Customer Service Quality Assurance

Cathy Malone

**** ********* ** ( Holiday, FL ****1 ( **********@*****.***

Home: 727-***-**** ( Cellular: 727-***-****

Technical Support Specialist / Mortgage System Analyst

Operations ( Quality Assurance ( Customer Satisfaction ( Call Center

Operations

Accomplished, long term employee with over 20 years of experience in

domestic operations within the technical and financial services industry.

Software Quality Assurance (QA) testing experience with a wide variety of

projects and environments. Functionality, compatibility, reliability,

exploratory/ad hoc, load/stress, usability, installation, security and

related test methodologies. Track record in increasing productivity,

improving moral, merging processes, consolidating locations and Level 2

Tech skilled in troubleshooting technical problems with internal staff and

customers.

AREAS OF EXPERTISE

. Quality Assurance

. Process Improvement

. Change Management

. Consolidations

. Management

. FCRA/FACTA Compliance

. Strategic Business Planning

. Office Networking

. Call Center

. Consumer Credit

. Telephony

Accenture 11/14 to Present

QA

Duties:

. Writes test plans and test cases; execute test cases and records

defects in tracking system. Maintains testing environment.

. Develops and establishes quality assurance measures and testing

standards for new applications, products, and/or enhancements to

existing applications throughout their development/product lifecycles.

. Executes and maintain regression scripts.

. Makes recommendations for improvement of applications to business

analysts and software developers. Proactively recommends and supports

process improvements.

eMASON, Inc. DBA Clarifire 09/12 to 8/14

QA

Key Accomplishments:

. Responsible for the quality assurance and software testing processes

of the application

Verify that programs function according to specifications and

standards, by developing software test plans and cases, procedures,

and validation summary reports

Ensure the overall quality of all deployments through Deployment Smoke

Test signoff

Create and maintain the following testing documentation:

Testing estimates Master Test Plans / Test

Strategies

Test Scenarios / Test Cases Test Scripts

Test Results Detailed defect logs

Duties:

. Executing automated scripts, reviewing results and creating

documentation

. Regression testing of clients and internal servers transferred to the

Private Cloud

. Extensive experience in Web Services and Console App testing, worked

with imports to transmit and run workflows in various clients sites

. Testing of web application, client-server, network, multimedia and

database

. Write, revise, and verify test plans / strategies, test scenarios,

test cases and test results for program design and product evaluation

. Produced Excel Reports on status of projects

. Review new or modified programs, including Software Requirements

Specifications, Functional Design Documents and Process Maps, to

determine if program will perform according to requirements and

guidelines

. Creates and maintains defects and defects logs for functional areas

and/or overall project area

. Establishes or maintains metrics program on test case planning and

execution

. Work with Client Testing teams to set up test scenarios or test data

to identify and correct program defects during UAT phase

. Work closely with project team members (QA, PM, BA, DEV, DBA) on

maintaining schedules and reporting progress / results

. Reviews and provides feedback on Client's test scenarios, test cases

and test results

JPM Chase 08/09 to

09/12

Software support specialist for the mortgage department staff

Key Accomplishments:

Created reports to track call volume

Created databases/spreadsheets to report ticket quality and volume

. Created templates to communicate ticket status with the customer and

system status with the phone agents

Resolved issues that first level agents didn't resolve on the inbound

call from customer

. Created Spreadsheet reports of inbound call numbers

. Maintained weekly spreadsheet reports of call stats

Trained new hires and existing staff on new applications

Maintained the telephony systems and skills in Avaya

. Maintained the agents' schedules on eWFM

Created a monthly Newsletter to be distributed to over 160 staff

members including management

Lead for the Marketing Tower for our department

LandAmerica Lender Services and LandAmerica Credit Services, Inc

02 /92 to 08/09

(Formerly INFO1 Holding Company & Lender's Credit) LandAmerica Lender

Services offers a variety of centralized, nationally coordinated real

estate transaction services to lenders and mortgage servicers nationwide.

Office Manager, Technical Support Manager / Technical Support Specialist

2002 to 08/09

Customer Service and Technical Support

1992 to 2002

Key Accomplishments:

Skilled project manager able to manage multiple projects within Credit

Services

. Created a customer service production spreadsheet log utilizing a

detailed, custom created tracking sheet that is still in use today,

for all employees on daily, weekly and monthly production. This

resulted in a production increase of 3% over the previous year.

. Assisted in merging operations of formerly known affiliates of INFO1 .

Streamlined and standardized production between 11 locations

nationwide resulting in staff reductions of 10%, expense reduction of

15%, and implementation of consistent practices across the sites.

. Helped in downsizing consolidation project to cut expenses by 15%.

Transitioned staff to telecommuting environment while maintaining 100%

of goals and customer satisfaction.

. Evaluated and improved customer set up process 20% within a two month

period in 2006. Empowered staff with a new process by providing them

step by step instructions and judgment guidelines resulting in

improved customer set up turn around times and a more streamlined

exception process. Improved bottom line by reducing consolidating two

departments into one and reducing FTE's in the new department.

. Project team member involved in designing, developing, testing and

deploying proprietary Back Office software.

. Excelled in all areas of customer service and technical support for

the New York office. Responsible for the office network, individual

work stations, along with day to day operations of the staff and the

facility.

. Worked extensively troubleshooting problems using our interfaces with

Mortgage LOS's and Fannie Mae and Freddie Mac. Ex, Calyx,

Encompass/EPass, FNBA, Byte, ArcSystems and GMAC.

EDUCATION, CERTIFICATIONS & TRAINING

. Fair Credit Reporting Act (FCRA) Certified

. Workplace Harassment Prevention Training

. Code of Business Conduct Training

. Efficiency in Management and Delegation

. Computer Information Systems

Systems/Program knowledge:

. Access/SQL Database

. MTM/TFS

. Toad for SQL

. Microsoft Office Suite

. Visual Basics

. Avaya Phone System

. Publisher

. Chase & PerCentage Credit Systems

. Citrix

. RTA

. eWFM

. Publisher

. Proprietary Credit System(s)

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