Virtual Assistant Customer Care

Professional Summary

SUMMARY

*.* Years of overall experience in Software Testing using Manual and Automation with a solid understanding of Test Planning, Test Design, Test Execution, Defect Reporting and Tracking.

Expertise in Understanding and Analyzing Test Requirements, Tracking and maintenance of changes.

Hands on experience in all the phases of SDLC and STLC and preparation of Test Plan and Test Strategy.

Experience in different Development Methodologies like Kanban, Waterfall, Incremental and Agile.

Worked in different domains like Auto Insurance, Banking and Electricity.

Performing different types of testing Like Black Box Testing, Sanity, Smoke, SIT, Functional, Regression, UAT.

Involved in overall Test status reporting to the stakeholders. Involved in driving client calls and discussing the plans and issues on daily basis.

Expertise in doing Electronic Data Interchange (EDI) transactions and Service Orders for Electricity Customers.

Having extensive knowledge on Tosca and completed Tosca fundamental courses AS1 and AS2

Having experience in Customer Care Billing (CCB).

Having experience in Guidewire Claim center (GWCC).

Having experience in IVR and Mobile Testing.

Having experience on Data Base validation using SQL Developer, SQL Workbench and Oracle.

Involved in REST Web Services Testing using the tool Soap UI, Postman.

Experience in looking into logs using Veracity as part of log verification testing.

Experience in using test management Tool ALM11.0, QTest and Azure.

Experience in using Defect tracking tool like Jira.

Involved in preparation of Execution Metrics and Test Summary Report.

Knowledge in Automating Web based and Webservices applications using Java, Selenium WebDriver, Postman and TestNG

Involved in Preparation of Daily and Weekly Status Reports.

Possess effective oral and written communication skills and the ability to work either independently or in a team.

Possess Strong analytical problem-solving capabilities, perform multitask and ability to meet deadlines

Professional Experience

ONCOR Texas, USA August 2022 to Till Date

Complex Event Processing (CEP):

The Nuance program will implement the Nuance platform which includes the IVR, Digital Virtual Assistant, Live Chat and Proactive Engagement, preference Management, inbound/outbound messages to modernize and improve the customer experience with contacting and interacting with Oncor.

The Virtual Assistant (VA) is an intuitive, automated experience for Oncor’s digital channels. The VA offers customers an enhanced experience through consistent information whether accessed via the website, mobile app, or SMS/TEXT. Proactive Engagement includes voice messaging, email, and SMS/Text. NIVR will provide general context-sensitive help to understand Oncor’s customer intent for the call and navigate them to the appropriate service area.

Nuance SaaS platform is hosted in Azure East-West and provides Active traffic delivery along with high availability.

Responsibilities:

Attend daily stand-up meeting, raise impediments, and mitigate impediments.

Prepared Test Cases as per the story and Specifications.

Well versed in Test Report preparation, Defect Tracking Reporting and present this to senior management Writing test cases and executing them Understand the business need and develop user cases to catch defects early in the cycle Proactively bringing issues and problems.

Identify all dependencies / risks / issues for test planning and execution and mitigate them.

Tracking Defects and Select Test cases for Regression Testing.

Document, implement, monitor, and enforce all processes and procedures for testing is established as per standards defined by the organization.

Identified test data for test execution and UAT team. Support for UAT testing and involved in UAT testing as well.

Involved in performing Manual or EDI transactions and different service orders like disconnect, reconnects, Move-in and Move-Outs.

Involved in Creating, Cancel and Restore Outages. Applied Global ETORs, Area Messages.

Involved in API testing of Web Services using PostMan.

Involved in DataBase Data verification testing using SQL Developer Tool.

Closely Involved in trouble shooting calls.

Validate the Bulk upload files after ETL jobs performed.

Extensively involved in doing IVR, VA, SMS and Mobility Testing.

Analysis of Execution results, finding bugs and tracking bugs in Jira.

Involved in execution of Smoke, Functional and Regression testing.

Provide demos to product owners and business team.

Drive working sessions with developers and other team members for quick defect resolution.

Preparation of weekly and monthly status reports.

Defining and exporting Test Results and Analyzing Test Results and Reporting Defects.

Involved in Daily status call and quick meeting setup with application developers for explaining defect reproduce steps and help them to test the business flow.

Ensure there will be no blockers for offshore counter parts.

Environment/Technologies: Windows10/11, Tibco, ReactJS, Angular, Oracle, Jira, Qtest, REST Services, Postman, SQL developer, SQL Workbench, EDIs, I/Dispatcher, Veracity

USAA Texas, USA July 2021 to May2022

GuideWire Claim Center & Member Claim Center -Digital Applications:

DFNOL (Digital First Notice Of Loss) is a web-based application, using DFNOL end user can create claim from digital devices for Personal Auto line of business. Involved in FNOL (contains ILR, BLR and ELR) testing. DFNOL is an application using which members can report a loss online. It can be done using usaa.com or USAA Mobile App. DFNOL will not have any interaction with legacy claim systems. It will always result in claims being created in Guidewire Claim Center.USAA.com will be responsible to redirect the member to new DFNOL application, based on the rollout strategy.

Responsibilities:

Attend daily stand-up meeting, raise impediments, and mitigate impediments.

Involved in Preparation of Functional test cases for DFNOL (ILR, BLR and ELR) using Zephyr.

Well versed in Test Report preparation, Defect Tracking Reporting and present this to senior management Writing test cases and executing them Understand the business need and develop user cases to catch defects early in the cycle Proactively bringing issues and problems.

Identify all dependencies / risks / issues for test planning and execution and mitigate them.

Tracking Defects and Select Test cases for Regression Testing.

Document, implement, monitor, and enforce all processes and procedures for testing is established as per standards defined by the organization.

Executing FNOL (ILR, BLR and ELR) webservices test cases using Postman and AAF (Postman, Cucumber, TestNG) for Smoke and Regression testing.

Run automated Smoke test cases after every build deployment from Jenkins.

Analysis of Execution results, finding bugs and tracking bugs in Jira.

Involved in execution of Smoke, Functional and Regression testing.

Attend sprint planning meetings, provide QA inputs, estimates user stories and plan testing activities.

Provide demos to product owners and business team. Participate in sprint retrospective meetings and provide inputs to improve the quality and efficiency.

Drive working sessions with developers and other team members for quick defect resolution.

Preparation of weekly and monthly status reports.

Also involved in automating claim creation process as part of Digital Automation.

Defining and exporting Test Results and Analyzing Test Results and Reporting Defects.

Involved in Daily status call and quick meeting setup with application developers for explaining defect reproduce steps and help them to test the business flow.

Ensure there will be no blockers for offshore counter parts.

Environment/Technologies: Windows10, Java, Oracle, Jira, QTest, Selenium, Rest Assured, Sauce Labs, Maven, TestNG, Cucumber, IntelliJ, Jenkins, Postman

Certifications:

Title: Tricentis Tosca Fundamentals – Automation web application testing(AS1)

Badge Link:

https://academy.tricentis.com/share/v1/gamification/assigned_badge/1d02b018-f5f5-4ddb-9f97-c361eba6e9d0/shared?lang=en&t=173**********

Title: Tricentis Tosca Fundamentals – Optimizing test automation with centralized test data(AS2)

Badge Link:

https://academy.tricentis.com/share/v1/gamification/assigned_badge/ef701640-8ddc-4d8a-94ad-f6c5c2b94926/shared?lang=en&t=173**********

Contact this candidate