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Customer Service Representative

Cocoa, FL, 32922
June 15, 2019

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Lisa M. Willis

* ********* ***, #*

Cocoa, FL ***22

321-***-**** Home/Cell

E-mail Address:



IT professional with over twenty-five years experience in project management, analysis and testing.

Participated in Configuration Management and Unified Change Management throughout the software development lifecycle. Knowledge of Service Oriented Architecture.

Experienced in all phases of the software development life cycle as it applies to quality assurance/control and software testing activities to include various methodologies including SEICMM Level 1 and 2, and ISO 9000.

Experienced in database tools using SQL and SQL Server, automated test tools and version control tools: QuickTest Pro, PVCS, HP Quality Center, DOORS and ClearCase.

Very knowledgeable in all areas of software testing with a focus on black-box, independent verification & validation (IV &V) and maintenance regression testing.

Familiarity with Agile/SCRUM methodology

USAF Logistics Plans/Programs Officer. Supply chain management, mobility and transportation.

SECURITY CLEARANCE: Inactive; previously held Top Secret; Secret


Addecco Staffing (Seasonal) Nov 2017-Mar 2018

Live Chat/Inbound Customer Service Representative (CSR) - Customer service representative (CSR) for Radial supporting Kate Spade New York Women’s Luxury Handbags and Accessories, and Puma Athletic Wear. Radial is an off shoot of EBay. Responsibilities included: assisting customers with placing online orders for both companies and providing any other assistance as needed such as; updating the customer on the status of their order delivery, processing refunds and/or arranging replacement of damaged or defective items the customer received. Originally hired as a “seasonal” employee; however, asked to remain as an employee even after the season ended.

Call Direct Partners (Order Processing Agent) June 2016 – Nov 2017

Appointment setting for DIRECTTV installations. Responsible for DIRECTTV order processing and AT&T U-Verse internet and phone equipment bundles. Data entry included customer's sensitive personal information such as credit/debit card number, etc. Position requirements: mandatory background investigation and drug screening.

Carousel Florist (Sales/Cashier) Oct 2015 – Jan 2016

CDI Corporation (Contract Position) Apr 2014 – May 2014

Software/System Validation Engineer. Focused on developing/creating test cases from requirements. Followed test procedures and executed validation testing. Provided feedback on test equipment setup. Identified, isolated, and communicated issues/anomalies found while testing.

Head of Household & Relocation Nov 2012 – Apr 2014

Kelly IT Services (Temporary Position) Oct 2012 – Nov 2012

Software Defects Manager. Responsible for maintaining project specific software development defects storage application. Defects storage application used was Rational ClearQuest. Also provided daily software development defects status reports to the business users and the software developers. Facilitated daily conference calls with the business users and the software developers to discuss the status reports.

The MITRE Corporation June 2007-June 2009

Senior Information Systems Engineer for the Government Printing Office (GPO) Federal Digital System (FDsys) program. Provided support to the GPO FDsys project office in developing a test data strategy and definition of a test data set for FDsys. Coordinated with the GPO business customer, CFO, and the PRIME contractor's production support team. Provided verification and validation of functional and system requirements. Decomposed high-level ‘parent’ requirements into testable derived requirements.

Assisted in creating the Systems Integration Test Plan and the User Acceptance Test Plan. Facilitated Test Team meetings, Configuration Control Board and peer reviews necessary to support the effort. Responsibilities also included the consolidation of findings and recommendations for the test data set and briefing the results. Tracked and maintained defects metrics using HP Quality Center and Rational ClearQuest. Coordinated software testing defects through the defect management lifecycle. Promoted completion of action items to move defects through the process.

Insight Global (Contract position) May 2006 – Jan 2007

Independent Verification and Validation(IV&V) Program Manager for US Security and Exchange Commission - Phoenix project. Responsibilities included project management analysis – analysis of project schedule to identify inconsistencies, gaps, redundancies; impact assessment of changes/delays; risk assessment; escalation of issues. Status reporting – provided a weekly status report that documented IV&V activities (ongoing, completed, not started, pending); findings; recommendations; issues. Configuration item analysis – identified Phoenix application components (databases, application modules, third-party software). Conducted traceability analysis – assessing the levels of traceability documented between: requirements and design; design and development; and requirements and testing.


Master of Science, Public Administration - Troy University

Bachelor of Science, Statistics - University of Florida


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