Customer Service Quality Assurance

Amanda L. Green

*** ********** **** #**, ***** Portland, ME 04106

207-***-**** **********@*******.***

Professional Objective

Seeking a testing position with leadership responsibilities and

opportunities to achieve and exceed corporate software quality

goals.

Summary OF QUALIFICATIONS

. 6 years experience with web-based business to business

electronic payment and remittance solutions

. Exceptional trouble shooting, communication, multitasking,

customer service and team management skills

. Proven ability to write test plans incorporating QA

methodologies and processes

. Strong software quality engineering skills

Professional Experience

Quality Assurance Engineer

September 2009 - Present

Bottomline Technologies, S. Portland, ME

June 2006 - September 2009

Bank of America, S. Portland, ME

(Bottomline Technologies acquired the PayMode product from Bank

of America)

. Team lead on planning, estimation, prioritization and

scheduling new client work, enhancement, and bug fixes

. Document processes and standard operating procedures and

provide coaching and mentoring to new QA engineers

. Develop test plans based on new product requirements and

specifications including creating and writing manual test

scripts based on business requirements and compiling a test

suite of over 90 client files for automation processing of

existing functionality

. Interpret testing results, identify trends and communicate

appropriately as well as trouble-shoot problems identified

and communicate to the project leader, manager and

development team

. Retest bugs and enhancements and properly identify potential

impacts on other system components

. Provide production support to internal and external business

clients

Customer Support Specialist

October 2004 - June 2006

Bank of America, S. Portland, ME

. Provided day to day account servicing and resolution via

telephone and email for clients of the PayMode product;

assisting with website navigation, browser configuration, and

product functionality

. Followed bank established procedures and guidelines to ensure

risk mitigation

. Initiated daily payment processing of Wire and ACH payment

transactions

. Ensured client payment files were processed in a timely manner

which at times required aggressive follow-up with internal

departments

. Maintained all appropriate written and database documentation

within CRM application

. Trained, educated and mentored other customer support

specialists

Office Support

August 2003 - June 2004

Hancock Lumber, Casco, ME

. Provided support for in-house sales and marketing teams

. Processed customer invoices to be ready for pickup or delivery

. Played the role of hostess on the phones and with visitors to

the office

. Recognized as a 'Rising Star' - a companywide leadership

program

Web Content Assistant

January 2003 - May 2003 Roger

Williams University, Bristol, RI

. Worked with external agency to implement new templates and

content to various departments of the University website

upgrade

. Performed training sessions with University faculty and staff

demonstrating the use of Microsoft Content Management Server

. Provided support and assistance to all incoming calls to the

web integration help desk which consisted of all levels of

troubleshooting

. Logged all support calls in a call tracking application

Education

Roger Williams University, Bristol, Rhode Island

1999-2003

Bachelor of Science, Computer Information Systems

Technology

. SQL: Toad, SQL Navigator

. UNIX: Putty, Tectia

. Silk Central

. Mercury Quality Center

. Microsoft Office Suite

. UltraEdit

References

Available upon request.

Contact this candidate