Quality Assurance Customer Service

Amanda Persaud Cline

Pataskala, OH *****

Email: ***************@*****.***

Tel: 614-***-****

PROFESSIONAL SUMMARY: Highly organized with the ability to multitask and meet deadlines.

A strong work ethic combined with a commitment to excellence in all projects undertaken.

Qualification highlights capabilities in:

* Quality Assurance Testing

* End User Testing

* System Integrated Testing

* Web User Testing

* Web Integrated Testing

* Project Leadership

* Business Requirements Gathering

* Vendor Relations

* Production Support

* Financial Reporting

* Call Center Management

TECHNICAL PROFICIENCIES:

New Accounts GUI

File Aid

VCARS

Web Collections

Quality Center

SunGard 3270 (Invest*One, InvestOne, & Spectra)

Plus Logs, Error/Issue Logs, Bug Tracker, and Defect Tracking

Windows 98/2000/XP

Microsoft Word, Excel, Access, & PowerPoint

Outlook and Lotus Notes

Access/SQL Query Usage

VISIO, Beyond Compare2, Ultra Edit

Sharepoint

Avaya Call Master, VRU and IVR

Imaging System: PowerImage

Confluence/Unity/FundStation

PROFESSIONAL EXPERIENCE:

Alliance Data Systems – Columbus, OH

March 2011– April 2013

System Analyst

Test lead on a handful of small to medium scaled projects which resulted in successful installs.

Perform end user testing of a variety of system applications and web based applications.

Conduct regression testing efforts on numerous software products.

Provide production support which includes on-call support for numerous business operations.

The transfer of knowledge to new team members by means of one-on-one support and training.

A project liaison to business operations, clients, and third party vendors.

CITIGROUP – Columbus, OH

June 2005 – August 2010

Project Analyst/Quality Analyst

Coordinated QA and User Acceptance Testing of system upgrades and migrations.

Performed analysis of business requirements to support operations.

Adhered to the Project Life Cycle using Scope, High Level Design (HLD), Business

Requirements Documents (BRD), Test Plans, Test Scripts, Test Cases, and Implementation Plan.

Quality Assurance Testing of numerous programs within multiple departments, including web

based applications.

Conducted quality review of databases prior to project implementation dates.

Performed administrative functionality of fund rules setup.

Ensure record-keeping compliance when conducting company conversions, mergers, and

launching of new funds.

Administer ed fund closure procedures while overseeing fund mergers and de-conversions.

CITIGROUP (Formerly BISYS Fund Services) - Columbus, OH

March 2003 – June 2005

Financial Analyst

Prepared and analyzed financial statements.

Prepared vendor reports, monthly and year-end board materials.

Tracked and reported fund performances to the SEC.

Prepared monthly fund surveys.

The reporting of fund total net assets to investment advisors for numerous fund companies.

Calculated and maintained spreadsheets of daily expenses and monthly accruals.

Adhered to record keeping compliance guidelines.

Additional responsibilities included budgeting, audit preparations, and reconciliation of data.

April 1997– February 2003

Transfer Agency Manager

Managed day-to-day call center operations.

Ensured the accomplishment of daily tasks with minimal error.

Prepared and conducted performance reviews as dictated by company policy.

Conducted call monitoring and provided regular feedback to staff.

Evaluated new policies and implemented new procedures for company operations on a regular

basis.

Managed special projects designed to enhance quality customer service reporting.

Ensured proper filing and timely processing of tax forms relative to r etirement processing and

SEC reporting.

EDUCATION:

UNIVERSITY of the District of Columbia – Washington, DC

Mass Media, 1995

RECOGNITION AWARDS:

Rock Award Winner 2012

IT VOE Representative 2009-2010.

Transfer Agency - MVP Winner 1999.

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