QA Analyst at RBC Insurance

• Delivered timely solutions to customer reported errors within INGENIUM through the analysis of complex data and functional/technical specifications, test case recreation, batch execution, SQL data queries/updates, and consulting with subject matter experts• Achieved high levels of customer satisfaction by delivering solutions to customer inquiries and reported defects within our service level agreements • Initiated contact with account managers to ensure service contracts were up… Show more • Delivered timely solutions to customer reported errors within INGENIUM through the analysis of complex data and functional/technical specifications, test case recreation, batch execution, SQL data queries/updates, and consulting with subject matter experts• Achieved high levels of customer satisfaction by delivering solutions to customer inquiries and reported defects within our service level agreements • Initiated contact with account managers to ensure service contracts were up to date in turn avoiding any service disruptions • Successfully developed and delivered new product release announcements to customers, and updated and maintained the HP Customer Portal to include all new product downloads and documentation • Generated reports to monitor and measure customer service level agreement compliance Show less

• Analyzed business problems and executed complex test plans by leveraging life insurance industry intelligence and INGENIUM product knowledge in order to determine the root cause of issues• Keen ability to understand scope of problems and easily identify appropriate support personnel for further investigation and resolution• Consulted with customers to define needs or problem areas and determined the depth of investigation required to recommend possible solutions •… Show more • Analyzed business problems and executed complex test plans by leveraging life insurance industry intelligence and INGENIUM product knowledge in order to determine the root cause of issues• Keen ability to understand scope of problems and easily identify appropriate support personnel for further investigation and resolution• Consulted with customers to define needs or problem areas and determined the depth of investigation required to recommend possible solutions • Administrator and staff trainer of the FrontRange HEAT helpdesk software for the support of change management and defect tracking• Handled all communication pertaining to support issues and ensured all policies and procedures were being met by providing clear and accurate information to customers Show less

• Corresponded with customers in an inbound call center environment regarding software technical inquiries and sales and effectively performed data entry into call back and order entry system• Maintained and compiled a profile of leads from inbound calls for follow-up by sales representatives