Quality control analyst
Resume:
OBJECTIVE
I wish to leverage my business acumen, experience, and skill set to help a growth-oriented company achieve its strategic objectives in alignment with my professional goals.
PROFESSIONAL PROFILE
I have a 10-year career in the financial services industry serving in a variety of operational, information technology, and Quality Assurance (QA) positions for both Fortune® 500 and private companies. I have deep project management experience with Agile and Scrum methodologies. I possess excellent and bilingual (English/Spanish) written, verbal, and interpersonal skills with a history of demonstrated success in mentoring others to achieve career goals. I am proficient with a variety of software applications including commercial off-the-shelf (COTS) and proprietary accounts receivable management platforms such as Artiva RM, CACHE, CLASS, CT Term, EAGLE, FACS, FDR, TestRail, and VMware Workstation, in addition to the Microsoft Office suite (e.g., Access, Excel, Outlook, and Word). I also have experience in managing and mentoring colleges.
Technical and Professional Skills
Excel, Microsoft Office, Microsoft Word, Windows, VMWare Workstation, TestRail, Agile Methodologies, Scrum, SQL, Troubleshooting, Quality Assurance, Process Improvement, Outlook, FACS, ArtivaRM, SharePoint, Software Documentation, Team Building, Team Motivation, Training, Mentoring, Customer Support, Customer Relations, Customer Satisfaction
Explanation of gap
In 2018 I had a major accident which left me needing two major surgeries, long hospital stays and long recovery times. During which time, I chose to raise my children during their youth to both devote fleeting time with them as well as making sure that I was completely healed before reentering the work force.
PROFESSIONAL EXPERIENCE
Red Lobster Anderson, IN
2017-2018
Server
Greeted guests, took food and drink orders, ran computer for placing meal and drink orders, ran credit card and cash receipts;
Provided excellent customer service
ONTARIO SYSTEMS. LLC MUNCIE, IN 2015 to 2017
Quality Control Analyst ( 2015 to 2017)
Performed quality control evaluation (including smoke, regression, and exploratory testing based on user feedback) of product quality and features to identify defects within the Artiva RM and FACS applications;
Identified and logged defects; updated and documented test cases; routinely found defects and faults during exploratory and so-called “Happy Path” testing (e.g., testing as a user to model how the feature/product was designed to operate);
Worked in collaboration with the product manager to determine the most appropriate path of correction for identified defects and “bugs” (e.g., determine if the issue required remediation before or after a scheduled release);
Collaborated with product managers, engineers, and technical communications to meet critical deadlines in alignment with client demands and business needs;
Conducted daily meetings with key stakeholders (a cadre of developers, engineers, architects, testers, product managers, and scrum masters) to calibrate the status and progress of each product using Agile and Scrum project management methodologies;
Provided demonstrations for testing purposes and to verify that all product features met necessary requirements.
Interface Specialist (2015 to 2015)
Interpreted client documentation and requirements for mapping interfaces into Excel documents; performed troubleshooting of interfaces as merited;
Served as liaison for critical client relationships and business partnerships.
NAVIENT (Nasdaq: Navient) / SALLIE MAE (Nasdaq: SLM) FISHERS, IN
2007 to 2015
CRS Support Specialist/Operational Support (2014 to 2015)
Processed Navient/Sallie Mae commercial and U.S. Department of Education student loan accounts;
Provided web chat customer service in addition to telephone and SMS text support to education loan borrowers.
Portfolio Specialist I (2012 to 2014)
Maintained and updated daily, weekly, and monthly reports relating to Private Credit inventory, performance evaluations, and recoveries in both Excel and exported SAS jobs as assigned;
Managed Agency Relations and Weekly Reconciliation Reports for Sallie Mae/Navient’s third-party collection agency and law firm vendor partners;
Coached, trained and mentored new team members.
Private Credit Support Specialist I (2009 to 2012)
Allocated payments and fees to student borrower accounts; processed refund requests within proprietary portfolio management systems;
Created, updated, and distributed daily batch inventory and performance reports to senior management.
Email Team Collection Specialist-Private Credit (2007 to 2009)
Fielded inbound and generated outbound phone calls and email messages to customers with private education loans;
Helped student loan borrowers with repayment options and remedies to resolve their past due accounts;
Updated demographic data, account information, and school status; and when appropriate, leveraged non-payment resolution vehicles such a loan deferments and forbearance to prevent default.
Red Lobster Anderson/IN
2012- 2014
Hostess
Greeted guests, ran seating assignments, seated customers, and answered incoming phone calls;
Assisted with cleaning of tables, restaurant, and silverware rolling;
Aided with drink orders and food running;
Provided customer service and assisted with resolving occasional customer issues;
Mentored new employees
CLIENT FOCUS CORPORATION MESA, AZ 2006
Contact Manager
Interfaced with customers via telephone, e-mail, and web chat.
Managed office staff and closing office duties.
EDUCATION
IVY TECH STATE COLLEGE (2002-2005) (2010-2011) ANDERSON, IN
General Studies Courses
ARIZONA SCHOOL OF MASSAGE THERAPY (2005) TEMPE, AZ Certificate, Massage Therapy
Anderson High School Anderson, IN High school diploma Core 40, GPA 3.74
PERSONAL REFERENCES
Amber Jones
ADRC Supervisor
LifeStream Services
Yorktown, IN 47396
765-***-**** Mobile
Brian Caudill
Technical Vendor Services Manager
Sallie Mae
8425 Woodfield Crossing Blvd.
Indianapolis, IN 46240
317-***-**** Mobile
adurdh@r.postjobfree.com
Eric K. Johnson
Vice President, Business Development
Navient Portfolio Management, LLC
Fishers, IN 46037
317-***-**** Office
317-***-**** Mobile
adurdh@r.postjobfree.com
PROFESSIONAL REFERENCES
Chris Repp
Senior Software Engineer
Finvi
Muncie, IN 47305
765-***-**** Mobile
adurdh@r.postjobfree.com
Trish Boyd
Senior Software Engineer
Finvi
Muncie, IN 47305
adurdh@r.postjobfree.com
Le’Ann Holding
Sales Representative
Janitor’s Supply Company
Middletown, IN
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