Heather Segovia Email & Phone Number

Calgary, Alberta, Canada

Calgary, Alberta, Canada

Guide the analysis, approach, and execution of E2E test cases, test procedures and reporting

Calgary, Canada Area

Performed QA activities Defect ManagementIssue ValidationVendor Coordination for Defect Triage

Calgary, Canada Area

-Manage Crowd Intelligence Communities-Provide Community Operations Leadership-Provide coordination and support for project delivery, community program execution and maintenance release requirements

• Operations Project Manager: Managed and communicated work priorities for the Services Team including Developers, QA, Database Administrators and Report Writers. This resulted in improved communication, faster issue.
• Assisted with QA activities by creating data, testing software and developing test cases.
• Managed Technical Services team including QA, Database Administrators/Architect, Report Writers and Business Systems Analysts:o Recommended education and training as appropriate.o Evaluated performance of personnel.o.
• Worked with the Consultants Manager to update best practices and promote client satisfaction/ optimization amongst the team. Reduced the need for one QA FTE by finding efficiencies and redistribution of duties.

• Successfully managed project timelines, resourcing and communications. All projects delivered on time and on budget.
• Trained New Project Manager on processes and procedures.

Calgary, Canada Area

• Managed team of 4-5 Business Support Analysts.
• Analyzed client applications use data and took appropriate steps to encourage client engagement with our products.

Calgary, Canada Area

• Managed team of 7-8 Business System Analysts and Client Support Specialists.
• Coached/mentored the CS team to improve their customer support skills and methods as well as performed their performance reviews.
• Ensured Client Support was fully informed and trained in new features/products. Created training process which allowed new Analysts to be able to be on the phones and be productive at a faster rate.
• Developed and tracked Metrics to predict future needs, as well as be able to suggest improvements to proactively solve issues and improve products.
• Recruited new Client Support Specialists.
• Built and maintained solid relationships with clients’ key stakeholders, so well in fact that I was able to take on Account Management of one client to cover a leave.

• Logistically coordinated rail traffic according to priority/commodity.
• Provided Customer Service Representatives with traffic plans and reports.

• Provided 24 hour customer service to CPR’s Key, Primary and Growth customers via phone calls, email and reports.
• Coordinated with the Operations team and railway yards.
• Acted as Manager Shipment Planning and/or Yard Service Representative during off hours.
• Sent Customer Broadcasts during off hours.

• Responded to and investigated customer concerns and problems.
• Made job more efficient which removed the backlog of work, reduced daily workload by 50% so that I was able to take on other projects.

Responsibilities encompassed: responding to written, faxed, email and telephone requests for copies of financial transactions; address changes; new account opening; closing of accounts; and other ad-hoc requests. Assisted supervisors and clients in identifying and resolving problems as well as revenue leakage.Maintained high standards of.