PUJA MALHOTRA

ade349@r.postjobfree.com

786-***-****

Coral Springs, FL 33071

http://www.linkedin.com/pub/puja-malhotra/79/ba0/180

OVERVIEW

Outstanding 20+ year’s track record in Telecommunications Industry. A pristine history of success in managing affiliate websites for content compliance and tracking. Earned customer commendations and awards all through my career. Highly qualified professional, efficiently able to identify problems & offer solutions. Worked consistently on problem analysis, bug reporting and have concise documentation skills. Keen to learn new skills and enjoy working as part of team. Honest and dependable with excellent customer relations. Superb leadership/ QMG Ambassador, interpersonal, communication and coaching skills. Have resolved customer service issues using first contact resolution skills. Responsible for analyzing the needs of the business and its customers and coming up with solutions to business problems. Involved in the management multiple small projects, to enhance the existing functionality and web pages for global clients. Managing the work from initial request through estimation, approval, requirements, build and implementation. Ability to self-motivate, self-lead and work independently with limited supervision and desire to assume greater responsibilities.

SKILLS:

Hard Skills: Excel, Microsoft Word, Visual Studio, PowerPoint, Project Management, Training, Quality Assurance, Affiliate Management, taking minutes, Proficiency in a foreign language (Hindi & Punjabi), Use of online software e.g. Google Analytics, Omniture

Soft Skills: Quick Learner, stress tolerance, Cooperative, Competitive, Confident, Desire & ability to learn fast, Multicultural Environment, Public Speaking, Honest, Dependable, Service Delivery, highly energetic, Strong management experience in Call Center Operations, Ability to work under pressure, acute attention to detail.

ISTQB certified.

CSM® certified.

CPR AED First AID certified.

PROFESSIONAL EXPERIENCE

Vohra Wound Physicians

Sept/2019 – Present (Miramar, FL)

Vohra Wound Physicians is a national physician group founded and led by physicians. ... Our multi-specialty group is led by over 200 physicians serving over 2500 post-acute care facilities in 27 states.

Sr. Software QA Analyst

Report, define and analyze defects found during testing or reported by the clinicians.

Attend weekly sprint, defect meetings and present progress updates.

Excellent analytical, verbal and communication skills.

Testing requirements developed and reviewed scripts for positive and negative test scenarios, conducted base line testing and generated reports.

Acquired skill set in ‘Wound Care’.

Maintained a detail account of all quality testing results.

Create and execute test cases utilizing JIRA to verify application specifications are met by analyzing expected input/output results.

Attend and participate in design, defect meeting to ensure application functions and guidelines are observed.

Ability to switch from project to project in a fast-moving environment as needed

Responsible for ensuring the quality, stability, and reliability.

Tracks defects and drives resolution utilizing the defect tracking system.

System, Unit, acceptance, regression, load, and functional/performance testing on applications using manual testing methods.

Analyzing and testing software applications EMR, Admin Portal, Referral Management, Facility Management - including patient identification, privacy, safety, and care.

Training and supporting new Team Members.

Work with Technical Support to analyze issues reported by end users.

Designed test plans and defined cases for functional, integration system, and user acceptance testing.

Worked at liaison between Developers, the Wound Physicians and Management to meet Quality Assurance specifications.

Writes test scripts/cases to accepted standards in TFS & Visual Studio

Developing, executing and reviewing formal test plans, test matrices, and test cases for Manual API Testing using Postman.

Ensuring client expectations are met with high-quality software solutions.

A strong record showing ability to work closely with developers to resolve issues and ensure that software implementation meets product specifications and requirements.

DSS, Inc.

May/2017 – Sept/2019 (West Palm Beach, FL)

DSS is a leading software & services company that creates and delivers advanced health information technology (HIT) solutions.

For 25 years, healthcare organizations have benefited from the company’s technical and service integration expertise. DSS has extensive experience working with federal, private and public healthcare facilities to modernize their legacy systems and to improve efficiencies for clinical and administrative users through breakthrough technologies.

Software QA Analyst III

Work on the Emergency Department Information system software (JESS) It is a web-based application and is designed to streamline emergency department management and enhances clinical documentation, patient engagement and patient access.

Responsible for interface testing with ‘Urgent Cares’ and ‘Emergency Departments’.

Perform testing in CPRS and VistA system and currently working as a government contractor for the U.S. Department of Veterans Affairs (VA) as a QA Analyst III.

Reports, defines and analyzes defects found during testing or reported by clients.

Responsible for ensuring the quality, stability, and reliability of HL7 Messaging, VistA/CPRS provided by DSS Inc. to its’ clients, NY Office of Mental Health, Tennessee Department of Health, etc.

Tracks defects and drives resolution utilizing the defect tracking system.

System, Unit, acceptance, regression, load, and functional/performance testing on applications using manual testing methods.

Analyzing and testing software applications for Electronic Healthcare record(s) systems for state and local hospitals- including patient identification, privacy, safety, and care.

Work with Technical Support to analyze issues reported by end users.

Designed test plans and defined cases for functional, integration system, and user acceptance testing.

Worked at liaison between Developers and Management to meet Quality Assurance specifications.

Writes test scripts/cases to accepted standards.

Proficient knowledge of HL7 standards for healthcare systems.

QTest (QA symphony) for test script creation and validation.

Solid history of discovering errors and ensuring client expectations are met with high-quality software solutions.

ISTQB certified.

CSM® certified.

Qology Direct NOW changed to Centerfield

Aug/2014 – March/2017 (Margate, FL)

Qology Direct is comprised of forward-thinking marketers specializing in all aspects of the buying process. While other companies concentrate solely on acquiring new customers, we focus on a more complete picture. By using online marketing tactics which deliver results from start to finish, we keep in mind the total satisfaction of both our partners and the consumers. The partnerships that Qology Direct has with Fortune 200 companies are unparalleled in the industry. Together/United we provide products and services that are available to over 95% of the United States.

Senior IT QA Analyst

•Worked on large IT projects—Conversion of new data base, migrated from Salesforce to JIRA, Sprint Linear, Chat Box, Provider Certs & ELM (Escalation Lead Management)

•Experienced in Agile Methodology

•Tested in house applications that the agents use (Agent Console, Business Console & Mobile Testing- Apple, Android)

•Performed compatibility testing with various mobile handsets to ensure that functionality is working as expected.

•Performing negative testing against implemented interfaces.

•Participate in Releases from QA to UAT and from UAT to Production

•Involved in testing application on different mobile Platform such as iOS and Android devices.

•Detailed understanding of JIRA & Salesforce

•Quality Assurance and Software Testing on Windows platforms and various Client/Server applications

•Conducted User Acceptance testing to ensure that the developed applications have met the needs of business clients, per requirements provided.

•Easily collaborated with developers, project managers and business to accomplish all milestones

•Worked at liaison between Developers, Management, and Business Intelligence to meet Quality Assurance specifications

•Extensively involved in writing and executing test cases for all projects.

•Performed Websites Front End testing and compliance management

•Responsible for QA’ing all Multiple Service Provides (MSO) websites for national brands that included but not limited to Comcast/Xfinity, Cox, Time Warner Cable, Dish, Charter, Verizon & AT&T.

•Solid history of discovering errors and ensuring client expectations are met with high-quality software solutions.

•Doing Daily Site checks by using ‘Deep Trawl’ & ‘Cross Browser Testing’ tools.

•Experience in Defect Tracking and Bug Reporting

•Version control & Opening Bug tickets, documenting defects using a bug tracking, tools such as JIRA. Reporting the defects to engineers, product managers, etc.

•Regression testing all providers prior to pushing to Prod (.net side) & after fixing bugs, verified that the fixes didn’t create problems elsewhere.

•Responsible for day to day operations of special projects.

355 Media. LLC

Sept/2013 March/2014 (Remote)

355 Media is an industry leader in Search Engine Optimization, Search Engine Marketing, web development and consultation. They apply combined years of internet marketing experience and exacting expertise to their clients' websites to bring in more traffic, to make more money and to ensure the long term success of their websites.

Project Manager/Business Analyst

•Managed the analysis and implementation of several large IT projects.

•Operational Process Flow Reviews.

•Worked at liaison between Developers, Management, and Business Intelligence to meet Quality Assurance specifications with overseas team.

•Websites Front End testing and compliance management

•Managed all Multiple Service Provides (MSO) websites for national brands that included but not limited to Comcast/Xfinity, Cox, Time Warner Cable, Dish, Charter, Verizon & AT&T,

•Establish criteria for quality reviews.

•Responsible for managing day to day operations of special projects.

Management

•Understanding service objectives and capturing business requirements through active listening & questioning techniques.

•Keeping abreast of new legislation, company strategy and policy and being able to identify its impact on IT projects.

•Able to identify business & systems process improvements from Big Picture to detail level.

•Excellent communication skills to manage and liaise with business and technical consultants to explore business process improvement opportunities.

Saveology.com ™/ Elephant Group

Oct/2008 – Aug/2013 (Ft.Lauderdale,FL)

A Leader in Performance-Based Marketing. It offers affiliate marketing programs that provide unlimited income potential through high-conversion promotions from the nation’s leading television, telephone, Internet, home security, technology support and customer loyalty programs. It partners with the largest brands in America in both Home Services and Business Services to help these brands acquire and retain customers. In 2013 we generated over 1 Million new customers for our partners.

QA Account Manager for Deals and Techzilla

Aug/2011 - Aug/2013

•Maintain excel tracking report for DSD (Direct Ship Daily) & DSE (Direct Ship End) deals.

•Reviewed all Websites and Landing Pages for compliance with National Brand companies

•Managed online merchants which included tracking and shipping in admin portal.

•Created and Maintained excel tracking report for DSD (Direct Ship Daily) & DSE (Direct Ship End) deals and pivot tables

Quality Assurance Manager for the Online Affiliates

Oct/2008 - Aug/2011

•Managed all Multiple Service Provides (MSO) affiliates websites for national brands that included but not limited to: Comcast/Xfinity, Cox, Charter, Dish, Time Warner Cable, Bright house, Verizon, AT&T, Qwest, Vonage

•Website and Landing Page Front End testing and compliance management

•Worked directly with Search Engine Optimization and Pay Per Click Team

•Report creation using Google Analytics and Omniture

•Created and Managed internal Affiliate tracking codes for websites

•Worked at liaison between Developers, Management, Business Intelligence to meet Quality Assurance specifications

Call Center QA Manager

April/2008 - Oct/2008

•Analyzed called for compliance using Call Miner, In contact and Carri, Call View, UCN

•Expert user in CRM Sales Force

•Provided feedback and coaching for Sales Agents

•Handling calibration calls with offsite centers (India & Philippines)

•Responsible for monitoring agents, ensuring compliance, guidelines and protocol was being followed.

•Having an overall understanding of call and customer satisfaction.

•Provided feedback sometimes by listening to call with agent. Calibrated calls with clients through WEBBEX to monitor exceptional customer service.

Sales Agent in a Call Center

Feb/2008 - April/2008

•Selling home services (phone, TV & Internet) to the customers over the phone.

•Setting up their accounts

•Transferring the customers to the brand partners to schedule installations

•Meeting my sales target with low AWT. (Average work time).

Awards & Achievements:

•Employee of the Year 2010

•Was awarded as the “Unsung Hero” for outstanding performance in Q1 2010

•Was awarded an award for “Excellence in Overseas QA Communications in 2009.

•Received three promotions including most recent as QA Account Manager for launch of Deals and Techzilla Program.

Bellsouth Telecommunications / AT&T March/2001 - Feb/2008 (Miami, FL)

AT&T – the world’s largest telecom company .AT&T is bringing it all together for our customers, from revolutionary smartphones to next-generation TV and broadband services and sophisticated solutions for multi-national businesses.

Information service Assistant / Toll operator

Supervisor/ In charge

Handling 411 DA

Coaching the new hires

Customer service

Managing daily reports for the call center.

Was recognized for “Perfect Attendance” from year 2001-2007.

Was given an award for “Star Assistant” for all four quarters from year 2002-2004.

Was given a “Star Award” for demonstrating use of C.L.A.S.S. Principles in the role of an AT&T Customer Assistant.

Was nominated the “Customer Rules Service Leader Award” in year 2003.

Was awarded the “Balance Focus Award” for demonstrating commitment to excellence in AWT, QMG Results & Overhead objectives for all four quarters from year 2003-2005.

Was selected as the “QMG Ambassador” by the President of Operator services for the Miami team & to serve as a role model & catalyst for performance improvement from year 2004-2008.

Was awarded the “Gemini Award” in year 2006 for excellent customer service.

EDUCATION

1993-1996 Graduated with 4.0 GPA

Bachelor of Sociology Honors

Convent of St. Jesus and Mary, New Delhi, India

Social service rep in school and college

Teaching blind students in their day to day life

1980-1993 completed all 12 years in higher secondary grade

Springdale’s School, New Delhi, India

CERTIFICATIONS

ISTQB

CSM®

Contact this candidate