Customer Service Quality Assurance

Richard Hodges

**** **** ***** **. . ******, Texas 75237 . 469-***-**** (Cell)

*********@*****.***

Professional Summary

I have experience and proficient knowledge in web-based software

development, test, support and training while providing software that meets

timely deadlines as well as the needs of the customer. I possess good

communication, interpersonal, leadership and problem solving skills. I am a

dependable, self-motivated contributor and team player with a diverse set

of skills and experiences to offer an organization.

Skills

Excel, Word, MS Office Products, Mortgage Serv, Clear Case, Mercury

Quick, Selenium, Jira, Test Director, People Soft, Vision, PL/SQL

Developer, AS400, Cognos, UNIX scripting, XML, ORACLE Applications, E-

Commerce

Experience

Dairy.Com - Dallas, TX.

08/05-Present

Q/A IT Business System Analyst

Business Quality Assurance Analyst and Application Tester: Responsible for

performing Quality Assurance practices for Application and Software test

purposes, in addition to gathering business requirements to support the

testing activities for System, Functional, Regression, and UAT testing.

As a Quality Assurance Analyst and Application Tester, I performed the

following tasks:

Co-lead the QA team by assisting in organizing the team's work tasks,

managing testing activities, tracking testing related issues,

updating/running the automation tool and working on found defects.

. Assisted with the authoring of business requirements, functional specs

and process flow documentation for production system enhancements.

Also involved in all phases of projects from level zero estimates to

functionality testing/sign-off, and post-implementation support.

. Provided scenarios and recommendations to the business and developers

to promote efficiency and cost effective project design, development

and implementation. I also assist with the authoring of business

requirements and functional specs for applicable enhancements that may

interface with the servicing platforms.

. Developed business test scenarios and test cases designed for System,

Application, Functional, and UAT testing.

. Performed System, Functional, and Regression testing routinely on

qualified software releases.

. Performed tests (white box or black box) for functionality and user

interface, on newly developed and/or enhanced software

. Maintained life cycle tracking during project phases; Maintain

repositories for test plans, defect tracking, test procedures and

cases.

. Wrote scripts, tested, and integrated with several SAP systems and

other proprietary systems.

Worked with developers on problem areas in software designs and

business requirements and recommended resolutions to fix/found defects

and issues in regards to the software code.

. Created QA training documents, trained QA personnel and assisted them

with tasks when needed.

. Conducted quality control activities as related to software

deployment.

CitiFinancial Mortgage Company Inc., Irving, TX.

04/02 - 08/05

Q/A IT Business System Analyst

. Responsible for Motgage Serv system development in a number of various

departments including customer service, foreclosure, bankruptcy and

escrow departments.

. Liaison between internal IT developers and the business units of

various clients to ensure accurate translation of business needs into

technical design.

. Performed data mapping and validation exercises for the conversion

from CSW (customer service workstation), Loan Quest, Maestro and

Action to MortgageServ.

. Author business requirements, functional specs and process flow

documentation for system enhancements.

. Participated in GAP Analysis sessions for the conversion from old

servicing platform to MortgageServ. Provided standard QA and enhanced

functionality testing/sign-off, and post-implementation production

support.

. Manage and support resolution of system defects and initiate and

manage any projects that may arise in the process of defect

resolution.

. Knowledge of variety of concepts and procedures involving Mortgage

Serv, People Soft, Venture, SQL, RSSI and E-Commerce.

. Performed QA and UAT unit testing to insure that all business needs

and expectations are achieved.

. Providing documentation, project tracking and management reporting.

. Helped trouble-shoot business applications as added effort to preserve

the quality and reliability of the business systems.

Customer Service Supervisor

03/01 - 04/02

Responsible for providing instruction and development for 20-25-customer

service representatives at any given time, inside a call center

environment.

. Handled escalated issues to resolve customer and employee concerns.

. Gave monthly performance reviews to various levels of management and

all team members.

. Organized and scheduled weekly team meetings.

Senior Customer Service Representative

02/00 - 03/01

Provided excellent customer service to all customers by resolving billing

issues, processing payments, and answering general home loan and mortgage

questions.

. Interacted with different departments in order to resolve various

customer issues and concerns associated with individual accounts.

. Investigated and researched mortgage and title policy documents

through company imaging system.

Education

Vista Junior College, Berkeley, CA.

09/90 - 11/92

Major concentration History and World Travel

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