Customer Service Quality Control
Resume:
Lewis D. Good
CST Certified Software Tester
Miami, FL 33156
****.*****@*****.***
Technical
Experience
AIM/CGI Inc., Tallahassee, FL, April 2007 - October 2009 Technical Analyst, Application Tester, Software Tester, Test Analyst, QA Systems
Provided last line support for Florida SACWIS child welfare Reporting System.
Tested and researched reports issues and analyzed data and verified design. Created and Tested Incidents and assisted with Change Request.
Validated Incidents Before release to production. Updated Design Documents
Provide implementation and Roll Out support for state employee user base on Florida SACWIS software.
Perform system test for Florida SACWIS (FSFN) Software. This included QA, Regression Testing, Wrote test Scripts, Validated Security settings, Created Incidents, and Retested Fixes.
Tested Business object Reports and validated against application.
Created, Tested and Trouble shot Web Intelligence Ad hoc Reports.
Medical Web Services, Sunrise, Florida, January 2004 – May 2004
Call Center Supervisor
Managed all aspects of customer service call center serving 40 users.
Managed escalated call center issues
Interviewed and hired customer services agents.
Monitored agents using Realtime call monitoring software. Worked with 3com phone system.
Generated and managed quality control reports.
Handled all aspects of scheduling.
The Answer Group, Inc., Fort Lauderdale, Florida, March 2000- January 2003
Team Lead
Managed 40-60 member teams of technical telephone support personnel for multiple contracted companies.
Generated and monitored productivity, attendance and quality control reports using Centerview software.
Managed personnel issues including performing agent audits.
Tracked network trending and monitored network outages.
Provided support for technical/billing issues for AT&T broadband.
Utilized both Lucent and Avaya phone systems.
New Era Video, Inc., Miami, Florida, August 1998 – March 2000
Manager of Information Systems
Troubleshot all hardware and software issues for both PC and Mac environments.
Maintained server/client operations in Windows NT environment.
Setup and maintained graphic render farm.
Created Quicktime movies and panoramas.
Other
Experience
Lincoln Furniture and Lighting, Miami Beach, Florida, June 2004 – March 2007
Sales Representative
Sold wide range of furniture/lighting and accessories
Managed inventory and bar coding of items
Arranged inventory displays
United States Post Office, Miami, Florida, May 2003- December 2003
Carrier
Handled, sorted and delivered mail.
Set up and organized incoming and out going mail.
Loaded and unload mail trucks.
Wine and Brew by You, Inc., Miami, Florida, October 1993 – August 1998
Owner/CEO
Managed all aspects of business and oversaw daily operations.
Provided customer service.
Performed order entry/inventory/sales.
Upgraded and maintained company computers.
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