Project Manager Quality Assurance
Resume:
D EBORA H AGREL LA
Farmington, CT 06032
*******.*******@***.***
PROF I L E
Administrative Coordinator professional with strong analytical/administrative
s kills, experience with implementation and administration of quality assurance
metrics as it relates to office processes. Excellent problem solving, interpersonal
communication and customer interfacing skills. Recognized as individual who
achieves excellence in office administration and reliabili ty. Special skil ls include:
H ighly Organized Training Excellent Communication
IT Project Management Quality Assurance Customer Focused
PROFESSIONAL EXPER I E NCE
Landworks Realty, Fa rmington, CT
2011 – 2014
Administrative Coordinator
• Performed administrative functions for a boutique real estate fi rm, reporting
d irectly to owner of the agency. These functions included: answered calls and
booked appointments; t racked upcoming closing dates and other critical
dates; generated commission invoices; updated M LS with critical agent
p roperty information; produced weekly real estate confidential reports for
senior partners; submit ted weekly advertisements to local periodicals;
p rovided hands-on technical t raining to eight real estate agents; acted as
scribe during bi-monthly sales meetings and responsible for smooth running
of office. Created monthly f loor duty schedule for agents.
• IT Project Manager for the e-mail conversion of the office to a hosted-
exchange e-mail provider. This required complete understanding of all the
agents’ peripheral devices in order for the successful t ransition over to this e-
mail platform.
• IT Project Manager for the successful opening of a second office in Simsbury,
CT. Designed the voice and data network for this office; instrumental in
ordering PC’s for the office; responsible for the review and acquisition of a
new digital telephone system; authored an RFP (Request For Pricing), which
was sent out to several IT support vendors to contract for their services for
both offices and active and central team member for the acquisition of a real
estate database.
H a r tford I nsurance Group, H a r tford, CT
1983 - 2011
Bil l ing Service Representative - AARP Personal L ines Call Center
2010 –2011
• Working in a multi-million dollar call center, answered basic and complex
b illing questions for customers calling in. This required exceptional customer
service skills.
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Deborah Agrella 860-***-****
Business Analyst 2000 – 2003
• Developed and wrote specifications and project plans, estimated t ime
requirements, established deadlines, and monitored progress toward critical
p roject milestones for the Personal Lines Automobile mainframe system.
Telecom Engineer 1989 – 2000
• Researched, assessed, recommended and implemented enhancements to the
corporate telephony services and dependent systems environments.
Responsible for creating and sending out RFP’s (Request for Pricing) to many
varied telephony and network vendors. Inspected and monitored
i nstallations to ensure compliance with applicable regulations, guidelines,
s tandards and procedures. Monitored the status of the various PBX’s,
voicemail systems and t rouble-shooted any service impacting problems.
Quality Assurance 1985 – 1989
• Manually tested small-to-medium projects within the Personal L ines
A utomobile mainframe applications.
Programmer 1983 – 1985
• Programmed in structured COBOL on the mainframe Personal L ines
A utomobile system.
Technical Skills: M icrosoft Word, Excel, PowerPoint, Publisher, Outlook; Showing
Desk; M LS;
E ducation: Course work at Tunxis Community College; Farmington, CT – GPA 4.0
Volunteer Work: Past Chairperson of St. James Outreach Committee, team
participant in many in-state and out-of-state walk-a-thons, volunteer for Habitat for
H umanity.
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