelines.
- Oversaw legal publications, new orders, and client inquiries, providing responsive and detail-oriented administrative support.
- Worked remotely while managing multiple projects, demonstrating strong organization, time management, and client service skills.
New Order Customer Service
FEI | Financial Executives International
Irvine, CA
03.2009 - 07.2012
- Assisted in maintaining and updating procedural manuals to ensure consistency and efficiency across the team.
- Supported onboarding and training of new employees, providing guidance and resources to ensure smooth integration.
- Prepared and processed Pre-Order reports, delivering publication and sales information accurately to clients.
- Developed and managed daily workflows for multiple clients, prioritizing tasks to meet deadlines and maintain service quality.
- Drafted, reviewed, and sent emails on behalf of the FEI New Orders Department, maintaining professional and clear communication.
- Delivered high-level customer service while building and maintaining strong, positive relationships with clients.
Education
Associate's Degree - Early Childhood Education, Elementary Education and Teaching
Golden West College
05-2006
Diploma -
Los Alamitos High School
01-2004
Skills
- Calendar and communications management
- Stakeholder communication
- Strategic account support
- CRM systems and platforms
- Product testing and feedback
- Bug tracking and escalation
- User acceptance testing
- A/B test coordination
- Product release support
- Customer relationship management
- Technical troubleshooting
- Quality assurance testing
- Cross-functional collaboration
- Team leadership and management
- Account management and retention
- Executive administrative support
- Process improvement and optimization
- Independent project ownership
Languages
English
Timeline
Product Specialist
BOLD
02.2023 - 03.2026
Manager of Client Services
FlexJobs
06.2016 - 02.2023
Executive Assistant
Pite Duncan, LLP
07.2012 - 07.2014
Foreclosure Account Executive
NBS Default Services
01.2012 - 07.2012
New Order Customer Service
FEI | Financial Executives International
03.2009 - 07.2012
Associate's Degree - Early Childhood Education, Elementary Education and Teaching
Golden West College
Diploma -
Los Alamitos High School