Customer Service Quality Assurance

T heresa LaMora * H illsboro, OR * 503-***-**** * t *****@*****.***

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Objective:

Seeking a position in Customer Service where my extensive experience will be fur ther

developed and utilized.

Experience:

Technician Support Specialist I

I dea In tegration Corp / Dallas, TX

Contractor for Verizon

11-2005/6-2011

Working as a Quality Assurance Tester, responsible to test system applications: CORBA

i nterfaces, Registry interfaces, XML; from Business and System Requirements. Writing

Test plans and cases, working directly with Architects and Developers to make sure every

scenario/description was covered prior to implementing a project. Leading a team of

testers, coordinating efforts with Project Managers via same time chats and/or bridge calls

d uring the duration of any given project. Identify any bugs within code, t racking, following

u p with developers. Regression testing to make sure the code fix did not break any existing

code and deadlines for projects were successfully met.

I p rovided customer service to clients, internal departments and developers accessing data

i nformation, answering questions, t racking issues via e-mails, chats and by conference calls.

P rovisioning Support Technician

Verizon / Beaverton, OR

2-1988/5-2003

Responsible for Customers t rouble reports, dispatching service orders, t rouble tickets, cable

cuts, and/or locates. Assigned facilities to Customer Service Orders; ran jumpers on the

f rame in the Central Office. Provisioning Customers voice and data in Class5 switches.

C reated job aids for the Northwest, t rained employees in new system applications. Worked

as a Lead, analyzed t rouble and created root cause reports.

E ducation:

• Hillsboro High School - Graduated 1984

• In t ro to Telecommunications

• Customer Services Sales

• DMS100 Course

• AT&T Keyboard t raining

• PACE Certification

Computer Skills:

M icrosoft Word, Excel, Outlook Express

M icrosoft Windows XP

M icrosoft Office XP Professional

Additional Skills:

Ability to work well within teams and foster teamwork

Data; Record Keeping

Dependable

Detailed Oriented

E fficient

Flexible

Hands-on and pro-active

Independent worker

I ni tiates new challenges, responsibili ties

Reading, wri ting in English

Speaking, listening in English

D

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