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Sr. Analyst- Qa, Business Services Resume

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New York New, YorK

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SUMMARY

  • Result - oriented, dependable professional experienced in quality assurance testing, customer support, business operations and product implementation. I excel in fast-paced environments as well as in supervising and motivating staff to increase productivity and company profitability.
  • Skills Summary SQA Testing & Methodologies, Test Plans, Cases & Processes, Functional Requirements, Scripting & Documentation, Testing Automation, Defect/Bug Tracking, Test Strategies & Coverages, QA & QC Standards, Regression & Negative Testing, UI & Compatibility Testing, Data Interface & Migration Testing.
  • Multi-disciplinary team player that is objective and confident in conflict resolution, problem solving, and insightful when it comes to the big picture.
  • Extensive quality assurance testing experience and its different methodologies.
  • Proven track record of full life-cycle project management experience that resulted in cost savings and pre-deadline completion.
  • Excellent verbal and written fluency of both English and Spanish.
  • Listener with an innate ability to understand and assess products functionalities, formulate a test strategy, document and implement a plan.
  • Well-organized and highly efficient working in fast-paced and dynamic environment.
  • Situationally adaptive with a keen ability lead as well as meaningfully contribute to a team.
  • Software Fluency: Salesforce.com, Microsoft Office System (including Microsoft Word, Excel, PowerPoint, and Outlook), CSG, and OMSe.

PROFESSIONAL EXPERIENCE

Confidential, New York, New York

Sr. Analyst- QA, Business Services

  • Ensure quality assurance for all new enhancements of Salesforce; and provide feedback to Business with actionable insights.
  • Generate, gather, validate and document functional requirements for Salesforce enhancements and new releases.
  • Created and executed automated software test plans, cases and scripts to uncover, identify and document software problems and their causes.
  • Coordinate efforts with I.T. and Billing System Support integration and act as a liaison between corporate and the regions for Salesforce and other standardization initiatives.
  • Review software documentation to ensure technical accuracy, compliance or completeness or to mitigate risks.
  • Conducting daily meetings and report on the status and performance metrics to the executive team .

Project Manager - QA Billing Support, Business Services

  • Conduct business intelligence gathering in support of TWC’s Enterprise billing systems.
  • Last stop of quality assurance prior to implementation. Analyzing any potential issues and avoiding any business losses related to TWC’s billing system.
  • Manage all product development projects and marketing promotions from a Billing system standpoint.
  • Responsible for developing and testing enhancements to the Confidential Billing system which resulted in an increase in productivity relating to order entry and customer installations.
  • Organize support for all internal customers: Order Fulfillment, Marketing, Sales Support, Product Implementation, and Sales & Finance.
  • Authored internal training documents which are routinely used by account executives, order management, and front line customer service representatives.

Market Development Specialist, Business Services

  • Cultivate key firm relationships with commercial builders, developers, owners, electrical contractors, leasing agents and property management firms in the New York City area. Build relationships to assist sales team in gaining access and closing new sales.
  • Organize, manage and drive all Right of Entry documentation. Utilize SalesForce.com tracking system to share updates and time frames with the commercial sales.
  • Visit and establish contact with all existing commercial buildings and determine Business Class penetration.
  • Complete all due diligence needed for any new construction planned by the construction department.
  • Track current construction projects.

PAC Representative (Product Launch), Business Services

  • Participated in the Operation Readiness Training (ORT) to prepare for division launch of Business Class Phone for the New York City, Liberty, Bergen and Mount Vernon Division.
  • Maintain and develop working relationship with CLEC providers, TWC, Account Executives, and Network Operation Center.
  • Maintain and update sales database - Salesforce.
  • Trained cross departmental teams on digital phone applications.

Customer Service Representative/ Technical Support Lead Representative

  • Assisting in trouble-shooting problems relating to equipment and TWC codes during new installation.
  • Responded to customer services needs by performing necessary trouble shooting procedures for service problems.

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