Customer Service Manager

• Jul 2019 - Present

Account Executive

• Jan 2018 - Jun 2019

Functional Data Analyst/Test Analyst /Helpdesk Support/ Technical Writer

• Feb 2017 - Jan 2018

• Engage DOD employees to gather software requirements/business rules, and ensure alignment with the development team. • Analyze customer requirements and processes, document analysis and meet with government business POC’s to gather business requirements to ensure SOP’s are met as required in a regulatory environment.• Review and develop process workflow analysis based off customer requirements. • Create application mockups for future bug fixes as well as enhancement releases. • Draft, edit and maintain test plans, role matrix, edit future release notes and training documents. • Provide customer with structured release notes prior to Production release. • Lead tester for 2 DOD applications. • Perform multiple levels of testing to include, functional, user acceptance, integration, and performance to verify the customer’s needs are met. • Utilize internal program for bug/requirement tracking.• Helpdesk support responsible for handling calls and emails for a multitude of customer issues.• Calls and emails range from user id/password issues to guiding customers step by step in configuring local systems and browsers to ensure proper functionality of ETA/BSCM website. • Multitask call and email issues as well as processing of access requests, validation of access, and troubleshooting of digital credentials for customer connection issues.

Customer Service Representative/ Helpdesk Support /Account Administrator/ Test Analyst

• May 2013 - Feb 2017

• Created and maintained training documents, SOP’s, as well as test plans.• Facilitated calls for a multitude of customer issues. Calls range from user id/password issues to guiding customers step by step in configuring local systems and browsers to ensure proper functionality of ETA/DPS website. • Multitask call and email issues while tracking resolution thru trouble tickets on a daily basis providing an average of 75 ticketed issues resolved per day. Due to consistent performance and resolved ticket counts was promoted after 3 months to the ETA Security Portal team. After 4 months on the ETA Security Portal team was promoted to co-lead. • Managed customer issues for 45 applications through the ETA Portal. Issues range from the processing of access requests, validation of access, troubleshooting of digital credentials for customer connection issues, deactivation of accounts that are in violation of DOD security policies, and training of new employees. • Assisted with testing of new ETA releases as well as new rollouts to Service now (ticketing System) Consistent praise from customers and supervisors for an empathetic approach to customer needs, and ability to resolve the most complex of issues. • Subject Matter Expert for the ETA Security Portal as well as the Defense Personal Property System.