Eric Solano Email & Phone Number

Reviewed all project documentation such as Business Requirements, Functional Design, Functional Specifications, TCR's (Technical Change Requests), and/or Technical Documentation to determine functional Test ScopeCreated User Interface, Error Handling, Contributing and Critical Functional scripts in Quality Center 8.0 • Performed GUI, Functional, Integration, End to End Testing and Regression testing for PERSONAL and BANKING websites of Wamu.com site• Coordinated with Technical Analysts, Developers in interpreting the requirements and involved in SCRUM agile process• Created Test Plan by defining Test Strategy, Objectives, Environments, Defect Reporting and Roles & Responsibilities for public site projects Projects include the following:• iPhone Web Channel• Mobile Banking – SMS and WAP• Managing Online Access for the Blind • Sessions-Based Exploratory Testing• Online Consumer Lending, Live Chat

• Manage daily back operations for member service, payment and settlement, fraud prevention, and disputes for all electronic payments: Automated Clearing House (ACH), Wire Transfers, Mailed and Online Check Deposits, Bill Payments, Share Drafts, Shared Branch transactions, ATM Deposits and Withdrawals, ATM/Debit Card, and Credit Card• Administers Certificate of Deposit, Individual Retirement Accounts, Death Insurance Claims, Escheat, Trust Accounts, Levies, and Dormant Accounts• Responsible for developing business cases, securing resources, setting and managing expectations for project timing, scope, and risk• Lead multiple cross functional teams to complete organizational projects, facilitate problem solving and project team meetings to optimize organizational productivity and efficiency Projects from initiation to implementation include the following:• Online Membership• Health Savings Account Debit Card• Falcon Case Fraud Management

• Business Analyst/Project Manager for Online Banking, Payments, and Fraud Prevention solutions • Executes testing including functional, system integration, user acceptance testing, and certification • Managed, maintained, and improved remote member access such as Online Banking, Bill Pay, Shared Branch, ATM, and mailed deposits• Lead multiple cross functional teams to complete organizational projects, facilitate problem solving and project team meetings to optimize organizational productivity and efficiency • Analyze and observe market trends and consumer behavior to recommend strategies for increasing market share and product penetration• Promote and maintain an internal organizational culture built on core values and core purpose, which fosters innovation, teamwork, and commitment Projects from initiation to implementation include the following:• Online Check Deposit• Automated ATM Surcharge Rebate• External Transfers• Account Alerts

• Supervised, recruited, hired, scheduled and evaluated performance of 18 employees.• Trained staff in customer relations, cross-sell, regulatory compliance, safety and security issues, operations policies and procedures• Conducted monthly, quarterly, and annual coaching on associates overall performance• Processed and developed personnel files, salary planning, reports, and issues• Responded to complex escalated calls from internal and external customers to resolve Regulation E and Automated Clearing House disputes• Researched, investigated, and resolved claims using multiple online systems • Created procedures on claims processes• Provided specialized service to Premier/Plus Customers

• Supervised, recruited, hired, scheduled and evaluated performance for 9 employees.• Trained staff in customer relations, cross-sell, regulatory compliance, safety and security issues, operations policies and procedures• Distributed claims to associates in a daily basis and tracked claim volume• Analyzed, designed, and helped develop system programming on Automated Non-Sufficient Funds fee reversals using Six Sigma for all Regulation E disputes (ATM, Debit Card, and ACH)• Created procedures• Tracked and reported associates production for performance evaluation and management review• Provided specialized service to Premier/Plus Customers