Customer Service Quality Assurance

Isabelle Castro

****@*******.***

773-***-****

Chicago, Illinois

Skills

Microsoft and Google suite Word, Excel, Power point, Share point, Access, Viso and Outlook, Gantt chart, Claizen, Application Life-cycle Management tool, Encompass, Velocity, Loan-sifter, Hospitality, Emergency medical experience and Spanish speaking

Education

●UST Global (Step it up America program) Quality Assurance testing and Business Analyst training

●International Academy of Design and Technology - Bachelors of Arts

●Coldwell Banker Real-estate

●Holy Cross Hospital Paramedic Program

Work Experience

Economy Auto Mart September 2021 - Aug 2023

● Assistant to Financial Manager

● Customer service representative

● Frazier (Dealer management system), Vehicle license and registration

Go Health August 2020 - November 2020

●Senior Benefit Advisor

●Worked in Amazon workspace

● Health license, Ahip, CMS/FFM, HCSC Certifications

● Broker Office, Blue Access for producers (BAP)

●Five9 agent, Slack, Ultipro

Home Care for Mother February 2016 - November 2019

UST Global June 2014 - February 2016

Quality Assurance Tester

●Understanding of Software Development Life Cycle, Software testing Life Cycle, Methodology in Agile and Scrum Master

●Creation of a Test plan, test cases, test execution summary report

●Creation of Business Requirement document

●Apply testing techniques; EP, BVA, ST, DT, UC, and GUI

●Creation and execution of Requirement traceability matrix

●Bugzilla - Bug tracking tool

●Clarizen-project management tool

Providential Bancorp Ltd March 2011- June 2014

Customer Service/ Rate lock Manager

●Data entry/ Broker tools - Loan sifter and Encompass 360

●Call center of operations

●Customer Service management

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