Manager Quality Assurance

Michael Rivera

**** ***** **** *** **, Atlanta, GA 30319

Phone: 843-***-**** Email: *********@***.***

Overview Well rounded professional with over 10 years of experience in

management of client services activities and areas of product

planning, testing, implementation and support. Experienced in

participation of full product development cycles as

user/customer/usability advocate.

Strong planner and problem solver who readily adapts to change,

works independently and exceeds expectations. Able to juggle

multiple priorities and meet tight deadlines without compromising

quality.

Key Strengths: Exceptional communication, problem solving and

decision making skills. Flexible, self-motivated, organized,

creative and computer literate.

Experience 2007-2011 Client Services Manager

Worktopia, Inc., White Plains, NY

Client Services: Managed the customer and supplier support

departments ensuring product worked as designed and clients were

satisfied with product and service. Oversaw a call center which

provided customer support/reservation duties for a major corporate

partner.

Quality Assurance: Analyzed business and system requirements,

managed development of specifications to create and executed

detailed test plans, logged bugs and verified fixes. Performed QA

duties in development, UAT and deployment environments.

Project/Implementation Management: For corporate and large channel

partners, conducted product demos, created and managed

implementation plans and served as the primary point of contact for

all clients from contract, implementation to adoption stages.

2004-2007 Quality Control Specialist

B&C Company, Inc., Myrtle Beach, SC

Office Manager: Managed the timeshare group's accounts

payable/receivable ledgers, manager's checkbook, petty cash

reconciliation, office equipment, supplies and inventory.

Reservations Supervisor: Handled timeshare owner escalated issues

and managed sampler, marketing and fixed week reservations.

Supervised, hired and trained a reservation staff of 6 employees and

was responsible for managing properties' inventory.

Marketing/Sales Administration: Performed general clerical duties

including data entry, preparation of correspondence, contract

creation and led sales/marketing campaigns.

1999-2003 Night Auditor/Shift Manager

Sandcastle Resorts, Myrtle Beach, SC

Auditing: Responsible for the balancing of daily receipts, close out

of computer systems, credit card batch settlement and front desk

operations. Prepared daily audit reports and work assignments.

Front Desk Shift Manager: Ensured guest satisfaction, enforced hotel

policies and supervised/trained front desk, maintenance and security

personnel.

1994-1998 Maintenance Administrative Supervisor

U.S. Navy, Marietta, GA

Control Center Supervisor: Supervised and trained a staff of 3

full-time employees, 6 reservists and conducted QA manual

inspections for 12 work centers. Received zero discrepancies on all

work center inspections.

Logs & Records: Maintained 36 aircraft logbooks and was responsible

for the incorporation of modifications to aircraft and support

equipment. Responsible for managing a master technical publications

library of over 100 documents.

Maintenance Control: Issued and tracked all special inspections for

12 F18 aircraft, 22 pilot gear, 36 fuel tanks and over 300 support

equipment pieces.

Education 1994-1996 Maintenance Administration

U.S. Navy, Jacksonville, FL

1991-1994 High School Diploma

Seward Park High School, New York, NY

References are available on request

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