Specialist - CS Manager Resume - Hire IT People

SUMMARY:

EXPERIENCE:

Specialist - CS Manager

Confidential

Responsibilities:

Analyzes the needs of the client to provide precise information to customers by maximizing the utility of the Confidential system and minimizing the necessity for a large staff of operators to provide backup.
Discusses the goals of the system with the client, balancing the desire to provide as much information as possible with a minimum number of interactive levels.
Determines the amount of information that can be provided by use of the telephone keypad and the information that must be gathered through a voice recognition system.
Supervises the design team in planning a flow chart that will maximize the types of information that can be provided within the shortest possible calling period.
Tests the system internally for ability to deal with a variety of scenarios.
Next, tests the system with actual customers while the results are being monitored by live operators who can immediately intervene if problems arise.
Supervises modifications to the system as necessary and repeats the testing procedure.
Periodically reviews the Confidential system to determine whether needs have changed and whether further enhancements of modifications are indicated.

Project Administrator

Confidential

Responsibilities:

Writing test cases for manual testing, Lead and Train testers
Attending walk through and creating detailed test status reports
Collaborating with multiple technical support teams, workarounds, and risks
Maintaining Weekly Status Reports, calling out the issues to the team or opening tickets
Ensuring timely preparation and execution of project deliverable like test cases and test data
Manage and follow up on personal queue of user support requests
Partners with Business Analysts, to understand upcoming enhancements

Quality Control Analyst

Confidential

Responsibilities:

Evaluated agents within regional territory and offshore
Participated in internal calibrations with operations to ensure consistent scoring
Contributed in assisting with quality lessons to improve agent performance
Performed support and analysis functions across a range of project activities
Created and documented audit process flows.