Erika Cramer Email & Phone Number

Gilbert, Az

-LMS administrator responsible for metadata management, managing training content, overseeing enrollments for all training-Design and conduct UAT/production testing of LMS features that lead to improved content retention, expedited training completion, and engagement. -Conduct metadata audits to ensure data accuracy and integrity within LMS. -Create documentation for SOPs, QRGs, and mass communication to enterprise-Update and manage training completion dashboards using Power BI-Manage Sharepoint sites that provide support documentation for LMS

Mesa, Az

-Analyze business requirements and technical documents to create robust test scripts encompassing all relevant user scenarios and regression testing.-Execute test scripts with high accuracy, and documenting tests thoroughly with creation of evidence packages.-Report the defects in QC/ALM, and communicate findings/updates to all necessary stakeholders.-Work with business and App Developer team to prioritize fixes for reported defects.-Coordinate efforts with QA team to ensure that all UI and backed testing is thoroughly completed with high level of accuracy.-Complete PPV to ensure resolution of defects, and successful deployment of feature changes.

Tempe, Az

-Create test scripts and trackers in order to conduct smoke and exhaustive software testing.-Conduct manual and automated tests of the application, including black and grey box testing.-Collaborate with development team to pinpoint areas of opportunity for product improvement.-Document and track software defects as well as issues with performance and usability.-Identify and research trending crashes in order to help pinpoint issue and resolve critical bugs quickly.-Interact with Customer Support team to review customer feedback and improve overall customer experience.

Chandler, Arizona

-Agile Project Manager responsible for entire story process from creation to grooming, maintaining and prioritizing the product backlog, as well as testing and implementation of new features, and hosting retrospectives.-Partnered with Executive Leadership, IT, HQ Marketing and National CS teams to identify best path forward for prioritization and implementation scheduling.-Conducted ad hoc UAT testing for features, banners, routing rules, and customer experience.-Updating project documents like RTM, project schedule, and historical data.-Created communications for internal and external departments for upcoming features, project status, and performance reporting on IVR pilots and existing features.-Partnered with reporting team to create dashboards for different IVR treatments to track opt-in rates and effectiveness.-Large scale projects included recording the entire IVR system using a new voice and new verbiage, a predictive treatment designed to reduce CIR for customers experiencing network outages, as well as integrating the IVR with a digital assistant to increase self-serve.

Chandler, Arizona

-Audit Lead who managed a rotating team tasked with conducting large scale QA audits. This included creating project charters, tracker templates, assigning work, ensuring tasks complete on time with precision, providing coaching/feedback to audit team and representatives monitored. -Analyze data and identified trends relating to tool utilization, rep behavior, customer journey, and problem resolution. Present findings through data visualization, provide Rep coaching/feedback, and make recommendations for tool and process improvements.-Prepare and lead executive QA calibrations for Tech Support and HQ QA teams. Responsibilities included selecting calls, completing background research, and tracking the customer journey.-Design and produce daily communication report for Tech Leadership across the enterprise, providing high level view of key PA metrics.-Create content and manage the department's ICE site.

Chandler, Arizona

-Analyze a variety of data sets and observed trends related to Tech Support (i.e. CIR, AHT, Trouble Ticket Reduction) and make recommendation for process and tool improvements.-Test pre-launch devices, technology, and software updates to ensure network functionality, test bug fixes and report findings.-Partner with the Executive Relations team to resolve advanced technical issues, including data usage disputes, device issues, and process improvements.-Contributor for weekly national tech communication designed to educate Tech Support teams regarding current issues, performance trends and reinforce business initiatives.-While in the Tech Analyst role acted as a temporary Supervisor (duration 9 months), managing a team of 10+ direct reports to complete project work listed above.

Take inbound calls for customers reporting technical issues.Utilize tools and systems to identify root cause and resolve customers issues.Review customer account in order to recommend best plan, features, devices and accessorizes to enhance their customer experience.Leading year end performance multiple times, and was chosen as team SME/floor support for peers.

Master Of Science- Information Systems, It Project Management, 4.0

Bachelor Of Business Administration (Bba), Social Media Marketing, Gpa 3.79

Associates, Business Administration, 3.6

A+ Certification, Mscdt Certification, Network +

Network+