SUMMARY:

• Senior Analyst/Consultant with extensive experience in Training, Testing and Customer Service for Call Centers.
• A proven leader, energetic problem solver, with a demonstrated track record of providing creative solutions and exceptional customer service tailored to the individual needs of clients.
• Supported the overall System Design, Coding, Mapping, Testing, Training and Deployment for many projects during company conversions.
• Experienced in HP Quality Center for testing and defect updates.

AREAS OF EXPERTISE:

• Classroom & Web-based Curriculum Training - Business/Residential
• New Hire On - Boarding & Orientation
• Sales Team Development
• Call Center Operations
• Application Helpdesk Support
• Regulatory Tariff Knowledge
• Performance Enhancement/Testing
• Leadership Development
• Online Training Best Practices
• Training, Coaching & Mentoring - Residential and Business Representative
• Effective Communication
• Team Leadership/Supervision

PROFESSIONAL EXPERIENCE:

Call Center Representative

Confidential, Dallas, Texas

Responsibilities:

• Answered incoming calls for a large video game, consumer electronics, and wireless service retailer to support customers on their purchases during the busy holiday season
• Consistently reached Help Desk Support objectives with 90% success rate
• Answered incoming calls for hurricane disaster relief clients in a fast paced call center environment
• Assisted clients in filing government insurance claims after storm damage and/or losing their homes completely in the hurricane disaster areas

Training Instructor/Vendor Site Lead

Confidential, Allen, Texas

Responsibilities:

• Provided Senior Leadership communication in support of the project
• Lead/participated in regular status meeting
• Monitored and enforced supplier compliances
• Facilitated supplier Internet Help Desk (IHD) training sessions; Systems includes, but not limited to DPI, F one Knowledge Base, Agent Portal, Avaya, CDPI, Dynamics, DPI Ticketing Tool, Log Me in Rescue, LOLA, PACE, SIMPL and ViryaNet

QA Analyst/Coordinator

Confidential, St. Louis, Missouri

Responsibilities:

• Clearly and concisely communicated business requirements to developers; interacted with IT Development team through the Scrum process to clarify and resolve issues
• Played key role in adoption of process mapping, use cases, storyboarding and the implementation of standardized templates and processes.
• Accountable for running ALM Dashboard Reports for the Test Management Office and creating on-line Reference Guide. Performed routine data entry into QA data management systems

Retail Service Merchandiser

Confidential, Dallas, Texas

Responsibilities:

• Maintained continual improvement of sales coverage and productivity
• Read and followed a plan-o-gram to effectively reset and remodel work
• Partnered with store personnel and co-workers to achieve and maintain merchandising excellence, discuss changes and build an effective working relationship.

EDI Business Analyst - Project Team Lead

Confidential, Bedford, Texas

Responsibilities:

• Team lead responsible for the implementation and set up processes of Electronic Data Interchange (EDI) 811/ 820/997 transactions billing/payment files for Frontier/Verizon 13 state migrating to a newly converted billing system
• Led over 35 conference calls between business clients, trading partners, and the vendors to ensure all necessary information was received for implementation of EDI. Managed and trained a team of 9 EDI specialists
• Assisted with EDI data mapping/testing conversion project for Verizon/Frontier
• Verified that electronic billing transactions complied with financial policies and procedures on the payment postings and collection data
• Grew the business clientele from 2,500 accounts to 22,000 accounts generating over 7 million dollars of on-line revenue within a 2-year period

Business Requirement Analyst

Confidential, Rochester, New York

Responsibilities:

• Performed Gap Analysis Program (GAP) analysis, led requirement meeting, gathered and wrote business owner’s requirements as needed for each project request and ensured project deadlines was met
• Reviewed test plans, compiled results, and supported test users for converted properties. Made recommendations for system improvement
• Responsible for leading functional and non-functional testing using Quality Center
• Implemented agile QA processes and practices, including defect and test management

Customer/Business Care Analyst

Confidential, Las Vegas, Nevada

Responsibilities:

• Worked with sales and services which included making and receiving multiple premier business customer calls involving Kenan orders, billing and payments, service requests and questions
• Developed and provided User Acceptance Testing (UAT) data and defect tracking

Instructor/Customer Care Supervisor

Confidential, Plano, Texas

Responsibilities:

• Performed weekly one-on-ones to coach and develop call center representatives.
• Provided constructive feedback to each representative, created, and developed programs/activities to improve their overall performances and morale.
• Trained over 500 representatives (union and non-union) and upper management on order entries, products and services, and billing and collections for various systems.