Provided support for Inbound Call Center CRM application. Worked in a team environment to research issues identified by client, client services or calling floor and provide resolution or direction to solution. Completed root cause analysis of defects. Provided guidance and mentoring to junior team members.• Coordinated with business users and technical groups to troubleshoot bug fixes, review data, document defects and coordinate with cross-functional teams to find solutions.• Strong background working with clients and internal staff to identify requirements, timelines, testing plans and overall guidance for new and existing client inbound call center scripting tools• Maintained project plans for workloads, project development and QA schedules, in addition to project estimates• Acted as subject matter expert for inbound scripting applications and related scripting processes (database use, real time decision processes, etc.)• Established track record in testing and quality assurance (internal and external clients/user)• Point of contact between Data Compliance and required IT departments for EUGDPR data gathering and report generation

Supported Inbound Call Center applications, Work Management Systems, Learning Management Systems (e-learning), RightFax and CRM agent applications. Managed weekly platform meetings, created O&M guides, disaster recovery guides (LDRPS) in addition to updating and maintaining infrastructure diagrams. Provided in-depth analysis to resolve production and application issues.• Ensured all change control or SDLC processes are followed for changes to production environments• Tracked defects and user issues that required vendor intervention or resolution• Provided concrete explanations for resolutions to issues, inquiries and requests• Resolved system issues independently or collaborate with team members or other IT groups to find resolution• Managed software and configuration changes in test and production environments • Troubleshoot and diagnose application problems reported by user community or process failures• Developed and executed test scenarios to ensure CCMS (call center scripting tool) was compliant with Payment Card Industry (PCI) requirements.

• Prepared detailed forecasting reports for several large financial clients• Compiled programming requirements for IT team• Maintained weekly operations statistical reports for quality scores, program conversions, operator utilization and call statistics• Prepared detailed spreadsheets for client invoicing.

• Provided system and programming support for national and international financial clients• Built and maintained several large financial projects from front end scripting to back end output processing• Time and task management for several large, highly visible client projects• Interfaced with client and account management to develop new projects and maintain existing projects• Created test scenarios and documentation as required and testing of all projects• Project documentation including output, reporting and client specific processes• Special projects including Experian and XML setups for real time application decisions• Contributed to internal reporting projects converting stored procedures and reports from Sybase to Oracle• Supported intranet built for specific client help information and data capture for customer service representatives• Participated in the output file conversions from mainframe to a server based, in-house application