Princess Letbetter
Atlanta,GA
Summary
Senior Quality Assurance Analyst with extensive experience at Bank of America, specializing in root cause analysis and defect tracking. Detail-oriented professional brings proven experience in defect identification, documentation, and reporting. Not shy about raising concerns or advocating for customers' needs. Strong analytical skills and effective communication drive continuous improvement initiatives. Dedicated professional bringing several years of experience and diligence to handle the needs of large and complex projects. Seek to apply expertise to growth-oriented, dynamic position.
Overview
19
19
years of professional experience
Work History
Senior Quality Assurance Analyst
Bank of America
Atlanta , GA
03.2017 - 08.2025
- Conducted root cause analysis on quality issues across projects.
- Facilitated training sessions for junior QA analysts on best practices.
- Reviewed project requirements to ensure alignment with quality standards.
- Implemented automated testing tools to improve efficiency in testing processes.
- Identified problematic areas deviated from quality standards and recommended corrective actions.
- Researched issues and implemented quality assurance plans to correct problems.
- Tracked software bugs and detailed information regarding findings and resolution techniques in documentation.
- Compiled data on quality issues and vulnerabilities and reported findings with suggestions for improvement.
- Maintained knowledge base of common issues encountered in day-to-day operations.
- Documented all defect resolution activities according to company guidelines.
- Investigated customer reported issues and provided timely resolutions.
- Created detailed reports on identified problems, analyzing root causes and suggesting corrective actions.
- Conducted regular audits on production processes to ensure compliance with standards.
- Implemented innovative techniques to reduce repeat occurrences of defects or errors.
- Worked with team members to create efficient workflows, resulting in high productivity.
- Communicated regularly with management to discuss quality trends.
- Used quality monitoring system to compile and track individual and team performance.
- Maintained policy, procedures, work instructions, and projects for quality and continuous improvement agendas.
- Maintained detailed documentation of test cases, results, and defect reports for future reference.
Retention Agent
Perfetta, Time Warner Cable
Duluth, Georgia
01.2014 - 12.2016
- Engaged customers to understand retention needs and preferences.
- Provided detailed product information to enhance customer experience.
- Coordinated with teams to resolve customer complaints efficiently.
- Maintained accurate records of customer interactions and resolutions.
- Facilitated communication between departments to support customer retention initiatives.
- Resolved customer complaints in a timely manner while maintaining excellent customer service skills.
- Reviewed competitor offerings regularly in order to stay informed about industry trends and pricing structures.
- Provided technical support when needed by troubleshooting issues related to product features or functionality.
- Maintained detailed records of all interactions with customers in order to track progress on retention efforts.
Retail Sales Associate
Nordstrom Rack
09.2012 - 01.2014
- Assisted customers with product selection and provided tailored recommendations.
- Maintained organized merchandise displays to enhance shopping experience.
- Conducted inventory checks and restocked shelves as needed.
- Processed customer transactions efficiently at the cash register.
- Collaborated with team members to create promotional displays and events.
- Resolved customer inquiries and concerns with professionalism and care.
- Greeted each customer and offered assistance in finding requested items, helping boost customer satisfaction and retention.
- Assisted customers with finding the right product for their needs.
- Helped customers by answering questions and locating merchandise.
- Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts.
- Maintained a clean work environment by sweeping, dusting, vacuuming and mopping floors.
- Completed transactions in an efficient manner while providing excellent customer service.
- Monitored sales floor to identify customers in need of assistance and merchandise requiring replenishment.
- Created price tags and merchandise signs for new items.
- Used product knowledge to suggest items to match client needs.
- Promoted special offers and discounts to encourage additional purchases.
- Operated point-of-sale systems accurately to process payments from customers.
Shift Supervisor
Papa John's Pizza
Dunwoody, Georgia
05.2009 - 09.2013
- Supervised team members during busy shifts to ensure efficient service.
- Trained new employees on pizza preparation and customer service standards.
- Managed inventory levels and restocked supplies as needed throughout shifts.
- Handled customer complaints professionally to enhance overall satisfaction.
- Ensured compliance with health and safety regulations in food handling practices.
- Assisted in maintaining cleanliness and organization of workstations and dining areas.
- Provided on-the-job training to new staff members.
- Communicated clearly with employees regarding job duties, expectations, and policies.
- Performed cash handling duties such as counting money, balancing registers, and preparing bank deposits.
- Assigned tasks to team members based on their strengths and skill sets.
- Completed opening and closing duties to facilitate business operations.
- Addressed any issues that arose during the shift in a proactive manner.
- Monitored staff performance to ensure quality standards were met.
- Ensured all safety and sanitation regulations were met throughout the shift.
- Assisted upper management with daily operations to meet standards of service and quality.
- Conducted weekly inventory of supplies, equipment, and food items.
- Taught staff upselling techniques to meet revenue targets.
- Developed strategies for improving operational efficiency and customer service levels.
Customer Solutions Specialist
Atrium Event Center
Stone Mountain, Georgia
06.2006 - 08.2013
- Assisted customers with product inquiries and issue resolution.
- Collaborated with teams to enhance customer support processes.
- Conducted research on new trends in the entertainment industry to stay current with best practices.
- Researched current trends in the entertainment industry to create innovative ideas for events.
- Collaborated with kitchen staff to ensure timely food preparation and delivery.
- Maintained cleanliness and organization of dining area throughout shifts.
- Provided exceptional customer service in a fast-paced environment.
- Managed bar inventory and restocked supplies as needed.
- Trained new staff on drink preparation and service standards.
- Handled cash transactions and processed payments accurately.
Education
Some College (No Degree) - Fashion Design
Bauder College
Atlanta, GASkills
- Root cause analysis
- Defect tracking
- Compliance monitoring
- Team collaboration
- Effective communication
- Problem solving
- Attention to detail
- Workflow optimization
- Performance tracking
- Problem investigations
- Quality control tests
- Mentoring and training
- Performance testing proficiency
- Policy reinforcement
- Employee supervision
- Efficient time management
- Strong analytical mind
- Quality assurance background
- Cash handling
- Customer service
- Compliance auditing
- Transaction processing
- Risk assessment
- Conflict resolution
- Sales and Cross-selling
- Banking software proficiency
- Strong interpersonal skills
- Listening and empathy
- Currency conversion
- Goal-oriented mindset
- Cash drawer balancing
- Banking terminology
- Cash handling expertise
- Team leadership experience
- Teller support
- Professionalism and integrity
- Transaction processing speed
- Branch ATM operation
- Fraud detection skills
- Check cashing
- Check verification
Affiliations
- Bible studying
- Gardening
- Pet Care
- Physical activities such as, skating, swimming, running, gym workouts.
Accomplishments
- Having longevity in my field. It has taught me so much through the ups and downs. I've learned a lot about business and work ethic. My skills and background shows my ability to ge the job done in a professional, timely, and morally ethical way.
- Top salesman
- Consecutive 100% scores on monthly performance calibrations.
- Most importantly customer acknowledgement. The reason why we do what we do is to service our community. Give life ease with our everyday juggles. To commit to understand the needs of others and to make a plan of execution is a wonderful thing. To be a part of someones major financial life event in a positive way is a joy. Im appreciative.
References
References available upon request.
Timeline
Senior Quality Assurance Analyst
Bank of America
03.2017 - 08.2025
Retention Agent
Perfetta, Time Warner Cable
01.2014 - 12.2016
Retail Sales Associate
Nordstrom Rack
09.2012 - 01.2014
Shift Supervisor
Papa John's Pizza
05.2009 - 09.2013
Customer Solutions Specialist
Atrium Event Center
06.2006 - 08.2013
Some College (No Degree) - Fashion Design
Bauder College
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