Erica C. Email & Phone Number

Louisville, Kentucky, United States

-Implemented Cyara as our team's automated testing tool using Velocity & Cruncher- Create, maintain and execute UAT Cyara test casesWith the utilization of Cyara, regression can be completed within 20 minutes versus hours. Test cases can also be data driven with Velocity and is able to test all scenarios designed.- Create and execute manual test cases per.

Louisville, Kentucky

Design, develop, and execute test plans manually and with automation testing toolsIdentify, record, document, and track defects and bugs in defect tracking systemWork with development to identify system requirements Participate in gathering requirements for projectsCreated a production script using Selenium IDE for Account Managers to automatically create.

Jeffersonville, IN

Represent Marketing Operations department as business owner for Customer Relationship Management system (CRM)Document Business Requirement Documents for client integrations, business needs, enhancements, and change requests for CRMCoordinate UAT for CRM Deployment and provide reporting during testing. Assist in creating use test cases for testing.

Jeffersonville, IN

Resolve approximately 4% of claims due to errors to ensure correct solution or outcome is offered to consumerReview and assist open claim issues to provide positive consumer and service provider experience.Update all systems (PEGA, Service Power, and SNAP) to ensure that all departments are aware of the claim statusNegotiate with customers and vendors for.

Jeffersonville, IN

Drove decrease in international customer claims email handling SLA’s from 60 hours to goal of 24 hoursOversee the teams service levels and performance targets are achieved dailyCoach team members on their quality and productivity levelsAssists with work distribution to ensure timely resolutionAssistant Program Manager for the Mentor ProgramMember of the.

Jeffersonville, IN

Communicate effectively internally with all levels and outside clients and vendorsResearch and resolve issues for HVAC customers including cancellations, date discrepancies and escalated issuesMade independent decisions based on the contracts terms and conditionsResponsible for submitting contract update corrections to Risk Management

Jeffersonville, IN

Assist internal customers with general requests and escalated calls regarding customer extended warrantiesResponsible for reducing customer escalations to the Consumer Relations department through providing a solid first call resolutionCoach and assist team members in a professional mannerCommunicate with all departments within the business in ensuring.

Jeffersonville, IN

Set up warranty claims for multiple books of business for client and consumerResolve client and customer issues through use of provided resources, along with de-escalating complaints through providing a solid understanding of contract terms and conditionsComplete product registration for incoming customer calls for manufacturer warranty and extended.

Master Of Business Administration (M.B.A.), Business Administration And Management, General, 3.9

Learned different perspectives of management theory, gained an insight on business ethics, and broadened my learning experience on public.

Certificate, Front End Web Development, C#, Computer Software Engineering

Experience using HTML and CSS C#/.NET Development

Bachelor Of Arts (B.A.), Psychology

My studies focused on psychology, sociology, women gender studies, language and literature.