Customer Service Quality Assurance
Resume:
DANIEL A. ANTAL
Wilmington, DE *9806
*******@*******.***
TECHNICAL EXPERIENCE
Microsoft Suite Call Management System (CMS)
HP Quality Center for Mercury SourceSafe
Rational ClearQuest Macintosh
SQL Lotus Notes
BACKGROUND SUMMARY
Experience at an industry leading Fortune 500 company. Expertise includes web-based systems quality
assurance testing, user acceptance testing, creating functional documentation, sales, operations, people
and project leadership. Independent and well-organized planner bringing an accomplishment oriented
track record, strong work ethic, superior communication, and analytical skills to each task at hand.
PROFESSIONAL EXPERIENCE
Metavante Lending Solutions, Wayne, Pennsylvania January 2008-Present
Quality Assurance Analyst II
Create and execute test scripts for a .net website using Mercury TestDirector and Quality Center.
Identify, report, and seek prompt resolution to defects.
Key tester for significant Government mortgage loan project.
Knowledge of automated testing – Quick Test Professional
Work closely with Business Analyst and Developers to clarify and enhance client technical and
functional requirements.
Computer Aid Inc., Wilmington, Delaware 2005-November 2007
Quality Assurance Analyst II
Defined, developed and executed robust test scripts for a .net website at a student loan services client
utilizing HP Quality Center for Mercury and Rational ClearQuest. Identified, reported, and sought
prompt resolution to numerous defects.
• Key tester for significant projects.
• Traceability matrices were used as department standard throughout projects.
• Selected as a QA department representative for client’s “heavy lifting” requirements remediation.
• Quickly gained client’s trust and served as proxy for Senior QA Lead at numerous meetings
reporting deliverables and providing updates as needed.
• Communicated extensive feedback to Business Analysts and Developers resulting in enhanced
and more clarified functional requirements.
MBNA America, N.A., Wilmington, Delaware 1997-2005
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DANIEL A. ANTAL (continued)
Testing Manager 2004-2005
Developed and executed system testing utilizing Mercury TestDirector and SQL queries. Key
troubleshooter for new end user system development.
• Managed customer disclosure setup for pilot program forecasted to reduce expenses by $800,000
and provide $6 million annual savings resulting in on-time and on-budget implementation to
bank wide population of approximately 50 million customers.
• Go-to resource and key troubleshooter for mainframe system and credit card production testing,
managing the analysis and timely resolution of defects utilizing Mercury TestDirector.
Selective Statement Insertion Manager 2004
Directed the efforts of production team to exceed goals for monthly marketing piece campaigns.
• Mentored direct reports and peers in creation and execution of SQL queries.
• Exceeded bank wide annual marketing piece volume plan by 3% and multimillion dollar revenue
plan by 2.6%.
• Conducted biweekly one on one career development meetings with direct reports.
Project Manager 2002-2004
Managed the development of business requirements, testing and implementation of various projects
while concurrently resolving ad hoc production issues.
• Led the testing and implementation for bank wide PO Box Expansion Project enabling payment
processing area to more efficiently prioritize payments.
• Managed the testing and implementation of audit related project ensuring timely statement
mailing.
• Ensured adherence to contractual obligations as bank wide go-to resource for logo installation
process and acted as a liaison between the business and technical systems groups.
• Maximized revenue and minimized postage expense by spearheading extensive analysis of
prioritization strategy for statement package weights culminating in onsite work at TSYS.
• Promoted to Senior Project Associate within 9 months.
Customer Satisfaction Automation Manager 2002
Managed the testing and implementation of various projects related to customer service system.
• Performed User Acceptance Testing to ensure successful installation of projects related to
companywide customer service system.
• Met aggressive deadline and maximized revenue through management of education process
between business areas for new system.
• Proactively identified and addressed several potential setbacks in new bank wide system testing.
Schedule Optimization Analyst 2000-2002
Analyzed staffing optimization, forecasted call volume, and completed reporting for multiple call centers.
Served as mentor to new team members and expedited learning curve by formalizing education process
through process review and redesign.
• Completed staffing optimizations potentiating $2.5 million in FTE savings.
• Recommended several voice response unit (VRU) enhancements resulting in 282,500 additional
completed calls and $700,000 cost savings
• Forecasted call volumes for various call centers achieving call volume, staffing, and average
handle time (AHT) goals.
• Increased revenue and decreased downtime through call center flex scheduling management.
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DANIEL A. ANTAL (continued)
• Mentored new Schedule Optimization Coordinators and facilitated department presentations
• Formalized new Schedule Optimization Coordinator education.
Operations Support Analyst 1999-2000
Maximized calling hours for seven call centers through real time call volume and staffing level analysis.
• Managed card activation call volume for Northern, Mid-Atlantic, and Southern sites achieving
average speed of answer and adherence goals.
• Identified and resolved system constraints utilizing appropriate LAN resources to maximize
calling hours.
Customer Activation Specialist 1998-1999
Maximized revenue opportunities in inbound sales environment.
• Generated over $25 million in revenue.
• Consistently processed rate change, return check and various quality assurance adjustments
above department standard.
• Served as a mentor during recent hire education quality week.
• Awarded Team Most Valuable Player.
Insurance Specialist 1997-1998
Maximized Customer marketing base through challenging outbound calling campaigns.
• Licensed Property and Casualty Insurance Agent marketed auto insurance program to existing
customers.
EDUCATION AND TRAINING
BS in Psychology, University of Scranton, Scranton, PA
Company sponsored courses in: Project Management, SDM, Leadership, and Hiring the Right People
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