Business Analyst/ Scrum Master

• Oct 2019 - Present

Business Analyst

• Jan 2014 - Mar 2020

 Directly interacted with clients, finding out their requirements through the effective use of MOSCOW techniques.  Assisted with database querying and manipulations with the use of CRM software and maintained 15-top cadre producers out of 500 agents.  Provided excellent customer service under intense pressure in meeting and exceeding set goals.  Built extensive customer base and excellent customer loyalty through effective use of emails and follow-up techniques.  Directly interacted with clients, finding out their requirements through the effective use of MOSCOW techniques.  Assisted with database querying and manipulations with the use of CRM software and maintained 15-top cadre producers out of 500 agents.  Provided excellent customer service under intense pressure in meeting and exceeding set goals.  Built extensive customer base and excellent customer loyalty through effective use of emails and follow-up techniques.

Project Manager/ IT Quality Assurance

• Feb 2008 - Jan 2014

 Drove test planning and execution, introduced the company to Agile and provided training resources on Quality Assurance as well as Hybrid methodologies where necessary.  Reviewed Test Scenarios and Test Cases to ensure each requirement is tested. Supervised application and project implementations.  Oversaw knowledge transfer and lesson learned/ Sprint Retrospective activities to improve SDLC process.  Led a six-member product development and project teams in software testing, and worked with product development teams to perform testing and to deliver high quality test solutions on various projects.  Created project plans, created and managed the execution of test specifications-based requirements and developed test cases based on requirements.  Provided direction and carried out manual test solutions, liaised with the development group to ensure that product issues are captured and successfully resolved.  Part of testing team day to day activities and scripting/execution of all test requirements.  Defined test Go-Live strategy for the initiated program and releases.

Lease Lead Manager

• Jun 1996 - Mar 2007

Managed Lease-End Turn Ins: Business Development, CRM, Customer Retention, Customer Satisfaction and Risk Management Managed Lease-End Turn Ins: Business Development, CRM, Customer Retention, Customer Satisfaction and Risk Management