Quality Assurance Customer Service

Melony Broadnax

Summary

Banking industry professional with over 15 years of experience, including 10 years of experience with data

coordination, trend reporting, and defect reporting on high profile transition projects and 8 years of experience in

Quality Assurance and software testing. Broad knowledge of business process and testing methodologies, as well as

proficiency with software applications. Self-motivated and able to learn new processes quickly as well as manage

conflicting responsibilities in a demanding and changing environment with ease and accuracy. Articulate

communicator who is able to work across all levels of the business to build partnerships that benefit the

organization.

Core Skills

QA Methodologies (Quality Assurance Life Business Requirements Document review, Functional

Cycle, Defect Management Life Cycle), Steps Design Review, and Testing review

Application logic and dependencies required for

Software Development Life Cycle

methodologies, Six Sigma methodologies complex functional testing projects

System Integration Testing, User Acceptance Shakeout, Planning and Execution of test scenarios for

Testing phases and production roll-out numerous releases and code deploys

Process Design and improvement SharePoint, SQL Server, Clarity, PCM WEB, PPRT,

SharePoint design and development Oracle-Flexcube, OBIEE Custom & Canned Reports

Word, Excel, PowerPoint, Project, Access, ALM/Quality Center/Test Director,

Visio, Snag It ACT/Witness/Disposition Manager, Merlin/TPX/Boss

Fast/Lean, Frontier, TSYS

Professional Experience

Wells Fargo – International Operations: Contractor, QA/User Acceptance Tester Analyst responsible for

conducting user acceptance regression (Logical Day and/or Cycles with iterations) and downstream testing activities,

creating User Acceptance Test cases and test scripts per business requirements documents, testing Flexcube by

booking various Money Market, Funds Transfer, Foreign Exchange, and Journal Entry transactions, authorizing the

transactions and validating the extracted data from GAMS files, and executing test scenarios using Flexcube, which is

responsible for international core banking including Direct, Mobile, Private, Lending and Investing for Financial

Solutions. Also responsible for documenting UAT testing activities in Hewitt Packet (HP) Application Lifecycle

Management (Quality Center); Writing and Executing Test Cases/Scripts; Preparing Test Plan and Lab for upcoming

Logical Day Testing. Collaboration with teammates on application errors uncovered during testing, mapping business

requirements to test scripts in HP Application Lifecycle Management, generating defect reports and making

assignments for testing, executing SQL queries on the backend Data Manipulation Statements, testing web-based

application developed on UNIX platform with MS SQL server as backend, managing recorded scheduled testing

activities/ tasks (Predecessors and Successors) stored on SharePoint

Bank of America – LAS Cross Functional: AVP, Senior Project Analyst responsible for SharePoint

administration, site design, training and development, SharePoint analysis, working with Business Partners

to develop a SharePoint Lesson’s Learned/Best Practices Template and Database for tracking initiative

testing risks, synchronizing program-level plans with the project plans weekly, providing Data Quality Reports to

Executive Management twice weekly, assisting with project charters, project plans, business requirements

documents, and status reporting, facilitating team testing summits, project update meetings, and leadership

face to face meetings

Bank of America – Testing Center of Excellence/Change Management: AVP, Analyst II Systems Engineering

responsible for SharePoint administration, site design, and development, creating a “Best Practices and Lessons

Charlotte, NC 28269 704-***-**** **********@***.***

Learned” database on the SharePoint site, and SharePoint compliance. As a Quality Center testing tool

Subject Matter Expert, act as a liaison between team and technology partners to plan for all major/minor

upgrades and outages to the tool, create business cases for automated enhancements to Quality Center used

by technology groups, facilitate

Melony Broadnax

Quality Center training, and assist with coordination of User Acceptance Testing through Quality Center. Also

facilitate training related to team processes and tools required during Systems Integration Testing, User

Acceptance

Testing, Dress Rehearsal, and Implementation for LaSalle, Countrywide, and Merrill Lynch Transitions.

Generate trend test script reporting and defect analysis reporting for cycle and iteration testing, execute and

analyze SQL queries on the backend for process improvements, up date detailed project plans, schedules, and status

reports for all resources, and assist Project Test Managers with facilitating meetings, presentational slides, and

application training.

Bank of America – Customer Experience Team: Officer, Quality Analyst responsible for conducting trend

reporting of team performance/shrinkage production overview, managing administrative tasks including

associate timesheets, interviewing applicants, and providing ongoing support to peers on ACE procedures,

evaluating attributes, and understanding production. Analyzed recorded calls across 15 call centers using

ACT/Witness software to ensure quality and evaluate employee knowledge, ability to follow policies and

procedures, and overall customer service skills. Prepared error reports for system developers to track

recurring system and application issues, participated in Disposition Manager Gage R&R to provide data

around repeatability and reproducibility, along with discussion notes for future improvements. Also

provided project analysis for Automatic Clearing House transaction and On-line Banking calls. Strategized

root causes of ACH errors and engaged the appropriate technology team for resolution

Bank of America – Small Business and Change Management: Operations Analyst/Quality Assurance Analyst

responsible for working with Work Force Management to maintain staffing levels to meet appropriate service

levels, executing routing strategies for call volume load balancing/routing using Call Delivery and CTI,

communicating problem resolutions and contact center performance to impacted business partners using

Intra-Day reporting, creating system and maintenance profiles for all customer accounts, researching and resolving

ULZ and ACH implementation issues, and handling of escalations as required.

Employment History

Wells Fargo

International Operations 4/2013-Present

Bank of America

LAS Cross Functional 8/2011-12/2012

Testing Center of Excellence 9/2006-8/2011

Customer Experience Team 7/2004-9/2006

Small Business and Change Management 8/2001-7/2004

Education

Charlotte, NC 28269 704-***-**** **********@***.***

CPCC, Charlotte, NC 01/05-05/07

AA Psychology

NC A&T State University, Greensboro, NC 8/86-6/89

Psychology major

Charlotte, NC 28269 704-***-**** **********@***.***

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