Quality Assurance Customer Service
Resume:
** ****** **** ***** *. Conti H
Shrewsbury, MA 01545 ******@*******.***
C - 617-***-****
Professional Summary:
An accomplished professional focused on all aspects of the client support
experience of complex software systems. A highly motivated leader and
team player, skilled at recruiting, managing and motivating a team of
software support professionals while implementing process improvements to
departmental operations. Continuously driven to receive feedback, deliver
services/tools and surpass customer expectations, while profitably meeting
the company objectives.
Professional Experience:
Eagle Investment Systems (subsidiary of BNY/Mellon), Newton, MA
2009-2010
Global Support & Services Operations Manager
. Appointed to this position to assess and create new processes and tools
to establish and maintain service and support excellence.
. Inventoried internal and external tools and documentation to determine
the critical areas for improvement and compliance.
. Solicited executive management feedback to determine content data for
tracking and reviewing key financial and operational metrics.
Consequently, created a monthly Eagle Board Book with supporting
statistics and content. Ultimately rolled up to the Mellon Division
head for review.
. Created compliance log to identify content owners of the Book of
Records. Book of Records included critical proprietary client
information and contractual data.
. Gathered and responded to client requests to provide transparency to
issue status, availability, etc. This resulted in a major upgrade of
the existing client portal via Microsoft's SharePoint.
. Initiated the process to create client service bulletins to proactively
inform customers of critical product issues.
. Scheduled timeline availability of product updates, release schedules
and other content management to the client portal.
Eagle Investment Systems (subsidiary of BNY/Mellon), Newton, MA
2006-2009
Global Support Manager, (Support Centers in US, India & London)
. Recruited to join the organization to manage the global support
department and provide leadership and direction to implement support
best practices.
. Assessed the departmental structure, resulting in a roll-out of a new
tiered support organization to effectively and efficiently support six
discreet product lines, for global customers, 24x7.
. Managed and developed a team of 15-20 support professionals, across US,
India and London. Create and deliver performance reviews.
. Escalated critical product issues to development, prioritized and
tracked the targeted completion date and communicated to customer.
. Implemented a prerequisite checklist and structured process to
transition customers from Implementations Services (GPS) to Support.
Collaborated with, and trained GPS personnel on the process.
. Traveled to India to evaluate, monitor and educate team members on US
protocols, company objectives and customer reviews while understanding
local Indian customs.
. Built and cultivated customer relationships to foster long-term
partnerships of highly satisfied and referencable customers.
SSAGlobal Corporation (formerly, Invensys Inc. & Marcam Solutions), Newton,
MA 2000-2005
Customer Support Manager, North America & Latin America
. Managed application support teams in North and South America,
generating $10 million in annual revenue.
. Directed offshore (India) Customer Support Development team to ensure
high quality and timely deliverables of issues according to the
customer's SLA's.
. Supported the annual Customer Satisfaction survey conducted via a 3rd
party provider, achieved 97% satisfaction in 2004.
. Evaluated customer feedback from survey and implemented programs to
respond to process improvements.
. Collaborated with the Marketing Team to create a Customer Retention
Program.
. Proactively managed day to day activities of the customer center
application teams, monitoring the turnaround of cases and tracking
priority issues to resolution.
. Specialized in the enhanced, core product functionality and served as
the internal expert. Transitioned knowledge to team members to spread
information flow and provide effective support.
. Audited case work to verify workmanship standards, provide product
expertise when required to assist in case resolution.
Quality Assurance Group Leader
1994-1999
Product Development
. Analyzed the scope of all elements of a client/server based software
product release, resulting in the creation and management of a project
plan.
. Created the Quality Assurance project strategy document per project.
. Acted as application expert for the entire organization by creating and
administering pre-release educations for new product features and
functions.
. Trained team members in the areas of (GMP) good manufacturing practices
and Quality Assurance Methodology. Reviewed and approved QA Analysts'
auto test suites (via Segue's QA Partner Software).
. Supported departmental continuous improvement efforts by creating both QA
and product specific testing techniques documents.
. Organized and prepared weekly defect triage reports and project status
reports.
Group Leader/Senior Application Analyst
1990-1994
Customer Support
. Escalation point contact for critical customer issues.
. Supervised and assisted team members to ensure timely resolution of
customer issues.
. Worked with management to ensure efficient organizational setup in order
to provide high quality customer service.
. Provided expert application, technical and problem solving support on a
software customer response line for 1200 customer sites worldwide.
Northrop Corporation, Precision Products Division, Norwood, MA
1987-1990
Senior Program Coordinator - Purchasing Department
. Ensured government programs were being met with regard to schedules,
deadlines, quality, costs and audits, among other considerations.
. Managed and administered a major subcontract ($3.2 million) awarded to a
vendor in conjunction with a large development project.
Galileo Electro-Optics Corporation, Sturbridge, MA
1982-1987
Senior Buyer - Purchasing Department
. Managed a $7.5 million annual buying responsibility for production and
R&D operations (45% of corporate total).
Education:
Norwich University, Northfield, Vermont
Bachelor of Science in Business Administration
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