Customer Service Quality Assurance

Christina Lee

Email: abp3gq@r.postjobfree.com

SUMMARY

Business/Functional Analyst with over ten years of business analysis, requirements gathering, training course development, data analysis, testing, and interacting with development teams, while working independently and corroboratively in a fast-paced environment. Possess strong communication, self-motivation, and problem solving skills, the ability to adjust to new environments quickly and effectively.

PROFESSIONAL EXPERIENCE

Deloitte & Touche, LLP (acquired Iditarod Systems in Nov 2007),

Sr. Business Analyst/Sr. Consultant, McLean, VA October 2005 Present

Developing System Requirements, Design documentation, and use cases for Identity Management projects.

Conducting requirements meeting with business stakeholders for new applications, or for enhancements to existing applications.

Acting as primary liaison to the development and testing teams during development and testing phases of a given project.

Conducting unit testing of enhancements for customer applications.

Conducting basic training for end users on proprietary applications

Nextel Communications Business Systems Analyst, Herndon, VA

June 2003 - September 2005

Developed functional and system requirements enhancement documentation for internal, proprietary applications.

Interacted with development teams for collaboration of system requirements documentation.

Coordinated and participated in User Acceptance Testing, documenting any defects into a defect tracker.

Conducted basic training for end users of applications.

Microlink, LLC Analyst, McLean, VA

February 2003 - June 2003

NTMI/U.S. Dept. of Housing and Urban Development (HUD) Technical Writer, Reston, VA

Created, edited, and maintained system documents for HUD.

Interacted with development teams for collaboration on system documents.

Developed system requirements use cases.

DMR Consulting Group Senior Systems Architect, Denver, CO

April 2001 - October 2001

AT&T Broadband Business Analyst, Englewood, CO

Analyzed statements that have been converted from CSG's ACSRT (Advanced Customer Service Representative Telephony) billing system to Convergys's ICOMS (Integrated Communications Operations Management System) billing system.

Performed a checklist audit to verify that customer information, rates, features, and services were accurately transferred from conversion.

Verified that lockbox payments for markets have been converted correctly and applied to the customer's account by using a comparison spreadsheet to ensure that processing of payments occurred properly.

Applied payments and adjustments to a customer's account when accounts have erred out during processing.

Created spreadsheets for customer account adjustments. Used the CSG transaction codes in order to determine an equivalent ICOMS transaction code and applied the adjustments to the customer accounts.

American Management Systems Business Analyst, Fairfax VA September 1998- March 2001

Business Analyst

Analyzed and developed system requirements specifications to enhance current functionality for the IMA (Interconnect Mediated Access) ordering system for 271 compliance.

Facilitated working sessions between development teams for the creation of system requirements documents.

Analyzed and performed gap analysis on change requests submitted to a defect tracker with system requirements impact and documented the changes needed to be made.

Acted as a liaison between system testers and development to document and answer questions pertaining to IMA functionality.

Developed reference and exercise guides for analysts attending MetaSolv training courses. Used software screen shots based on MetaSolv's propriety documents.

Created internal and external (client) training course curriculum based on the reference and exercise guides.

Assisted in the initial integration of the BillPlex and TBS customer care and provisioning systems with a proprietary software package by combining components from each system in order to create a more useful tool for an end user.

Conducted interviews with telecom subject matter experts to gather scope information about potential client needs.

Provisioned sample customers for quality assurance assessment prior to User Acceptance at the client site.

Member of implementation team charged with installing Kenan's Arbor billing and customer care products.

Intern, IBM Printing Systems Company Boulder, CO Summer, 1997

Analyzed existing pricing model, consisting of a complex series of relationships between data.

Designed input and output form using Lotus 1-2-3 to improve the pricing model, making the existing model easier more efficient and easier to use.

Completed the initial stages of database design using Lotus Approach for a project that enabled various divisions within IBM to obtain actual figures. Cut time needed to generate and post figures from six days to one day.

EDUCATION

The College of William and Mary, Williamsburg, VA

Bachelor of Business Administration in Operations and Information Technology

TECHNICAL SKILLS

Computer Software: Microsoft Office Suite (including Excel, Word, and PowerPoint), Sun Identity Manager, Microsoft Access, Microsoft Project, Microsoft Visio, Microsoft Visual SourceSafe, Convergys ICOMS, CSG Systems ACSRT, IMA, MetaSolv TBS billing system, Daleen Technologies BillPlex billing system, Kenan Arbor OM and BP

Methodologies and Tools: Object Oriented Analysis and Design with UML, CMM Level 2 compliant, Rational ClearDDTS, Mercury TestDirector, Bugzilla

Computer Languages: Knowledgeable of C++, JAVA, HTML, and SQL

Language Skills: Conversant in Korean, some knowledge of French and Japanese

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