Tonya Sutterfield Email & Phone Number

Indianapolis, Indiana Area

Responsible for defining and managing the scope of business systems projects. Manages integrated functionality, usability, reliability, performance and support requirements of a system. Creation of Use Case and Requirement documentation for contract center applications. Provides the link between the technical and business views of the system by ensuring that the technical solutions being developed will satisfy the needs of the business.Anticipates and identifies opportunities for improvement. Duties also include performing Production Support for the Contact Centers to provide more efficient Customer Service using the Next Generation Desktop (NGD). Support 1-800-MEDICARE contact centers and the ACA Contact Centers. Worked on projects relating to Oracle upgrades, custom Siebel releases, Computer Telephony Integration (CTI), Integrated Voice Response (IVR) and Web Chat integration. Responsible for communicating and collaborating on system requirements with multiple stakeholders both internal and external,

Responsible for working with business and technical staff at National Government Services in planning, executing, and documenting testing. Work with technical and business resources to understand requirements affecting any component of application. Learn individual components of system to facilitate the development and execution of comprehensive test plans. Follow and enhance developed testing processes, procedures, or methodologies. Document test cases to meet desired test coverage goals. Assist with test automation effort. Work to minimize risk by identifying, communicating and escalating issues appropriately to management

Customer Support of a Siebel based application - traveled for on site support.

Indianapolis, Indiana Area