Customer Service Quality Assurance

Profile

Skilled at leading project team members in completing project stages

Developed and executed communication, quality control, and problem solving initiatives

Ability to work with other people effectively; innovative thinker, challenge seeking, organized, reliable and highly adaptable; ability to lead and self-motivate; adept analytically and quantitatively

Experience

Olympia Systems Corp, (March 2014-to Date)

Business / QA Analyst

Analyzes the feasibility of, and develops requirements for, new systems and enhancements to existing systems; ensures the system design fits the needs of the userss.

Work with Developers to ensure that all aspects of the system have proper testing coverage and overall system reliability, performance and quality.

Acts as a liaison between departmental end-users, technical analysts, information technology analysts, consultants and other organizations in the analysis, design, configuration, testing and maintenance of case management systems to ensure optimal operational performance.

End to end validation of business processes, functionality. Ability to understand current business processes and implement efficient business process.

Defines and documents customer business functions and processes.

Identifies opportunities for improving business processes through information systems and/or non-system driver changes; assists in the preparation of proposals to develop new systems and/or operational changes

Provides technical assistance in training, mentoring, and coaching professional and technical staff.

Scotia Bank, (October 2007-to February 2014)

Business / DATA Analyst / QA Tester

Used data mapping techniques to validate business rules and identify low quality missing data in the existing HPQC requirement

Provide hands on training and work direction on applications, products, standards and methodologies.

Work with Developers to ensure that all aspects of the system have proper testing coverage and overall system reliability, performance and quality.

Software Development Life Cycle (SDLC) experience including Requirements, Specifications Analysis and Testing as per the Software Development Life Cycle

Co-ordinate the testing of small to medium size projects using defined criteria across various platforms, configurations and environments both onsite and offsite (India).

Provide recommendations regarding the assessment of the risk, quality of changes and enhancements to more than 100 existing applications (e.g. credit card, precious metals, direct investing) and delivery partners (e.g. Technology, Operations, Direct Channels, etc) and processes which support the domestic bank network.

End to end validation of business processes, functionality. Ability to understand current business processes and implement efficient business process.

Track, monitors and communicates project progress and provide testing workday estimates.

Build relationships while working closely with the developers and business teams to apply testing processes and methods such as test plans, test cases, scripts, and test scenarios.

Identify troubleshooting issues, raise problem logs and retest within specified timelines as necessary.

ScotiaMcleod Direct Investing, (November 2006-September 2007)

Branch Service Representative

Handle special projects and carry out tasks requiring industry skills and knowledge including cross training that is assigned from time to time by management.

Personally dealing with branch escalated inquires relative to their client’s SMDI brokerage account and investments, as well as providing guidance and/or resolution to complex situations to ensure complete branch and customer satisfaction.

Provide specialized product and administrative operational expertise to satisfy overall quality branch service.

Provide proactive feedback to Trading & Service and Marketing (IntraLink) to enhance understanding of sales and administrative processes and improve these processes where appropriate.

Scotia Bank, (January 2005- November 2006)

Customer Relations Representative

Evaluate and expedite delivery in-line with customer’s expectations.

Provide direct responses to basic product/service inquiries avoiding use of internal bank terminology.

Updating of system credit software from head office and facility input.

Maintenance and security of collateral and legal documents.

Processing and verifying accuracy of stock reports.

Scotia Bank ISS Securities Operations, (February 2001- January 2005)

Account Representative

Manage transaction processing team to ensure a high level of operational efficiency, management control, and customer service.

Represent Custody Services primarily in internal relationships with other areas of securities operations and the bank.

Ensure that operational risk is controlled by managing processing accuracy and addressing all sensitive situations in a timely manner.

Liaise with internal department to resolve client issues or reconciliation exceptions.

Follow business objectives and action plans to improve operational efficiency and customer service.

Relevant Skills

Financial Software: HPQC, MPower System Software, Bloomberg Trading System software, Trust Accounting System, ViewFinder (Royal Trust), Standing Banking, (FFT) Form Free Teller, BNS Intralink,

Application Software: Lotus Notes, Microsoft Excel, Microsoft Word, Visio and Microsoft PowerPoint.

Education

Charted Financial Analyst Program Preparing to enroll

University of Karachi, Pakistan (Bachelor of Commerce) 1991 to 1993

Activities and Interest

Volunteer with the St Vincent DePaul Society and Knights of Columbus

Reading and Golf

References available upon Request

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