Project Management Quality Assurance

Nina Byrnes

ad5odr@r.postjobfree.com 908-***-**** www.linkedin.com/in/ninavbyrnesit or scan the QR code Career Objective

To excel in a dynamic business environment as a results-driven professional, leveraging exceptional team-building abilities and a commitment to maximizing operational efficiency. Seeking a challenging role within your organization lead by a genuine desire to contribute to the company's success and establish a lasting professional journey. With a track record of fostering seamless cross- functional collaboration and a commitment to continuous learning, I aim to grow and advance within the organization, embracing opportunities to develop my skills, make a meaningful impact, and contribute to its long-term growth. Key Skills and Certifications

• Expertise in Agile methodologies and SDLC practices.

• Solid technical aptitude and proficiency in product analysis, data analysis, business analysis, and project management.

• Translate business requirements into actionable insights through the effective application of proven and measurable elicitation techniques.

• Experience with multiple EHR Technologies, including Mychart, Modmed, and NextGen.

• CSM (Certified ScrumMaster) certification from Scrum Alliance.

• Transform Data into actionable insights.

• Proficient in Excel, Salesforce CRM, Jira, Xray, Azure, VBA, SQL, and rRDM (rapid requirements delivery methodology).

• Experienced in quality assurance and user acceptance testing.

• Utilizes automation tools such as Cyara and Spearline for efficient testing.

• Deep understanding of IVR software, specifically Genesys Cloud.

• Ability to deliver data-driven solutions that optimize processes and drive business success. Key Projects

CC2.0 Fortune 500 Pharmaceutical Company April 2022 – June 2023 Genesys Cloud IVR setup, deployment, and implementation for a Fortune 500 Pharmaceutical Company’s Global Services Contact Center. The project involved configuring and deploying the Genesys Cloud IVR system to support 6 corporate functions in 25 languages across 80 countries, facilitating approximately 75k calls per quarter. I Implemented automated regression testing across all languages and countries using Cyara software. Business Impact KPIs

• 61% improvement in agent efficiency.

• 28% Interactive Voice Response (IVR) call flow reduction.

• 67% improvement in average speed to answer.

• First contact resolution improved by 64%.

Professional Experience

Distribution Systems Analyst Messer Americas August 2023-present

• Own the Driver Payroll Process – 800+ Active Drivers across 53 Depot Locations in the U.S.A.

• Salesforce Administration

o Responsible for total organization new user setup, access, and permissions.

• Lead testing and implementation efforts of distribution systems.

• Data ETL using extensive knowledge of SQL.

• Excel Expertise and automation using VBA.

• Lead training and troubleshooting efforts with Transportation Managers and Business Process Excellence Associates.

• Defect Management and Tracking across all Distribution Systems including GOLD, Lytx, Descartes, Mobilink, and Salesforce.

• Facilitate elicitation sessions with stakeholders to transform business user requirements into actionable technical solutions.

• Act as liaison between location managers, human resources, and C level executives. Associate Consultant Sogeti-Capgemini U.S.A. March 2022-August 2023 BA

• Leveraged my strong team-building and interpersonal skills to foster trust and establish robust relationships with business stakeholders.

• Facilitate requirement elicitation and analysis, collaborating closely with stakeholders to gather and define project requirements.

• Drive backlog grooming and user story refinement processes to align with business needs.

• Compose user stories and prioritize product development backlog based on business priorities.

• Write acceptance criteria using BDD Scenario Syntax to facilitate effective testing.

• Foster collaboration among multiple teams and technology disciplines to ensure cohesive project execution. UAT

• Revitalized UAT Process: Reengineered UAT methodologies, introducing active involvement of business users and promoting collaboration between UAT team and scrum squad.

• Bridged Communication Gap: Initiated effective communication channels between UAT team and scrum squad, fostering transparency and ensuring alignment on project goals and requirements.

• Led UAT Team: Naturally assumed leadership role within the UAT team, championing change management initiatives, implementing process improvements, and fostering a culture of collaboration and continuous improvement.

• Achieved Exceptional Results: Streamlined UAT execution, resulting in higher-quality products, improved user satisfaction, and reduced post-release disruptions. QA

• Conducted efficient QA to ensure high-quality deliverables by performing functional, non-functional, black-box, and white-box testing.

• Led strategic decisions to improve testing efficiencies and accuracy.

• Collaborated with cross-functional partners to ensure a seamless roll out of the Global Services Contact Center.

• Developed and implemented regression automation for CC2.0 using Cyara, resulting in a significant reduction in execution time by 93% compared to manual efforts.

• Orchestrate test management and defect management activities, ensuring timely resolution of issues. Education

B.S. Business Administration – Information Technology Management Western Governors University, Salt Lake City, UT May 2022 Awards & Honors

Excellence Award – Innovative and Strategic Thinking Excellence Award – Business Environment Applications 1 Excellence Award – Emotional and Cultural Intelligence Excellence Award – Business Environment Applications 2 – Process, Logistics, and Operations Awards

Capgemini Northeast Rising Star Award – Q2 July 2022 Received the Capgemini Northeast Rising Star Award for outstanding performance, demonstrating proactiveness and fast learning abilities. Hobbies

In my time outside of work, I enjoy a variety of recreations. I love going on outdoor adventures with my dog, kayaking, practicing yoga, and exploring coffee shops and thrift stores with friends. My favorite show by far is The Office. I also love horror movies and welcome any recommendations for my next movie night.

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