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Customer Service Data

Colorado Springs, CO
May 14, 2020

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Lisa C. Sears

**** ******* **** ***# *** Colorado Springs, Co 80904 225-***-**** (c)

Business Quality Assurance Program Analyst II

Motivated Business Quality Assurance Program Analyst II with an extensive knowledge on IT advising specifically in the field of testing and analysis. Proficient in all iOS and Android platform testing and running data analysis on a variety of different customer data sets. Supports staff members with training and assistance in testing platforms to provide customer data analysis. Skillful knowledge in a variety of customer membership programs within the healthcare system. Seeking to extend knowledge and skills within the field of Quality Assurance Engineer and IT Advising.

Areas of Expertise & Technical Skills

Inclusive Communication

Customer Service

Agile/Scrum Methodologies

UFT Testing

Web & Application Testing

Data Analysis & Interpretation

Software Testing


Testing Techniques

Comprehensive Planning

Team Collaboration

ALM Testing Tool

iCEDQ Data Testing Tool

Professional Experience

Blue Cross Blue Shield of Louisiana, Baton Rouge, LA 1999 - Present

Business Quality Assurance Program Analyst II (2018 – Present)

The Business Quality Assurance Program Analyst II supports the Enterprise Business Quality Assurance Program by ensuring data quality within the Enterprise Data Warehouse Program and integrated services that enable essential enterprise business processes and services. They will work in an agile method creating an end-to-end test plan; executing the plan and managing all activities in the plan to ensure that all the functional and design specifications and testing requirements are met. The Analyst ensures the testing is well-defined, planned and executed which is done by ensuring that every phase and feature of the validation is tested and that any potential defect or bugs are identified, communicated and fixed before the data is implemented into production.

Accountable for complying with all laws and regulations associated with duties and responsibilities.

Examines BRD, FRD, Technical Requirement documents, and Design documents to evaluate multiple

Business features in an Agile environment within the Enterprise Data Warehouse.

Assesses Agile/Scrum systems with Product Owner, Scrum Master, Developers, to better understand data analysis.

Performs Data Validation and regression testing in a test and production environment for multiple data extracts.

IT Advisory Quality Assurance Engineer (QA) (2012 - 2018)

Examines BRD, FRD, Technical Requirement documents, and Design documents to evaluate multiple Waterfall projects.

Assesses Agile/Scrum systems with Project Manager, developers, and UI designer to better understand data analysis.

Performs UAT, functional and regression testing for all aspects of the Application for customers according to the Acceptance standard.

Implements testing for mobile application device including all iOS and Android devices.

Trained and supported clients and staff on software and testing systems.

Enrollment System Development Specialist (2010 - 2012)

Established positive customer relations by analyzing customer data including, benefits, contractual, and demographic information.

Coordinated testing, implementation and validation for Facets Refreshes, Facets Conversions, customer’s upgrades, corporate projects, and internal projects across departments.

Organized testing schedules, cases, and defect checking to provide superior customer service.

Managed and trained staff members on Customer Identity Management tool.

Supported team and company with knowledge of Healthcare Enrollment Group Membership and Individual Membership and Maintenance.

Individual Membership and Billing Specialist (2003 - 2010)

Maintained files and status on individual subscribers and products by sustaining the Eblue membership and Cash Track membership.

Navigated misreps by gathering false or fraudulent information on insurance applications.

Provided a number of services by supporting the customer through phone and email.

Group Enrollment Specialist (2000 - 2003)

Processed Group Enrollment contracts for claims in the greater Louisiana area.

Arranged group billing and invoices for claims processed for region.

Managed Group Benefit changes for claims.

Started extended tenure as Claims Data Medicare Specialist in 1999.

Education & Training

SQL, Intermediate Training, 2019 - 2020

Unified Functional Testing (UFT), Basic and Intermediate Training, 2018 – 2017

SQL, Basic Training, 2016

ITIL Certification, Foundation Level, 2016

ISTQB Certification, American Software Testing Qualifications Board, 2016

ICP Certification, ICAgile Certified Professional, 2016

Professional, Academy for Healthcare Management Certification, America’s Health Insurance Plan, 2015

SAFe (SP) Certification, Scaled Agile, Inc., 2014

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