Customer Service Quality Assurance
Resume:
Rosario De Leon Hernandez
**** ***** ****** ******, ** 75062
Home: 972-***-**** Cell: 972-***-****
E Mail: ***********@*****.***
Objective
My objective is to secure a position as a SR. Quality Assurance Analyst Engineer to utilize the training
and knowledge from my previous and current work experiences in order to enhance the company.
Experience
January 2013 Present Southwest Airlines Love Field, Dallas, TX
Quality Assurance Analyst Lead– End to End testing Integrated Testing
Develop and establish quality assurance measures and testing standards for new applications
•
and products to existing applications throughout their development lifecycles.
Participate in developing and testing in depth of new applications for end user experience.
•
Analyze formal test results in order to discover and report any defects, bugs, errors, and
•
interoperability flaws.
Accurately communicate test progress, test results, and other relevant information to
•
management and project team.
Participate in defect review meetings.
•
Determine testing requirements to ensure readiness for testing.
•
End to End Testing
•
Integrated Testing
•
QIKRES, SAAS, REFUNDPRO, SIEBEL, Amadeus, SmartClixx Frontend and backend
•
validation.
SDLC Methodology
•
September 2012 – Present AMERICAN AIRLINES FORT WORTH, TX
Quality Assurance Analyst Lead– Merchandising
Develop and establish quality assurance measures and testing standards for new applications
•
and products to existing applications throughout their development lifecycles.
Participate in developing and testing in depth of new applications for end user experience.
•
Analyze formal test results in order to discover and report any defects, bugs, errors, and
•
interoperability flaws.
Accurately communicate test progress, test results, and other relevant information to
•
management and project team.
Participate in defect review meetings.
•
Determine testing requirements to ensure readiness for testing.
•
Use of Agile practices on projects.
•
SDLC Methodology training
•
October 2010 – September 2012 AMERICAN AIRLINES FORT WORTH, TX
Quality Assurance Analyst – AA.COM
Develop and establish quality assurance measures and testing standards for new applications
•
and products to existing applications throughout their development lifecycles.
Participate in developing and testing in depth of new applications for end user experience.
•
Analyze formal test results in order to discover and report any defects, bugs, errors, and
•
interoperability flaws.
Accurately communicate test progress, test results, and other relevant information to
•
management and project team.
Participate in defect review meetings.
•
Determine testing requirements to ensure readiness for testing.
•
Use of Agile practices on projects.
•
SDLC Methodology training
•
January 2009 – October 2010 AMERICAN AIRLINES FORT WORTH, TX
Quality Assurance Analyst AAcorn Reservation Sales
Create automation for the Advantage application in AAcorn for both Domestic and International
•
markets
Coordinate conference calls and net meetings with offshore developers for defect review
•
Accurately communicate problems and or defects with developers, users, project management,
•
and other team members
Determine testing requirements for SABRE ticketing, APAC/DUB/MCLA combinable bookings,
•
and Bag finder to ensure readiness for testing
Create requirements and test scripts for the offshore developers for AAcorn automation
•
Creates test scenarios and data in for offshore developers testing
•
Liaison for offshore developers in understanding the business rules
•
Presentation creation in various Microsoft office applications
•
4
Assist development team with preparation of test data, test cases and ad hoc scenarios
•
for automated testing
Assess test results and log identified defects
•
Created graphic images using MS Visio
•
Demonstrations of end product to the offshore teams in India and Argentina
•
August 2006 – January 2009 AMERICAN AIRLINES Fort Worth, TX
Executive Platinum Agent
Provided excellent customer service to inbound calls
•
Served as airline liaison for Executive Platinum passengers traveling within the US or
•
International
Handled inbound calls as supervisor on duty
•
Domestic and International AAdvantage bookings.
•
Oneworld AAdvantage Bookings.
•
EVIP and Miles Upgrades
•
May 2004 August 2006 AMERICAN AIRLINES Fort Worth, TX
Reservations Sales and Service International Department
Provided excellent customer service to inbound calls for Domestic and International Bookings
•
May 1999 – May 2004 AMERICAN AIRLINES San Juan, PR
Reservations Sales and Service Representative Resolution
Provided excellent customer service to inbound calls
•
Assist Advantage passengers at first point of contact
•
Solve any problems related to passengers travel plans including hotel and car rentals
•
Managed San Juan Top Accounts, Signature on file, Group and Meeting travel and coordinated
•
Special assistance.
Quality Control agent for San Juan office
•
Handled calls as supervisor on duty
•
Instructor and orientation lead for new employees
•
January 1995 – January 1999 AMERICAN EAGLE San Juan, PR
Air Sea Coordinator
Liaison between cruise lines and passengers
•
GSC Liaison between FAA and AA
•
4
Provided advance check in for passengers including baggage check and boarding passes
•
Verified cruise ship manifest and handle any special assistance required to make check in at the
•
pier more pleasant
Reissued passengers tickers when there is off schedule operations
•
Distributed work throughout the department to different areas as needed
•
May 1992 – January 1995 AMERICAN EAGLE San Juan, PR
Support Service Representative
Check in passengers at curbside and ticket counter as required
•
Verify tickets, flight information, and baggage
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Assist passengers with special requests at ticket counter and gates
•
Education
1988 to 1992 University Of Puerto Rico San Juan, PR
Business Administration
Skills:
Proficient:
Amadeus
ARD/JFE
Excel
SharePoint
Native SABRE
AACORN
QIKRES
QTP
Word
Internet
Soap UI
4
SDLC
AGILE
Quality Center
RALLY
Clear Quest
RefundPro
Siebel
Bilingual: Spanish
References
Upon Request
4
Contact this candidate