Customer Service Test

FIONA DONG

** ******* **. ****, *** ****, Toronto, ON, M5B2E8 ● Tel: 647-***-**** ● Email: **************@*****.***

EDUCATION

BachelorDegree of Computer Science, Queen’s University, Kingston, ON, Canada, 2004

Bachelor of Commerce with specialization inAccounting, Heilongjiang University, China, 1993

PROFESSIONAL EXPERIENCE

Credit and Collections Specialist Toronto, ON, Canada

Gatestone and Co. Inc. 2015 – 2018

Reviewed client accounts and assisted clients to establish individualized payment plans

Managed high volume of in-bound calls that pertains to the reconciliation and collection of delinquent accounts

Provided customer service towards collection issues, customer refunds, account adjustments, and resolved client discrepancies and short payments

Monitored and maintained assigned accounts - customer calls, accounts adjustments, small balance write off, customer reconciliations and processed credit memos.

AccountReceivable/Account Payable ClerkOttawa, ON, Canada

Scintrex Trace Corp. 2013 – 2014

Reviewed vendor invoices for validity, recorded vendor invoices for payment, investigated vendor problems, maintained computer integrated A/P

Prepared customer invoices, recorded customer payment and A/R. made collection calls to delinquent customers and monitored customer references

Documented and verified customers’ invoices, purchase orders and references

In charge of payroll and human resource for over 50 staff, updating vacation, sick/personal days taken

Documented and recorded employees’ hours worked, employees’ commissions, bonuses and travel allowances

Quality Control Analyst Ottawa, ON Canada

HighRoads Canada Inc.2008– 2012

Participated requirement review, conducted requirement analysis and testability breaking-down

Delivered test strategies, test plan, detailed test scenarios and schedules (MS Project)

Closely monitored test execution and generated daily, weekly and monthly testing result, defect trend data analysisand report

Managed defects life-cycle by using Bugzilla and analyzed defect trend with Excel tables

Executed new feature testing, end-to-end system level testing

Perform automated testing and identify document software defects

Analyzed over all test result and presented quality matrix at release meeting

Delivered acceptance test plan and test cases to customer

Software Quality Assurance Tester New York City, NY, USA

Urban Tech Corporation P.C. 2006 – 2007

Lead and coordinate cross-departmental efforts to conduct root cause analysis of production issues and implement solutions that are verified through testing

Develop test strategies, test approaches as well as manage and maintain testing processes

Deliver and manage all QA projects using MS project

Key player for release readiness review and primary contributor for lessons learned for each major release

Deliver bugs trend analysis report to SVP after every major release

Provide application trainings to customers as well as application consultants

Introduced and implemented automation testing using QTP

General Accountant Hong Kong

Hua Yi Designing Consultants LTD. 2004 – 2006

Prepared fixed asset reconciliation for subdivision, results were submitted to parent company for the preparation of annual financial statements.

Coordinated with senior accountants to prepare monthly expense reports; all reports were filed on time and according to schedule.

Prepared and maintained Excel spreadsheets and schedules for financial analysis, assisted in financial reporting, budgeting and forecasting

Programmer/Developer Ottawa, ON, Canada

University of Ottawa 2002

Designed and implemented a student database system in a Linux environment using PHP, PostgreSQL, HTML, XML

Performed data extraction and analysis using Maple 7, MATLAB and Bath Shell

Designed and implemented a web based event search engine which supported searches by date, venue, event type and sponsor party

Updated the Organization’s webpage using HTML, CSS and JavaScript

Reference Available Upon Request

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