Customer Service Quality Assurance

Vicky Vodde

*** ****** ******* #****, ********** TEXAS 75057 C: 972*742*7407 aczl6v@r.postjobfree.com

Summary

A dynamic, focused and highly experienced Lead Quality Assurance Analyst with a proven track record of managing all aspects of the software development lifecycle from concept to implementation. An excellent communicator, negotiator, leader and trainer who works well under pressure to solve complex customer delivery problems by integrating the diverse skill sets of colleagues to reach practical, customer focused, solutions. Demonstrates a professional sense of urgency needed to implement corrective solutions during all aspects of the Testing process.

Expertise in: E-Commerce, Order Management, Functional Business Analysis, SDLC

Highlights

Creation/Execution of Test Cases, Defects, and Test Results

Software Development Lifecycle

Lead QA

E Commerce

Order Management

Decisive

Self-Directed

Collaborative

Independent

Clients

The Army Air Force Exchange

The US Navy Exchange

Toys R' Us (UK)

Mill Fleet Farms

Dressbarn

Metro PCS

RUUM/77KIDS

TXU Energy

Lone Star Gas

TEA Collection

Skills

Oracle ATG Web Services up to version 11.1

Oracle ATG – Business Control Center (BCC)

Oracle ATG – Customer Service Center (CSC)

Order Management

E-commerce

XML

Cordaptix/CC&B

Egate

Siebel CRM

ERCOT EDI Portal

CIS Mainframe

EDI

PHP

Production Support

Help Desk Support

Rational Clearquest

JIRA

Confluence

Experience

LEAD QA ANALYST/FUNCTIONAL BA SEP. 2011 - OCT. 2016

SPEED COMMERCE - DALLAS, TEXAS

Lead Software Quality Assurance Tester for E-Commerce and other software systems. Experience in all phases of the Software Development Life Cycle.

Software Development Life Cycle.

Created and executed test plans, test development and test cases, as well as regression testing under tight timelines.

Worked closely with the offshore developers and back office personnel via online messaging, email and phone to produce high quality end to end functional tests, operational tests, and performance tests.

Lead and Trainer for onboarding new QA Testers

Validated, documented and presented all results to client management utilizing Enterprise Tester Tool.

Managed and tracked Defects in Speed Commerce JIRA. Generated detailed Daily reports of Testing progress for Manager’s review.

Managed QA live releases into Production website.

Attended daily meetings with the client’s end users to identify problems and opportunities for Process Improvement.

Functional Business Analyst

Played an integral part of launching The Navy Exchange, Toys R' Us (UK), MetroPCS and The Army Air Force Exchange.

Subject matter expert, in a multitude of areas, within the Order Management System and ATG platform.

Interact with Production Support Teams as a SME on Triaging Severities issues

SENIOR SYSTEM INTEGRATION TESTER JUN. 2001 TO NOV. 2009

TXU ENERGY/CAP GEMINI - IRVING, TEXAS

Lead Tester and Software Quality Assurance Tech for Siebel/CC&B and other software systems. Main point of contact for TXU and ERCOT

Created and executed testing scenarios, test scripts and test cases under tight timelines.

Documented and presented all results to client management utilizing PowerPoint and Excel.

Worked closely with the offshore developers and back office personnel usually via online messaging, email and phone.

Managed and tracked Defects in Rational Clearquest System.

Attended weekly meetings with the client’s end users to identify problems and opportunities for improvement.

Determine if issues were user error or systematic errors. User errors would involve training departments to enhance understanding of the end users. Systematic issues would involve liaison between the client and the IT department to facilitate the resolution of the issues in terms that each could understand.

As Siebel Super User/Market Subject Matter Expert created training and business process manuals.

As a Subject Matter Expert in Market Transactions and Siebel/CC&B Processes worked on the SAP Project for Clients.

Developed Closed Loop Team to identify and work issues that were misdirected to the wrong departments.

Oversaw the daily functions of Growth Market Order Resolution Specialist.

Reported daily to the Training Department, Quality Assurance Department and the Director of Customer Care.

AGENCY SPECIALIST CONTRACTOR FEB. 2001 TO JUN. 2001

STATE FARM INSURANCE SUPPORT- DALLAS, TEXAS

Provided technical support for all State Farm Agents/Staffs office equipment and software applications in a call-center environment

Provided remote Troubleshooting Assistance for all branch hardware.

On-line assistance with Quick Books, Quicken, Outlook, proprietary software.

Worked to identify problems, locate trends and educate agents and staff on new procedures.

TECHNICAL ANALYST - CONTRACTOR JUNE 1998 TO JAN. 1999

SOUTH WESTERN BELL - DALLAS, TEXAS

DSL technical support for SW Bell, Pacific Bell and Southern New England Telephone

Troubleshoot all DSL related connectivity issues, browser issues, email configurations and networking, call escalations, resolving, provisioning, installation and start up complications with other internal departments.

TECHNICAL ANALYST SEPT. 1995 TO JUNE 1998

AEGIS – IRVING, TEXAS

Troubleshooting and customer support for all problems, including but not limited to: WIN 3.X, WIN95/98/NT, MAC 7.1.1

Resolving communications and hardware issues, Network/Internet protocols, Browser/Email configurations, Installations, User Error/Education, Account Set-up, maintenance & customer service problems.

Trained all technicians on how to provision a new customer, receiving and entering all new orders from Sales Reps in 14 states, creating and maintaining a report of all order and their status, tracking and resubmitting error codes, tracking and submitting all technicians Lotus Notes database tickets for customer profile maintenance.

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