Managed on and off shore testing team for multiple concurrent projects including coordinating the work effort and hand off between them, resulting in efficient use of manpower and extended work daysFacilitated user acceptance testing by conducting training and reviews of system testing resulting in smoother transition from technical team to business user communityDeveloped new test approach format resulting in a more succinct means of communicating test approach to stakeholders.Coached other QA leads and analysts to further their individual development while ensuring the quality of project workServed as site administrator for Mercury Quality Center, developing standards for use with other members of the QA Community and facilitating the roll out to the IT and Business organizations for project useDeveloped testing project plan to organize work assignments and keep management appraised of progress

2006Elicited additional detail for requirements as needed to fill gaps in documentation provided, proactively routing out potential defectsDesigned risk based test plans based on business and technical requirements, including data mapping and design documentsTook on the role of project manager to keep a high priority project moving while we waited for a new one to be assigned Took on the work of release coordinator to assist an overloaded technical lead and keep the project running on time

Documented system requirements and procedures, providing a clear means of communicating the project objectivesExecute manual and automated test plans to identify discrepancies for correction prior to release into productionTrained user community to understand what has changed in the system to help prevent

Handled customer service requests by phone, fax and mail ensuring customer satisfactionProcessed complex title changes ensuring proper handling of ownership, beneficiary and other title scenarios

Supported call center reps by handling irate calls on the demutualization hotline, preserving customer relationsResearched and resolved complaints regarding the process resulting in greater customer satisfaction