Customer Service Quality Assurance

Cynthia Pyburn

**** **** *****, ****** *****, ***32 (Home) 972-***-****

Email:*******@*******.***

QA Test Engineer/Billing/Collector/Customer Service Representative

Professional Profile:

Project Management, Identified Business Process Improvement, Staffing &

Scheduling, Trained New Employees Resource Planning & Allocation Multi-

Project Administration Managed Special Projects, Product Development

(Software, QA, Documentation) Created Test Cases/Test Plans,

Traceability Matrixes, Requirement Reviews, Project Overviews, Billing

Specialist, Trained New Employees, Analyzed & Managed Variable Cost

Level & Analyze Billing Data, Customer Service and Technical Support,

Call Center, Collected on Commercial/Residential Accounts, Service

Delivery Systems and Quality Management.

Professional Skills:

Quality Assurance, Software Testing, Business Analyses, Telecom

Billing, Collections, Customer Services

Trainer, typing, 10-key by Touch, Data Entry, Excellent Written and

Verbal Communication

Professional Experience:

Contract Assignments 8/00 - 5/2011

Magic Workforce Solutions

Assistant Recruiter - Responsibilities include the following Answered

phones, submitted job postings on various sites, sourced resumes for

qualified candidate, prescreened qualified candidates, submitted updated

resumes and prescreened questionnaires to the manager for review,

scheduled face to face interviews, confirmed start dates, managed the on

boarding process which consisted of forwarding all prescreen documentation

to be reviewed and signed by the candidate. I was also responsible for

ensuring that all documentation was compliant, ensured that candidates was

eligible to work in the United States, ensuring that candidate met the

background, drug screen and employment verification requirements, in

addition to providing candidate status for each client.

On Target Supplies and Logistics

Data Analyst - Performed audits on companies' annual payroll, benefits and

employees' time, assisted with testing and monitoring HR software, provided

customer service and administrative support. Performed Open Enrollment

Audit's for various Client's which included validating Benefit Plan Types

for Medical, Dental, Vision, LTD, STD, FSA, Basic Life and Supplemental

Life. I also validate Employee Eligibility, Rate Structure, Class, and

taxes. I also created Quick Reference documentation and step by step

instruction for Share Point and the Benefits.exe applications, in addition

to providing Customer Service and Administrative support.

Pro Collect Inc.

Recovery Rep/Collector - Collecting on debts for Apartment complexes,

Health Care providers and Credit Card companies etc. Make outward contact

attempts to debtors who are delinquent on their payments to educate them on

their account terms and secure payments. Negotiate full balance repayment

and promote repayment programs or settlement plans. Take incoming calls

from debtors, performing skip trace activities on delinquent accounts via

Accurint, processing various methods of pay such as Credit Card, Debit and

Check by Phone via Payment Gateway system. Worked on auto dial system

Spherion Staffing - Call Center

Software Tester

Cap Gemini - Performed manual testing on various software applications, IVR

Phones and call routing, created test cases, executed manual test,

identified and reported defects, participated in requirements review

process, worked closely with Business Analyst to ensure that requirements

were being met, trained and facilitated offshore IVR testing, published

testing results, updated testing status, and participated in the

documentation initiative.

TEK Systems

Quality Assurance Analyst

Think Cash or Pay Day One - Performed manual web testing on four web sites,

created and executed manual test, identified and reported defects, worked

with developers to resolve defects, determined level of effort, produced

daily and weekly status reports, attended various meetings and ran SQL

queries to execute and/or validate test.

TEK Systems

Quality Assurance Analyst

Penson Financial Services - Performed Web, System, UAT and Regression

testing, created and executed test cases, documented test results,

identified and reported defects, determined level of effort, Ran SQL

queries to obtain customer data, Negotiated for UAT signoff, updated daily

and weekly status reports.

Direct Sourcing Services

Quality Assurance Tester

Cingular Wireless - Performed Middle Ware Testing, created test cases,

project overview, executed manual test, log validation via UNIX, ran

SQL queries to obtain customer and/or test validation, identified and

researched defects, performed data analysis, updated status reports,

trained new hires and worked closely with Developers and Project

Managers.

Odyssey Information Services

Quality Assurance Tester

Southland Corporation, 7-11, Inc. - Performed regression/ integration

testing on Point of Sales Software, performed GUI and database testing,

wrote and executed test cases via Test Director, identified and researched

defects, opened defects/PM tickets via Test director, ran SQL queries for

test validation and produced weekly status reports, attended various

meeting and conference calls.

Kforce Professional Staffing

Project Manager

Southwestern Bell - Managed special projects for billing and collections,

reviewed vender contracts, provided sign off for marketing messages,

coordinated implementation schedule for new marketing messages, worked as

liaison between the Billing and IT department, resolved project issues,

attended various meetings and conference calls.

XO Communication (formerly Nextlink)

6/00 - 10/01

Software Test Engineer - Created test cases/ test plans, executed test,

identified and researched defects, opened defects/PM tickets, performed

system and integration testing with Remedy application and worked closely

with developers and project manages, participated and requirement review

meetings, produced daily and weekly status reports, attended various

meetings and conference calls.

Excel Communications (Lay Off) 6/99 - 8/00

Project Specialist - Managed special projects, identified, researched and

resolved project issues, gathered requirement, produced requirements

document and negotiated sign off, facilitated User Acceptance Testing,

created test cases/test plans, produced test schedules and test results,

produced daily and weekly status reports, participated in Change Control

process, train employees during UAT testing, attended various meetings and

conference calls.

GTE Communications Corporation (Lay Off) 5/98 -

6/99

Billing Coordinator - Received and balanced all incoming files for

production of long distance billing, tracked/monitored daily production and

reported results, identified errors, trouble shoot, repaired problems and

resubmitted records to be processed, analyzed variable cost levels

components,

analyzed cost performance against contracts and tariffs.

Sprint Communications - Call Center 8/89 -

8/98

Business Customer Service Representative/Billing Analyst II - Maintained

Customer Base, received inbound calls from assigned customers, answered

customer inquiries, resolved product and billing issues, contacted customer

to resolve delinquent accounts, established and maintained payment

schedules, negotiated payment arrangements, documented payment

arrangements, entered trouble tickets for technical issues, processed

customer request, followed up on customer orders and maintained customer

files.

Performed assessments and analysis on billing data to insure integrity of

the billing process, identified potential customer impacts, determined

level of effort for various projects, attended Product Walk Through

meetings, assisted with monthly migration for the Tables group, updated

tables, verified products, provided sign off, researched and resolved PM

tickets, identified and implemented business process improvements,

participated in panel interviews and trained new hires,

attended/facilitated various meetings and conference calls.

Zale Corporation - Call Center 6-93 -

11-93

Auto Dial Collections Supervisor (Part-Time) Managed nine to ten non-

exempt employees, guided and train new hire employees on Fair debt

collection practice act and the collections software, assisted collectors

in research of their problem accounts, handle escalated calls, counseled

employees in areas that needed improvement, tracked attendance, recognized

employees who exceeded the customers' expectations, monitored and assisted

with follow up activities, monitored phone calls for quality assurance and

productivity. I also prepared weekly and monthly reports and spreadsheets

that reflect the performance and progress of my team.

Education

University of Phoenix, Dallas Texas 2002-

2003

E-Business & Management

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