Mackenzie Teague Email & Phone Number

Working as a contractor to help support testing efforts as the they move to agile methodologies.

*Coordinate releases to ensure that the integrity of the production environment is protected and that the correct components are released.*Design release processes from development build, through testing cycles and defect fixing, to the release of new or changed components. *Collaborated with Agile teams to plan, develop, and implement base standards and procedures.*Established and documented work flows.*Effectively communicated with other departments and upper management to ensure complete care of customers.*Established and authored step by step documentation for the Information Technology department.*Increased the accuracy and efficiency of the teams productivity with project management.*On-boarded and aligned development teams to using GIT flow and with versioning with CI/CD

*Tracked and monitored test environments to minimize downtime during development and testing cycles. *Coordinated upcoming project environments. *Researched issues and provided work around options when available. *Maintained a strong channel of communication with all levels of management. *Calculated and reported downtime to allow insight into areas of opportunity. *Managed emerging situations by developing a detailed prioritized timeline with other IT team members.*Communicated with other departments regarding service issues to bring them to resolution.

*Collaborated with customers and development to define, document, and continually improve the quality of the product's development. *Developed and implemented tailored testing plans to the needs of the project.*Effectively communicated with other teams and upper management to ensure transparency of testing and any potential road blocks. *Led a group of testers located on and offshore. Held daily meetings and ensured testing progression was being met. *Discussed testing options with Scrum teams and promoted processes of testing improvement. *Reviewed defects to determine root cause and validity.*Worked with Jira, Confluence and HPALM applications. *Improved testing productivity by creating test plans, test cases and error log templates.

*Responsible for the system stability of agent facing applications as well as overseeing enhancements and production fixes to the applications. *Hired, managed and mentored a team of administrators. *Follow a waterfall project management methodology. *Build business relationships with internal and external business partners. *Communicate upcoming outage, systemic changes and potential work arounds to business leaders.*Write and review business requirements. *Assessed requests for project changes to consider the effects on budget, quality, deadline and risk. *Compile and write testing scenarios. *Ensure UAT testing quality.

*Oversee the daily call volume in the IVR. *Review analytics to provide business insight to trends and identify any potential concerns.*Reviewed business requirements and ensured quality testing of enhancements.*Managed teams at various locations.*Document IVR process and work flow.

*Accountable for Billing Adjustment department including overall customer satisfaction. *Mentored and developed agents. *Established productivity standards which helped boost productivity ensuring deadlines were being met.*Ensured Regulation Z standards were adhered to protecting the company from any penalties that are associated with being out of compliance.

*Accepted and processed customer payments in credit cards, money orders, checks and checking validity. *Acknowledged customer issues and resolved their concerns quickly and efficiently.*Supervised a team that processed and imaged incoming correspondence for Macy's and Bloomingdale's. *Implemented standards for performance reviews. *Performed quality checks for annual incentives and health care packets for employee enrollment.

1/00-6/00 Legal Recovery Agent6/00-1/01 Fraud Prevention Agent1/01-9/05 Presidential Admin*Continually exceeded on performance statistics *Followed all regulations regarding fair debt practices and privacy. *Delivered outstanding customer service in a variety of situations and settings related to account management. *Ensured client database was free of regarding name, address and other forms of contact information. *Investigated accounts that had possible errors or fraudulent activity. *Reviewed work queues to identify possible fraud trends.*Took escalated calls from upper management and floor associates. *Responded to correspondence and phone calls on behalf of the principals of federated department stores.

Real Estate

Bachelor Of Science - Bs, Biology, General

Dental Assisting