Mark Christopher Abing Email & Phone Number

Culver City, California, Us

● Cross collaborate with business and dev team to determine testing requirements ● Analyze user stories and create test plans, test cases, and test suites via Jira● Efficiently implement advanced querying techniques (JQL)● Create and execute QA test plans and test cases based on business workflows and user stories● Construct and conduct test suites for smoke, regression and functional testing in different phases of SDLC● Report status and provide recommendations on improving QA methodology and Test environments● Monitor bug solutions, efforts and track successes● Analyze failures and collaborate with Software Engineers to ensure the root cause is investigated● Use SQL queries to analyze data in relational database, prepare data for testing and validate data integrity● Designed API testing via Postman● Produced API test scripts via VS Code● Perform User Acceptance testing in a staging environment and post-release verification● Provide project and/or release estimates for QA efforts and QA resource requirements ● Provide weekly testing status reports of production issues● Interactively participate in release planning, sprint kick-off, sprint review, and retrospectives

San Francisco, California, Us

● Executed QC phone audits within my team to assure customer satisfaction and compliance● Provided coaching and development opportunities to drive better quality customer engagement within my team● Developed new processes to help log and track data for sales transactions and re-engagement● Strategically managed leads pipeline of 500+ prospective clients to meet daily sales goals and deadlines● Assisted in pilot projects to develop SOPs and gather data points on client experience/ feedback● Identified areas of opportunity for process improvements in partnership projects● Leading my own team ensure metrics and quality standards are met● Mentored new employees on best practices, current processes, objectional handling to assist in ramping period

Seattle, Wa, Us

Responsible for scheduling virtual onsite interviews and phone screens; collaborating with candidates andrecruiting stakeholders• Meeting proper SLA metrics from start-to-end interview cycle (phone screen – virtual onsite interview)• Updating candidate records and job postings in recruiting systems and confirming new hires• Providing follow-up correspondence to candidates on recruiting status via phone and email• Tracking recruiting activities and providing candidate status in a weekly report• Coordinating the post-interview debrief meetings and providing debrief materials• Identifying opportunities for improving candidate experience and scheduling efficiency using data points• Assisting in the coordination of other recruiting activities and recruiting projects as needed• Owning issue resolutions and being task flexible based priority needs• Managing/ updating calibrated interviewer rosters

New York, Ny, Us

• Partner closely with prospective borrowers and provide support during all stages of the home buying/refinancing process from the research stage all the way through funding; pipeline of 50-100 files• Educating my clients on the use of our platform to ensure a smooth end to end experience• Develop excellent rapport with the potential client to build trust, understand their financial goals, and anticipate their needs; maintaining average 4.9 CSAT score month over month• Evaluate client’s credit history and financial background to qualify for potential loan products• Use in-depth knowledge of mortgage/refinance products to educate and build trust with clients. Be accountable for client success and client satisfaction overall; 100% average pick up rate inbound calls• Proactively track and coordinate client’s files through loan process and own issue resolution, and if necessary, escalating issues; Actively collaborating with cross functional teams to overcome obstacles • Abiding to proper SLA times for all emails, text messages, chats, and call backs• Mentor incoming Home Advisors who are new to their role and to the mortgage industry

New York, Ny, Us

• Receiving inbound calls from new and existing client to address questions and business needs

• Manage multiple responsibilities of paying bills, closing payroll, completing department deadlines, vendor communication and out-reach, inventory/ purchasing, and properly staff for the day-to-day operations• Responsible for driving Guest Satisfaction Survey scores to achieve quarter and yearly goals; 42% to 61% increase in Intent to Recommend• Assisted in talent acquisition for cross functional departments• Coordinated, executed, and logged associate terminations/ off boarding• Assisted in manage and educate associate benefits, LOA, and other company benefits• Use CRM tools to reconnect with past guests to better understand areas of opportunities and develop new operational strategies• Use Sales force analytics to anticipate guest needs prior to their arrival• Create and execute weekly commitments to pursue new training opportunities with associates• Create a stimulating workplace environment that allows associates to feel comfortable, perform at their best, and generate repeat guests

Bethesda, Md, Us

• Grasp better understanding of managerial responsibilities• Cross train in multiple departments to gain more knowledge of day-to-day operations

Bachelor Of Science - Bs, Hospitality And Tourism Management

Education record