Tamara Book Email & Phone Number

Toronto, Canada Area

I lead a team of UAT analyst and together we ensure that the Flexiti systems are performing as expected so that our Merchant partners across Canada and our Customers are experiencing flawless interactions with us.In my role I mentor the team during the creation of test cases, estimates and coordinate test efforts, track and escalate variances and conduct system testing. I coordinate and assist in the execution of production validation during major and minor technical releases, provide the sign off if all goes well and communicate the content of what was delivered to the entire Flexiti team.Along with leading my team and supporting their professional growth, I use my systems and customer service expertise to provide feedback to the business on enhancements that they are requesting. They count on me to share my views and provide solutioning when constraints arise if I have one in mind. I also attend functional demonstrations with IT to gain alignment on the testing approach and regression testing requirements.My previous role at Flexiti was Business Analyst where I captured system enhancement requirements, tested changes and identified improvements. I also had an opportunity to project manage the implementation of our plastic card product where we partnered with a plastic vendor and delivered a Flexiti credit card to our customers for their wallets.

St. Catharines, Ontario

I partnered with major North American Banks to design custom interfaces that support their credit card initiatives. These requests required data mapping, transformation rules, account triggers for file selection and determining TS1 and TS2 source data in order to create the custom data file used to update their databases. I provided solution documents that were Bank approved, collaborated with developers to deliver interfaces that met requirements and supported the entire project’s lifecycle. I utilized the IBM Rational project management application for all projects tracking, ensuring that critical documentation were delivered for each project.

Create Business Requirements for Ally.ca to meet Regulatory demands; replacement of Privacy and Legal documentation. Partner with IT, Legal, Marketing and Vendors to deliver enhancements to the Website through collaboration. Provide support and clarity for developers during the development cycle of new requirements on resmor.com. Create test script for testing group, executing test scripts through Quality Center, validating and prioritize defects.

Senior Business Analyst responsible for technical Desktop support for Chordiant software and Tsys Mainframe. First point of contact for operational issues and escalation. Identify and influence operational process improvements. 2010Project Lead representing Call Centers, Reporting/Analytic and Application Processing Departments for Corporate wide initiatives. Fluent in Project Methodology and passionate about meeting deadlines with quality. Educated my team on the requirements and methodology, gained commitment and collaboration to get the job done. 2005-2009Scrum Master Certified and led a development team to create and implement a new Collection platform. 2008

Operations Analyst responsible for promoting and facilitating a Division Wide Efficiency Program. Evolved and promoted this program, preformed analysis of over 1500 suggestions, investigated development costs and alternates, secured resources to implement changes for total savings in excess of 2 million. 2002-2004

Call Center Supervisor, Department size-200 front line CSRs that provide customer service for CTFS credit cards. 25 direct reports. Accountabilities include: Agent performance review, bonus eligibility, coaching & incent to improve productivity. Operations support, identify process improvements, in depth knowlege of call center technology