Customer Service Quality Assurance
Resume:
DANIELLE ELLIS
*******@*****.***
Education
Master of Public Administration Walden University, 2011
Bachelor of Arts Interdisciplinary Social Sciences University of South Florida, 2006
Certificate of Completion, Govt and Law University of Cambridge, England, 2004
PROFESSIONAL EXPERIENCES
PriceWaterhouseCoopers (Contract) Dec 2013- Presently
HR Operations Associate
Facilitate meetings to discuss status and health of management system implementation
Gather requirements and create detailed BRDs and SOPs to support HR systems
Perform UAT analysis, regression testing, and mock releases for new management system
Support and maintain an expertise within HR shared service center on issues related
to payroll, learning and development, immigration, arbitration, and performance
assessment.
Citigroup, Inc. (Contract) Aug 2013 – Dec 2013
Anti-Money Laundering UAT Analyst
Performed User Acceptance Test (UAT) for AML system initiatives and performed system
regression testing where necessary.
Reviewed AML alerts and followed standard AML investigative process to ensure system
functionality
Utilized automated testing tools such as HP Quality Center and Test Director
Independently conducted searches, gathered data and recorded evidence from Citi internal
system, Actimize, the internet, commercial databases and/or Compliance contacts within Citi
Aerotek Professional Services (Contract) Aug 2012-Aug 2013
Jr. Sales Reporting Analyst
Pulled reports on sales, quotes, calls, activities, phone stats, sign-on, and a variety of other
projects for sales teams, retention, and marketing departments
Provided junior level administrator support to Salesforce end users.
Executed SQL queries daily in order to complete ad-hoc reporting requests.
Document Management Specialist
Analyzed and defined business and technical requirements for the document management
systems
Facilitated new system training to all plant managers and employees
Assisted with writing user test plans during the implementation phase
Participated in audit reviews and corrective action plans in compliance with ISO 9000 and
OSHA regulations
Nielsen Online July 2011-Aug 2012
Operations Analyst
Defined, gathered, and validated data requirements to apply statistical analysis and testing.
Collaborated with senior managers and information technology to identify and solve data
issues in order to meet SLAs for clients
Generated data reports using QA tool to classify data usage for client service managers
Conducted audit reviews and created corrective action plans in conjunction with SLAs
Executed SQL queries in order retrieve monthly data from data loader warehouse and/or
backend tables
Created excel spreadsheets to display raw and weighted data results to client service managers
Everest University Online Jan 2010-July 2011
Senior Student Service Coordinator
Built partnerships with assigned student population to support their academic success
Researched and provided legal analysis on Florida state proprietary education laws
Created and implemented academic advising plans to increase student success
Created reports for managers to improve student retention rates and academic performance
Participated in weekly project planning to meet team and department goals
Maintained accurate student records based on FERPA using CampusVue and CRM
JPMorgan Chase (Contract) Feb 2008- Jan 2010
HSA Specialist/Mortgage Tech Specialist
Provided tech support to loan officers using loan origination systems: PACS, Zippy, Loansoft
Reviewed loan information to ensure compliance with federal, state, and local guidelines
Analyzed loan application for errors and non-compliance with RESPA
Processed health savings account transactions received via mail and EFT
Audited incoming transfers for compliance and potential fraud
School District of Hillsborough County July 2007- Feb 2008
Alternative Education Social Science Teacher 6-12
Established and enforced class rules for behavior and DJJ procedures for maintaining order
with juvenile offenders
Instructed through lectures, discussions, and demonstrations all subject areas related to social
science
Adapted teaching methods with Sunshine State Standards to improve student performance
Maintained accurate and complete student records as required by law, district policies, and
Dept. of Juvenile Justice regulations
Assigned and graded all class work and proctored tests as required by state law
MEMBERSHIPS AND PUBLICATIONS
Alpha Kappa Alpha Sorority, Inc.
American Society for Public Administration Member
Elevations Magazine, Exceptional Women in a Male Dominated Industry, 2007
SKILLS
Oracle/SQL, Micro Strategy Reports, business review/market research, database/document
management, Corporate Training, Blackboard Platform, Project Development, CampusVue,
CRM user, Microsoft Office Suite, Google Chrome, LexisNexis, Westlaw SPSS, Salesforce,
Toad, Goldmine, GEMS systems, Peachtree (novice), Windows Navigator, Mozilla Firefox,
Customer Service, Lotus Notes, Data Entry, Data Analysis, Data Manipulation, Critical
Thinking, Quick Learner, Credit Analyst, Quality Assurance, Detail Oriented, 65WPM,Problem-
Solver, HTTP Watch, DB Visualizer, Survey Monkey, WebEx/Teleconference, Actimize, HP
Quality Center, Mantas, Legal Analysis, Peoplesoft, ADP, SM9
References Available
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