Customer Service Qa Tester

LDMadden

**** ******* ***** **

Huntsville, AL **810

256-***-**** / ***********@*****.***

www.linkedin.com/in/ladonna-madden-4640579

Summary A passionate and dedicated QA tester with strong analytical thinking skills and a high degree of adaptability. I bring a wealth of expertise in both manual and automated testing across a variety of environments, demonstrating a strong proficiency in regression testing and defect tracking. I have extensive experience in training, showcasing strong leadership abilities and effective communication skills.

Core competencies Customer Service Data Entry GitHub Jira

MS Office Suite Positive Attitude Selenium Visual Studio

Experience S4 Inc. - 40hr/wk July 2019 - Current

Quality Management Team Redstone Arsenal

Conduct studies, evaluations, and analyses of information to determine possible causes and resolutions of quality problems

Perform root cause analysis to assist in identifying contributing factors when a procedural issue is identified

Report on quality levels, and deficiencies identified during the testing process

Provide results in the form of reports, memos, and informal and formal briefings to Supervisors and/or Managers

API Digital Communications - 40hr/wk Oct 2017 – July 2019

Team Lead Huntsville, AL

Create a team environment with an open communication culture

Monitor team performance and create weekly reports on metrics

Discover training needs and provide coaching

Listen to team members’ feedback and resolve any issues or

conflicts

BBVA Compass - 40hr/wk Dec 2016 – June 2017

Collection Agent / Call Center Decatur, Alabama

Provide customer service regarding collection issues

Execute skip tracing, negotiate payment terms, and

meet recovery goals while working with delinquent customers

Research required information using available resources

Educate customers on available finance options

Alorica - 40hr/wk Nov 2015 – Dec 2016

Customer Care Agent / Temp Trainer Huntsville, AL

Exercise strong interpersonal communication skills with customers

and fellow staff

Utilize multiple call center support applications to efficiently assist

customers and agents

Manage multiple priorities and maintain effective results in a quota

driven workplace

Answer questions and explain products and services to new and

existing customer and the potential value added

Assist with the training of new agents and provide supplemental

training for current agents

The Huntsville Times - 40hr/wk Aug 1991 – Nov 2014

Inside Sales Executive Huntsville, AL

Sell all types of advertising products niche/online and print

Products

Coordinate Obituary, Pacesetters, and Celebrations ads

Keep accurate customer records using Salesforce

Develop training material and train new employees on

Mactive software system

Provide excellent customer service

Education Athens State University, Athens, AL Campus Currently Attending

Working toward an M.S. degree in Cybersecurity

Anticipated graduation, Fall 2026

Athens State University, Athens, AL Campus Spring 2024

B.S., Management Technology

Member, NSLS Honor Society, 2022

Virginia College, Huntsville, AL Campus School Closed

Enrolled in the Network Engineering Program

Diploma, Computer Support Technician

Phillips Junior College, Huntsville, AL Campus Graduated with honors

A.A.S., Computer Information System

Member, Phi Theta Kappa Honor Society

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