Test Specialist II10/1999
to Current Sprint Corporation
Contact Center Application Testing (CCAT) Work from an Architectural Design Document (ADD) or an Impact Assessment (IA) to create a scope of tests required to thoroughly validate an application is working at optimal efficiency.
After extracting the test cases that will be required, I would then write a script for these test cases to make sure all key components are tested and can be followed by anyone to run these tests.
Performed User Acceptance Testing for more than 100 different projects prior to be implemented into production.
Testing ensured that software code changes did not result in outages for production.
Tested applications in a black box testing environment prior to implementing into production to catch and resolve any defects with new functionality and existing functionality.
During testing if an issue was found with the code change I would create a defect ticket or issue log to inform the business of the issue and work with the business to drive resolution and resolve the issue.
Worked within Quality Center/ALM to perform many different testing functions; executing, passing, failing, or blocking test cases, making changes to test cases when steps were incorrect, and reported on the testing status for each project.
Received numerous excellence awards for various projects -
Escalation Team I assisted other representatives with difficult calls.
My function was to take over these calls and de-escalate the customer's issue by resolving the problem and following up with the customer.
Trouble Inbound (TRI) Assisted Sprint customers with issues connected to their voice services on their PCS devices.
When customers were not able to make or receive calls I checked the systems to see why and performed the corrective steps needed to resolve the customer's issue.
to 10/1999 Northside Tag Agency
Retention Working with customers that had decided to leave Sprint due to issues they were having with their PCS device or billing errors.
There were customers that did not get the proper attention that they needed to resolve their issues that they may have been experiencing with their PCS device or their bill.
I resolved these issues by finding out exactly what the customer needed or wanted in order to retain them as a customer.
Also responsible to determine if what the customer was asking for versus what was deserved (like giving credit to the account, sending out a new phone, or setting them up on a new plan to save them money) was in the best interests of the company as far as return on investment standpoint.
Customer Service (CAS) Assisting customers with questions concerning their plans, their bills, activating new customers and performing plans changes and equipment changes.
During my tenure in this department I was selected for the Red Hat leadership role at numerous call centers when they opened to help the new specialists with questions they had from customers while on the phones.
Customer Service Assisting customers with an assortment of licensing needs.
During my tenure with this company I was responsible for not only the customer service but also data entry, supervision of staff, balancing the agency on a daily basis, making daily deposits to the Oklahoma Tax commission and auditing the agency regularly.
I was responsible for monthly and semi-monthly reports that would be assessed fines if not on time.
Co-Owner and Corporate Secretary05/1986
to 07/1998 Clymer CAD-Graphics, Inc – Oklahoma City,
All aspects of business ownership All HR duties, Bookkeeping, Payroll, Marketing and Public Relations.
Order processing and tracking for customers, planning all training seminars for the architects and engineers purchasing our software.
Preparing large meetings for Sales Marketing including transportation and lodging for attendees.
High School Diploma: 1 1971Putnam City West High School-
Central State College-
Elementary Education Science1 1974University of Oklahoma-
Elementary Education Science
Skilled in call center operations
Adheres to customer service procedures
Committed to maintaining data integrity
Customer service award
Familiarity with Key Performance Indicators (KPIs)
**Married 39 years
**Two children - Kebi age 33 Mason age 30
PAST LEADERSHIP ROLES Church Administrative Board of Directors Church Youth Coordinator Liturgical Dance Director Vice President of Oklahoma City Council of PTA PTA President - West Nichols Hills Elementary School, Sequoyah Elementary, Taft Middle School, Classen School of Advanced Studies.