Customer Service Cyber Security

Cheryl Hasan

704-***-**** **********@*****.*** Charlotte, NC 28215

SUMMARY

Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships, and growing businesses.

SKILLS

Attention to Detail

Collaborative Team Player

Verbal and Written Communication

Customer Service

Analytical and Methodical

Certifications:

Cyber Security

Tosca Certified - Admin I & II

Certified Test Foundation Level

Scrum Alliance Certification

Certified Scrum Product Owner

Microsoft Certified Professional

CRM-Zendesk, Salesforce, Service Now and Drupal and Site Core

Microsoft Office- Excel, Word, Google Forms, Google Docs-3 yrs

Call center: 1 year

Medical office: 12 yrs

Microsoft Excel: 5 yrs

Customer service: 10yrs

EXPERIENCE:

ITQA Analyst II, Mecklenburg County Government-Current

Charlotte, NC.

Perform full life cycle testing for the applications, platforms, and related interfaces.

Follow System Development Lifecycle (SDLC), quality, and compliance with internal processes related to regulatory or compliance requirements.

CRM functional, regression and UAT testing

Actively participate in requirement development meetings to gather/document software testing objectives from business units.

Participates in daily standup status meetings and sprint planning meetings.

Assist with analyzing business requirements to determine the range and scope of testing scenarios needed to fully exercise new or changed code.

Identify test objectives from requirement documents / technical design specifications, and map test sets/test cases to objectives to ensure test coverage.

Participate in the development of test strategies/test plans.

Assist with writing test scenarios, test plans, and test cases/test sets in compliance with Quality Services and industry standards.

Assists with identifying and/or creating test data following data compliance standards and requirements.

Execute end-to-end manual and/or automated tests, document results, and work with developers to remediate issues/retest defects.

Collaborate with other teams to achieve end-to-end process quality.

Use testing tools to record testing results and to store testing evidence.

Support change management/release management activities with detailed information regarding dependencies or risks identified during testing.

Maintain and update test documentation, user guides and help note to ensure the accuracy of applications and related documentation.

Assist with the designing and building of the regression test bed of repeatable test sets/test cases.

Track, report and review test results and associated metrics with the Quality Services leadership team.

Responsible for maintaining automation script execution for Mecklenburg County governments CRM platform apps.

Customer Service Representative, Bank of America

Charlotte, NC

Resolved challenging customer concerns while maintaining composure and resolving issue.

Highly organized with the ability adapt to changing business needs and ability to manage multiple moving parts.

Trained new employees on support processes and procedures.

Identified and supported agents needing additional training.

Attuned to urgent matters and adept at taking ownership to escalate customer concerns when necessary.

Managed customers database accounts performed customer verification.

Delivered support to over 110+ callers daily.

Answer questions or concerns on the client account while provide exceptional patience and delivering excellent customer satisfaction.

Troubleshot and resolved technical issues for customers.

Use Zendesk to track customer activities and employee’s interaction with customer.

Managed user profiles and security access.

Applied de-escalation techniques in difficult customer situations.

Worked with supervisors to resolve daily customer concerns.

EDUCATION AND TRAINING

Bachelor of Science

HDI Certified

Cyber Security Certified

CSM, CTFL, CSPO

Interpersonal Skills

Multitasking and Prioritization

Help Desk Support

Resolving Problems and Incidents

Contact this candidate