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Customer Service Project Manager

San Antonio, Texas, United States
January 22, 2019

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Nearly two decades of financial institution employment in customer service, project management and information technologies including software quality assurance. Started in telephone call center customer service and quickly became a subject matter expert and moved up to project management within the information systems area of the business credit department where I was responsible for gathering requirements, collaborative design/development and configuration of numerous internal business systems. Most recently, my responsibilities included testing design, coding, testing and defect reporting in a quality assurance environment.

Technically-savvy and proficient in networking, desktops, servers and mainframe environments. Excellent at juggling multiple tasks and working under pressure in a fast paced environment.


• Self-motivated

• Extremely organized

• Excellent verbal and written skills

• Team liaison

• Data management

• Process implementation

• Client assessment and analysis and requirements documentation


FEBRUARY 22 2018 - JANUARY 2 2019

At-Home Advisor Transcom WorldWide Denver, CO / San Antonio, TX

Work from home customer support by telephone for Apple hardware and software. Including MacOS, iOS, tvOS and WatchOS.

2007 - MARCH 2016

Systems Quality Assurance Analyst Wells Fargo Bank Sacramento/San Francisco, CA

Responsible for designing, coding, initial/regression testing and defect tracking of web applications used in determining credit worthiness of existing and potential customer credit applications. Used Rational Clearquest, Quality Center Enterprise and ALM/Quick Test Pro.

2001 - 2007

Applications Systems Engineer Wells Fargo Bank Sacramento/San Francisco, CA

Responsibilities included collaborating with external international vendors in gathering requirements, collaborative design/development and configuration of numerous

internal business systems. This role required much business travel, including overseas trips to the United Kingdom.

1998 - 2001

Project Manager / Business Systems Consultant Wells Fargo Bank Sacramento, CA

In addition to project management and SME responsibilities, was a member of team that designed and coded a “Virtual Library”; a web-based banking information portal for call center representatives to utilize while answering customer account inquiries.

OCTOBER 1996 - 1998

Telephone Customer Service Representative Wells Fargo Bank Sacramento, CA

Assisted business banking deposit and credit customers with their accounts by telephone in a call center environment at the height of a company merger of Wells Fargo and First Interstate banks. Normal call queue, operation specialist queue and “Executive Office” escalated queues. In the Executive Office department, both telephone and written mail channel communications channels were responded to verbally and written.


Systems proficiency include LAN, desktop (Windows and macOS), Windows server, web server and

mainframe environments.

Software: Sharepoint, IBM Rational Clearquest, Quality Center Enterprise and ALM/Quick Test Pro, Microsoft Office, Apple Pages, Numbers, Keynote, iLog


JUNE 1988

High School Diploma: Palmdale High School, Palmdale, CA


My hobbies and interests include prosumer electronics including home theater, home automation and security, UAV (drone) flight and photography, and virtual reality environments and gaming. I have assembled many PCs from components and strive to be informed of the latest technology information.

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