Customer Service Quality Control
Resume:
JAMIE M. CANNONE
Danbury, CT 06810
************@*******.***
SUMMARY OF QUALIFICATIONS
Experienced manual quality control professional providing IT/Web, e-Commerce, Marketing, Customer Service and Operations staffs with high quality service that improves the overall customer experience. Organized and effective with the ability to provide clear and concise information and adapt to all levels of company employees. Core Competencies include:
Manual Quality Control
Test Plan/Case Creation
Regression Testing
Process Documentation
Order Fulfillment
Browser Testing
Problem Resolution
New Product Launches
Mobile App Testing
TECHNICAL SKILLS
JIRA Project Tracking Software, Mantis Bug Tracker, Agile Development Methodologies, Microsoft Office, BrowserStack, Magento eCommerce, Google Analytics, and Advantage Computing System.
PROFESSIONAL EXPERIENCE
TEAMDIGITAL PROMOTIONS, Bethel, CT 2015 – 2017
Quality Control Lead
Worked with all teams including Project Management, UX, Creative, and Development to execute client requirements. Responsible for developing and manually executing test cases and test plans for promotions and consumer activations. Also managed Customer Service inquiries for programs.
Saved additional man hours by performing rigorous manual quality control testing to ensure clients received error free sites for review.
Reduced the number of functionality errors by using prepared test plan documents of which had been reviewed by the development team prior to conducting site testing.
Managed the creation, documentation and quarterly review of team Stage Review process for programs and consumer activations.
Contributed to the increased productivity of the development team by the implementation and management of issue reporting software and training a 25 member team on its use therefore reducing the number issues received by email.
Identified and resolved recurring gaps in the development process saving time as quality control reports were analyzed comparing the number and types of issues reported during each project phase.
Partnered with all internal teams to ensure that all client requirements were met and promotions or consumer activations launched without errors.
THE TAUNTON PRESS, Newtown, CT 2008 – 2015
QA Lead
Analyzed and manually tested all aspects of order flow for physical and digital products and magazine subscriptions. Provided technical support to all departments including IT, Marketing, Customer Service and Distribution. Also contributed to results as both a team player and an individual contributor on special projects as assigned:
Teamed with e-commerce project manager and web developer to manually test migration of online store to new hosting platform, confirmed all data captured correctly and customer experience was not negatively impacted which decreased number of complaints received.
Coordinated, setup and manually tested marketing promotions including free shipping, coupon codes and volume discounts in e-commerce system (Magento) ensuring accuracy of copy and offers.
Teamed with IT/Web Development staff on system migration project. Created comprehensive test plan for migration of access management system for online membership to ensure successful migration within project deadline.
Led department through implementation of new online membership project resulting in a successful, on-time launch and exceeded company goals.
Performed manual end-to-end order flow testing from e-commerce system and other web order subscription pages to Fulfillment system, ensuring all order information captured accurately.
Participated in project teams for new Marketing initiatives such as Auto Renewals and Fine Cooking All Access (print and digital access) subscriptions; ensured accuracy of data and contributed to on time product launch.
Identified significant AMEX order processing issue and teamed with IT to resolve.
Setup nightly transaction processing jobs to be run on Fulfillment system.
REALTIME PUBLICATION SERVICES, INC. Danbury, CT 1995-2008
Supervisor, Account Management
Supervised staff to provide overall customer satisfaction:
Established procedures and guidelines with account managers, programmers and other staff that identified best solutions that met client requirements.
Provided guidance and training to staff on new system implementations.
Oversaw and provided direction on projects from inception to completion, to ensure work was completed correctly and on time.
EDUCATION
BA, Southern Connecticut State University, New Haven, CT.
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