Quality Assurance Customer Service

Shruthi Iyer, CSM ***********@*****.***

IT Professional, Independent Consultant 618-***-****

Summary

Proven organizational, interpersonal and business communication skills with the experience required to remain highly focused and exceptionally productive in fast-paced, demanding situations. Detail oriented, self-motivated with strong organizational skills.

Trained in quality assurance and data analysis including automated tools such as HP UFT. Currently looking for a challenging entry level or junior level IT position in quality assurance and data analysis.

Certification

Scrum Alliance

Certified ScrumMaster (CSM)

6sigma Study

Sig Sigma Yellow Belt

Tools / Utilities

Quality Assurance and Quality Control

Business and systems analysis

Agile and Scrum Methodologies

SQL using tools such as TOAD and SQL Developer

MS Office Suite

SharePoint

Version One

HP Quality Center 9.0

HP UFT 11.0 (training)

Various Accounting and Sales tools

Professional Development

Prosoft Solutions, Chantilly, VA Jul ‘16 – Present

Quality Assurance / Data Analyst

Worked in an Agile environment to test reporting functionality and front end module

Developed test plans and test cases for functional and regression testing

Used HP Quality Center to document requirements, test cases and manage defects

Generated Requirement Traceability Matrix (RTM) to ensure every requirement has been tested

Constant communication with the testing team and analysts to understand requirements and acceptance criteria

Participated in daily scrum meetings and sprint reviews. Used Version One to track user stories (daily activities)

Used share point to manage all required documents for audit purposes (testing plan approvals, release information, peer reviews, etc.)

Assisted in user acceptance testing by creating baseline testing scripts for users

Responsible for analyzing the test results

Responsible for control validation to ensure that the logic desired by the business and the analysts has been correctly interpreted and applied by the development team into the application module

Performed data validation of reports by developing and executing sql queries against Oracle database

Nordstrom, Sterling, VA Mar ‘11 – Apr’ 13

HR Assistant

Worked directly under Area HR Manager; responsible for all the Human Resource tasks in the Sterling location

Tasks included recruiting activities such as candidate selection and screening based on department requirements

Proficient with employee hiring process, verifying I9 requirements, employee verifications and maintaining documents for internal company audits and regulatory / compliance requirements

Assisted employees with benefits questions including 401k, PTO and health benefits

Maintained and analyzed store sales to create budget reports and department goals

Managed time-keeping of all employees to ensure company standards and policies are met

Supported store operations by acting as a resource for customers and employees

Coordinated store events, including meetings, rallies and customer events

Proficient using Taleo (recruiting), Actuate (time keeping), Concur and Markview (A/P)

Capital One, Sterling, VA Jun ‘10 – Oct ‘10

Retail Banking – Customer Service

Teller position responsible for processing customer transactions accurately and efficiently

Responsibility included managing safe deposit, vault, ATM processing and bonds

Well experienced in multitasking, cross selling, cash handling and bank reconciliation

Identified customer needs; educated them about available services and referred them to the right products

Found ways to make financial services more convenient for customers

Built customer loyalty; established customer relationships through courtesy and friendliness

Assisted customers with inquires & problem resolution, both in-person and through telephone

Worked independently and as a team to meet tight deadlines and cover busy schedules

Thorough understanding of banking policies and operations

Education

SIES College of Management Studies

Post Graduate Diploma in Management, 2008

Major: Banking and Finance

University of Mumbai

Bachelor of Commerce, 2007

Major: Accounting and Auditing

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