James Featherstone
Chandler,AZ
Summary
Self-motivated Quality Assurance Analyst with outstanding oral and written communication skills. Extensive knowledge in computer software development. Solid background performing quality assurance testing and consultative services for customers.
Overview
18
18
years of professional experience
Work History
Quality Assurance Analyst
CVO
06.2021 - Current
- Enhanced software quality by conducting thorough testing and identifying areas for improvement.
- Mentored and coached team members on QA topics and strategies.
- Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
- Collaborated with development teams to identify, track, and resolve software defects in a timely manner.
- Improved product reliability by executing rigorous test plans and ensuring software met established requirements.
- Managed end-to-end test cycles for comprehensive evaluation of system performance and functionality.
- Ensured customer satisfaction by verifying that products met specifications and functioned as intended before release.
- Evaluated new tools and techniques to stay current on market trends, incorporating innovative approaches into the QA process when applicable.
- Acted as a liaison between other departments such as Sales, Customer Support and Enrollment Support Management, ensuring effective communication throughout all stages of the project lifecycle.
- Championed quality assurance initiatives within the organization by promoting a culture of continuous improvement and striving for excellence in all aspects of product development.
Exception Processing Analyst II
Bank of America
03.2012 - 10.2020
- Instrumental in on-boarding manager to processes the team manages while in transition to new department
- Handle fulfillment of overnight requests for new credit card accounts
- Process multiple customer service inquiries for Secured Card and Acquisition; up to 2300 letter per day
- Review applications for accuracy of information prior to applications routing to a lender.
Senior Customer Service Representative II
National Service and Solutions
08.2010 - 03.2012
- Handle escalated customer issues by successfully navigating the organization to resolve
- Route, track and maintain outstanding service by promptly and consistently providing thorough follow up
- Accountable for the successful resolution of all customer requests received.
Personal Banker
Bank of America
09.2009 - 08.2010
- Responsible for generating business and deepening relationships by selling products and services to potential and existing customers
- Achieved aggressive sales goals while providing high quality customer service.
Financial Service Manager
Countrywide Bank
05.2007 - 02.2009
- Assist current and new clients with certificate of deposits, savings, checking, and Money Market accounts
- Build and maintain quality relationships with clients by providing top level customer service
- Successful management of Financial Center daily operations and activities
- As CD's mature at other banks, make outbound calls to clients to build a pipeline for customer follow-ups
- Consultative sales skill to consistently identify each client's needs.
Customer Care Representative II
Money Market
05.2006 - 02.2007
- Excellent sales performance opening more than $4 million in new accounts in the quarters of 2006 and 2007
- Process routine and complex requests/transactions on new and existing Money Market checking, savings, certificate of deposits, and individual retirement accounts
- Build strong customer relationships through cross sales.
Education
Some College (No Degree) -
Maricopa Community Colleges - Phoenix College
Phoenix, AZSkills
- EXCEL
- MICROSOFT OFFICE (10 years)
- POWERPOINT
- Analysis Skills (10 years)
- Test Cases
- Banking (10 years)
- Microsoft Excel (5 years)
- Leadership (10 years)
- Communication skills
- Customer service
- Microsoft Powerpoint
- Microsoft Word
- Management
- Sales
- Financial services
- Testing Plans
Additional Information
- Written and oral communication skills
- Analytical and troubleshooting skills
- Team subject matter expert
- Team oriented
- SYSTEM SKILLS
- Proficient in Microsoft Office applications: Access, Excel, Word, PowerPoint
- Proficient in Bank of America applications: Avaya, CLMS, COMMIT, Exceed/Credit Online, Total View, MBNA-IS, ICDP, TSYS
Timeline
Quality Assurance Analyst
CVO
06.2021 - Current
Exception Processing Analyst II
Bank of America
03.2012 - 10.2020
Senior Customer Service Representative II
National Service and Solutions
08.2010 - 03.2012
Personal Banker
Bank of America
09.2009 - 08.2010
Financial Service Manager
Countrywide Bank
05.2007 - 02.2009
Customer Care Representative II
Money Market
05.2006 - 02.2007
Some College (No Degree) -
Maricopa Community Colleges - Phoenix College
Assessments
Work Style: Reliability - Expert, 02/01/19, Expert
Assessments
Work Style: Reliability - Expert, 02/01/19, Expert
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