Customer Service Quality Assurance

Ericka Nowlin

P.O. Box *** Grandview, MO *****

615-***-**** (Cell) ************@*****.***

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Objective

Secure a key leadership position in a fast growing technology oriented company with potential and varied responsibilities for advancements.

Professional Experience

Sprint Nextel, Overland Park, KS June 2005 – March 2011 Test Engineer II

• Testing experiences include: Compatibility, functionality, usability, reliability, security, installation and related test methodologies

• Responsible for testing of web applications, multimedia, network, client-server, and database projects on Unix and Windows operating systems

• Initiative in creation and execution of testing and quality assurance processes, test strategies plans, regression testing and production support testing

• 5 years HP Quality Center Experience

• Working knowledge of MS SQL, Arrays, Collection and data type

• Experience with SDLC

• Excellent Written and Verbal communication skills

• Excellent Customer Service skills

• Proficient in Excel, MS Word, MS PowerPoint, MS Outlook. Ensemble, RMS, sView, eCare, P2k and Premiere applications

• Experience working with smart card and mobile devices

• Experience testing web applications

• Experience writing test scripts from functional and design documents

• Experience diagnosing, reporting, tracking and resolving application issues/defects

Sprint Nextel, Nashville, TN December 1999 – June 2005

Customer Care Advocate/Software Tester

• Resolved customer problems that arranged from routine questions to complex billing issues.

• Resolved customer technical difficulties.

• Identified opportunities to upgrade customer services for data lines, texting plan upgrades.

• Added new lines of service and extended contracts.

• Provided basic and advanced troubleshooting

Little Professionals Early Learning Center, Kansas City, MO March 2011 – March 2012 Director

• Maintain the facility in accordance with MO licensing standards

• Maintain center records (includes emergency drills; building, fire and sanitation inspections)

• Develop and update personnel and operational procedures.

• Develop and maintain the annual budget. Maintain payroll and benefits packages.

• Establish fees and the procedure for obtaining fees. Monitor fee payments.

Education

Tennessee State University, Nashville, TN

Business Information Systems Courses

University of Missouri-Kansas City, Kansas City, MO

Sociology Courses

University of Phoenix, Kansas City, MO

BS Degree in Project Management – Actively in Progress

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