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

MedTechVets

Student Fellow

HCL Software

Customer Success Manager

Oracle

Cloud Application Executive- ERP/EPM/SCM

CX CUSTOMER SUCCESS MANAGER

The Customer Success Manager (CSM) drives maximum adoption of Oracle Cloud solutions and identifies/drives product expansion opportunities via high-value relationships with our customers. 

The CSM is a customer-facing, post-sale, install-base Account Manager. Teaming with the multiple groups within Sales, Support, Operations and Consulting, the CSM is responsible for understanding the near- and long-term vision of the customer. Coordinating the right Oracle resources, programs, and information at the right time, to ensure the customer’s value of their Oracle Cloud service. Retention and expanding the customer's knowledge and footprint are key initiatives for the CSM. 

CSMs are focused on protecting the Cloud customer base and as such are: 
responsible for… 
- Optimizing customer adoption of our Cloud services 
- Maintaining the health of our Cloud customers 
- Maximizing Customer Satisfaction 
- Building a long-term relationship 
- Providing life cycle account management 
- Identifying product/subscription expansion and up sell opportunities 
- Ensuring our Cloud customers continue/renew their Cloud subscription/contract with Oracle

 HCM Customer Success Manager

Google

- Briefing Site Managers on Operations and requirements in order to facilitate accuracy, security and timeliness during ongoing operations.
- Collecting data and information /sorting during traveling assignment for Google.
- Partnering with team meambers to use Proprietary computer applications for data capture and extraction with exceptional quality and accuracy.
- Working and traveling autonomously with a team of 1-2 people to reginonal locations on deadline driven assingments.
- Received training pertaining to data collection techniques and the use of Proprietary software.
- I was among a dozen Field specialist who were chosen to represent Google in data collection in Australia, August 2015.

Field Operation

US Army

•	Ability to effectively use communication equipment to interpret, receive and relay battle orders to multiple team members
•	Provided leadership, motivation, training and development to 3 team members on a consistent basis.
•	Responsible for reading maps, compasses and battle plans to ensure proper order and communication is maintained through operations.
•	Follow company policies and ethical codes that protect the confidentiality of information.
•	Operate track and wheeled vehicles over various terrains with zero loss to equipment and vehicles
•	Experience with loading and firing weapons; qualified second within the organization with my team on M1 Abrams Tank.
•	Part of a 4 person team accountable for maintaining equipment worth $5.5 million

M1 ARMOR CREWMAN

Sterling Safaris

•	Coordinated social marketing activities on Facebook, Twitter and other social sites to promote products and services.
•	Planned tour itineraries, routes to be followed and the sites visited basing on clients wants.
•	Led individuals and groups of 20 to tour site locations and described point of interests.
•	Provided customers with brochures and publications containing travel information, such as local customs, points of interest, or foreign country regulations.
•	Reserved and booked transportation and accommodation through computer travel systems and telephone
•	Computed the cost of tours and accommodations using calculator, carrier tariff books and hotel rate books.
•	Wrote reports on performance, sales and productivity of tour packages, with recommendations on improving products.
•	Offered Training to new employees on the companies procedures, such as the costing formula.

Tours consultant

Kenya One Tours

•	Planned tour itineraries, applying knowledge of travel routes and destination sites
•	Computed the cost of tours and accommodation using calculator, carrier tariff books and hotel rate books.
•	Reserved and booked transportation and accommodation through computer travel systems and telephone.

Sales Tour/Travel Consultant

Certified Project Officer | US Army Veteran | CSM@HCL Technologies | Founder-HexaFive | #Merivis Salesforce Certified Admin Candidate | trailblazer.me/id/jmitoko

Result Driven Account Manager/Customer Success Professional with a relentless drive to serve customers by presenting valuable products and services. 
Excellent communicator, proven ability to effectively liaise with customers, stakeholders, and vendors. 
Effective at building revenues by diligently prospecting for new business opportunities on behalf of leading technology organizations.

taplio

The Battle

Syreeta Niblett, CSM

John Mitoko, MBA

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