TRACY BUSHUE-JENKINS
Tolono,IL
Summary
Unit Business Operations Manager with more than 20 years’ experience working in the Telecommunications industry, executing programs, driving teams and delivering results. Excellent leadership with a history of navigating, negotiating and executing Amdocs business strategies to meet business goals and financial objectives. Major experience lies in strategizing and leading cross-functional teams to bring about fundamental change and improvement in implementation strategy, process, and profitability – both as a leader and expert consultant.
Overview
25
25
years of professional experience
Work History
Unit Business Operations Manager
Amdocs
05.2015 - Current
- Provide on-site leadership for the Service Level Management Team and Compliance Team by building and motivating team members to meet project goals, adhering to their responsibilities and project milestones.
- Manage a portfolio of multifaceted initiatives that span one or multiple lines of business.
- Ensure that projects and programs are proceeding according to scope, schedule, budget and quality standards.
- Ensure that all service level agreements (SLAs) for managed services across the organization are delivered according to specifications.
- Developing, managing, and administering service management best practices.
- Monitoring SLA performance for compliance with organizational needs and requirements.
- Facilitating communication between the internal stakeholders and its clients in order to define and maintain the SLAs required for each business unit.
- Assists the Service Level Management Global Process Owner in identifying and planning for ITIL process improvement projects
- Engage in contract negations of service level management and compliance components of RFPs while consulting on development of controls with regards to service level management and compliance.
- Overseeing the process of financial audits, making recommendations on policies, and ensuring that the organization fulfills governmental obligations of compliance.
Group Leader
Amdocs
04.2006 - 05.2015
- Present various strategies to large groups to inform them on different methodologies
- Teach product, project management, and maintenance development practices enforced by Amdocs
- Develop creative approaches to solving issues for different Amdocs teams internally
- Working with development daily to deliver client needs through different ideas and solutions externally with client involvement
- Designing and implementing Amdocs coordination documents for several companies
- Traveling to different major cites to lead the technical and customer side of the business
- Acting Reference Table Manager in the absence of RT current manager
- Ensure SLAs are met.
Senior Table Maintenance Analyst
Amdocs Inc
01.2000 - 04.2006
- Ensured data integrity of billing reference tables and supported day-to-day maintenance of business logic implementation in an Oracle database
- Supported data requests and defect resolution during the design, system testing, and user acceptance testing phases of each development version
- Created validation and automation solutions for reference table data implementation across multiple projects
- Provided training and created documentation for analysts to improve productivity and knowledge sharing within the team
- Security Administrator for all reference table applications that is compiled over 500 tables.
Customer Service Representative
Amdocs
03.1998 - 04.2000
- Proven ability to identifyproblems and implement solutions in stressful and difficult situations.
- Provided billing assistance to client.
- Coordinated with development to ensure client and customers were satisfied.
- Handled phones for critical situations in large volume.
- Detailed technical writing (HLDs) and meetings with customers.
Education
Centennial High School
Skills
- Leadership
- Negotiation
- People Development Mentoring
- Decision Making
- Project Analysis, Coordination & Implementation
- SLA Management
- Audit Management
- Customer Relationships
- Telecom Knowledge
- Microsoft Office Suite
- Operational Standards
- Continuous Improvement Process
- Problem Solving & Analysis
Timeline
Unit Business Operations Manager
Amdocs
05.2015 - Current
Group Leader
Amdocs
04.2006 - 05.2015
Senior Table Maintenance Analyst
Amdocs Inc
01.2000 - 04.2006
Customer Service Representative
Amdocs
03.1998 - 04.2000
Centennial High School
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