Nadia Plante

*** *** *******, **, *** *C*

Home: 613-***-****

Email: acgcv2@r.postjobfree.com

OBJECTIVE

An accomplished QA Test Analyst & Defect Manager experienced in project

management, full project lifecycle, testing methodologies and defect

management, is pursuing a career in which I can further expand these

skills.

SUMMARY OF QUALIFICATIONS

Self-motivated individual able to objectively analyze data and experienced

in defect management, project management, and project lead and software

development life cycles. Ability to multi-task and prioritize workload with

meticulous attention to detail, while remaining flexible to business needs.

ACCOMPLISHMENTS

. Team Lead for several internal projects including regulatory changes

and enhancements to bank specific applications and telephony systems.

. Subject matter expert to the line of businesses related to the

capabilities and limitations of Chip and Pin, IVR and Softphone

during project implementation.

. Identified several gaps within Billing Disputes Superstation (BDSS)

during UAT testing, allowing the project team an opportunity to

resolve the issues prior to project implementation.

. Built and sustained strong working relationships with numerous lines

of business, developers and project managers.

. Recipient of numerous awards and accolades such as recognition

certificates for successful execution of UAT and production

validations, Core Value Awards and several BofA Global Recognition

awards.

WORK EXPERIENCE

MBNA Canada Bank/TD Canada, Ottawa, ON

QA Test Analyst & Defect Manager - 2009 to Present

The testing team is responsible for end to end validation and defect

management of projects for our supported lines of

businesses which include Customer Operations, Loyalty Marketing, Fraud and

Credit.

. Ability to learn quickly and adapt.

. Strong knowledge of UAT/BAT and EIT testing methodologies.

. Superior written and verbal communication skills.

. End-to-end defect management and reporting including finding,

reproducing, isolation, logging and tracking.

. Report on progress, identify risks and create mitigation plan.

. Identify project related issues using superior business analysis

skills.

. Superior understanding of Quality Center testing management tool and

Microsoft Office applications.

. Ability to conceptualize, identify and report risks and/or

efficiencies in advance.

. Create and provide test implementation approach and schedules of UAT

and Production validations.

. Organize and host daily calls to track deliverables and to manage

defects.

. Demonstrated leadership and relationship experience; Organize and

provide training to new employees as well as maintaining internal

process and project documentation.

. Develop and review test strategy, test scripts and test plans using

system design and requirement documents, ranging from simple to

complex. Collaborate with stakeholders for approvals.

. Strong customer service orientation and a professional approach;

Ability to interact with all levels within the organization.

. Ability to multi task on multiple projects, issues and ad-hoc requests

on any given day while maintaining deadlines and commitments.

. Problem solver who can take a vast array of business problems and come

up with solutions using sophisticated tools and techniques.

. Expert knowledge of TSYS, TS2, CardGuard, Pega, BDSS, MBNAIS,

CLMS, TSS, Telephony, CUETS Softphone, CUETS Evolve and C3PO

applications and processes.

. Strong organizational/coordination abilities: Coordinated

employee testing activities while leading projects which include UAT

telephony testing efforts during August '11 release. Involvement in

set-up of test IVR, script development, organized travel, established

relationships with developer teams to ensure efficient resolution of

reported defects.

Billing & Disputes Associate - Resolution Services - 2006 to 2009

A Billing & Disputes associate is responsible for representing MasterCard

International's Chargeback & Arbitration rules

and regulations to ensure a seamless resolution of merchant disputes for

our customers.

. Processed DAWSA reports daily.

. Processed merchant receipt requests using MasterCOM.

. Processed chargeback's.

. Processed representments.

. Provided education to customers to help them better understand the

disputes process.

. Answered telephone inquiries about unknown transactions or offered

advice about dispute situations.

. Monthly Disputes training of New Hire classes to educate on the

disputes process.

Customer Service Associate - Customer Service - 2005 to 2006

Encompassing MBNA's core values, a Customer Service associate is the

representation of our bank. Our responsibility is to

maintain a flawless relationship with our customer and provide unsurpassed

service.

. Provided bilingual customer service to our customers using MBNA

Canada's processes and methodologies.

. Offered value added service on a per-call basis to meet the individual

needs of our customers as well as meet the team/bank goals on a

monthly basis.

. Expanded my knowledge of processes and procedures of multiple line

areas to better serve the customer.

Bell Sympatico, Ottawa, ON

Electronic Customer Care - 2002 to 2005

. Provided bilingual customer service and technical support to Bell

Sympatico internet customers.

. Offered service by way of email or chat, using KANA software.

Smart Set, Ottawa, ON

Team Lead - 2001 to 2002

. Scheduling and coordination of resources.

. Training and orientation of new employees.

. Opening/closing duties.

. Payroll submissions.

COMMUNITY INVOLVEMENT

Meals on Wheels

. Home delivery of food.

Ronald McDonald House

. Cooked meal for children.

Gloucester Park Clean-up

. Spring cleaning of park.

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