Customer Service Manager

SANDRA Y. BRYANT

**** ***** *** ****, ********, Ga 30038 **************@*****.*** 770-***-****

OBJECTIVE

Over 10 years’ experience as a successful project coordinator, product owner, and quality analyst with a passion to provide professional knowledgeable and outstanding customer experience for an innovative company.

SKILLS & ABILITIES

Domains/DNS 10 yrs.

Technical Support 15 yrs.

JIRA/Zen-Desk/Salesforce 4 yrs.

Operations Coordinator 5 yrs.

Product Owner 10 yrs.

Professional Services 15 yrs.

Software Testing 5 yrs.

System Support 10 yrs.

EXPERIENCE

QUALITY ASSURANCE ANALYST THE STONEHILL GROUP, INC.

SEPT 2017 - PRESENT

Create and execute cross-browser over 25 manual test cases and plans

Proactively identify potential issues, validate and reproduce the steps

Document and track bugs with detailed communication of expected and actual results

Communicate ongoing progress to Dev Teams and End Users

Provide engineering teams with software defect tests and bug reports in a timely manner

Translate over 40 different requirements for production into test cases/scenarios

Conduct over 20 comparison and compatibility tests with 3rd party integrated processes

Contribute to team improvement initiatives, including tool recommendation, changes, and test automation.

ONGOING SERVICES MANAGER MEMBERSUITE, LLC

NOV 2014 - AUG 2017

Managed over 80 updates for complex and diverse customized products after core releases

Quality Analysis with continual integration for customized software during and after implementation

Tier 2 support for 3 different 3rd party integrated products

Tier 3 support for over 80 customization’s that require development time

Interviewed customers for customer builds, wrote over 50 different requirements, with mockups and implementation

On-boarded over 100 customers to a new financial payment solution

Lead scrum meetings, cross departmental and team training on complex customization's

Manage 3rd party relationships with API integrated partners

Create better processes and workflows for each team

Responsible for removing developer roadblocks and managing developers project schedule

Technical Writer for all software customizations to deliver to the customer

Manage project analysis minimizing scope creep, technical debt, and bug fixes

Tools used are Salesforce, JIRA, Zendesk, Trello, etc.…

SPECIALTY SUPPORT SERVICE TEAM AUTOTRADER.COM

SEPT 2002 – NOV 2014

Subject Matter Expert for all 3rd party integrated products

Product Manager for products 5 different services such as: video integration, domain names, buy here dealer website, call tracking and dealer pricing software

Managed accounts and on-boarded 200 clients onto multiple 3rd party integrated products

Created processes, workflows and managed cancellations for all vendor related products

Wrote test plans, cases, scenarios and over 100 user guides to deliver to teams such as: Sales, Management, Support and IT

Tier 2 support troubleshooting, training and resolving 20 or more issues daily

MS, SQL, Data Load, and FTP inventory setup and maintenance

Managed schedules for 2 Directors and 3 Sr. Managers

Responsible for cross department training on all 3rd party products

Promoted from Domains/Contract Entry, System Specialist/Help Desk Support, Inventory Coordinator, and Specialty Support SME

ACHIEVEMENTS

IT-QA Apprentice Program Certification

Toast Master CC Completed 2014

Excellent Customer Service Awards 2005-2014

Since 2016 Member of TAG

Since 2017 Member AQAA

LEADERSHIP

Toast Master President – AutoTrader.com

Book Club Leader – AutoTrader.com

Community Council Member- MemberSuite

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