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Manager Quality Assurance

San Leandro, California, United States
January 27, 2017

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Samantha Hamilton

*** ********* ** * San Francisco, Ca * 94117 (P) 510-***-****

Summary of Qualifications:

Recognize opportunities and pursue without guidance; self directed, self starter

Proactively add value and improve the investors perception of banking products, through understanding their business needs.

Ensure that work completed by the underwriter/insurance agent is in compliance with generally excepted practices.

Effective interpersonal skills, team player, good communicator

Strong interpersonal skills, able to communicate effectively and eloquently with all levels of corporation(e.g., CEO, CFO, COO, SVP, VP)

Excellence in establishing and maintaining customer and peer relationships

Five years of customer facing sales and commission sales

Multitasking, time management skills, prioritizing skills

Advance computer skills (e.g., Microsoft Office, Outlook, Q-nomy Ops Cons, Web Axe, SBC Web Lex system, BOSS, SORD, Premis, ACT Order Process Salesforce, Netsuite,Tumbleweed, Quickbase)

Knowledge of TCP/IP routing, T1, DSL, HTML, Packet Loss, Latency, DNS

Professional Experience

Wiline Network Inc – San Carlos, CA

Client Relationship Manager (August 2015 – January 2017)

Answer trouble calls/reports, configure and program equipment.

Identify and resolve all technical challenges as appropriate; execute duties in a thorough and timely manner.

Support various departments, Research & Development, Product teams in troubleshooting and identifying issues with the network, platform and product suite.

Manage trouble tickets with the goal of closing tickets and supporting customers quickly and efficiently.

Provide escalated support to related corporate departments.

Act as a technical liaison or subject matter expert in matters of support to cross-functional departments.

CCT Telecommunications – Lodi, CA

Client Relations Manager (June 2011 – August 2015)

Develop process, data and object modeling in a variety of application and database environments.

Managed a team of five (5) including support technician and telecom administrator.

Perform monthly and quarterly reviews to increase employees performance

Increased productivity by 30% while simultaneously reducing churn by 10%

Provide database design, development, and enhancement, as well as management and coordination of changes to existing applications.

Identify and resolve all technical challenges as appropriate; execute duties in a thorough and timely manner.

Work with internal groups to troubleshoot and resolve T1, DS3, Ethernet, OC-X, DID, SIP, MPLS, Fiber, 1+ and Toll Free services.

Blackhawk Network Inc – Pleasanton, CA

IT Implementation Manager (March 2009 – May 2011)

Co-ordinates the launch of new digital partners onto Blackhawk’s digital services platform.

Works with various teams both internal and external to understand unique business models and manage the launch

Builds, creates, and manages product listings across Blackhawk’s Digital network

Manages the gift card launch process for products on top eCommerce sites including,,, and many others

Utilize external systems to manage, track and onboard distribution channels product inventory

Responsible for accurately managing all product listings as outlined by our Content Providers.

Maintain and create reports of product catalogs across BHN’s Digital distribution channels

Coordinate with Product Implementation team to develop a product launch calendar to be published within the Business Development group

Build and publish online promotions as developed by Account Management team

8x8 (formally Contactual Inc) – Sunnyvale, CA

Provisioning Manager (April 2007– August 2007)

Project Manager (August 2007 – February 2009)

Provide high end customer training/consulting

Manage key new partner projects

Research, write, maintain and publish high-quality documentation and online content for all aspects of the 8x8 partners and professional services programs, ensure that the material is accessible and available to internal and external customers

Drive success for key partners by becoming a trusted advisor, educating customers on product capabilities and engaging external professional service resources as necessary

Learn industry best practices for call centers use of contact center solutions and identify how 8x8 can be leveraged to implement these practices for customer success

Track and work with other departments on projects to reduce churn and develop customer retention solutions

Deliver presentations to Director and VP-level executives

Provide assistance/coaching using the Scrum/Agile process across the organization that coincides with the company goals in functional areas of software development.

Perform activities related to scheduling, resources, documentation, and cross-functional execution of new partner rollouts

Perform activities related to scheduling, resources, documentation, and cross-functional execution of new partner rollouts

Pickpoint Corporation – Pleasanton, CA

Customer Service Manager (August 2005 – February 2006)

Quality Assurance Manager (February 2006 – March 2007)

Manage, support, troubleshoot and maintain sale automation system for the U.S. Military

Provide onsite training and telephonic support

Involved in development, testing and training of new software programs

Instrumental in diagnosing major system malfunctions and implementing solutions

Work with the engineering team to ensure the products are designed properly and bug free

Responsible for the coordination and completion of projects

Exercising judgment and making decisions to promote smooth workflow within the team and ensure that customer demands are met

Responsible for all activities involving quality assurance and compliance with applicable regulatory requirements

Oversee installation of servers, security procedures of the infrastructure

Reviews, analyzes, and modifies programming systems including testing, and installing to support an organization's client/server software applications

Monitors and reports the effectiveness of training on employees during the orientation period and for career development

Acts as advisor to quality assurance engineering team regarding projects, tasks, and operations

Designs and conducts company training programs

Conduct audits and reviews/analyzes data and documentation

Assist in development of quality assurance standards, processes, and controls

RCN Communications – San Mateo, CA (December 2001 – July 2005)

Lead ILEC Provisioning Specialist responsible for training and report management

Manage the day to day operations of the circuit provisioning team

Responsible for solving more complex problems or issues

Pulling reports and correcting errors in the NPAC/LSOA system prior to install

Responsible for the design, installation, and maintenance of circuits and the provisioning of parts or supplies as needed

Monitor orders placed and received for completeness and accuracy

Processing work in the switch

Lead and direct the work of others

Assign action items evenly throughout the team

Communicate urgent items to/with the ILECs, CLECs, RBOCs


San Francisco State University, San Francisco, CA

B.A. Business Management (1997)

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