Quality Analyst Financial Services
Resume:
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CHAD GREENOUGH, MFA
Bayou Vista, TX
****.*************@*****.***
LinkedIn: https://www.linkedin.com/in/chad-greenough-1709b1360/
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QUALITY ANALYST Transforming and Delivering Exceptional User Experience Through a Culture of Product Quality
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Transformative quality analyst professional blending leadership and certification in insurance and financial services, delivering robust testing capabilities, risk mitigation, testing proficiency in Agile and Waterfall, program quality checks, policies, and procedures. An influential leader who provides requirements analysis and creates test cases to enhance product quality and process enhancement. Conduct meaningful system risk-based analysis and system testing to drive quality, continuous improvement, quality assurance, and operational impact when developing processes and defining test data. Work independently and with teams. Maintain excellent working relationships with diverse audiences and management.
Core Strengths and Experiences:
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* Software Development Life Cycle
* Risk Assessment, Risk Management
* Analyze Testing Capacity, Test Data Design
* Execute Test Cases, Test Strategies
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* Strategic Thinker and Performer
* Talented Test Script Developer
* Strong Data Analytical Skills
* Team Leadership, Leads Change
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Professional Experience
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AMERICAN NATIONAL INSURANCE Galveston, TX Apr 2006 to Apr 2025
An established multi-line insurance corporation providing various insurance products and lines, financial services, and annuities.
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Senior Quality Analyst
Engaged with stakeholders to identify business needs and data sources to deliver customer experience excellence. Collaborated with product owners and developers to clarify desired product features, requirements gathering, and conducted tests to ensure high-quality results. Leveraged Tosca and Azure DevOps expertise for continuous system and development processes. Used SQL for data integrity testing. Managed priorities and delivered timely/accurate products, focusing on customer service to respond to requirements in a business service environment. Familiar with fleet management and leasing services related to commercial and personal insurance.
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- Created test cases and automation scripts to drive system quality in system processing; performed regression, exploration, negative testing, disaster recovery, and web services testing.
- Utilized Azure DevOps to write requirements and create test plans, reusable test cases, and test steps; reusability allowed for test plans to be created in half the time.
- Provided product updates to team leadership by communicating problems and system bugs, ensuring timely updates are performed.
- Documented and executed detailed test plans and cases, summarized and logged audit findings for reporting purposes.
- Conducted risk management when monitoring testing procedures and verifying performance to establish item specifications and protocol for system feature changes from high to low; rated usage frequency and consequence level to ensure proper functioning.
- Confirmed testing adhered to policies and data integrity for specific testing criteria using multiple queries and data sources; reduced errors in testing from insufficient data, increased testing efficiency, lowered testing costs, and moved changes into production faster.
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CHICK-FIL-A Webster, TX Jul 2005 to Apr 2006
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A family-oriented restaurant providing memorable experiences for every guest with various classic fast-food menu options.
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Shift Leader
Managed a team of 15 and prioritized tasks, such as preparing food and operating equipment to enhance team productivity. Trained team in food preparation techniques, maintained well-stocked work areas, and managed cash/credit transactions. Reported and responded to guest concerns and complaints courteously to ensure 100% customer satisfaction.
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- Assisted with the shift flow, ensuring all assigned tasks were completed, and helped management prepare store reports.
- Supervised shift schedules to ensure 100% employee availability at stations and ensured guests were served promptly.
- Exceeded monthly goals by 5-10% by training and mentoring teams on customer service, food and beverage, and upselling skills.
- Maintained employee retention rate to nearly 70% through management, training programs, performance reviews, and coaching.
- Ensured the team provided 100% satisfaction in promptly processing orders from drive-through and walk-in guests.
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JACK IN THE BOX Sante Fe, TX Jun 2003 to Jul 2005
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A family-ordered fast-food restaurant providing full-service, all-day menu items from burgers, tacos, and classic breakfast items.
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Assistant Manager
Assisted, assessed consumer needs, and maintained current product knowledge and market trends to meet consumer preferences. Managed daily operations to meet company performance targets, quality, and service expectations to meet corporate goals.
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- Oversaw personnel training for a team of 20 on equipment usage and safety while promoting training to develop professional skills.
- Evaluated employee performance by position reviews, resulting in better products and service and faster delivery, and conveyed constructive feedback to employees to improve skills.
- Maintained positive customer relations by addressing challenges and implementing successful corrective actions that increased customer satisfaction and retention.
- Opened/closed the restaurant and monitored shift changes to ensure operational strategies and service excellence were achieved.
- Assisted in organizing and overseeing assignments for a team of 20 to drive operational excellence for the company and consumers.
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Education & Certification
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Master of Fine Arts in Theater Arts (MFA) Texas Tech University, Lubbock, TX
- Dean s List, 3.5+ GPA, and Alpha Psi Omega Member
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Life Office Management Association (LOMA) Lincoln National Life, Fort Wayne, IN
Certifications: Fellow, Life Management Institute (FLMI), Fellow, Financial Services Institute (FFSI), Fellow, Secure Retirement Institute (FSRI), Professional, Customer Service (PCS), Associate, Annuity Products and Administration (AAPA), Associate, Reinsurance Administration (ARA), Associate, Insurance Accounting and Finance (AIAF), Associate, Insurance Agency Administration (AIAA), Associate, Insurance Regulatory Compliance (AIRC), and Associate, Secure Retirement Institute (ASRI).
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Additional Functional and Technical Skills
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Excellent Written Talents Problem-Solving Persuasive Communicator Prioritize Projects Effectively Eagerness to Learn
Tosca and Azure DevOps Expertise Test Management Tools Web Application Testing System Automation and Documentation
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Affiliations
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Toastmasters International, 2006 to Present
- Vice President of Education for the ANICO Articulators Club, Toastmasters
- Designation: Distinguished Toastmaster (DTM)
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Community Activities
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Citymark Church, League City, TX
- Assisted and represented the organization in providing services, special events, and programs for members and the community.
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