Service Agent Customer Support
Resume:
ANJU BUBINAS
***********@*****.***
linkedin.com/in/anju-b-32b161134
SUMMARY
Experienced Analyst with 5+ years of software quality assurance and business analysis experience who enjoys approaching software development & testing with a customer and user focus. Excellent understanding of the Software Development Life Cycle & Testing Methodologies. Comprehensive problem-solving, analytical, and detail-oriented skills. Looking for an opportunity to apply my skills in software development of new products and solutions. Experience in Health Care (Patient Portal with IAM segment), 16+ years of Taxes, Hospitality consulting and Executive Admin. industry.
EXPERIENCE
Appex Innovation, Princeton, NJ
Business/Quality Analyst, Jan. 2016 – Oct. 2022
Calendar management: setting up meeting and meeting rooms in Outlook.
Implementation of cybersecurity solution of OIAM for the TennCare Health Services web applications.
Testing on the UI of the TennCare website of various portals.
Performed quality assurance, system integration and user acceptance testing facilitating on-time and on-budget “go live” of enterprise implementations across “TennCare Health Services to the Tennessee citizens.”
Collaborated with developers to troubleshoot and conduct Root Cause analysis, and investigate identified defects throughout the software development process, while also facilitating User Acceptance Testing with various internal and external stakeholders.
Wrote use cases and created RTMs to ensure tracking between business requirements and the test deliverables.
Using BI for data analytics and reporting the results.
Prepared test strategy, test cases and defect tracking & resolution processes based on functional requirements and documented all phases of the QA process.
Ensured effective implementation of agile process to gain maximum benefit in the testing process.
Extensive knowledge of manual software testing methodologies (Agile) life cycle, with Sanity, Smoke, KPI, Ad-hoc & Regression testing. Various types of testing, including but not limited to usability, mobile testing, browser testing, security, load, and performance testing.
Executed testing in various environments of the testing phase, tracking & recording in ALM and JAMA.
Managed defect tracking cycles through Zoho and Jira to ensure delivery of a quality product of the IAM segment with zero defects.
Conducted testing on Postman and API.
Maintained change management tickets related to testing initiatives.
Helping the developers with ServiceNow area of integration testing into the TennCare website along with the IAM segment of the product.
Ability to create & resolve tickets through ServiceNow.
Work closely with Product Owners and cross functional teams to remove delivery impediments by providing input to support prioritization, backlog grooming, sprint planning and sprint retrospectives.
Worked with several vendor stakeholders from state representatives, Deloitte consulting and other vendor stakeholders to create functional requirements to create healthcare user applications.
Collaborated with various business & technology team members to research and analyze business operations and create functional requirements documentation. Strong ability to understand business objectives and create problem and jobs to be done statements.
Created functional requirements for a cybersecurity solution for TennCare web applications.
Conducted research, and analysis related to application enhancements to create new functional requirements to solve for problems identified in the user experience and functionality.
Developed subject matter expertise on the online identity & access management applications, and related privacy requirements needed to build portal applications.
Participated in peer reviews of technical requirements and design documents.
Managed the provisioning & deprovisioning of Active Directory users.
Somers Point Board of Education
Substitute Teacher/ Teacher Aid, April 2013-Oct. 2015
Assisted special needs children in transitioning through their day, understanding classroom instruction, and completing their schoolwork.
Taught various classes following the main teacher’s instructions.
Help students with disabilities with their schoolwork and maneuvers the school day.
H&R Block, Somers Point, NJ
Tax Agent, Jan. 2009-April 2011
Personal income tax filing for a diverse client base, utilizing Sch. A, C and D
Expertise in filing non- US income tax filings.
Increased utilization of company products by 97% across client base.
Telephonic & In person customer support related to tax inquiries.
AC Hilton, Atlantic City, NJ
Guest Service Agent, Aug. 2010-April 2011
Customer service for guests, including like meet and greet, check-in and out.
Managed client billings reconciled end of period account status and extensive experience solving for client’s financial and administrative inquire.
EDUCATION
Bachelor of Science, Business Management
Lipscomb University, Nashville, TN – 2005
M.A. International Studies, (Coursework)
University of Greenwich, London, UK - 2003
SOFTWARE SKILLS
Software: Microsoft Office (Word, Excel, PowerPoint) and Visio. MS Teams, Share Point. Training: Selenium training with Java from Infosys co,
Business Analysis training
Certificates: Diploma in Oracle; Oracle Sales certifications; Visual Basic and C Language
Introductory database development experience
Contact this candidate