Customer Service Project Manager

Myra Conwell

404-***-****. *******@*****.***

Summary: Proven track record as a business analyst and quality Assurance

Analyst. Effective cross communicator with over seven years of experience

in the Information Technology field.

PROFESSIONAL EXPERIENCE

Service Representative Ryla, Inc. Nov/10-Apr/12

. Responsible for registering federal employees into the FEDVIP (federal

employees benefits) program

. Worked with a proficient team to increase FEDVIP enrollment by 35%

. Tested and incorporated new IT business solutions to enhance business

process control and tracking of new and current federal enrollees

. Worked with manager to maintain the highest level of customer service

. Handled on average 65 to 75 calls per day for Verizon Wireless

. Involved in troubleshooting service and equipment concerns for Verizon

Wireless

. Researched and resolved billing issues for Verizon Wireless

Policy/Quality Assurance Tester Global Information Services

Jul/2005-Mar/2009

. Highly experienced in end to end test plans for financial processing and

CAMS conversion

. Good understanding of QC Principles, QC Process, Use Cases, and

Development Life Cycle

. Assisted developers in testing CAMS conversion programs

. Tested new developed programs that utilized the interface between the old

Child Support System and the new system (CAMS)

. Assisted business and technology leads to monitor new programs after

implementation to maintain system accuracy

. Documented software defects using bug tracking system and reporting

defects to software developers

. Created detailed QA documentation including QA reports, actively

participated in project status meetings

. Reviewed system requirements and specifications, and other technical

documentation to ensure testability and completeness

. Worked with development teams investigating and correcting software bugs

and deficiencies based on the testing results

. Good understanding of the Unified Modeling language and Service Oriented

Architecture principles

. Participated in product design reviews to provide input on functionality

requirements, product designs, schedules, or potential problems

. Wrote SQL queries

. Used QTP for auto testing of SAP applications

. Proficient in HTML and ASP scripting

Enforcement Specialist Maximus Georgia Project Mar/02-

Mar/03

. Managed an ongoing load of over 1000 child support cases using 'Stars'

computer system

. Familiarity with local, state and federal laws regarding family, criminal

and employment laws

. Responsible for locate functions, paternity establishment activities, and

parental service support using Federal web based computer systems

. Exceptional accuracy of parental data entry to ensure correct location

information

. Strong interpersonal, analytical, verbal and written communication skills

. Ensured proper enforcement of court ordered Child Support

. Accomplished the title of 'Employee of the Month' during my tenor

Policy and Training Specialist Technology Partnership Group

Jun/01-Nov/01

. Served on the conversion training team responsible for training the

'Michigan Friend of the Court' staff and related outside agencies for the

largest CSES in Michigan

. Responsible for highly skilled developmental workshops and training

curriculum

. Developed Government documentation and course preparation material

. Lead the implementation team that provided training and one on one

assistance to front line workers for three counties

. Provided one on one follow-up support to workers for implementation and

procedural issues

Policy and Training Specialist Maximus

Nov/98-May/01

. Lead tester to the financial team with testing of the CHARTS child

support system

. Skilled tester of the depositing of Child Support payments within CHARTS,

and researched and resolved discrepancies between Nebraska's "JUSTICE"

and "CHARTS" interface that could have been caused during interfacing

. Trained upper level staff on Nebraska's CHARTS system in the financial

area

. Researched Federal and State regulations for the preparation of

documentation for the Payor Ledger and distribution subsystem, and co-

authored documentation for both

. Prepared and executed test scenarios for the Payor Ledger online

subsystem

. Maintained database

. Developed and reviewed project plans, identified issues, resolved issues,

and communicated status of assigned projects to users and manager

Project Manager Technology Management Resources Mar/96-Nov/98

. Managed Customer Service Problem Resolution Unit

. Established a centralized customer service unit for the State of

Georgia's Child Support Enforcement Unit

. Managed an office of seven analysts that co-wrote the customer service

manual and designed and developed online procedures

. Coordinated the initial training of Customer Service analysts, and

established a process for performance appraisals

. Worked with Child Support Central Accounting to report distribution

errors as well as with Professors and researchers at GA State University

to observe and offer suggestions on Customer Service in Georgia

. Assisted in the preparation of a deliverable to be presented to the State

of Georgia concerning customer service in Child Support Enforcement

VOLUNTEER / AFFILIATION EXPERIENCE

My Sisters House/Atlanta Mission, Atlanta, GA Jul/10- Present

. IT Support, Kitchen assistance, Office assistance as needed

. Call center help from donators, set material pickup times and dates

EDUCATION (and TRAINING)

Spelman College, Atlanta GA. Political Science

Bachelors-1981

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