Labcorp

● Managed end-to-end UAT processes to validate business requirements and enhance system functionality, resulting in a 30% improvement in testing accuracy.
● Developed real-time JIRA dashboards, providing visibility into testing progress and accelerating stakeholder decision-making while enhancing audit readiness and compliance tracking.
● Trained Agile teams on best practices for backlog grooming and user story refinement, leading to a 20% reduction in development cycle time.
● Facilitated weekly test review sessions with stakeholders, providing actionable insights that accelerated decision-making and improved readiness for deployment.
● Established standardized testing workflows, ensuring 92% of key requirements were validated before deployment and aligning processes with regulatory and internal audit requirements.

User Acceptance Test Lead / Project Manager

● Formulated standardized test plans and procedures utilizing Jira and Confluence to govern consistent quality across QA projects.
● Worked cross-functionally with developers to define test scenarios and acceptance criteria that fulfill functional requirements.
● Configured call center software application modules by verifying quality and reliability throughout the software development lifecycle.
● Supervised functional, performance, security, and regression testing of software products while maintaining high standards of quality.
● Conducted API testing using Postman by resolving vulnerabilities, reducing post-release defects by 25% to fortify product reliability.
● Administered Test Readiness Reviews (TRRs) to classify software defects and issues in Zephyr, adhering to QA project timelines.
● Attained 98% delivery rate by orchestrating sprint planning, daily stand-ups, sprint reviews, and retrospectives to remove impediments.
● Spearheaded the implementation of a call center software application by overseeing testing efforts to guide seamless integration.
● Built 300+ test cases, and test scripts to conduct functional and regression testing, attaining 98% accuracy rate in identifying defects.
● Performed rigorous testing of software application across multiple platforms to ensure compatibility and consistency in user experience.
● Enhanced test automation coverage to 93%, reducing reliance on manual testing to accelerate release cycles for clients.
● Oversaw usability testing by gathering feedback from end-users and incorporating enhancements to optimize user interface design.

Software QA Engineer

● Analyzed laboratory operations by identifying inefficiencies and deploying process improvements to expedite turnaround time by 21%.
● Conducted thorough analysis of business operations within the functional group, identifying inefficiencies and recommending actionable solutions. Successfully streamlined business processes, resulting in a 20% increase in operational efficiency.
● Crafted detailed process documentation, ensuring clarity and completeness, facilitating better understanding and execution of tasks.
● Collaborated with stakeholders to provide business requirements and manage small to medium development/enhancements with IT teams. Tracked and analyzed key performance metrics to assess operational performance. 
● Conducted user acceptance testing (UAT) for software enhancements and provided support for end-users during rollout.
● Led the implementation and testing of AWS Connect for a call center initiative project, optimizing customer service operations and enhancing scalability. Delivered a seamless integration with existing systems, resulting in a 25% improvement in call handling efficiency.
● Facilitated seamless collaboration between QA and Development teams, ensuring the timely and accurate delivery of project features. Successfully reduced miscommunication-related delays by 17%, enhancing overall project efficiency.
● Served as a Subject matter expert and a driving force on a brand-new call center application that saved the company $7 million annually.

IT Business Analyst

● Exceeded call volume targets by managing an average of 120+ calls per day, boosting call resolution efficiency by 14%.
● Achieved 95% customer retention through cultivating strong relationships in providing exceptional service experiences.
● Advised developing and implementing customer service policies and procedures to comply with regulatory requirements.
● Optimized onboarding for new Customer Service Representatives by constructing training materials and modules using a $65K budget.
● Trained and mentored 17 new hires, imparting knowledge on customer service protocols, software applications, and technical systems.
● Addressed customer escalations through troubleshooting technical systems, leading to a 96% issue resolution rate.

Customer Service Support Representative/Subject Matter Expert

CourseCareers

CourseCareers is an intensive online three-month course in technology sales development. I read three books including How to Win Friends and Influence People, Fanatical Prospecting, and SPIN Selling.

I learned everything about the basics of sales development to prepare myself for a sales development position. Check out employer.coursecareers.com to view the complete outline of what I learned. 

Sales Terminology, Org Structure, Ideal Customer Profiles, Buyer Personas, Sales Cycles, Prospecting, Researching, Cadence, SPIN, BANT, Cold Emailing, Cold Calling, LinkedIn Outreach, Salesforce CRM, SalesLoft, Zoominfo, Etc.

Sales Development Student

Mayo Clinic

● Spearheaded a cross-functional team to implement a network segmentation strategy, decreasing potential security breaches by 36%.
● Aggregated data from ServiceNow, Order, Nuvolo, and Stealthwatch, creating 50+ cohesive data packages.
● Employed Agile methodologies and utilized Azure DevOps to oversee user stories throughout the network segmentation lifecycle.
● Collaborated with medical staff and IT teams to gather and document business requirements for EHR system integrations.

Information Technology Business Analyst

Cone Health

● Navigated the EPIC/EMR system to perform financial analysis for 50+ patient cases per day, increasing assessment accuracy by 17%.
● Improved patient experiences by addressing concerns and explaining financial obligations and assistance programs during registration.
● Collaborated with clinical staff and healthcare providers to ensure completeness of documentation for effective treatment delivery.
● Incorporated quality assurance measures to audit patient records and financial data in accordance with regulatory standards.
● Verified patient information, insurance details, and medical records in the EPIC/EMR system, reducing $346K in billing discrepancies.
● Supported departmental initiatives by streamlining processes to improve efficiency in patient registration and financial counseling.
● Led a cross-functional team to implement process improvements in patient registration, expediting registration time by 20%.

Certified Patient Access Associate

Blue Cross NC

- Managed an average of 110 inbound calls daily, providing expert guidance to patients on enrollment, deductible explanations, and policy inquiries, which contributed to a 15% increase in customer satisfaction scores.

- Resolved over 85% of claim discrepancies on first contact by coordinating with physician offices and using FACETS software to rebill and resubmit claims efficiently.

- Collaborated with internal teams and providers to resolve discrepancies in patient records and billing data, improving data accuracy across claims processing workflows.

- Guided patients through pharmacy benefit explanations, breaking down their tiered medication coverage and helping them understand cost implications for prescribed treatments.

- Monitored call trends and identified recurring patient issues, leading to the implementation of a new FAQ system that reduced call average handle time by 12%.

Customer Service Professional

Market America, Inc.

Providing 2nd tier support to assist in answering questions from Distributor Services, Data Services, Computer Support and other departments regarding the Web Center program, MA Capital Resources, iTransact, PAT Live, and other programs in the Internet Services department which are too difficult for them to answer but don’t require the involvement of the Director of Internet Services – standard 2nd tier support. 
Working selected events (i.e. Convention, World Conference, CWT School)

Internet Services Support Coordinator

- Provided outstanding customer support experience and built strong working relationships through deep technical understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude and friendly demeanor.

Computer Support

My name is Syreeta Niblett. I am a User Acceptance Test Lead who started my journey as a Business Analyst. Over the past 6 years, I have grown through roles in software quality assurance, process improvement, and most recently, UAT Lead. Each step has shaped how I approach problems, communicate across teams, and deliver solutions that are not only functional but secure and compliant.

Notable Contributions:

🔹 Project Leadership: Spearheaded a critical call center application project that led to $7M in annual savings, reinforcing agile adaptability in high-demand environments.
🔹 Efficiency Optimization: Designed and executed 300+ JIRA Zephyr test cases, reducing QA testing time by 20% and accelerating software deployment cycles.
🔹 Cybersecurity Initiatives: Led a network segmentation project that reduced cybersecurity incidents by 30%, strengthening organizational security posture.

Areas of Expertise:

🔹User Acceptance Testing (UAT): Test planning, execution, defect tracking, and process refinement
🔹Business Analysis: Requirements gathering, user stories, and data-driven decision-making
🔹Cybersecurity & Compliance: Network segmentation, GRC frameworks, and risk mitigation
Project & Process Management: Agile methodologies, budget/resource allocation, and cross-functional collaboration

Technical Proficiencies:
JIRA | Confluence | ServiceNow | Azure DevOps | MS Excel | LucidChart | Visio | Salesforce | Postman | VirtualBox | Application Lifecycle Management (ALM)

I’m passionate about contributing to clear, reliable, and secure software solutions. I focus on aligning business needs with technical outcomes to support both the end user and the organization. If anything I’ve shared resonates with you, feel free to reach out. I’m always open to meaningful conversations and opportunities to collaborate.

📩 Contact: syreeta336@gmail.com

(The views expressed here are my own and do not represent my employer.)

Syreeta Niblett, CSM

loanDepot

Accomplished professional with expertise in mortgage underwriting and loan modification. Proficient in evaluating borrowers' financial status, ensuring compliance with internal standards, investor guidelines, and federal regulations. Skilled in identifying and communicating potential fraud risks. Specialized in modifying loans throughout their tenure, managing escrow analysis, and reviewing credit histories. Experienced in loss mitigation underwriting for various mortgage loans, including COVID-19-specific modifications. Demonstrated proficiency with Freddie Mac’s Workout Prospector II and Fannie Mae’s HSSN sites. Adept at reviewing, validating, and executing loan modification agreements. Proven ability to exceed quality and production standards while effectively communicating with investors. Successfully handled disaster relief eligibility verification and implemented relief options, meeting investor and insurer guidelines with precision. Trusted for high-level disaster escalation requests and quality control in disaster modification processes. Strong team player assisting in manager projects and assigned duties.

Loss Mitigation Specialist

ServiceNow

Demonstrated proficiency of knowledge of the ServiceNow platform and products via 
instructor-led and on-demand coursework, case studies, and projects during a 10-week interactive reskilling program. 

Conceptualized and configured custom applications within multiple ServiceNow instances 
using form configuration, scripting, Service Catalog configuration, Web Services, Homepage, Dashboard, and Service Portal. 

Developed application that decreases the response time of customer feedback. Tool also 
served to increase customer satisfaction ratings over time. 

Managed team project using Agile framework to create project plan, define roles, and 
determine tracking metrics to ensure a cross-functional understanding amongst project members.

NextGen Program Extern

Mr. Cooper

Ensure procedural compliance with company, state, federal regulations, and investor/guarantor requirements. Oversee planning, administration, and management of centralized modifications in FHA/VA/USDA portfolios. Maintain loan level review reports, templates, and dashboards. Conduct training for onshore and offshore staff, ensuring accurate compliance with regulations. Develop and communicate departmental goals, policies, and strategies. Implement tracking and performance monitoring mechanisms, keeping the management team informed of operational activities. Drive staff to achieve monthly goals and meet service level agreements. Collaborate with onshore and offshore partners, staying informed about the mortgage industry to provide recommendations to upper management.

Account Resolution Manager

Conduct thorough financial evaluations of borrowers in adherence to internal underwriting standards, investor guidelines, and federal regulations. Identify and report potential fraud or suspicious activity risks to management. Execute loan modifications, including changes to interest rates, term extensions, and principal balance adjustments. Perform escrow analyses, review credit histories, and ensure compliance with S.A.F.E Act regulations. Specialize in loss mitigation underwriting for various mortgage loans, including COVID-19-specific modification products. Possess expertise in Freddie Mac's Workout Prospector II and Fannie Mae's HSSN sites. Handle appeals, escalation requests, and effective communication with investors. Consistently meet and exceed quality and production standards while assisting in managerial projects and assigned duties.

Mortgage Underwriter

Dynamic professional specializing in loan workouts and delinquency resolution. Proactively engages with borrowers to assess financial situations, responding to inquiries from various stakeholders. Determines resolutions, including retention and collateral-based workouts, and presents recommendations to management. Negotiates final terms, ensuring timely completion, and collaborates on property valuations, title reports, and investor recommendations. Maintains detailed monthly reports on portfolio performance and actively manages bankruptcy cases, including review of court dockets and submission of legal documents. Adept at communication and negotiation to achieve optimal outcomes.

Loan Specialist

Greetings! I'm Brandy, a seasoned Mortgage Underwriter with a proven track record in evaluating clients' financial status, ensuring compliance with industry standards, and exceeding quality and production benchmarks. My expertise extends to meticulously maintaining loan level review reports, templates, and dashboards, showcasing my commitment to precision and efficiency.

Eager to leverage my skills in a new direction, I've attained certification as a Certified Salesforce Associate. This foundational understanding empowers me with insights into how an integrated CRM platform can solve challenges by connecting departments and customer data. Proficient in reporting, user administration, sharing, customization, and data management, I am excited about the prospect of translating these skills into a role as a Cybersecurity Analyst.

Driven by a passion for continuous learning and adapting to emerging challenges, I am poised to contribute my analytical mindset and attention to detail to the dynamic field of cybersecurity. Let's connect and explore the possibilities of how my unique skill set can align with the needs of your cybersecurity team.

taplio

The Battle

Syreeta Niblett, CSM

Brandy Thompson

Followers

Posts

Engagements

Likes

Ready to grow your LinkedIn presence?