Customer Service Sales

Supervisor/Team Site Lead Trainer Tester Business Analyst/Consultant Customer Service

SUMMARY:

Senior Analyst/Consultant with extensive experience in Training, Testing and Customer Service for Call Centers. A proven leader, energetic problem solver, with a demonstrated track record of providing creative solutions and exceptional customer service tailored to the individual needs of clients.

Supported the overall System Design, Coding, Mapping, Testing, Training and Deployment for many projects during company conversions. Experienced in HP Quality Center for testing and defect updates.

Areas of Expertise

Over 15 years – Classroom & Web-based Curriculum Training – Business/Residential

New Hire On – Boarding & Orientation

Sales Team Development

Call Center Operations

Application Helpdesk Support

Regulatory Tariff Knowledge

Performance Enhancement/Testing

Leadership Development

Online Training Best Practices

Training, Coaching & Mentoring – Residential and Business Representative

Effective Communication

Team Leadership/Supervision

EDUCATION:

Associate of Applied Science – Business Management and Accounting 2015

Stevens Henagers Independence University

RELEVANT PROFESSIONAL EXPERIENCE:

Call Center Representative (September 2017 – February 2018)

GameStop – Contractor for Insight Global – Dallas, Texas

Answered incoming calls for a large video game, consumer electronics, and wireless service retailer to support customers on their purchases during the busy holiday season

Consistently reached Help Desk Support objectives with 90% success rate

FEMA/Citizen Insurance – Contractor for Adecco – Lewisville, Texas

Answered incoming calls for hurricane disaster relief clients in a fast paced call center environment

Assisted clients in filing government insurance claims after storm damage and/or losing their homes completely in the hurricane disaster areas

Training Instructor/Vendor Site Lead (March 2016 – October 2016)

Convergenz – Contractor for Frontier Communications – Allen, Texas

Provided Senior Leadership communication in support of the project

Lead/participated in regular status meeting

Monitored and enforced supplier compliances

Facilitated supplier Internet Help Desk (IHD) training sessions; Systems includes, but not limited to DPI, F[one] Knowledge Base, Agent Portal, Avaya, CDPI, Dynamics, DPI Ticketing Tool, Log Me in Rescue, LOLA, PACE, SIMPL and ViryaNet

QA Analyst/Coordinator ( October 2014 – March 2015)

OKAYA – Contractor for Xavient/Charter Communications – St. Louis, Missouri

Clearly and concisely communicated business requirements to developers; interacted with IT Development team through the Scrum process to clarify and resolve issues

Played key role in adoption of process mapping, use cases, storyboarding and the implementation of standardized templates and processes.

Accountable for running ALM Dashboard Reports for the Test Management Office and creating on-line Reference Guide. Performed routine data entry into QA data management systems

Retail Service Merchandiser (March 2014 – October 2014)

Acosta Sales and Marketing (Walmart and Sam’s) – Dallas, Texas

Maintained continual improvement of sales coverage and productivity

Read and followed a plan-o-gram to effectively reset and remodel work

Partnered with store personnel and co-workers to achieve and maintain merchandising excellence, discuss changes and build an effective working relationship.

EDI Business Analyst – Project Team Lead (June 2010 – January 2013)

Experis/Manpower – Contractor for Frontier Communications – Bedford, Texas

Team lead responsible for the implementation and set up processes of Electronic Data Interchange (EDI) 811/ 820/997 transactions billing/payment files for Frontier/Verizon 13 state migrating to a newly converted billing system

Led over 35 conference calls between business clients, trading partners, and the vendors to ensure all necessary information was received for implementation of EDI. Managed and trained a team of 9 EDI specialists

Assisted with EDI data mapping/testing conversion project for Verizon/Frontier

Verified that electronic billing transactions complied with financial policies and procedures on the payment postings and collection data

Grew the business clientele from 2,500 accounts to 22,000 accounts generating over 7 million dollars of on-line revenue within a 2-year period

Improved error reduction by over 75% on electronic invoice efficiency, reduced payment delays, and vastly decreased the company’s overall expense cost to third party vendor

Business Requirement Analyst (March 2007 – June 2008)

Procom Consulting LLC – Contractor for Frontier Communications – Rochester, New York

Performed Gap Analysis Program (GAP) analysis, led requirement meeting, gathered and wrote business owner’s requirements as needed for each project request and ensured project deadlines was met

Reviewed test plans, compiled results, and supported test users for converted properties. Made recommendations for system improvement

Responsible for leading functional and non-functional testing using Quality Center

Implemented agile QA processes and practices, including defect and test management

Customer/Business Care Analyst – (October 2005 – March 2007)

Sprint/Nextel Wireless – Las Vegas, Nevada

Worked with sales and services which included making and receiving multiple premier business customer calls involving Kenan orders, billing and payments, service requests and questions

Developed and provided User Acceptance Testing (UAT) data and defect tracking

Instructor/Customer Care Supervisor – (04/1996 – 01/2005)

Frontier Communication – Plano, Texas/Kingman, Arizona

Performed weekly one-on-ones to coach and develop call center representatives. Provided constructive feedback to each representative, created, and developed programs/activities to improve their overall performances and morale.

Trained over 500 representatives (union and non-union) and upper management on order entries, products and services, and billing and collections for various systems.

Created, evaluated, and performed user acceptance testing/data mapping for GTE/Citizens/ALLTEL -ILEC/CLEC for ASR's and LSR's to support integrated circuit requirements in M6 database.

Additional experience in healthcare and retail sales while pursuing educational

Independent Consultant – Healthcare

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