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

Cosumnes River College

Building and fostering online and on-ground learning communities for over 9 years while being highly active in numerous projects and outreach programs to enhance the academic experience for customers. 

Negotiated budget allocations with cross functional leaders, securing a 10% funding increase for academic programs. 

Coordinate and facilitate project planning, scheduling, and execution to ensure timely delivery of project objectives, while also leading policy meetings and outreach programs, leveraging community and college resources to attract high school students to department courses. 

Developed and maintained comprehensive project documentation, including OKRs, status reports, and risk management plans, using Saas tools for efficient project management. 

Maintained a high retention rate of above 85% in classrooms in over 8 years.

Earned a perfect performance review of 100%. This demonstrates I’m approachable to a diverse group of individuals and have exceptional leadership skills to bridge students to reach academic success. 

Utilized technical software learning management tools like Canvas, Microsoft PowerPoint, Excel and Projects including Google's spreadsheets to analyze data, create and deliver PowerPoints, presentations, assessments and assignments and proposals.  

Efficiently planned, scheduled, and executed over 10 conferences and professional development activities, such as the Umoja Conference, California Acceleration Project, and Part-Time Faculty Conference. Effectively communicated with management and clients to ensure the provision of necessary resources and adherence to work schedules.

Participated in policy meetings and executed outreach programs, utilizing community and college resources to meet objectives and enroll nearby communities in departmental courses.

Project Manager and Adjunct Professor

Motivated students to become confident and capable writers while providing feedback and explaining writing concepts.

Reading and Writing Center Coordinator

Served as the part-time faculty representative and participated in voting measures regarding budgets, resources for part-time faculty and students.

Academic Senate Representative

Scrumdogbillionaires, LLC

Facilitated an intersectional Sprint Retrospective, combining the worlds of Cybersecurity and Scrum to continuously improve authentication processes, reduce phishing attempts, and provide adequate training for employee awareness. 

Attained a full understanding of Agile Software Development Life Cycle (SDLC) within the context of product innovation, continuous improvement, and self-governing teams.

Facilitated and participated in all Scrum Ceremonies (Sprint Planning, Daily Scrum, Sprint reviews, Sprint Retrospective, Backlog Refinement/Grooming Sessions).

Participated in Agile working sessions involving guest Scrum Developers, Product Owners, and QA Engineers.

Utilized Agile tools like Jira, Miro, Slack, and Loom to work asynchronously, hence promoting self-organization and self-management skills.

Created functional user stories, addressing user points and core needs for product innovation and product roadmaps.

Conducted Agile working sessions that required cross-team collaboration and implemented tactics for overall process enhancement.

Scrum Master

CalPERS

Delivered HIPAA-compliant training programs, instilling a culture of confidentiality and data security within the teams.Proficient in translating complex regulatory requirements into actionable strategies and ensuring organizational adherence to compliance standards.

Provided technical support on retirement eligibility and calculation processes, communicated procedural updates to team members and leaders, and maintained statistical data on training and courses using Microsoft 365. Assisted in developing and editing Section templates in Microsoft Word and Excel, contributing to the scheduling of training classes and maintaining procedures published on the CalPERS intranet.

Conducted in-depth reviews of escalated user cases, meticulously assessing compliance with terms of service. Collaborated with Trust and Safety teams to enforce platform policies and community guidelines, contributing to a secure and positive user experience.

Directed the development, coordination, and validation of written procedures and job aids for Retirement Benefits Section processes, utilizing SharePoint, Adobe Acrobat, Microsoft OneNote, Word, and other programs. Acted as a Subject Matter Expert (SME) for Section issues and special projects, contributing to system implementations.

Designed comprehensive training materials, including handouts, procedural guides, and job aids, while implementing key performance indicators to assess and enhance the effectiveness of training programs.

Training And Development Coordinator

Cardinal Health

Conducted regular quality inspections and audits to maintain product integrity and compliance with regulatory standards, reducing product loss and ensuring high customer satisfaction ratings.

Orchestrated daily warehouse operations, including receiving, storage, and distribution of goods, ensuring adherence to safety protocols and efficiency targets.

Facilitated resolution of time entry discrepancies with consultants and consulting managers, enhancing efficiency and accuracy in project tracking and reporting.

Managed the receipt, storage, and shipment of medical products including durable medical equipment and accessories, utilizing both manual and automated processes.

Warehouse Operations Associate

AT&T

Championed sales processes and business development by presenting and selling cellular devices, tablets, and accessories, aligning services with customers' individual needs.

Successfully diagnosed and resolved technical issues on both Android and MacOS Apple products, leveraging comprehensive knowledge gained from diverse experience. Conducted efficient troubleshooting to address software and hardware issues, ensuring optimal functionality and customer satisfaction.

Performed competitive analysis to strategically secure new opportunities, increasing revenue generation, and conducted in-depth evaluations to identify upselling opportunities, consistently offering additional product solutions to enhance customer satisfaction and retention.

Utilized advanced communication skills to coordinate and execute product demonstrations, educating customers on technical devices, services, and benefits to generate increased revenue.

Streamlined operations by assessing, submitting, and documenting tickets and escalations for hardware and software issues in-store, and over the phone, while also driving continuous improvement through troubleshooting electronic devices to resolve application, technical, and service issues.

Informational Technology Specialist and Sales Consultant

Sacramento City College

Analyzed project data trends and metrics, resulting in a 15% increase in efficiency, while effectively managing over 50 student accounts, leading to a notable 5% improvement in retention rates within six months.

Spearheaded the development and execution of a comprehensive risk management plan, leveraging Agile methodologies to proactively identify and address potential risks, resulting in a notable 30% reduction in project delays.

Enhanced internal and external communication channels to articulate financial information and proposals clearly to college leadership, department heads, and key stakeholders, optimizing project understanding and buy-in.

Cultivated strong relationships with Upper Management to drive successful execution of strategic initiatives aimed at enhancing student retention, demonstrating adept leadership and collaboration skills vital for technical project management.

Managed project budgets proficiently by implementing accounting best practices employing cost-tracking mechanisms, and conducting financial analyses, ensuring adherence to budgetary constraints and project success.

Guided the eligibility process by hiring, training, and leading a team of 15-20 staff members, aligning efforts with senior management objectives.

Technical Project Manager/ Enrollment Coordinator

Elk Grove Unified School District

Delivered proactive support and best practices to the teachers in reinforcing instruction to individual or small groups of students in a classroom. Translated and documented complex information into understandable data.

Evaluated and observed students in the classroom, reviewed students test data, and discussed curriculum with teachers and school staff.

Adhered to district standards in conducting evaluation testing and submitting scores. 

Led an engaging curriculum for students with varying needs to facilitate a productive grade-level classroom.

Enhanced students’ satisfaction by creating instructional materials from the approved curriculum following the assigned schedule.

Project Coordinator and Instructional Assistant

Los Rios Community College District

Selected and qualified faculty member who mirrors the racial and ethnic diversity of Los Rios Community College District. 

Preparation for addressing student learning effective and inclusive classroom strategies, equity and implicit bias, and culturally relevant, responsive pedagogy.

Shadowed a faculty member in a classroom to observe teaching skills.

Faculty Member

London Metropolitan University

Appointed to monitor student concerns about their academic programs and escalate issues to administration, the Deans and even the Vice-Chancellor’s office when necessary.

Added value to students' academic experience.

Student Academic Representative (STAR)

Nordstrom

Salesperson

Provided exceptional customer service by catering to customers' needs.
Managed customer escalations quickly and effectively.
Developed and maintained strong relationships with customers, staff and management. 
Assisted department managers in preparing for vendor events to accomplish shared vision.

As a Certified Scrum Master and project manager with over ten years of experience, I specialize in strategic planning, operations support, and problem-solving to drive positive change and project execution. Throughout my career, I have enhanced organizational results by utilizing strategic processes and fostering collaboration.

I excel at adapting to change through energetic collaboration and effective communication, leveraging my hands-on experience in education and business. My ability to communicate and collaborate with diverse teams and clients has been key to achieving specific goals.

With my Google Project Management Certificate, I am highly motivated to lead programs and projects to successful outcomes. I build strong relationships with cross-functional team members, enabling precise execution of strategic business plans. My track record includes exceptional results in:

Sales Management
Customer Service
Technology Implementation
Business Strategy
Project Planning
Curriculum Development
Training Development/Onboarding

I am dedicated to fostering a continuous learning culture within organizations. By leveraging agile methodologies, I create environments that support ongoing learning and improvement, empowering teams to adapt and innovate. My commitment to continuous learning ensures that companies remain agile, adaptive, and at the forefront of innovation.

Project Highlights:

>Software Project Management: Successfully managed software projects involving Canvas integration and led on-ground faculty through the transition to online teaching, enhancing digital learning environments and improving educational outcomes.

>Student Retention Program: Spearheaded a retention program for underprivileged students, increasing retention rates by 5% and resulting in over 150 students re-enrolling through effective onboarding, data analysis, and resource distribution.

>Technology-Driven Training: Led the development and implementation of a technology-driven online teaching training program using the Canvas learning management system, creating digital training materials and facilitating virtual workshops. Successfully trained over 20 faculty members, significantly improving online education quality and student engagement.

Recognized for tackling situations from different perspectives and providing innovative solutions, I strive to improve overall success while leaving a lasting impact on my organization.

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Syreeta Niblett, CSM

Cherrelle H.

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