Career Overview

Excellent communication and interpersonal skills *Can work independently and as a Team Player *Excellent analytical skills *Troubleshooting and debugging skills *Ability to build rapport with a diverse workforce Results-driven achiever with exemplary planning and organizational skills *Innovative problem solver.

Qualifications:

Tracking Tools:HP Quality Center 10.0, SAFE, CARS
Test Automation Tools: QA Run, Quick Test Professional, RUMBA, Mainframe
Operation System: CS01, Q-Search, Sharp, Respond, BICPS, Issue System, TPX, Admin System, Microsoft Word, Excel, Power Point, Outlook, StormFront, BizLink , LifePRO, Cyperlife, CK4

Accomplishments:

Soft Skills Online Courses
Product implementations (Long Term Care and CPL Medicare Supplement) which profit in Millions at CNO Financial
Work Experience:

Quality Assurance Tester Confidential
July 2007 to July 2012

• Expertise in Test Cases analysis and design, Test Scripts Development and Test Plans/Cases, Test Summary Reports, Defect Tracking and Scenarios
• Responsible for leading/managing Offshore Testers the information Technology Department in accordance with organizations policies and goals
• Keen ability to define, estimate (time lines, budget, scope, etc.) project plan, report upon, and execute projects plans. Strong ability to manage the Client relationship to include managing project scope, change control, reporting, risk mitigation and other issues
• Lead multiple projects with Testers to ensure that requirement specifications were met. Ensure that SDLC (full life cycle) and SOX process is adhered to. Lead and direct the works of others. A wide degree of creativity and latitude
• Experienced with Black Box Testing
• Experienced in Requirement analysis, Business analysis
• Setting up the test environment by installing manually and configuring the automation (when applicable) and Integrated Test Management Tools like Test Plans, Testing Documenting, Testing Procedures, Design Test Cases, Test Scripts, Test Scenarios, and Execute Test Runs
• Experience in all the phases of Software Development Life Cycle (SDLC) Methodologies including Waterfall Model Methodology, Defect Tracking and Requirement Traceability Matrix
• Expertise in System Testing, Functional Testing, Regression Testing, Performance Testing, User Acceptance Testing and End to End Testing
• Proficient in Bug Reporting using Quick Test Professional, HP Quality Center, Application Testing, Data Validation
• Excellent documentation skills during all the phases of design, development and testing of software
• Knowledge of Service- Oriented Architecture, Software Quality Assurance
• Proactively engaging in meetings with Programmers, Developers and Business Analysts to assure team objectives are met or exceeded
• Expertise in Automation Tools Quick Test Professional, HP Quality Center
• Experienced on Application Testing on Z OS Mainframe
• Diverse Industry experience in Supplemental Insurance
• Executed the Test Cases, Test Scripts and logged Defects using HP Quality Center follow the Defect Management Process throughout the Defect Life cycle

Relationship Manager Confidential
March 2001 to July 2007

• Successfully handled performance feedback to Management on a weekly basis
• Trained new Associates on current Business and Customer Service Procedures
• Responsible for providing day-to-day IMO/Agent servicing
• Provided Worksite transaction processing and for managing service and operational relationships of Clients
• Ensuring Customer needs are met in a manner that exceeds expectations
• Responded to Worksite Agents via telephones calls, emails as well as making pro-active outbound calls to Agents and Policyholders
• Conduct research on service request; provide Clients with options to solve problems/issues and take actions to remedy the situation
• Process financial Worksite transactions in a time and efficient manner (same day processing standards)
• Processed new employer set-up, New Business applications, policy Upgrades, Downgrades, Claims, Reinstatements and Conversions to a new product

Lead Policy Admin Analysts Confidential
March 1997 to March 2001

• Successfully handled performance feedback to Management on a weekly basis
• Trained new Associates on current Business and Customer Service Procedures
• Experienced in maintaining existing policies by processing Upgrades, Downgrades and Reinstatements for Group and Individual Policyholders
• Personally communicated with Policyholders about their changes request ensuring if any missing requirements are needed
• Sent letters to the Policyholder about the changes make to their policy
• Prepared and applied cash that accompanied the applications to Group and Individual policies
• Processed complex inquiries from Customer Service through CS01 tracking
• Experienced in processing Return of Premium and Cash Value Maturity payouts

Claims Processor Confidential
January 1996 to March 1997

• Verify Policyholder eligibility
• Updating and inputting information from the medical bill onto the database
• Processed and complete insurance claims, submitting payment along with an EOB to the Policyholder
• Contacting Provider / Policyholder via phone or letter asking for additional information if needed

Customer Service Confidential
March 1994 to January 1996

• Interact with Policyholders, Providers office and Insurance Agents
• Communicated via telephone, by email, fax, regular mail or in person
• Personally communicated with Policyholders about the status to their policy, reporting claims and explained policy benefits
• Sent letters to the Policyholder about the changes made to their policy
• Responsible for reporting day-to-day performance to Management

PolicyHolder Service Analysts Confidential
March 1993 to March 1994

• Advising and assisting Agent and Policyholders
• Answered questions, complaints and provided quotes when needed
• Processed Beneficiary changes, Upgrades, Downgrades and Reinstatements
• Sent letters to the Policyholder informing of changes made to their policy

Receiving Clerk Confidential
August 1989 - March 1993

• Compiling Customer Service Representatives monthly call reports for Management
• Typed and mailed letter to the Policyholders about changes made to their policies
• Organized incoming and outgoing faxes and made sure that they were delivered
• Copied short/long term application for Submissions on a daily basis, in a timely manner

Education and Training

Certificate in Business General Studies