Experience

GlobalMeet
• United States
• Technology, Information and Internet
• 1 - 100 Employee
• Business Systems Analyst/QA Analyst

  • Apr 2023 - Present


PGi

• United States
• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• Business Systems Analyst/QA Analyst

  • Sep 2019 - Apr 2023

  • Utilize Jira to create and manage development requests to support both Agile and Waterfall methodologies.• Conduct in-depth end-to-end testing using multiple tools including BrowserStack, DevTools, and Katalon. • Perform API testing along-side vendors and partners.• Deploy newly developed items and assist in managing all applicable internal communication surrounding these.• Assist in creating client demos for new products and features.• Brainstorm solutions that rectify long-standing and complex user matters.• Collaborate globally with Project Managers, Developers, Product Managers, Reservations, Call Delivery & Provisioning teams.• Lead meetings on a regular basis with key stakeholders to successfully navigate through projects to completion.• Utilize in-depth product and system knowledge to troubleshoot and provide internal and external support. Show less

• Assistant Team Manager

  • Jul 2016 - Oct 2019

  • Assisted in leading a team of 23 Client Account Specialist and Mentors.• Created individual projects for team members to highlight their strengths and increase morale.• Designed and promoted new behavior that assisted the team in meeting and exceeding Service Level Agreements and Average Speed of Answer metrics.• Worked in multiple scheduling systems to ensure daily business needs were met.• Performed weekly and monthly analysis of team performance and delivered both positive and constructive feedback.• Assisted in writing and delivering annual reviews to individual team members.• Collaborated with other managers to create new projects that would support the department and the direction of the business. Show less

• Account Specialist

  • Jul 1999 - Oct 2019

  • Successfully managed multiple Platinum Accounts.• Oversaw specific client events and monitored all event staffing.• Defined and implemented client specific protocols.• Worked globally, both interdepartmentally and and cross departmentally, to ensure all customer needs were met.• Attended client meetings to obtain feedback and confirm satisfaction with current solutions and processes.• Conducted multiple product demonstrations.

• Business Mentor

  • Nov 2012 - Jul 2016

  • Provided new hire and skill-based training to Call Delivery associates to ensure customersreceive consistent, accurate, quality service.• QA tested and trained associates on system upgrades to promote a seamless customerexperience through operational growth and transition.• Assisted in communicating and educating associates on general and customer-specific protocols.• Conducted associate development workshops to foster growth, creativity, and motivation.

• Senior Conference Support Specialist

  • Jul 1999 - Nov 2012

  • Effectively executed and facilitated high-level audio and web meetings on multiple interfaces.• Exceed clients’ expectations of security and confidentiality with great attention to detailand the highest level of quality in managing events.