Customer Service Quality Assurance
Resume:
Clarissa Crowder
Email: abpvyd@r.postjobfree.com
Address: *** ******** ****, ********* ***
City: Birmingham
State: AL
Zip: 35226
Country: USA
Phone: 704-***-****
Skill Level: Experienced
Salary Range: $90,000
Willing to Relocate
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
Clarissa Crowder
P O Box 668083
Charlotte, NC 28266
abpvyd@r.postjobfree.com
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OBJECTIVE
A challenging position, utilizing abilities developed through my experience and education, with the opportunity for professional growth based on performance.
SUMMARY OF QUALIFICATIONS
o Experienced business analyst for 10 years
o Participated in teller support, customer service, quality assurance testing
o Certified Notary Agent of North Carolina
o Proficiency in Accenture product ALNOVA aaa real-time posting system
o Provided technical and software support for modification, implementation and conversion of business systems in JAD Sessions by using the DMAIC (Design, Measure, Analyze, Improve, Control) process of designing, measuring, analyzing, improving and control
o Used the SDLC (Solution, Delivery, Life Cycle) to document business requirements, test software enhancements, written detail/functional designs, data gathering for small and large projects
o Proficiency includes MS Office, HP ALM Quality Center, Fidelity/Systematics, JIRA, Sharepoint, Microsoft Windows XP, Windows 7, MS SQL
o Capable of handling diversity of responsibilities simultaneously
o Self-motivated, able to organize, set priorities and implement decisions to achieve immediate and long term goal for meeting operational guidelines
EXPERIENCE
08/10 aaa Present TEKSYSTEMS, Inc. Birmingham, AL
Business Consultant for BBVA Compass, Birmingham AL
o Documented business requirements using MS Office for end users and placing information in Sharepoint repository
o Developed business requirements for business needs for the client
o Wrote test cases for end to end functionality from business requirements
o Utilized HP ALM Quality Center to upload test cases as well as execute test cases
o Attended JAD sessions to ensure appropriate business needs were met for the clients
o Developed test plans to include cross functional interactions between systems
o Created and maintain traceability matrices for test plans
o Created and executed MS SQL queries for data extraction for validation purposes
o Lead JAD sessions for end users and developers to ensure business needs were met for all clients
o Documented defects from testing into JIRA for retesting validations
o Translated Fidelity Systematics information into Accenture ALNOVA product for end users
o Analyzed data through SQL Queries
08/03 aaa 11/09 HELPING HANDS CARE MANAGEMENT SERVICES, Inc. Waxhaw, NC
Residential Counselor
o Counseled clients daily one-on-one and in group sessions
o Documented progress of each client by preparing service notes
o Administered prescribed medication to clients and keep daily logs of admissions
o Oversaw daily regimen of chores, rules and interactions with other clients
o Assisted Program Manager with review of quality assurance items for the business operation
o Updated with program manager all personnel files pertaining to staff trainings
o Constructed necessary changes or requirements needed with the Program Manager as it related to business processes
o Acted a liaison between other subsidiaries of business in other sites
12/07 aaa 06/08 CARLISLE & GALLAGHER Consulting Group, Charlotte, NC
Business Consultant/QA Tester for Bank of America, Charlotte
o Worked closely with business partners to define strategies for technical solutions, determine requirements and develop functional designs based on the analysis of line of business needs, objectives and existing system infrastructure
o Participated in JAD sessions to ensure the need of the client was understood and documented accurately for future projects
o Ensure enhancements were within the compliance guidelines of the business need.
BANK OF AMERICA, Charlotte, NC
1995 - 2003 Senior Consultant-Business Analysis
o Acted as liaison between business units and software/developers and vendors.
o Managed projects and directed activities of a team related to special initiatives or operations
o Understood budget constraints as related to projects that did not include personnel management responsibility
o Had continuous interaction and involvement with the users of the system with the development or enhancements of a system
o Wrote, documented and executed test plans and worked in test environments prior to implementation
o Provided extensive support to users after implementation
1991 aaa 2003 Teller Support Coordinator
o Coordinated daily activities for the department as related to balancing, reconciling and assisting tellers
o Performed daily research on tellers for out-of-balance conditions by using TAPS, BOSS and FAST, daily reports and cash-in and cash-out tickets
o Reconciled daily cash ledger accounts and verifying general ledger balance sheets accounts.
1986 aaa 1990 Customer Service Representative/Teller
o Involved in all aspects of customer service, including answering all customer related questions, account problem solving, opening new accounts, maintaining existing accounts, interfacing with other sales force associates
o Interfaced with tellers by provided necessary cash, running teller windows, balancing tellers on a daily basis
EDUCATION
Accounting Diploma, 1991, KINGaaaS COLLEGE, Charlotte, NC
Bachelor of Science (currently seeking)
Psychology, University of North at Charlotte
Volunteer Activities
Hands on Charlotte
aaAThe Relativesaa - Crisisaaa Youth Facility
aaAThe Missionaa - Adult Men Homeless/Rehabilitation Facility
Certifications
Notary of North Carolina, Certified Notary Signing Agent
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