Business Analyst/User Acceptance Testing
STEVEN D. RICHMOND
Plymouth, MN 55447 • (763) 559-1401 • Steve.Richmond@comcast.net
CUSTOMER SERVICE REPRESENTATIVE
Performed inbound and
outbound customer service calls for the home delivery department.
Handled delivery and any
issues from customers regarding home delivery of their select comfort beds.
BUSINESS ANALYST / SYSTEMS ANALYST / BUSINESS
Internal and External Account Support”
Diverse background in business
operations, IT support, and program management. Skilled in building and
maintaining strong client and vendor relationships in support of major account
activity. Accurate and timely generation of client reports and data base
CARLSON MARKETING WORLDWIDE, Plymouth, MN 1997-2010
Executive / Operations Specialist (2000-2010)
support for a major corporate client (AT&T) for a rewards program for small
business owners serviced by AT&T. Program encompassed small businesses in
nine southeastern states with 175,000 members.
Management / Technical Support
with internal IT department to set up and manage call center and maintenance databases supporting AT&T account.
in the creation and upgrades of internal client
web site for AT&T from requirement
gathering and working with wire
frames. Set up and maintained all redemption awards in data bases and
client web site.
monthly User Acceptance Testing (UAT)
for all web site changes prior to and after implementation. Prepared and worked
with test cases when necessary. Worked
with developers and IT support to ensure all requested client changes were made
and working correctly.
closely with AT&T and the internal awards group to choose and set up 2,000+
reward items and modifications in the
database. Monitored awards to assure accuracy and complete customer
back-up support for all e-mail campaigns
for the client. Stepped into the lead role on campaigns when needed.
in the development and testing of a highly innovative
mobile marketing program to allow AT&T members to access program
accounts from mobile phones. Assisted in the development of ongoing mobile text
in a team that designed and implemented a member’s
only chat room.
and prepared 12 accurate and timely monthly, yearly, and program to date reports for AT&T encompassing
member redemption activity and identifying product trends. Three of the reports
were used by the client to cross check external vendor billings.
STEVEN D. RICHMOND Page
Maintained and reconciled bank
accounts needed for
the issuance of cash back awards and provided client with accurate monthly
reviewed manual reporting processes to design
innovative, cost effective systematic reporting changes to propose to the client.
and routinely maintained contact with several outside award product vendors throughout
the US to assure continuous satisfactory working relationships and transmission
of encrypted files between them and Carlson Marketing.
technical backup support for all weekly
and monthly client e-mail campaigns and highly detailed quarterly statement
emails for all members.
recognized for strong trouble shooting
and problem solving skills. Extremely calm in high stress environments.
Center Supervisor (1997-1999)
12 customer service representatives in a call center environment supporting
AT&T and United Health Group (previously United Health Care) accounts.
and coached representatives to
assure excellence in customer service.
Customer Service Distinction award
by JD Powers.
Brooklyn Park, MN 1996-1997
NOVUS FINANCIAL, Sioux
Falls, SD 1995-1996
ACADEMY MORTGAGE, Sioux
Falls, SD 1994
COLLEGE, Fargo, ND
Information Technology degree
UNIVERSITY, Aberdeen, SD