Senior IT IA and Governance Analyst

• Aug 2017 - Present

Senior Quality Control Analyst

• Apr 2012 - Present

Work across departmental boundaries to ensure a quality product and lead global testing teams.Develop Quality Control estimates and work plan for projects for the focused area of business and provide education to business personnel.Provide input to Test Strategy Plan and Test Approach for medium/complex projects.Provide training, leadership and decompose business requirements into testable conditions. Review business requirements for completeness, consistency, clarity, relevance, ambiguity, redundancy and testability.Validate key testable business requirements, participate in review of deliverables produced during the project lifecycle to identify issues, defects and risks for medium/complex projects and provide sign off where applicable.Identify and assess risks and issues and propose mitigation strategies for projects.Develop, inspect and maintain test specifications and provide test data based on pre-defined testing standards.Coordinate testing activities for medium/complex projects which require interaction with business clients and offshore resources to ensure requirements are achieved.Perform data analysis of executed test cases to ensure data structure and business requirement integrity and also carry out validation procedures to ensure that all system modifications meet end-user requirements and quality standards.Responsible for defect identification, documentation, communication and following through to resolution according to business requirements for medium/complex projects.Perform root cause analysis for complex testing related issues, which may be identified by peers.Identify and implement enhanced testing techniques, practices and methodologies for the testing environment. Support research and benchmarking activities.Assist in providing information on test environment issues related to interfacing, utilization of capital, potential software needs, storage capacity and critical computer related resources.Possess a Pennsylvania Property and Show less

Senior Customer Service Representative

• Jan 2007 - Apr 2012

Possess a Pennsylvania Property and Casualty/Health, Life, Accident and Fixed Annuity license. Service new and existing policies including billing.Maintain insured, agent and third party relations using written and verbal communications skills.Counsel insureds and agents on coverages.Research, update and change policy coverages.Process echo mail.Process various kinds of policy endorsements, issue ID cards, binders and evidence of insurance to help with support functions.Resolve complex policy and billing questions/issues and refer other inquiries to appropriate areas as needed.Demonstrate a comprehensive understanding of company specific products in order to portray confidence and credibility to customers and assume ownership. Answer customer inquiries on coverages, limits and deductibles and review customer policies, discuss options and update customer policy records. Develop subject matter expertise and remain current on new marketing campaigns in order to respond appropriately to marketing related inquiries. Enable the service center to meet its customer satisfaction and business performance goals and provide unbeatable customer service to our customers and agents. Provide assistance to TMC and training on ACW work, IFE and OSCAR updates.Additional experience: Run and reconcile reports during the time I was employed with Allstate using effective organizational and time management skills. Show less