Director Testing and Tools

• Nov 2019 - Present

Director Web Portal and Mobile Application Testing

• Nov 2016 - Nov 2019

Sr Manager Web Portal Testing

• May 2016 - Nov 2016

At New Charter, I lead a team of 50+ personnel across the country and internationally testing web portals for the 3 legacy companies. The scope of my portfolio includes Mobile Apps, Mobile Web and Web based portals. In an ever changing environment I manage test budgets, test resourcing, test planning, test automation platforms and strategy and activities across more than 50 applications. As an experienced agile professional I work with teams to influence agile change and provide agile coaching… Show more At New Charter, I lead a team of 50+ personnel across the country and internationally testing web portals for the 3 legacy companies. The scope of my portfolio includes Mobile Apps, Mobile Web and Web based portals. In an ever changing environment I manage test budgets, test resourcing, test planning, test automation platforms and strategy and activities across more than 50 applications. As an experienced agile professional I work with teams to influence agile change and provide agile coaching as we transition groups from waterfall to emerging agile and then as they flourish into mature agile teams.

Senior Manager, System Integration and Test

• Feb 2015 - May 2016

Manager, System Integration and Test

• Aug 2013 - Feb 2015

Today I lead a team of about 11 personnel that comprise of Full Time Employees and Contractors (onshore and offshore). We collectively provide test services for 10-12 applications in a shared services model across CSR desktops, External Web Portals, IVR and Field Technician applications. This small but effective team provides a full suite of test services including: Load and Performance, Automation, Functional and Integration testing. We have a common set of test artifacts that support both… Show more Today I lead a team of about 11 personnel that comprise of Full Time Employees and Contractors (onshore and offshore). We collectively provide test services for 10-12 applications in a shared services model across CSR desktops, External Web Portals, IVR and Field Technician applications. This small but effective team provides a full suite of test services including: Load and Performance, Automation, Functional and Integration testing. We have a common set of test artifacts that support both our agile and waterfall development teams.

Sr IT Analyst

• Dec 2012 - Aug 2013

As the Senior IT Analyst for testing, I added automation testing to the suite of test offering. I reduced the defects identified in production (escaped defect percentage). During my time in this role I lead a team of contractors ranging from 7-20 depending on the flow of work and test activities. We implemented a process and document library to quickly ramp up new contractors.

Desktop Strategies Analyst

• Dec 2009 - Dec 2012

As a Desktop Strategies Analyst my focus ranged from external tool adoption and traveling to Call Centers across the country to be onsite for new version deployments all the way to enhancing the QA processes and procedures. During my time in this role I was able to reduce the amount of defects identified in production, implement KPIs for the QA team with monthly, quarterly and annual reporting to track areas of success and where we have opportunities for improvement. I implemented stronger… Show more As a Desktop Strategies Analyst my focus ranged from external tool adoption and traveling to Call Centers across the country to be onsite for new version deployments all the way to enhancing the QA processes and procedures. During my time in this role I was able to reduce the amount of defects identified in production, implement KPIs for the QA team with monthly, quarterly and annual reporting to track areas of success and where we have opportunities for improvement. I implemented stronger use of HP tools to support test activities, and began more formally documenting our test processes and procedures. I lead a team of up to 3 onshore and 15 offshore testers during this time.

Quality Analyst

• Mar 2009 - Dec 2009

As the QA analyst for Time Warner Cable I was the sole person responsible for functionally testing an internally developed CRM. I created and executed all test scripts, created all test data. I quickly became the team point of contact regarding knowledge of the Icoms and CSG billing systems lending a hand and knowledge to the support, development and BA teams. I was utilized to create UAT scripts and assist with the facilitation of end user acceptance testing.

Quality and Resolution Specialist

• Jun 2007 - Mar 2009

Responsible for reviewing and auditing over 1500 work orders a week to ensure quality work order standards are met. Meeting daily with CSRs to review adoption and usage of call center desktop tools with a specific focus on an internally developed CRM. Collated and distributed daily, weekly and monthly reports regarding compliance with work order accuracy and usage of call center tools. Coached and mentored CSRs on the use of sales and work order accuarcy tools. Partnered with training… Show more Responsible for reviewing and auditing over 1500 work orders a week to ensure quality work order standards are met. Meeting daily with CSRs to review adoption and usage of call center desktop tools with a specific focus on an internally developed CRM. Collated and distributed daily, weekly and monthly reports regarding compliance with work order accuracy and usage of call center tools. Coached and mentored CSRs on the use of sales and work order accuarcy tools. Partnered with training, leadership and call center supervisors to leverage "best practices" for better tool adoption.

Quality Analyst

• Mar 2005 - Mar 2007

My responsibilities as the QA Analyst were greatly data related. Analysis and testing on new report requests from both the call center and regional leaders. With a very specific attention to detail I reviewed more than 5,000 calls a week to determine root cause for customers calling and entered all these metrics and disposition into a greater database used to trend customer activity.

Call Center Representative

• Mar 2003 - Mar 2005

While a call center representative I earned several awards an accolades for superior customer service and satisfaction scores. After a year of assisting external callers I was given the additional responsibility of assisting other CSRs with questions on SOP/M&Ps and tips on how to assist callers that may be emotional charged or upset. I was twice the mentor for 2 separate new hire classes ensuring that processes and materials that were distributed during training were true to the practices on… Show more While a call center representative I earned several awards an accolades for superior customer service and satisfaction scores. After a year of assisting external callers I was given the additional responsibility of assisting other CSRs with questions on SOP/M&Ps and tips on how to assist callers that may be emotional charged or upset. I was twice the mentor for 2 separate new hire classes ensuring that processes and materials that were distributed during training were true to the practices on the call center floor.