• Compliance oversight and Federal reporting• Maintain the ARMICS Certification System, Standards, and Policies.• Prepare guidance for agency fiscal officers and agency heads to ensure training on the system is comprehensive prior to certification.• Administer ARMICS Certification site on SharePoint or other platform for annual self-assessments and quarterly updates. • Oversee the users of the system and aid with login credentials.• Maintain the ARMICS Standards, ensure updated authoritative guidance is researched and incorporated.• Perform Reviews to assess compliance with Agency Risk Management and Internal Controls Standards.• Provide ARMICS Training and Guidance.• Produce and conduct annual and ad hoc ARMICS training for agencies and institutions of higher education.

• Reviewed and researched new testing strategies to help steer QA advancements.• Implemented continuous improvement initiatives to improve performance.• Created and provided regular data analytics and reports on QA metrics for team members and managers.• Liaised between quality control and external departments to support communications and maintain workflow.• Compiled data and tracked performance to optimize QA processes.• Engage in meetings to discuss, identify and analyze concerns.• Prepared quality assurance strategies and created libraries for repeated use.• Implemented deep-dive call analysis to address service issues.• Participated in daily meetings to keep track of defects and provide update on testing progress.• Liaised with product owners to identify and verify requirements and intended features and functionality.• Basic level experience with SQL and database queries.• Active member of multiple NICE Software deployment teams participating in requirements gathering and system development lifecycle for software tailored to business unit.• Facilitated training sessions for policy/procedure updates, QA processes for new hires, and leadership onboarding.• Routinely documented internal QA procedures for technical document support and information library retention. Active participant in change management group.• Utilized Kanban methodology for traceability matrices in external Gallup survey analysis and determining end-user software needs for call recording program updates.

• Captured customer details for card issuance and delivery.• Boosted revenue through consistent promotion of bank products.• Promoted products and services using tailored customer recommendations.• Opened, updated and closed accounts for customers.• Met customer needs with knowledgeable and fast service.• Prevented fraud by spotting suspicious behavior and problematic transactions.• Resolved customer issues, addressing account problems and discrepancies.• Processed bill payments, verifying payment dates and amounts due.• Completed domestic wire transfers at customers' request• Enrolled/setup customers with online banking software, including base-level troubleshooting and navigational support

• Met customer needs consistently, quickly determining, defining and resolving issues.• Managed escalations from junior representatives, providing support for more complex issues with diligence and expertise.• Built trust with callers through empathy and skilled support.• Navigated multiple computer systems and utilized search tools to find information.• Provided technical support for online banking software including but not limited to web-browser and ISP troubleshooting

• Oversaw day-to-day laboratory operations, schedules and assignment delegation.• Monitored employee performance using real-time data and reports.• Maximized employee performance with hands-on training and close mentoring.• Oversaw employee recruitment, training and onboarding processes.• Controlled repair costs by training local technicians on basic troubleshooting and upkeep.