Michael Taylor
Citi
Kansas City,MO
21
years of professional experience
Banking professional with 40 years of experience in operations, testing, analytics, quality assurance, and training. Highly adaptable and fast-learning, with strong analytical skills and proven ability to validate system accuracy, improve processes, and deliver clear, effective training across diverse teams.
Analytical professional prepared for this role with extensive experience in data analysis and interpretation. Known for delivering actionable insights and driving process improvements that align with business goals. Highly collaborative team player with focus on achieving results and adapting to changing needs. Skilled in statistical analysis, data visualization, and project management.
Work History
Testing Intermediate Analyst
14 Years 3 Months- UAT execution – Designed and executed detailed test plans, test cases, and scripts to validate system functionality and ensure alignment with business and end-user requirements
- Defect management – Logged, tracked, and retested defects; verified corrections and ensured full resolution prior to production roll out.
- Cross-functional collaboration – Partnered with technology project managers, UAT teams and business users to define testing strategy, clarify requirements, and support smooth product deployment.
- Quality assurance testing – Conducted functional, regression, and limited scope QA testing to confirm systems met internal standards and compliance expectations.
- Risk and compliance alignment – Applied sound judgment and adhered to regulatory policy, and ethical guidelines when evaluating issues and escalating control concerns.
- Documentation ownership – Maintained clear, repeatable documentation of test scripts, case evolution, and testing outcomes to support future replication and audit readiness.
- Analytical problem solving – Broke down complex information into actionable testing steps; evaluated options beyond standard procedures to ensure thorough coverage.
- Issue triage -Analyzed defect trends to prioritize fixes and support efficient development cycles.
Quality Assurance Analyst
3 Years 11 Months- Call Monitoring – conducted systematic reviews of agent calls in Collections and Recovery to ensure adherence to company standards and customer service expectations.
- Compliance auditing – Evaluated calls against state, federal, and local regulations identifying potential risks and escalating issues to management for corrective action.
- Performance feedback – Delivered constructive feedback to agents and upper management, improving communication strategies and compliance outcomes.
- Process documentation – Authored detailed process documents, job aids and talking points to standardize agent communication and support consistent customer interactions.
- Training support – Partnered with leadership to integrate QA findings into training programs, reinforcing compliance awareness and enhancing agent performance.
- Risk identification – Detected recurring compliance gaps and recommended process improvements to reduce regulatory exposure.
- Cross-functional collaboration – Worked closely with compliance officers, supervisors, and training teams to align QA practices with organizational goals.
Trainer
5 Years 7 Months- Developed and delivered training programs to enhance employee performance and compliance.
- Facilitated workshops on operational procedures and best practices, improving team efficiency.
- Assessed training needs through surveys and feedback, ensuring alignment with organizational goals.
- Mentored junior trainers, fostering knowledge sharing and professional development within the team.
Education
Associates Degree - Hotel, Restaurant and Hospitality
- Business Communication
Skills
Excel
Power Point
Analytical thinking
Relationship Building
Training and Mentoring
Multiple testing systems (RUMBA 3270
UCD
FDR
AWS
JAVA
Adobe
Agile
Scrum)
Flexibility – easily adapt to shifting priorities and project needs
Adaptability – Quickly adjusts to new tools
processes and environments
Continuous Improvement – Actively builds new skills to enhance performance
Timeline
Testing Intermediate Analyst
Citi
03.2011 - 06.2025Read More
Quality Assurance Analyst
Citi
04.2007 - 03.2011Read More
Trainer
Citi
03.2004 - 10.2009Read More
Community College of San Francisco
Associates Degree from Hotel, Restaurant and Hospitality
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College of San Mateo
from Business Communication
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