Customer Service Quality Assurance
Resume:
RANDY CRAIG
804-***-**** ********@*******.*** www.linkedin.com/in/randyc
OPERATIONS ANALYST - PROCESS IMPROVEMENT - QUALITY ASSURANCE
SUMMARY
Experienced in product operations support, business process improvement, and quality assurance. Offers a diverse background in client relations, operations and vendor management to help businesses achieve excellence in customer experience and improve operations. Skilled at defining and documenting product and process enhancements and communicating business needs to implement practical technology solutions.
SKILLSETS AND COMPETENCIES
Customer Experience
Business Requirements
Communications
Project Management
Product Development
Work Instructions
Systems Analyst
Process Documentation
Vendor Relations
EXPERIENCE
CHASE AUTO FINANCE/STUDENT LOANS, Richmond, VA 2006-2015
Business System Process and Operations (2011 – 2015)
Marketing Services, Sales Delivery and Operations (2006 – 2011)
Developed and documented business requirements and functional specifications, effectively communicating product/process enhancements to technology; monitored enhancements through project lifecycle, resulting in more concise and accurate updates.
Designed, managed and executed project plans; more than 90% of projects met delivery schedule requirements.
Managed overall product/system capabilities of a web-based private student loan product for use by post-secondary educational institutions to process student loans.
o Acquired 125 new university clients by providing training and product resources for external sales teams.
o Improved overall application functionality and ease of use by identifying and creating business requirements and process documentation for system enhancements.
Increased user security and decreased product risks from client access to an online private loan application by maintaining corporate access administration security documentation for the product.
Consistently ranked in the top 10% for proficiency at discovering and resolving defects when performing quality assurance testing and user acceptance testing (UAT) for development, test and production environments of new or enhanced product releases.
Provided operational support and vendor management. Proactively customized complex service options for 26 state agencies and 7 loan servicing entities to meet the needs of more than 500
clients resulting in excellent client retention, product growth and customer satisfaction.
Created work instructions, job aids, product and process training materials for staff and clients:
o Increased understanding of process flows that resulted in more concise business set-ups
o Promoted more consistent client and customer service across multiple areas of the business.
Led project for evaluating prospective new voice response telephone system to be used by multiple lines of business, resulting in cost savings exceeding $50k.
COLLEGIATE FUNDING SERVICES, Fredericksburg, VA 2005-2006
Director of Campus Operations
Managed internal team of seven that provided marketing, sales support and customer service to 25-person external sales team and their clients.
o Documented client-specific operational flows using Visio and incorporated client training materials using MS Word, MS PowerPoint and image capture software.
o Contributed to excellent customer satisfaction and retention.
Planned, designed and helped develop a new private education loan product. Worked across multiple lines of business to define product offerings, user documentation and marketing materials. Resulted in rolling out new product, meeting all project deadlines.
Vendor relations manager to coordinate client business set-up with 25+ external service providers. Maintained established service levels through monitoring vendor activities.
OTHER NOTABLE CAREER EXPERIENCE
Extensive experience in writing and implementing program review and compliance procedures for a state agency administering a federal program; oversight of client program administration resulted in recovering more than $1M due to program violations.
Lead in writing policies and procedures for state and regional associations, helping the organizations provide more consistent and accurate administration of association business.
A principle in creating the first Program Review Guidelines for the Title IV Federal Student Loan Programs to be used by the U.S. Department of Education
EDUCATION/CERTIFICATIONS
Bachelor of Science, Math/Education, James Madison University, Harrisonburg, VA
Microsoft SQL Fundamentals, New Horizons Computer Learning Centers, Richmond, VA
Quality Assurance Lead Certification, Chase Technology University 2014
TECHNICAL SKILLS
Software: HP Application Lifecycle Management, HP Quality Center, Visio, SalesForce CRM, SnagIt - Image capture, eCut, Microsoft Office Suite (Word, Excel, PowerPoint), PageMaker, Adobe Photoshop, Internet, Twitter
ACHIEVEMENTS & COMMUNITY SERVICE
- Distinguished Service Awards, The Virginia (1996-97) and Southern (1993-95) Associations of Student Financial Aid Administrators
- Commendation Award, Educational Credit Management Corporation Group, Inc. – 2001
- Relay for Life & Bark for Life: Richmond-Henrico, 2015-2016
- Member and President, Board of Directors, Church Road Commons Homeowner’s Association, 2012-2014
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