Customer Service Quality Assurance

TRINA MASON

*** ********* **. ~ Euless, Texas ***40

Home 817-***-**** Cell 817-***-**** ~ ************@***.***

QUALIFICATIONS SUMMARY

Quality Control, Date Entry & Customer Service Professional with experience in quality control, data entry and customer service for a personal lines insurance company & an orthopedic medical office. I am experienced in black-box testing for a personal lines insurance processing platform. Proficient in various testing disciplines functional, negative, system integration (SIT) and acceptance (UAT). I have demonstrated capacity to collaborate with business analysts, project managers and developers. I have demonstrated capacity to collaborate as a team player. Performed spot-checks in support of quality assurance programs for both data entry and customer service. I am a recipient of numerous awards for quality and achievement. Have excellent communication skills, a self-starter and a quick learner.

Expertise in a wide variety of administrative and general office skills, including:

• MS Word, Excel, PowerPoint, Outlook • In bound & out bound customer service

• Quality assurance test execution • Various customized database systems

• Team Relations • Test Planning • 10-key by touch

• Test Execution

PROFESSIONAL EXPERIENCE

ALLSTATE INSURANCE COMPANY, Irving, Texas 1983 – 2010

Software Quality Control Analyst (07/2001 - 11/2010)

• Analyzed business requirements and functional specifications for use in test planning resulting in accurate testing on time and under budget.

• Designed test plans with ~ 30 test cases for each of the ~ 300 projects assigned.

• Executed testing by way of manual data entry for projects assigned.

• Served as subject matter expert, attended and participated in project meetings which included: requirement reviews, functional and technical design reviews, test plan reviews and project status meetings.

• Tested XML, web & mainframe applications with emphasis on point of sale software.

Quality Assurance (03/1997 - 07/2001)

• Verified accuracy of data entry for ~15 employees to provide to management for use in performance reviews.

• Verified accuracy of inbound and outbound telephone conversations for ~ 20 employees to provide to management for use in reviews.

• Gave one on one quality results and coaching on improving quality.

• Provided detailed reports on results to upper management on a quarterly basis.

Senior Claim Report Administrator (10/1994 – 03/1997)

• Set up auto & home insurance claims on a computerized database system.

• Set up rental car reservations.

• Provided information on existing claims.

Insurance Processing Specialist (02/1983 – 10/1994)

• Performed alpha/numeric data entry using a computerized database system to set up new personal lines auto & home insurance policies.

• Updated existing auto & home insurance policies.

MID-CITIES ORTHOPEDIC, Bedford, Texas 1981 – 1982

Medical Transcriptionist

• Made updates to patient medical files.

EDUCATION/PROFESSIONAL DEVELOPMENT

Diploma, Trinity High School, Euless, TX

Valuing Diversity

MS Office, Outlook, Excel

Certified Software Quality Analyst, Software Certification QAI Global Institute, Orlando, FL

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