Customer Support Quality Assurance
Resume:
STEFFI BONTALA
*********@*****.***
OBJECTIVE
To leverage my diverse professional background in a highly rewarding QA automation testing role within the IT sector, where my problem-solving skills and attention to detail can contribute to organizational success. PROFESSIONAL SUMMARY
5 years of professional experience across healthcare, business analysis, and customer support with a strong focus on quality assurance in recent roles. Recognized for delivering high-quality results in fast- paced environments.
Worked as a Registered Nurse, Business Operations Analyst, Process Associate and Customer Care Executive for clients like RegenOrthoSport, Google – Accenture (Project Fi), Google – Genpact
(Google Wallet Process) and HSBC Banking.
Received Silver Award, Top Performer Award and Roll of Honor for demonstrating exceptional performance in my job role.
Hardworking, Goal focused, and team-oriented professional
Volunteered as an intern at Enterprise Business Data LLC – where I gained knowledge in writing the test cases, test planning, test design, test execution and defect reporting and tracking. ACHIEVEMENTS
Received Bronze and Silver Award for consistently topping in Google Wallet Process.
Received Top Performer award at HSBC for the exceptional performance in my role.
Received Roll of Honor for best performance in PPI department at HSBC.
Won Prizes in Cultural Events like Singing and Dancing at School, college and corporate level. EDUCATION
Degree: Masters (June 2022- July 2024)
Major: Computer Science
University: Southern Arkansas University – Magnolia, Arkansas. Degree: Bachelor of Science (Nov 2006- Dec 2010)
Major: Nursing
University: NTR University
College: Krishna Institute of Medical Sciences (KIMS), Hyderabad, TN. WORK EXPERIENCE
Designation: Business Analyst 17 Jun 2017 - 30 Oct 2017
Company: Accenture Services Pvt. Ltd.
Client: Google
Project Description: Project Fi is a mobile virtual network operator by Google, providing phone, messaging and data services using both Wi-Fi and cellular networks belonging to Sprint, T-Mobile, U.S. Cellular phone calls seamlessly transition between Wi-Fi and cellular networks. Roles and Responsibilities:
Handling incoming chats/emails or inquiries/issues from prospective customers of Google Project Fi.
Assisted customers with Project Fi complications, including shipping, service and hardware and software issues.
Provided technical customer support via email and online chat.
Played the role of a Teir 2 agent to address escalated customer issues and partner with Google engineers to fix emerging issues and develop solutions efficiently.
Troubleshooting the network issues when user face problems with the cellular data
Educating the users about the unused data and the benefits of a group plan.
Identifying the bug issues and transferring it to the concerned department.
Played the role of SME in training the new joiners and giving knowledge transfer on the process. Designation: Process Associate 07 Dec 2015 – 13 Jun 2017
Company: Genpact India Pvt. Ltd.
Client: Google
Project Description: Google Wallet is a peer-to-peer payments service developed by Google that allows people to send and receive money from a mobile device or desktop computer at no cost to either sender or receiver. When set up, a Google Wallet account must be linked to an existing debit card or bank account in the United States.
Roles and Responsibilities:
Handling incoming chats/emails or inquiries/issues from prospective customers of Google Wallet.
Helping customers in adding a Payment method and explaining the different types of the Payment methods or modes in Google Wallet.
Helping users in transferring the Play Balance to different accounts.
Assisting in sending/receiving money with Google Wallet (Payments) account in US and UK.
Troubleshooting the withdrawal issues when user faces problem to cash out the money to their Checking accounts or Wallet Balance or to debit cards.
Educating the users about the authorization where the money is deducted temporarily from his Payment modes.
Check the decline reasons for payment for all the Google products.
Locating problems and providing information relating to credit balance/overdue balance.
Resolve problems by clarifying issues, exploring answers and alternative solutions.
Escalating unresolved problems.
Played the role of SME in training the new joiners and giving knowledge transfer on the process.
Created reports, daily spreadsheets, weekly presentations and documents using MS Excel, PowerPoint Designation: Customer Care Executive 04 July 2013 - 11 Aug 2015
Company: HSBC Bank
Project Description: Payment Protection Insurance (PPI) provides cover for the monthly repayments of customers’ loan(s) if they are made unemployed, have an accident, become sick or die. Regulatory and Media interest has been focused on PPI products due to concerns that some of these products may have been mis-sold when customers took out Loans, Credit Cards or Mortgages. HSBC stopped selling Payment Protection Insurance in its branches in December 2007 and throughout the rest of its business during 2008. Role and Responsibilities:
Handling queries/complaints from customers who were mis-sold Payment Protection Insurance (PPI).
Take and retain ownership of customer PPI complaints and complex queries through to satisfactory and fair completion within an agreed timeframe.
Evaluating and resolving all PPI disputes in an efficient and fair way (in accordance with the appropriate rules and processes).
Investigate and ensure the effective resolution of complex PPI queries and complaints, adhering to the relevant security standards, internal and external procedures and legislative requirements.
Ensure customers and third parties (Claims Companies) are kept always updated, which will include written and verbal communications, including completing reports and decision letters to quantify your decisions.
Respond to requests from the Financial Ombudsman Service (FOS) team in a timely manner.
Contribute to the overall PPI team performance quality and productivity goals whilst achieving agreed individual objectives, meeting business unit deadlines in line with SLA.
Treat Customers Fairly and make them feel valued, in line with our commitment to Helpful and Sustainable Banking, demonstrating excellent standards of customer service in all interactions. Designation: Registered Nurse 12 March 2018 - 30 Jan 2019
Clinic: RegenOrthoSport
Client: RegenOrthoSport Dallas
Stem Cell Therapy: Stem cell therapy is a medical treatment that utilizes stem cells to repair or replace damaged tissues and cells in the body. It has been increasingly explored in the field of sports medicine as a potential treatment for various injuries and conditions that athletes commonly face. The therapy involves injecting stem cells directly into the injured area, where they can promote healing and reduce inflammation. Roles and Responsibilities:
Assisted in various stem cell therapy treatments, providing comprehensive nursing care to patients undergoing these advanced procedures.
Participated in bone marrow extraction and transplantation procedures, ensuring patient safety and adherence to best practices.
Collaborated with a multidisciplinary team to deliver personalized care plans tailored to each patient’s needs.
Performed centrifugation of bone marrow cells with precision, ensuring the preparation of high- quality samples for further analysis or transplantation.
Maintained meticulous records of all laboratory processes, adhering to strict protocols and quality standards.
Managed the front desk operations, serving as the first point of contact for patients and their families.
Organized and maintained case files, ensuring confidentiality and accuracy in all patient records.
Coordinated appointments, communicated with medical professionals, and facilitated smooth workflow within the department.
TECHNICAL SKILLS
Operating Systems Windows XP/Vista/7/8/10, Ubuntu Linux, Mac OS Web Browsers IE, Firefox, Chrome and Safari
Testing Frameworks
JUNIT, TestNG and Cucumber
Web Technologies HTML, CSS, XML
Defect Tracking Tools ALM/Quality Center, JIRA
Build Tools Maven
Version Control GIT
Languages
Server Technologies
Core Java, Python, Java Script
SQL 2012, SQL 2015
Testing Tools
API testing tools
Selenium WebDriver, WebDriver IO, Playwright, Cypress Postman, SoapUI, RestAssured
Browsers Internet Explorer, Firefox, Chrome & Safari Databases Oracle 9i/10g, MySQL, Mongo DB
I, Steffi Bontala hereby declare that all the information provided above is true to the best of my knowledge.
Contact this candidate