Customer Service Business Analyst
Resume:
Delores Terry
Newton, AL *****
*********@*****.***
Professional Summary
I am currently seeking a contract position it can include customer service, software testing, and business analyst. I have extensive experience supporting web applications, software version upgrades, bug fixes, and new releases on various Operating Systems. (Windows, Solaris, and Mac) I also have experience working in secure environments with a public service clearance. Willing to relocate: Anywhere
Work Experience
Ambassador in Training
The Crossing at Big Creek-Cottonwood, AZ
July 2024 to November 2024
Provided exceptional customer service experience in all areas of assisting guests with skill games, explaining gaming rules, pay and payout process, hospitality at our lodge, bartending, and cooking in the brewery. Report and alert game floor managers of any malfunctioning games. Quality Control Inspector
Swedish Match US Division-Dothan, AL
August 2022 to May 2024
1. Log incoming product issues from customers via UPS and Commercial Trucking. 2. Inspect and evaluate product received from customers. 3. Document findings and enter into database for Customer Credit. 4. Verify Customer Credit was issued and the amount is correct. 5. File and stamp all documented pack slips from customers, QA reports, and Claim Sheets.
6. Re-package Sale-able product
7. Verify production daily counts are correct.
8. Verify and inspect shrink wrap stations are working as designed. IT Help Desk Support
Wallace Community-Midland City, AL
January 2019 to June 2020
· Served as first contact with customers who need technical assistant via the phone or email.
· Performed troubleshooting using diagnostic techniques and tools to resolve issues.
· Provided quick resolutions and excellent customer service.
· Redirected unresolved issues to the next level of support personnel.
· Documented problems and resolutions with accuracy in IT Incident Tracking System.
· Followed up with customer to ensure the issue was resolved in a timely fashion.
· Provided feedback on processes and make recommendations on areas to improve.
· Assigned problem tickets to next level support on a daily basis. Software Analyst II
Blue Cross BlueShield-South Carolina South
March 2007 to June 2018
· Gathered Business Requirements with Customers/Stakeholders.
· Documented Customer Requirements for Customers and Internal review.
· Attended Joint Research Project meetings and delivered needed input.
· Tracked Change Request Sheets to for accuracy and customer satisfaction.
· Provided High Level Estimates for Weds.
· Ensured communication remained constant for all impacted stakeholders.
· Tested various web applications manually and with automation scripts.
· Documented and Entered Problem logs for Defect Tracking into Quality Center.
· Created Test Plans and Test Cases based off documented requirements from Customers.
· Performed Team Lead tasks to ensure tasks were completed based off scheduled dates with efficiency.
· Setup weekly team meetings and reported feedback to Management; this ensured work objectives were being met free of Road-Blocks.
Software Quality Technician
Eastman Kodak C0Add-Rochester, NY
January 1981 to November 2005
· Experience working on Unix, Windows, Mac Operating Systems.
· Created and Edited Procedures based off Software Requirements.
· Documented problematic issues into the database tracking system with accuracy.
· Tested and verified software upgrades, patches, and releases.
· Assisted team members at Software Trade Shows.
· Created accurate Charts, Graphs, and Plots for Management
· Performed environmental Testing in temperature-controlled chambers.
· Tested different grades of videotape for defects visually and with the help of sophisticated electronic video equipment.
· Calibrated various types Optical Equipment within temperature-controlled rooms
(clean- rooms) 50,000 and 10,000
· Monitored the Optical Production Process from the beginning state to finished Product.
Education
BS in Business Information Management
Bellevue University2011
A.S. in Business Administration
Monroe Community College2005
Skills
• Customer Service
• Business Requirements
• SoapUI
• User Interface (UI)
• Quality assurance
• Firmware
• User Acceptance Testing
• Test Cases
• Quality inspection
• Agile
• Scrum
• Software Testing
• Help Desk
• Test Automation
• Microsoft Excel
• APIs
• Communication skills
• Microsoft Word
• Quality management
• Training & development
• Encryption
• Requirements Gathering
• SQL
• Microsoft SQL Server
• Non-destructive testing
• Linux
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