Customer Service Quality Assurance
Resume:
BIOGRAPHY
Name: Andrew Gordon Seago
Address: ***** **** **** ******, ****** City, MO 64133
E-mail address: *********@*******.***
Mobile Phone: 816-***-****
Social Security Number: ***-**-****
Date of Birth: 11/18/1980
Country of Citizenship: United States
QUALIFICATIONS
Resourceful and dynamic technical professional with over three years of IT
experience. Consistently identified by clients as the critical player in
project successes. Recognized as a creative thinker by team members and
senior management; willing to exhaust all avenues to deliver a high quality
product to the client in a timely fashion. Strategically and cost
effectively utilize technology in alignment with corporate goals.
Consistently improve delivery times and service levels while reducing
costs. Persistent and driven; graduated with honors while working a part-
time job. Well versed in areas of organization, workflow, strategic
planning and communication abilities.
PROFESSIONAL HIGHLIGHTS
National Insurance Producer Registry, Quality Software Engineer, February
2007 to June 2009
2301 McGee Street, Suite 800, Kansas City, Missouri 64108-2662
DUTIES
Decided test strategies, designed test plans and performed application
testing for posted tickets under strict deadlines. Performed information
gathering from business analysts (BAs) and acted as a liaison between
quality assurance (QA) and BA management teams. Oversaw and trained
consultants and interns over database management and software quality
engineering (SQE) testing procedures, methodologies and application
software. Performed unit, system, integration and end user acceptance
testing.
Challenged to improve productivity and reduce costs through improved use of
technology. Utilized in-house SQE training methodologies and collaborated
with department managers to analyze and document process and system
workflows. Authored plans to improve unstable environments and minimize
development down times to help further increase work productivity.
Wrote Selenium IDE automation testing scripts and medium to complex SQL
queries on a daily basis. Utilized Lotus Notes on a daily basis which
involved maintaining a day-to-day calendar, scheduling meetings, e-mail
folder organization and working flagged help desk tickets. Proficient with
white box, black box, cluster, regression and load testing methods.
JOB-RELATED HONORS, AWARDS & SPECIAL ACCOMPLISHMENTS
. Slashed manual testing times by 20 man hours/week with resultant
reductions in overhead costs.
. Implemented and attached automated scripts in posted tickets which
amplified efficiency by reducing the overall amount of verbal
interactions between QA and DEV teams by 70%.
. Proposed testers have weekly meetings with management which decreased
the amount of troubled tickets by 20%.
. Proposed all testers convene with architects in the project prototype
design phase. This led to improved strategic planning early on which
reduced production code rollbacks and delivery times of the final
product by 15%.
. Identified, tracked and facilitated in resolving over 300 showstoppers
within a three-month time span while working on a four-year, $12M
dollar budgeted, re-engineering project.
OTHER JOB REQUIREMENTS & QUALIFICATIONS
Required to attend in-house workshops to help further increase technical
and professional knowledge. Required to have the ability to test from home
after hours at least once a month.
HOURS WORKED
Full-Time: 37.5 hours/week, (Exempt Position)
Supervisor's Name: Courtney Murray
Supervisor's Telephone Number: 816-***-****
Starting Pay: $36,000.00 Annually
Current Pay: $38,700.00 Annually
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Mazuma Credit Union, Programmer Specialist, September 2005 to May 2006
9300 Troost Ave., Kansas City, Missouri 64131-3000
DUTIES
Developed and maintained programs while closely following the SDLC.
Utilized RepGen to implement and execute recurring batch reports in an
automated logistics database. Designed and maintained clear documentation
for development projects and daily operation procedures. Documented and
archived all development files for future extraction and processing.
Designed statistical graphs/charts and processed flowcharting while
utilizing Rational Rose Enterprise, MS Visio & Excel.
Primary point of contact for help desk requests to resolve hardware &
software issues. Prepared routine and non-technical responses to inquiries.
Researched and resolved user concerns/problems via Windows XP remote
desktop control feature and performed troubleshooting on night processing
operations as needed. Provided on-call support after hours with the
ability to login via VPN from home to quickly resolve issues. Maintained a
personal calendar for appointments, vacations and absences. Scheduled
department meetings, kept an inventory of department supplies and routinely
requested re-orders.
JOB-RELATED HONORS, AWARDS & SPECIAL ACCOMPLISHMENTS
. Implemented and executed highly efficient batch reports which
decreased daily processing times by 30%. Batch processing times
dropped from 10 hours to 7 hours.
. Prioritized development projects to meet strict deadlines with
resultant reductions in overhead costs.
. Researched and resolved 110 issues in a one-month time span while
working on 6 development projects.
. Assisted IS department manager with a $5K hardware/training budget.
OTHER JOB REQUIREMENTS & QUALIFICATIONS
Required to watch in-house training videos 5 hours/week to help further
increase technical and professional knowledge. Required to have high-speed
internet access at home so troubleshooting after hours could be completed
in a timely and effective manner via VPN. Required to be on-call after
hours and carry a cell phone at all times.
HOURS WORKED
Full-Time: 40 hours/week, (Exempt Position)
Supervisor's Name: Mac Petras
Telephone Number: 816-***-****
Starting Salary: $31,000.00 annually
Ending Salary: $33,000.00 annually
On-Call Pay: $1.75 per/hour
Overtime Pay: Time-and-a-half was compensated if physically worked over 40
hours/week.
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Sweeney Recreation Center, Lifeguard/Swim Instructor, June 2004 to May 2007
5100 Rockhill Road, Kansas City, Missouri 64110
DUTIES
Patrolled pool and adjoined areas, maintained order of swimmers and
visitors, detected and responded to violations/hazardous situations.
Enforced and adhered to pool rules and regulations. Rescued swimmers in
danger of drowning, examined injured individuals, administered first-aid
when necessary and filed incident reports. Taught adult swim lessons and
trained swim instructors over different teaching techniques.
Monitored, determined and recorded chlorine content and pH values of water
while utilizing a water testing kit. Inspected facility for cleanliness;
conducted general pool cleaning and maintenance duties. Followed an
emergency action plan and procedures established in the event of an
emergency. Maintained knowledge of approved water rescue methods and
specific medical first-aid techniques.
JOB-RELATED HONORS, AWARDS & SPECIAL ACCOMPLISHMENTS
. Accomplished teaching 18 adults how to swim comfortably over a one-
month time span.
. Prevented 3 drownings from occurring in one summer.
OTHER JOB REQUIREMENTS & QUALIFICATIONS
Upon employment, applicants must pass a swim test of 500yds. in under
9mins. Applicants also need to be able to retrieve a 10lb. brick submerged
12ft. underwater. Mandatory all staff meetings were held every six months
to address new policies and regulations, customer service skills and
CPR/lifeguarding activities. Responsible for the availability and
safekeeping of emergency equipment (rescue tubes, backboards, signs and
other equipment). Required to maintain an ability to react quickly and
calmly in emergency situations. Required to maintain an ability to
exercise tact, firmness and good judgments when enforcing facility policies
and regulations. Obligated to maintain a hospitable attitude toward
visitors and customers and assure they will have a safe and enjoyable
experience.
HOURS WORKED
Note: I worked full-time during the summer & part-time during fall/winter
semesters.
Approximate hours worked on a part-time basis: 20 hours/week.
Full-Time: 40 hours/week, (Non-Exempt Position)
Supervisor's Name: John Aust
Telephone Number: 816-***-****
Starting Pay: $7.50 per/hour
Ending Pay: $7.50 per/hour
Instructor Pay: $10.00 per/hour
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First Federal Bank, Bank Teller, April 2003 to January 2004
9330 East Gregory, Raytown, Missouri 64133
DUTIES
Received cash and checks for deposits, verified amounts and examined checks
for endorsements. Cashed checks and disbursed monies after verifying
signatures, endorsements and customer account balances. Performed data-
entry on highly sensitive financial information and issued computer-
generated receipts to customers. Processed treasury, tax and loan
payments. Collected loan payments and placed holds on accounts for
uncollected funds, according to organizational procedures.
Sold official instruments which included cashier's checks, traveler's
cheques, and money orders. Educated customers about financial services.
Promoted the sale of bank products and cross-sold existing services to
customers. Ensured regulatory requirements such as check kiting were
adhered to. Screened and directed incoming customer phone calls.
Maintained and balanced a cash drawer daily. Used 10 key to process
monetary transactions. Assisted management with cash drawer audits and
performed nightly closing procedures which Included: Placing processed
checks in the night box, locking the vault, searching and locking all doors
and programming the facility alarm system.
JOB-RELATED HONORS, AWARDS & SPECIAL ACCOMPLISHMENTS
. Executive recognition for being the most accurate teller, accomplished
being only $2 dollars off balance the whole time I was with First
Federal Bank.
. Obtained the most customer referrals for new checking accounts two-
months in a row.
OTHER JOB REQUIREMENTS & QUALIFICATIONS
Mandatory weekly meetings to address customer service skills, first federal
policies, recent robberies and new activities. Upon employment, all
tellers were required to pass a keyboarding/10 key typing exam with a score
at or above 40 wpm.
HOURS WORKED
Note: I worked full-time during the summer & part-time during fall/winter
semesters.
Approximate hours worked on a part-time basis: 30 hours/week.
Full-Time: 40 hours/week, (Non-Exempt Position)
Supervisor's Name: Erica Woods
Telephone Number: 816-***-****
Starting Pay: $9.00 per/hour
Ending Pay: $9.10 per/hour
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Mazuma Credit Union, Member Service Representative, April 2001 to March
2002
9300 Troost Ave., Kansas City, Missouri 64131-3000
DUTIES
Served as a temporary intern which helped me gain valuable cash
handling/customer service skills. Provided teller and customer services in
the drive-thru, assisted in mail and drop box loan payments, assisted
customers over the telephone with account balance inquiries, filed account
cards and provided data-entry on highly sensitive financial information.
Learned what it's like to work in a fast-paced environment. This position
allowed me to gain valuable analytical problem solving skills coupled with
building strong leadership/communication abilities.
JOB-RELATED HONORS, AWARDS & SPECIAL ACCOMPLISHMENTS
. Accomplished and further developed special skills related to the
financial industry which Included: cash handling, customer service,
multitasking, data entry, communication and decision making skills.
OTHER JOB REQUIREMENTS & QUALIFICATIONS
Required member service representative meetings were performed periodically
to address suspicious activities and new policies. Customer service
workshops were held periodically and were mandatory for all member service
representatives.
HOURS WORKED
Note: I worked full-time during the summer & part-time during fall/winter
semesters.
Approximate hours worked on a part-time basis: 30 hours/week.
Full-Time: 40 hours, (Non-Exempt Position)
Supervisor's Name: Cathy Solomon
Telephone Number: 816-***-****
Starting Salary: $10.00 per/hour
Ending Salary: $10.50 per/hour
EDUCATION
. B.S. in Information Technology, University of Missouri - Kansas City,
05/2005
. 148 Total College Semester Hours, Cumulative G.P.A: 3.25 on a 4.0
Scale
. Familiar with SOAP notes & medical terminology abbreviations and
symbols; currently studying the Korean language.
. Raytown High School, 6019 Blue Ridge Blvd., Raytown, MO 64133
Major: Computer Science
Degree Received: High School Diploma
Date Received: 05/1999
Cumulative G.P.A: 3.4 on a 4.0 Scale, Graduated 56th out of 288
students
CERTIFICATIONS / AFFILIATIONS
. American Heart Association AED Heartsaver Certification 05/2008
. ASTOB Software Quality Engineering Certification 05/2008
. ProTech Advanced SQL Certification 11/2007
. ProTech Basic SQL Certification 09/2007
. Member of Greater Kansas City Quality Assurance Association (KCQAA)
. Member of American Physical Therapy Association (APTA)
TECHNICAL ACURMEN
. Professional experience with the following software: Microsoft Office
Suite (Word, Excel, Access, PowerPoint and Outlook), Lotus Notes,
Selenium IDE, SQL Navigator, Slick Edit, Ultra Edit, MS Visio,
Rational Rose Enterprise and Track-IT/Tracker. Demonstrated
proficiency with the following programming languages: C++, HTML,
OpenGL, RepGen, SAL and C#.
. Demonstrated proficiency with the following hardware: Printers,
Linksys Wireless-G Broadband Routers, Switches, Modems, VPN Tokens,
Adding Machine/Calculator and Typewriters. Ability to clean and
handle desktops/servers and other computer hardware.
SELECTED ACHIEVEMENTS
. Dean's List at Robert H. Flarsheim School of Computing and
Engineering.
. Dean's List at Henry W. Bloch School of Business and Public
Administration.
. President's Honor Roll at Kansas City Kansas Community College.
. Selected to be a tutor in Human Anatomy & Human Physiology.
RELEVANT COURSEWORK
. Introduction to Operating Systems
. Software Engineering
. Introduction to Oracle Database Management Systems
. Accounting Principle
. Business Administration
. Multimedia Production and Concepts
. Data Structures & Algorithms
. Introduction to Computer Graphics
. Introduction to Computing Management
. Programming Languages: Design and Implementation
. Introduction to Computer Architecture
. Leadership in Human Systems
. Fundamentals of Effective Speaking and Listening
. Introduction to Military Operations
. Nursing Assistant
. PTA Clinical Skills
. Fundamentals of Treatment Procedures
. Musculoskeletal I
. Introduction to Radiologic Technology
Other KNOWLEDGE, SKILLS & ABILITIES (KSA's)
I Possess over two years of professional clerical/administrative work
which Includes: Managing compiling and archiving reports, ordering
office supplies, providing desktop/server hardware maintenance, ESI
telephone systems, utilizing office automation tools, reviewing incoming
and outgoing correspondences, scheduling meetings, recording and taking
minutes during meetings and performing data entry on highly sensitive
data.
I have the ability to type 50 words per minute while using proper
grammar, spelling and punctuation with 3 or fewer errors in a five-minute
time span. I have college training with medical admissions, transfers
and discharging procedures. I had the opportunity to go on a two week
clinical at a local nursing home in order to fulfill coursework
requirements. The clinical consisted of gathering and analyzing patient
information and providing certified nursing assistant services.
Contact this candidate