Quality Assurance Customer Service
Resume:
Kristie Atwood
Email: *********@********.***
Address: **** * ****** ***
City: Denver
State: CO
Zip: 80237
Country: USA
Phone: 303-***-****
Skill Level: Experienced
Salary Range: $50,000
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
KATHLEEN ATWOOD
Address, City, State ZIP
*********@********.***
BACKGROUND SUMMARY
Logistical and analytical quality assurance engineer with twelve years of progressively responsible positions in Information Technology environments
PROFESSIONAL EXPERIENCE
iBETA Quality Assurance, Denver, Colorado
Quality Assurance, 2006 to Present
- Completed Internal Audit web-based application and core application used in support of all Robert Half, Inc. business activities worldwide (contractor)
- Communicated with Business Analysts to determine problem areas, develop and test cases, create reports and explain solutions
- Organized, wrote and disseminated documents ensuring user-friendly formats
- Tested and analyzed web-based applications, database conversions, and telecommunication consolidations; created test cases from analytical documents including worldwide resume searches for the United Kingdom, Belgium, Australia, Brazil and France
Great West Health, Denver, Colorado
Administrator, Policy Master Files and Technical Writer, 2004 to 2006
- Researched and adhered to industry requirements including State and Federal regulations in the Insurance, Information Technology and Business Practice disciplines
- Converted benefits from written documents to system qualifications
- Reviewed, analyzed and investigated healthcare policies to insure proper transfer of data from Adobe documents to mainframe computer system
- Responsible for amended benefit structure to reflect new and revised plans
Qwest Communications, IT Qwest Information Development Inc., Denver, Colorado
Quality Assurance Engineer II, 2000 to 2003, and 2004
- Collaborated and interviewed clients to gather critical system data, and optimally implement system changes and improve quality and productivity; result was decreased training time for service representatives from six months to six weeks
- Adept at understanding the needs and limitations of business and information technology to assure efficient and effective operations; supervised five system testers for installation of a new client server computer system
- Collected information from computer databases, input from employees with specialized knowledge, and statistical analysis to create manuals, reports and guidelines; produced a Users Guides for Wholesale Telecom
- Gathered and organized information and data to formulate solutions or improve procedures; performed calculations to estimate project time and employee requirements for test cases to prove designs, and met deadlines and budgets 100% of the time
- Managed test team for pricing functionality project; and promoted to Test Lead position for Forte Oracle GUI releases
- Performed business analysis, technical writing, documentation and usability testing; tested database that collected wireless, DSL and telephone data into a consolidated central system
KATHLEEN ATWOOD " 2
Technical Writer " Information Developer II, 2003 to 2004
- Produced and modified User Guides, applying quality assurance, writing and project management expertise
- Organized, wrote and disseminated documents, ensuring user-friendly systems, including Adobe, FrameMaker and Word
- Conducted surveys for content and level recommendations; reviewed and selected appropriate changes and increased readership of documents by 60%
- Collaborated with programmers, users and clients to produce quality software products for production environment; wrote test cases using Test Director and Caliber
ING Group, Security Life Insurance Company, Denver, Colorado
Quality Assurance, 1990 to 2000
- Trained employees in the use of newly implemented computer releases, quality requirements, user manuals and software; created training manuals
- Conducted accurate analyses and problem solving for client server systems; met user specification for system corrections
- Wrote test cases, analyzed requirements and supervised system testers for new installations; defined product specifications, designed test cases, test plans and summary reports
- Solid background in Life Cycle Testing Methodology; expertise in testing tools including Mercury, Quality Center, WinRunner, Caliber, and PVCS Tracker
Senior Client Service Representative, 1986 to 1990
- Administered Life Insurance Policies on behalf of 10 agents, and provided customer service to an average of 30 clients per day
- Interviewed customers to determine policy needs, problems and changes; researched and provided solutions to inquiries and updated policies
EDUCATION
Bachelor of Science, Business Writing; minor Journalism (Magna Cum Laude)
Metropolitan State College, Denver, Colorado
PROFESSIONAL DEVELOPMENT
Communications
- Mediation Certification, Bear Wolf Consulting
- Associate Customer Service, with Honors, Life Office Management Association
- Defining Customer Requirements and Structured Software Testing, Decision Support Consultants
- Microsoft Office Suite: Word, Excel, PowerPoint, Access, Outlook
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