Engineer Customer Care

Resume

Kapil Patki

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

WA: +919*********

Malaysia: 601********

Brief Profile

Postgraduate in Computer Application with 6 years of extensive experience in software testing of Web applications, Windows applications, Mobile apps and IVR applications. Experienced in Automation testing using Selenium Web driver.

Core Competencies

Extensive experience in Requirement Analysis and Review of, Design Review, Requirement Clarification, Test Design, Test Design Review and Test Data Design in Software Testing

Experienced in testing Windows applications, Web applications, Inbound & Outbound IVR applications, Speech Recognition IVR(Nuance) applications, Mobile apps both using Android and iOS, Chatbot applications

Extensive experience in System Integration Testing, Regression Testing and User Acceptance Testing, Defect Life Cycle

Followed Waterfall model and Agile Methodology in STLC

Used Jenkins - Continuous Integration tool

Mobile App testing using Android and iOS

Readiness Report for UAT, Daily Status Report

Onsite experience, UAT support, Defect Triage meeting

Mentoring the team members, coordinating with the different teams, Route Cause Analysis, Verify the logs

1 year of experience in Automation Testing using selenium web driver

Good knowledge of Automation Framework using Cucumber, BDD Framework, Gherkin

Technical Skills

Automation tools: Selenium Web Driver, TOSCA

Testing Framework: TestNG, Junit, Cucumber, Gherkin

Build Automation tool: Maven

Programming language: Core Java

Database: MySQL 5.0, SQL Server 2008

Others: SOAP UI, Knowledge of ETL testing

OS Platforms: Windows

Testing tools used: IBM Rational tool, JIRA, Zephyr

Educational Qualifications:

Bachelor of Computer Science (B.C.S.) from Pune University.

Master of Computer Application (MCA) from Pune University

Other Credentials & Additional Information:

Professional Training of Manual Testing

Professional Training of ETL Testing

Certification:

TOSCA - Automation Specialist Level 1

TOSCA - Automation Specialist Level 2

Professional Experience

Company Name

Servion Global Solutions, Malaysia

Client

Bangkok Bank limited, Thailand

Period

Since June 2020

Position

Senior Engineer

Responsibilities

Understanding and analyzing the requirement.

Test Design, Review Test Design, Test Execution, Defect Management

Testing IVR applications, Custom Gadgets for CRM, Call recording

SIT, Regression Testing

Followed Agile model

Project Brief

Bangkok Bank Limited (BBL) needs to upgrade existing contact center infrastructure to new infrastructure from UCCE v10.5 to 12.0. BBL contact center applications are divided into two divisions.

1.CCD – Credit Card Division

2.PBC – Phone Banking Centre

CCD have different IVR applications like Amex card services, Credit card Services, Credit card activation, Merchant Authorization, Merchant Services etc.

PBC have different IVR applications like Account Services, Mutual Fund services, Provident fund services, Telefax services, Inward Transfer, Cheque services, Utilities Payment services, Mobile topup, Loan services etc. The IVR call will be landed to the CTI application and the custom gadget will populate all the information of customer. The call will be recorded using Cisco call recording services.

Location & year

Malaysia, 2020

Company Name

Servion Global Solutions, Malaysia

Client

United Overseas Bank Singapore

Period

Jan 2020 to Apr 2020

Position

Senior Engineer

Responsibilities

Understanding and analyzing the requirement.

Test data preparation, Test Design, Review Test Design, Test Execution, Defect Life Cycle.

Mobile App testing using Android/iOS platform

Performed SIT, Regression Testing, Smoke Testing of the mobile app.

Followed Agile model

Project Brief

eCommerce Loan is the product introduced by the UOB to facilitate those who are not customers of UOB. This helps non-UOB customers for short term loan during online purchase of a product. The customers when checkout from the online shop, can Onboard to the UOB. Once onboarded, customer can select the e-Commerce Loan tenor for expected period. Customer can download the app and login to the app and perform the transaction as auto debit/manual payment. This app allows the customer to perform transactions, search transactions, pay to other e-Commerce Loan account. It displays the different insights depending on the transactions performed.

Location & year

Malaysia, 2020

Company Name

Servion Global Solutions, Malaysia

Client

United Overseas Bank, Singapore, Thailand, Indonesia, Vietnam

Period

July 2019 – Dec 2019

Position

Senior Engineer

Responsibilities

Understanding and analyzing the requirement.

Test data preparation, test case design, review test cases, test execution, bug tracking using JIRA

Mobile App testing using Android/iOS platform

Performed SIT, Regression Testing, Smoke Testing of the mobile app, UAT support

Followed Agile model, Active participation in Daily scrum calls, Defect Triage meetings

Project Brief

Chatbot application designed for helping the customer of UOB for any banking related help. Customer can be served using chatbot feature in Digital Bank. If Chatbot is unable to help, the chat will be routed to Live Chat agent. The agent can directly chat with the customer/ initiate an audio call with the customer. Chat/call can be transferred/conferenced to another agent. Agent can hold/retrieve the call. Agent can also initiate the Video Verification call.

OCM is a web application used to configure different applications like IVR, SMS, Chatbot, Agent and Supervisor. Maker-checker functionality helps the user for approvals of configuration. OCM reports are helps the customer for business purpose.

TMAC agent/supervisor web application is used by call center employees to serve the customer through video/chat/call. Agent can direct transfer/consult transfer the chat/call, direct conference /consult conference the chat/call, hold/retrieve the call. Supervisor can barge-in the live chat/live call. Agent can convert the live chat to live call. Agent can initiate the video verification call with customer.

XRM is the web application that will be used to populate the customer details when the chat/call is connected to the agent/supervisor. Also, XRM user can see all the details of the customer. XRM can also be used to create the Service Requests for the customer. User can track the Service Requests using the unique Service Requests ids.

Location & year

Malaysia, 2019

Company Name

Servion Global Solutions, Malaysia

Client

United Overseas Bank, Singapore, Thailand

Period

Oct 2018 - June 2019

Position

Senior Engineer

Responsibilities

Understanding and verifying the requirement & Call Flow

Test data preparation, test case design, review test cases, test execution

Communicating with the client for test data validation

End to end testing of the application under test

Involved in Defect Life Cycle

Design automation scripts using Java & Selenium WebDriver. Used BDD framework with Cucumber using Page Object Model, used Gherkin language, JUnit to perform sanity testing on every deployment in QA Environment.

Project Brief

UOB wants to upgrade its various call center applications.

IVR applications serves the customers for different transactions that includes Account Information, Credit/Debit Card transactions, App Status and Fee Waivers, support for Lost cards, Overseas Magnetic stripe activation/deactivation, transfer the call to agents with different skills, Callback facility to customers.

OCM is a web application used to configure different channels like IVR, SMS, Chatbot, Agent and Supervisor. It also provides the maker checker functionality for approvals. OCM reports are helpful for the customer for business purpose analysis.

Work force optimization web application facilitates the user to manage the Employees, Organizations, Groups, Role based access,

forecasting and scheduling the work, calculating the scores based on scorecards and KPIs.

QM application facilitates the managers to review the recorded calls, live monitor the calls, evaluate the employee based on review of the call. The evaluation forms will be provided per call.

ACR application is used for live monitoring the calls, search the calls based on certain criteria, create the subset of the calls, delete the calls, lock/unlock the calls.

TMAC is works as an agent/supervisor in the call center that facilitates the call center employees to serve the UOB customers. The customer calls the IVR and the call is transferred to this application that represents as agent/supervisors. Once the call is landed to the agent, can perform the operations like make the agent ready/not ready, accept/reject the call, if accepted, transfer to another agent, conference the call, hold/retrieve the call. The call will be routed to agent based on skills assigned to the agent and readiness of the agent

Location & year

Malaysia, 2018-2019

Company

Servion Global Solutions, Pune

Client

Kotak Bank

Period

July 2018 to Aug 2018

Position

Senior Engineer

Responsibilities

Verify the prerequisites for testing the Speech Recognition IVR application

Test data preparation, Writing & executing test cases

End to end testing of speech recognition based IVR applications.

Coordination with Testing team, developers, client

Report the defect based on category, tracking the defects till closure

Project Brief

Kotak bank Call Steering and Speech IVR is developed to serve the customers of Kotak Bank using speech recognition. Caller provides some intent like Account Balance/Statement, into the IVR and the call is routed to the respective functionality. Speech recognition will give comfort to customers to start interacting directly with the service it requires without providing the menu.

Location & Year

Mumbai 2018

Company

Servion Global Solutions, Pune

Client

Reliance JIO, Navi Mumbai

Period

Mar 2016 to Mar 2018

Position

Senior Engineer

Responsibilities

Verify the prerequisites for testing the IVR application

Test data preparation, Writing & executing test cases

End to end testing of IVR applications.

Used SOAP UI to test web services

Coordination with Testing team, developers, and client and

different teams of components involved.

Report the defect based on failure at respective components.

(Cisco/TIBCO/NE/SAP CC/CI/Novelvox)

Verify the menu path, traversal path used for reporting

Project Brief

Testing of different Customer care based IVR applications:

Customer care applications - 199, 198, toll free IVR applications

Appellate Helpline IVR, Voucher Recharge IVR, Assisted Care Payment and Recharge, Tele Verification IVR, Data Activation and Deactivation, VAS Deactivation, Do Not Disturb IVR, Corporate Helpline, International Roaming IVR, Feature Phone IVR, JIO Phone IVR

Location & Year

Navi Mumbai, 2016-2018

Company Name

Sevion Global Solutions, Pune

Client

Reliance JIO, Navi Mumbai

Position

Senior Engineer

Responsibilities

Analysis of Business and Requirement specification

Used JUnit Framework for creating Selenium scripts

Tested compatibility of application for dynamic and static content under various cross browsers using HTML Ids and XPath in Selenium.

Extensively used JAVA for developing Automation Frameworks using Eclipse, Maven, Selenium WebDriver, and JUnit

Created customized XPATH and CSS for identifying dynamic elements.

Used Page Object Model (POM) to create Automation Framework using Eclipse, JAVA, Selenium WebDriver, JUnit, Maven and Apache POI.

Project Brief

JIO.Com is a customer interaction portal through which customer can see the new offers/plans for recharges. Customer can buy devices, customer can download the new JIO apps, can find the JIO Store based on its location. Customer can login to the account, can recharge or pay the bill via this portal.

Languages/Tools

CVP, Core Java

Location & year

Navi Mumbai, 2017

Company

Servion Global Solutions, Pune

Client

Emirates NBD, Emirates Islamic Bank, Dubai

Position

Senior Test Engineer

Responsibilities

Test case preparation, Test Data Preparation, Testing, Readiness report to management for customer UAT & UAT Coordination with Test Team and Development team.

Project Brief

POM IVR Application is developed for Emirates Islamic bank, Emirates NBD. By using this application Customer of this bank can easily activate the credit card using IVR.

POM EI – This module is used for card activation when there is a call to customer from bank.

POM Customer – This module is used for card activation by customer. Customer sends SMS for card activation and will get the call for same within predefined time.

Customer can set the PIN for further processing.

Tele-sales process – This module is used for different product offerings through automated call from Emirates Islamic bank to customers.

Location & Year

Dubai, 2015

Company Name

Jams Technologies Pvt Ltd, Pune

Client

Hermes, Worldpay, GPA, Staffordshire, Litchfield

Position

Sr. Test Engineer

Responsibilities

Understanding and verifying the requirement.

Test case design, review test cases, test execution

Coordinating with client for test data validation & verification

End to end testing of the application under test

Involved in Defect Life Cycle

Project Brief

Agent Softphone helps call center agents to communicate with it’s clients. It has the different features such as Receiving the call, Hold/Retrieve a call, Make Agent Ready/Not Ready, Dial the Call, Transfer/Conference a Call, Statistics of the agent, Chat window.

Calabrio call recording tool used to record the call as per the requirement.

Supervisor Softphone helps call center supervisors to communicate with its clients as well as monitoring/controlling the agent activities under that supervisor. It has the different functionalities such Ready/Not Ready, Receiving the Call, Hold/Retrieve a call, Dial the call, Transfer/Conference a call, Statistics of the agent, Chat window. Also manage the agents to logout, make it Ready/No Ready, Silent Monitoring, Barge-In.

Location & Year

Pune, 2014 to 2016

Company Name

Jams Technologies Pvt Ltd, Pune

Client

NHG, UHB, Clifford Chance, Canara Bank, MBFS, PBS, IQOR

Position

Sr. Test Engineer

Responsibilities

Analysis of Business and Requirement specification

Performed Manual Testing/Automation testing using Selenium Webdriver

Test Design, Test Data preparation, test execution, Defect reporting, Defect tracking

GUI Testing

Designing automation scripts using Selenium Webdriver & TestNG framework

Tested compatibility of application for dynamic and static content under various browsers using HTML Ids and XPath in Selenium.

Extensively used JAVA for developing Automation Frameworks using Eclipse, Maven, Selenium WebDriver and TestNG

Created customized XPATH and CSS for identifying dynamic elements.

Project Brief

Wallboard is a web application that shows the real-time data of the calls made by customers to Call Center Agents. This helps monitoring the real time data of call center agents, departments.

It has two parts as Admin and User.

Admin is used to make the predefined settings like wallboard features, Setting logo etc. User is used for uploading the image, template selection, Stats settings, Skill Group settings, Agent Settings, Graph setting for each, Grouping for Skill groups.

Location & year

Pune, 2014 to 2016

Working at Servion Global Solutions Pune since Oct 2016 till date as Senior Engineer.

Worked at JAMS Technologies Pvt Ltd Pune since June 2014 to Oct 2016 as Senior Test Engineer.

Worked at Durocrete Technology Pvt Ltd Pune since May 2008 to Aug 2010 as Jr Software Engineer.

Personal Details:

Date of birth

13-05-1983

Contact Address

38, Jalan Ang Seng, Brickfields, 50470 Kuala Lumpur

Permanent Address

Bodhe Nagar, Soot Mill Road, Near Namdev temple, Latur, Maharashtra-413512.

Current Location

Malaysia

Marital Status

Single

Language Known

English, Hindi, Marathi

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