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, AZ
Skills
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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