Summary
Overview
Work History
Skills
Timeline
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Karen Miller

Spring Hill,TN

Summary

To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

28
28
years of professional experience

Work History

IVR SQA Analyst

Asurion
02.2022 - 04.2024
  • Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
  • Validated results and performed quality assurance to assess accuracy of data.
  • Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
  • Queried databases for information needed for report processing.
  • Completed several assigned changes on bi-weekly release schedule for production enhancement.

UAT Test Analyst

Asurion
01.2010 - 02.2022
  • Enabled smoother implementation cycles through detailed documentation of test procedures, guidelines, checklists.
  • Safeguarded against potential security vulnerabilities through rigorous penetration testing efforts targeting critical system components.
  • Supported successful product launches by validating functionality, usability, and performance under various conditions.
  • Increased collaboration between QA teams by fostering open communication channels throughout the organization.

User Support Analyst

Asurion
05.2005 - 01.2010
  • Partnered with HR to develop company-wide training programs focused on increasing employee proficiency in using key software applications.
  • Resolved complex technical problems with innovative troubleshooting techniques and clear communication to users.
  • Contributed to the successful rollout of company-wide software updates by ensuring thorough testing and seamless implementation strategies.
  • Served as a subject matter expert on various software applications, providing valuable insights during the product development process.

Call Center Supervisor

Asurion
07.1996 - 05.2005
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Trained team members on performance metrics and consumer behavior identification.
  • Developed process controls and metrics for daily management of call center.
  • Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
  • Supervised 15 Customer Experts in providing excellent customer service to callers requiring assistance for Claim Filing and Technical issues.

Skills

  • Analytical Thinking
  • MS Excel
  • Team Collaboration and Leadership
  • Documentation And Reporting
  • Excel proficiency
  • Information Gathering
  • Data Research and Validation
  • Process Improvement

Timeline

IVR SQA Analyst

Asurion
02.2022 - 04.2024

UAT Test Analyst

Asurion
01.2010 - 02.2022

User Support Analyst

Asurion
05.2005 - 01.2010

Call Center Supervisor

Asurion
07.1996 - 05.2005

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Karen Miller