Quality Assurance Customer Service

Valerie A Brown

www.linkedin.com/pub/valerie-brown/29/54a/361

*** ********** **** ****** (813)

***-****

Brandon, FL 33511 **************@*****.***

SUMMARY

Results-driven Business Analyst in Information Systems with over 18 years

of experience in leading broad-based teams in design, analysis,

implementation, and project delivery for a Top FORTUNE 16 firm. Recognized

for successfully managing stakeholder's expectations, increasing

automation, enhancing the end-user experience and driving revenue for the

enterprise. Expertise in billing and customer contact systems in wholesale

and retail markets. Proven capability to interpret and organize

information, resulting in effective interaction with information systems

departments and clients. Areas of Expertise:

. Systems & Business Requirements Gathering

. Systems& Business Requirements Writing

. Waterfall Methodology

. Quality Assurance Testing

. Process Improvement

. SDLC

. Cross-Functional Team Leadership

. Problem Analysis and Resolution

PROFESSIONAL EXPERIENCE/ACCOMPLISHMENTS

Verizon Communications inc., (formerly GTE), Tampa, FL 1994 - 2012

Global leader in delivering broadband and other wireless and wireline

communications services to mass market, business, government and wholesale

customers; representing revenue of $110.9B in 2011.

Business Analyst, 2011 - 2012

Led cross-cultural/cross-functional global system requirements gathering

team, supporting IT-Data Services initiatives to improve customer service

record's processed thorough service assurance applications; representing an

estimated $3.5M in annual revenue. Reviewed and interpreted business

requirements (BRD); identified critical issues; expedited issue resolution;

spearheaded progress meetings; produced flowcharts and business rules,

facilitated translation of business requirements into system requirements.

. Led remote global project teams in writing system requirements for

Virtual Inventory (VI) a service provisioning application, run on

Informix (MS SQL) Database. Delivered finished functional requirement

documents (FRD), meeting client specifications; reduced the need for

multiple requirement sessions and improved delivery time by 30%.

. Streamlined the implementation of department-wide Release Package/Close

and Change Control processes by delivering requirements on schedule,

improving process time by 20% for the year.

. Developed system test plans for quality assurance testing based on the

documented enhancements. Resulted in increased customer through-put

through Quality Assurance systems.

. Delivered client system changes; resulting in new functions placed into

releases, with little to no defects. Drove project status and change

control process, partnering with clients to establish priorities and

resolve any escalation issues.

Business Analyst, 2006 - 2011

Served as subject matter expert for business requirement gathering process

for flow-through automation, supporting Wholesale Partner Solutions;

representing top Customer Local Exchange Carrier (CLEC) accounts, including

AT&T, Sprint and MCI.

. Led Business Application Design (BAD) sessions, writing the BRD with

system architects, system programmers and business client. Enhanced

customer order processing, allowing for touch-free automation; improved

metrics from 85% to 95% for non-complex order entry. Customers were

able to increase order volume through Verizon gateway.

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. Partnered with clients to develop comprehensive functional requirements

and plans for development, implementation and lifecycle management for

Verizon Wholesale Partnership Solution. All projects were implemented on

time and with no down time to customers and representatives. Provided

ongoing consulting to clients after code implementation. Participated as

subject matter expert on joint application design (JAD) sessions

. Provided subject matter expertise for Service Assurance systems; i.e

Virtual Inventory, Status Tracker and Order entry system VzB Portal.

Billing Specialist, 2001- 2006

Analyzed local retail bills for residential and business customers

throughout the north and southeast; identifying and correcting federal,

state and local tax and toll inconsistencies.

. Created and implemented Wholesale Local Billing and Retail-To-Resale

business requirements for wholesale local residential and small business

customers; resulting in improved customer products and services.

. Performed regression/progression testing and implemented billing and

service order changes, impacting monthly bill distribution for entire

enterprise business footprint. Ensured no monthly FCC and PUC fines for

missed metrics for customer bill distribution.

Billing Analyst- UAT, 1994 - 2001

Served as lead wholesale billing analyst for CLEC bills, development staff

and external clients for provisioning, billing, user acceptance testing and

service order processing.

. Resolved billing discrepancies for residential, government and small

business customers.

. Performed progression testing, regression testing and user Acceptance

testing (UAT) for Customer Billing System within GTE communications.

EDUCATION/Training/Professional Development

B.S. degree - Business Administration; University Of Phoenix, Tampa, FL

Completed select training courses toward certification in Project

Management: Managing Projects, IT Risk Management, Project Leadership,

Management and Communication Skills

COMPUTER/Technical SKILLS

Microsoft Excel Microsoft PowerPoint Microsoft Visio

Microsoft Word Microsoft Outlook Informix Database

AWARDS

Talent Management Award

Management Development Graduate

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