Project Customer Service

Michael L. Williams 336-***-****

**** *********** ******* *******@*******.***

Business Analyst / Project Analyst / Lean / Six Sigma / User Acceptance Testing /

Quality Assurance / New Product Development / Root Cause Analysis / Testing Script

Creation / Validation Testing / Regression Testing / Waterfall Project Management /

Sarbanes-Oxley/ Agile Project Management/ Requirement Gathering/ Team Reporting /

Team Facilitation / SME / OSHA / Process Workflow and Customer Care

EXPERIENCE

American Express – Greensboro NC 1999 – 2011

Business Analyst I

• Created test conditions to enhance the APR (Annual Percentage Rate)

calculation system.

• Reviewed Project Documentation and wrote test conditions utilizing the latest

requirements and updates.

• Created UAT conditions for online customer account management.

Project Analyst I

• Gathered data for 27 departments of fixed assets.

• Surveyed and reported on all Greensboro employees regarding their choice of

accepting separation severance, relocation or virtual office which was completed

within a four month reduced timeline.

• Supported the migration of Service Reps’ online manual to a new updated online

system, which was delivered on time and under budget.

Project Analyst-Customer Care Capabilities

• Collected and input data to support SSP (Sales and Servicing Portal) used by

Service Reps to determine customers’ Line of Credit increases.

• Analyzed and input customer profiles with purchasing data for a new Publishing

Service Project.

• Analyzed Service Center internal department calls producing a call transfer

report that was used to reduce the number of calls between departments.

Customer Care Professional-Internet Services

• Recipient of the 2006 Six Sigma Award – Tier 1 – Project Winner – Voice

Response Systems Assurance for Work Effort Reduction.

• Led a JDRF (Juvenile Diabetes Research Foundation) Fundraising & Holiday

Giving Campaign for a Telephone SDL (Service Delivery Leader) group,

collecting over $2k.

• Recognized with “Trendsetter Award” for Outstanding Customer Service.

Business Analyst-VR Systems Assurance

• Provided Quality Voice Response testing data to identify root causes required

for problem resolution occurring during systems testing.

• Facilitated sessions for Voice Response and Sales and Servicing Portal

teams designed to identify quality measurements.

• Created a Voice Response Quality tool that is designed to measure Voice

Response Quality and is updated weekly.

• Nominated for the Chairman’s Award on the Greensboro/ Malaysia Project for

work performed on the Merchant Authorizations System.

• Tested and compiled data for 20 Voice Response projects.

Business Analyst-SSP Systems Assurance

• Reviewed and analyzed SSP (Sales and Servicing Portal) functionality.

• Identified improvement opportunities, analyzed service usage problems and

systems issues databases, input these issues to the production system, and

made recommendations to the business partners and system developers for

their resolution.

• Created SSP test scripts to run automation testing and determine root causes.

• Tested and compiled data for 15 SSP projects.

• Received 21 “Thank You Awards” for SSP testing.

Business Analyst-Just Give Project

• Created and updated test scripts.

• Advised project team, business leaders and programmers of testing problems

and provided Daily Web Testing Status reports.

• Increased the number of charitable organization partners on company website

from 23 to 850,000.

• Nominated for the Chairman’s Award.

Business Analyst-Membership Rewards

• Created test scripts and provided project status reports to the project team,

leadership and programmers.

• Created test scripts for multiple functional groups, assigned test scripts to

Florida and Greensboro testers and became their key resource for Q&A.

EDUCATION & TRAINING

GTTC - Jamestown, NC - OSHA General Industry 30 Hour Certification

Mind Leaders Online Class - Management Skills Introduction: Dealing with

Challenging People and Times

North Carolina A&T State University – Greensboro, NC

BS-Industrial Technology- Electronics and Computer Technology

Contact this candidate