User Acceptance Test Analyst

• Feb 2017 - Present

Solutions Support Specialist

• Dec 2014 - Feb 2017

Responsibilities include, but are not limited to:Provide top quality support to customer requests for technical assistance via varying support platformsTest end user functionality and aid in rolling out new versions to customersActively engage in training end users on product use, may occasionally require travelResearching log files for issues and escalating through the necessary channelsWorking collaboratively within a cross functional team using Kanban/LeanFlexibility in work schedule, some weekends required with compensating days’ offContribute information to an online knowledge base for both internal and external use

Quality Analyst

• Jul 2013 - Dec 2014

Responsibilities include, but are not limited to:Daily data entry utilizing Excel documents.Submit daily calls to contracting client for evaluation.Respond to call request from contracting client.Attend and chair conference calls with contracting client.Monitor customer service representative telephone calls daily to ensure quality standards are met.Attend and conduct calibration conference calls with contracting client to ensure customer service calls are consistently scored across the corporation.Perform monthly and quarterly audits of adjustments and monitors.

SME

• Jul 2012 - Jul 2013

Teach new customer service representatives processes and procedures.Coached new customer service representatives in meeting required metrics.Monitored new customer service representative telephone calls daily to ensure quality standards were met.

Team Lead

• Nov 2011 - Jul 2013

Resolved difficult billing circumstances and technical matters.Accepted escalated calls from customer service representatives.Recoreded escalated calls daily.Verified customer service representatives process daily.

Customer Service Representative

• Feb 2011 - Oct 2011

Resolved difficult billing circumstances and technical matters.Consistently met and exceeded the required monthly metrics.Placed orders for home telephones, internet service, television, and cell phones.

Project Person

• 2010 - 2010

Updated financial advisors contact and company information. Input new contact information into Excel. Researched financial advisors using LinkedIn, Facebook, and Google. Updated financial advisors contact and company information. Input new contact information into Excel. Researched financial advisors using LinkedIn, Facebook, and Google.