Shanieka EVANS
Atlanta,GA
Summary
With over 24 years of experience in the telecommunications industry, my expertise and knowledge have reached a high level. Throughout my career as an analyst, I have honed my skills in analyzing complex issues and finding effective solutions. Recognized for building strong teams and driving efficiency, I consistently strive to improve customer service and enhance the user experience for clients, administration, and employees.
Overview
17
17
years of professional experience
Work History
Senior Telecom Operations Analyst
Intercontinental Exchange Inc
11.2019 - Current
- Manage and analyze domestic/international telecom expenses
- Approve weekly pre-batch submissions for payments processing
- Perform optimization reviews, change/update when needed
- Manage carrier relationships and provide high level weekly, monthly and quarterly audits/reports
- Serve as a liaison between Clients, Vendors, and Intercontinental Exchange
- Manage and resolve critical domestic and international customer and end consumer complaints to mitigate company monetary loss, legal risks, and negative exposure
- Work with Procurement, Accounts Payable, and IT Engineering team to ensure services are accurately being billed/setup/cancelled
- Ensure charges are allocated to the correct GL code to prevent incorrect billing and payments issued
- Manage Decommission Projects and Acquisitions
- Saved the company over a $1million related to disputes, early & double billing, and circuit audits
- Identifies quality trends and root cause analysis of outages, support issues, orders, service and circuit performance and utilization
- Train new employees in their new analytical role
- Perform annual budgets and create requisitions for PO’s for vendor account payments
Telecom Expense Management Analyst
Verint Inc
06.2018 - 11.2019
- Managed and analyzed domestic/international telecom expenses
- Reviewed invoices and pre-batch submissions to ensure accuracy
- Approved weekly pre-batch submissions for payments processing
- Performed optimization reviews, changed/updated when needed
- Managed carrier relationships and provided high level weekly, monthly and quarterly reports
- Served as a liaison between Clients, Vendors and Verint Inc
- Managed and resolved critical domestic and international customer and end consumer complaints to mitigate company monetary loss, legal risks, and negative exposure
- Worked with Procurement, Accounts Payable, Audit and IT Engineering team to ensure services were accurately billed/setup/cancelled
- Tracked inventory for accuracy to ensure the database is updated
- Ensured charges were allocated to the correct GL code to prevent incorrect billing and payments issued
- Identified quality trends and root cause analysis of outages, support issues, orders, service and circuit performance and utilization
Telecom Analyst
AutoNation Headquarters
09.2014 - 06.2018
- Facilitated and scheduled circuit turn-ups, testing, activation and troubleshooting with carrier providers and the Network team
- Performed workload in Service Now/Help desk ticketing system daily for all new and change requests
- Ensured charges were allocated to the correct GL code by auditing unassigned, zero usage, suspended and new lines of service
- Performed day to day MACD in Cisco Call Manager, Unity Cisco Connection configuration and administration
- Served as the primary liaison between the vendors, management, Information Technology, and project managers on accounts
- Ensured Incident tickets worked were closed and resolved in accordance with departmental SLA requirements
Wireless Telecom Analyst
02.2013 - 09.2014
- Managed documentation and communication of processes, procedures, online forms, and databases to provide efficient and cost-effective products
- Managed inventory deployment/line provisioning in accordance with the corporate policy and procedures
- Managed the work in-take process of data specifications and provisioning on all circuit turn-ups and decommission
- Administered carrier provided documentation, portal access links, processes, and procedures
- Queried, Analyzed & Facilitated monthly, quarterly billing and analytical reports to regional and corporate executives
- Adjusted plans according to usage to prevent overage and identify opportunities for performance improvement and annual forecasted spend
- Setup accounts for Acquisitions and Vendor Applications including VOIP & SIP
Workforce Management Analyst
05.2008 - 02.2013
- Monitored call center activity to ensure that performance levels such as call volume, average handling times and staffing levels were consistently met
- Allocated schedules by site based on hours of operation, time zone and skill set
- Proactively ensured adherence to service levels using IEX, CMS and other systems
- Evaluated methods for operational improvement
- Analyzed data resulting in composite results from individual system-generated reports
- Researched and analyzed diversified data to provide valid conclusions
Education
Bachelor of science -
Strayer University
Miramar, FLSkills
- Analytical Skills
- Client and Vendor Relations
- Organizational Skills
- Project Management
- Skilled multi-tasker
- Problem Solving
- Communication
- Microsoft Excel
- Pivot Tables
- V-Lookup
Timeline
Senior Telecom Operations Analyst
Intercontinental Exchange Inc
11.2019 - Current
Telecom Expense Management Analyst
Verint Inc
06.2018 - 11.2019
Telecom Analyst
AutoNation Headquarters
09.2014 - 06.2018
Wireless Telecom Analyst
02.2013 - 09.2014
Workforce Management Analyst
05.2008 - 02.2013
Bachelor of science -
Strayer University
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