Experience

Novus Labs

• United States
• Computers and Electronics Manufacturing
• 1 - 100 Employee

• Test Technician

  • Sep 2021 - Sep 2023

  Hillsboro, Oregon, United States Main focus is testing for various clientele with NovusLabs on hardware/software provided. * Client onsite hardware and software installation for large scale automated testing which include open air and Anechoic Chambers for strict testing results. * Testing each week on Logitech video hardware with/without Third party audio systems. * Telecommunication software is preloaded within the Logitech devices which includes ZOOM, MTR, Ring Central, Pexip and Tencent. Testing is… Show more Main focus is testing for various clientele with NovusLabs on hardware/software provided. * Client onsite hardware and software installation for large scale automated testing which include open air and Anechoic Chambers for strict testing results. * Testing each week on Logitech video hardware with/without Third party audio systems. * Telecommunication software is preloaded within the Logitech devices which includes ZOOM, MTR, Ring Central, Pexip and Tencent. Testing is mainly focused on these platforms with slight variations. * Hardware testing outside of the Logitech family may also include specific Laptop manufactures as well as Third party audio systems including Bi Amp, SHURE and QSC. * Predetermined tests are provided and updated through the Jira Platform. If bugs are found, the same Jira site is required to create tickets which are then assigned to the appropriate engineer within Logitech. * Retro fitting previous software builds are sometimes needed for triages. This requires basic android software command knowledge to perform these changes. * Software repair of disabled Logitech camera devices is sometime needed, once again knowing android software knowledge. * Use of Apple and windows products is also needed for testing, knowing the software and hardware is necessary. * Extensive knowledge of USB types as well video cabling such as HDMI and DVI. * Communication with Logitech contacts is typically done through the Slack Program, email and ZOOM. Show less



Capital One

• United States
• Financial Services
• 700 & Above Employee

• Fraud Detection Coordinator

  • May 2014 - Dec 2015

  Portland, Oregon Area Verified account activity and customer identity then providing assistance to prevent further fraud loss. Conducted investigations to determine validity of accounts once the investigation was complete allowed further usage of the account or closed the account for fraud. Tracked fraud reports to analyze fraud losses, identity patterns and trends.

• Sr Ops Production Coordinator/ IS Escalations disputes

  • Mar 2013 - May 2014

  Portland, Oregon Area Provided guidance to inbound agents; empowering them to make proper decisions for a dispute resolution. Resolved supervisor-level escalated calls/cases transferred from inbound agents. Elected as a key member of the BETA team for system wide software changes; this included working through scenario based dispute cases and troubleshooting them if bugs arose. Chosen by management to be an ambassador to new escalation department employees helping them to transition into the… Show more Provided guidance to inbound agents; empowering them to make proper decisions for a dispute resolution. Resolved supervisor-level escalated calls/cases transferred from inbound agents. Elected as a key member of the BETA team for system wide software changes; this included working through scenario based dispute cases and troubleshooting them if bugs arose. Chosen by management to be an ambassador to new escalation department employees helping them to transition into the new role. Show them the steps for logging into the software tools that will empower them to help their fellow agents with questions and escalated calls.



HSBC

• United Kingdom
• Financial Services
• 700 & Above Employee

• Senior Customer Service Coordinator

  • Feb 2012 - Feb 2013

  Portland, Oregon Area • Effectively addressed questions as well as educated inbound agents; dealing with various policies and procedures concerns. • Resolved escalated concerns card members during high service levels through both compassion and efficient call control. • Played a key part in numerous first contacts to completion scenarios due to the complexity the issues had that were beyond the expertise of a level one agent. • Through positive reinforcement and familiarity of the policy and procedures… Show more • Effectively addressed questions as well as educated inbound agents; dealing with various policies and procedures concerns. • Resolved escalated concerns card members during high service levels through both compassion and efficient call control. • Played a key part in numerous first contacts to completion scenarios due to the complexity the issues had that were beyond the expertise of a level one agent. • Through positive reinforcement and familiarity of the policy and procedures as well as a positive reinforced tone, compliments were relayed to the direct supervisor of the department via email and direct calls from other various department managers.

• Phone Banking Specialist

  • Mar 2012 - May 2012

  Portland, Oregon Area • Assist customers with multiple account types such as checking, savings, and lines of credit. • Use multiple tools effectively to provide quality assistance for banking customers. • Offer added value services to banking customers.

• Customer Service Specialist

  • Feb 2007 - Feb 2012

  Portland, Oregon Area • Responsible for educating card members on managing their accounts. • Consistently met or exceeded Quality for Queue requirements. • Quickly implemented feedback from a Unit Manager. • Outperformed the expectations for Voice of the Customer. • Exceeded site standards for low Assist Queue contact rates.

• Department Test Lead

  • Mar 2010 - Jul 2011

  Portland, Oregon Area • Administered testing processes for completely revamped HSBC software implementation. • Provided assistance as a floor walker, supporting agents during the software implementation. • Responsible for opening defects identified during implementation. • Delegated responsibilities to a small team that was responsible for the Customer Account Maintenance work stream.



Gateway

• United States
• Computer Hardware Manufacturing
• 700 & Above Employee

• Online chat support

  • 1996 - 2000

  Troubleshooting common issues with products offered by Gateway.