Customer Service Quality Assurance
Resume:
MANINI RAORANE
Simi Valley, CA 93063
Email: *********@*****.***
Phone No.: 818-***-****, 818-***-****
SUMMARY:
• 4+ Years of experience in IT with focus on Business Analyst along with experience in QA.
• Expertise in development of Functional Specifications and Use Cases.
• Well versed with MS Visio, Microsoft Paint and Dream Weaver. Expertise in development of
Flowcharts, Data flow diagrams, User Interfaces, Mockups and Use Case diagrams.
• Proficient in MS Word, Excel, Power Point.
• Expertise in Quality Control, Test System, Share point. Expertise in Manual testing,
designing Test plans, Test Scenarios and Test Cases.
• Expertise in monitoring test life cycle including defect reporting, tracking and
managing defect life cycle.
• Strong knowledge of SDLC and Software testing methods like UAT, Functional, System,
Regression testing.
• Well versed with Oracle, SQL and Database queries.
• Experience in working with Development/Testing/Production environment.
• 3+ years of experience in providing Production Support/documentation experience.
• Excellent communication and Analytical skills. Team player. Expertise in interacting with
Stakeholders, end users, Developers and QA team. Proficient in handling deadlines.
• VISA STATUS: Green card holder. Authorized to work within USA.
BUSINESS SYSTEM ANALYST: September 2010-Present
William O’Neil
• Acted as “Business System Analyst” for CRM and Financial report generation
application. Conducted meetings with Stakeholders to understand Change Requests.
Documents Functional Specifications for the Change Requests.
• Acted as defect tracker. Conducted meetings with Stakeholders and QA team to track
new as well as previously reported defects. Reported defects in Test System. Prioritized
defects/change requests depending upon their severity. Assigned defects to the respective
developers and worked with technical team to resolve the found issues and make
appropriate changes. Tracked changes in products. Worked with QA team for Regression
testing for all modifications to ensure performance. Prepared resolved defects for UAT.
Assigned UAT approved defects in production.
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• Generated SQL queries for gathering data for reporting.
BUSINESS ANALYST:
Rangatel Digital Phone service June 2007- July 2010
• Acted as “Business Analyst” for Digital phone service and calling card products.
Conducted meetings with Stakeholders and end users to understand the business
requirements. Translated Business requirements into Software Specifications for
development/enhancement of new as well as existing products, features and web
applications.
• Documented business requirements for new applications as well as changes in existing
application. Generated Functional Specifications and Use Cases documents using User
interfaces, mockups, flow charts for different VOIP service and calling card software
applications such as Company’s website, CRM, Financial reports, Offers, Order
Processing, Billing, and Customer’s accounts.
• Conducted walkthrough to describe Business Requirement to the members of the
business unit, stakeholders, development and quality assurance team.
• Coordinated the development of all Functional Specifications and Change request to
ensure they are translated accurately into the desired products.
• Actively involved in Software Development Life Cycle process (SDLC) for different
Rangatel products, services which included Planning product strategies, Feasibility study,
Competitor Analysis, Designing of different applications and workflow, Testing and
implementation. Responsible for the implementation of High Level Design plans and
Low Level Design plans for different applications.
• Provided Production Support. Acted as liaison between support staff and end level
system user. Analyzed and provided solution to different reported issues.
• Generated SQL queries for gathering data for reporting.
• Tested the performance of company’s newly developed as well as changes in existing VOIP
products and Calling card products, their features and Software applications to ensure their
performance by using different testing methods such as System testing, User Acceptance
testing, Regression testing etc. Documented test cases. Assisted in generating test plan.
• Acted as defect tracker. Conducted meetings with Stakeholders and QA team to track new as
well as previously reported defects. Reported product defects, software application defects in
QC. Prioritized defects depending upon their severity. Assigned defects to the respective
developers and worked with technical team to resolve the found issues and make appropriate
changes. Tracked changes in products. Worked with QA team for Regression testing for all
modifications to ensure performance. Prepared resolved defects for UAT. Assigned UAT
approved defects in production.
• Created project task lists by identifying major phases of work, prioritizing the work, creating
and managing work schedules and milestones. Conducted meetings with Developers, QA
team and related project members to communicate project flow. Also conducted weekly
meetings to provide project status.
• Worked with development and QA team to ensure the successful and timely delivery of
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multiple projects. Multitasked on various projects simultaneously which involved constant
coordination with different company departments.
• Prepared and gave presentations on new products and policies by understanding customers’
needs, analyzing market conditions and competitor analysis. Organized, leaded and facilitated
project-related meetings.
• Responsible for the supervision of junior customer representatives. Managed high sensitive
customer service issues through inbound/outbound calls, online chats and tickets/email.
Monitored calls, chats and tickets created by other representatives and provided feedback to
improve the performance.
• Responsible for development and management of effective telemarketing scripts for sales of
different products. Assisted in recruitment, training of junior customer representatives.
• Improving customer service based on client feedback through the development of new
policies and procedures. Successfully handled all public relations issues.
QUALITY ASSURANCE ANALYST:
Rangatel Digital Phone Service June 2006- June 2007
• Participated in requirements gathering/reviews, and designs, developed and executed
manual test plans to ensure the quality of client’s applications and systems.
• Documented defects and worked with developers, business users and project team to
resolve issues.
• Performed regression testing to ensure that previous software fixes have not been
reversed in newer builds.
• Responsible for following established standards and best practices, and reporting testing
results clearly and accurate. .
• Assisted the business analysts and programmers in developing new enhancements for the
web applications.
EDUCATION AND CERTIFICATION:
• Certificate in Software Programming with 3.8 GPA.
Pierce College, Los Angeles – USA.
Courses taken included SQL, Oracle, .NET, HTML, XML, Web designing, Dream weaver,
C, C++, Visual Basic, PHP, JAVA.
• Masters in Business Administration (MBA) with Distinction.
Specialization in Marketing, Pune University – India.
• Bachelor of Science (B.sc) with First Class.
Mumbai University – India.
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