Business Analyst/User Acceptance Testing



STEVEN D. RICHMOND





Plymouth, MN 55447 • (763) 559-1401 • Steve.Richmond@comcast.net



LinkedIn http://www.linkedin.com/in/stevendrichmond





 



CUSTOMER SERVICE REPRESENTATIVE



OFFICE TEAMS



 



SELECT
COMFORT,
Plymouth,
MN                                                 
         2013-Present 



 



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
OPERATIONS



 



“Reliable
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
management.





 
 


 
 


 
 


 
 


 
 


 
 


 

      
  • User Acceptance Testing

  •  

 

 

      
  • Vendor Relations

  •  

 

 

      
  • Database Management

  •  

 

 

      
  • Change Documentation

  •  

 

 

      
  • System Test Cases

  •  

 

 

      
  • Process Improvement

  •  

 

 

      
  • Documentation

  •  

 

 

      
  • Requirements Gathering

  •  

 

 

      
  • Strategy and Planning

  •  

 

 

      
  • Program Management

  •  

 

 

      
  • Web Site Development

  •  

 

 

      
  • Client Relations

  •  

 



 



PROFESSIONAL EXPERIENCE



 



CARLSON MARKETING WORLDWIDE, Plymouth, MN                                           1997-2010



 



Account
Executive / Operations Specialist
(2000-2010)



Provided operational
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.



 



Database
Management / Technical Support




  • Worked
    with internal IT department to set up and manage call center and maintenance databases supporting AT&T account.

  • Participated
    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.

  • Provided
    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.

  • Worked
    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
    satisfaction.

  • Provided
    back-up support for all e-mail campaigns
    for the client. Stepped into the lead role on campaigns when needed.

  • Assisted
    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
    alerts.

  • Participated
    in a team that designed and implemented a member’s
    only chat room
    .















Program
Management




  • Created
    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
2





 




  • Maintained and reconciled bank
    accounts
    needed for
    the issuance of cash back awards and provided client with accurate monthly
    statements.

  • Continuously
    reviewed manual reporting processes to design
    innovative, cost effective systematic reporting changes
    to propose to the client.

  • Established
    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.

  • Provided
    technical backup support for all weekly
    and monthly client e-mail campaigns and highly detailed quarterly statement
    emails for all members.

  • Continuously
    recognized for strong trouble shooting
    and problem solving skills. Extremely calm in high stress environments.











 



Call
Center Supervisor
(1997-1999)



Supervised
12 customer service representatives in a call center environment supporting
AT&T and United Health Group (previously United Health Care) accounts.




  • Trained
    and coached representatives to
    assure excellence in customer service.

  • Received
    Customer Service Distinction award
    by JD Powers.





 



Prior
to 1997



 



RIVERSIDE MORTGAGE,
Brooklyn Park, MN                                                           1996-1997



Loan Officer



 



NOVUS FINANCIAL, Sioux
Falls, SD                                                              1995-1996      



Loan Officer



 



ACADEMY MORTGAGE, Sioux
Falls, SD                                                                  1994



Branch Manager



 



EDUCATION



 



INTERSTATE BUSINESS
COLLEGE, Fargo, ND



Information Technology degree



 



NORTHERN STATE
UNIVERSITY, Aberdeen, SD



Business courses



 

  • ID#: 73369
  • Location: Minneapolis, MN , 55447

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