Customer Service Quality Assurance

Sirisha Lolgu

**** ******* **, *** ****, San Jose 95129 +1 (669) (500) (5779)

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Professional Summary

Experienced Banking Professional with a solid background in branch operations, customer service, and financial transaction management. Skilled in handling daily banking activities such as account openings, cash deposits/withdrawals, loan processing, and compliance verification. Proven ability to maintain accuracy in high-volume environments while providing exceptional customer support. A detail-oriented and dedicated team player with a strong focus on operational efficiency, regulatory compliance, and customer satisfaction.

Professional Experience

TEKsystems

Quality Assurance Engineer

September 2024 – Present

Project: Device Testing and Inventory Management System The project involves testing iOS-based applications and tools used for internal device validation and inventory tracking. The objective is to ensure reliable performance across device lifecycle operations, including device check-in/check-out, diagnostics, firmware updates, and inventory control. The scope includes functional, regression, usability, and performance testing—combining both manual and automation approaches. Responsibilities:

● Designed and implemented comprehensive test plans and strategies for iOS-based inventory and device testing applications.

● Collaborated with product and engineering teams to understand feature requirements and workflows related to inventory tracking and device diagnostics.

● Created and maintained reusable test cases covering functional, UI, performance, and usability aspects.

● Performed manual testing on various iOS devices to validate application features like barcode scanning, device check-in/check-out, and inventory updates.

● Developed and maintained automation test scripts using Appium to validate critical workflows and reduce regression testing time.

● Defined acceptance criteria, prioritized test coverage, and conducted risk-based testing for new features and releases.

● Reported bugs, tracked defect resolution, and verified fixes across multiple test cycles.

● Conducted performance testing to monitor application responsiveness and resource usage on multiple iOS device models.

● Ensured up-to-date test documentation and contributed to process improvements in QA workflows and inventory system testing practices. Numpy Ninja

Software Test Engineer

June 2022 – September 2024

Educational Institution Management System (EIMS) - The Educational Institution Management System (EIMS) is a comprehensive software solution designed to streamline and automate the management of various administrative and academic functions within educational institutions. The system aims to enhance the efficiency of managing staff, students, programs, batches, and various other aspects of educational administration. It supports end-to-end automation, providing a centralized platform for handling key functionalities and improving overall operational efficiency. Responsibilities:

● Analyzed various business requirements, functional documents, and user stories to plan and create test plans, test cases, test procedures, and test scripts, and contributed to sprint planning and scrum meetings.

● Responsible for writing test cases for manual approaches and creating automation test scripts in an AGILE-SCRUM environment to test web-based applications.

● Implemented Data Driven Framework with Page Object Model to test the web application and extracted data from external Excel files using Apache POl and loaded into the variables in the scripted code.

● Involved in creation of an automation framework in Selenium Web Driver, Cucumber by writing step definitions in Gherkin language for a behavior-driven approach.

● Involved in using the Maven build tool to manage framework dependency jar files.

● Responsible for customizing system automation of web applications by developing the Object-Oriented Test Automation Framework from scratch using Page Object Model (POM) design pattern in Selenium WebDriver, Eclipse, cucumber, Apache POI under Java platform.

● Performed API/Web services backend testing using Postman, Swagger Hub and automated the process using automation tools such as Rest Assured.

● Performed quick and easy API calls using Swagger to call various endpoints and validate that the APIs are responding

● Integrated Automation scripts (Selenium WebDriver API) in Continuous Integration tools Jenkins for the nightly batch run of the Script.

● Reduced build/deploy time by 90% by creating jenkins scripts to automate code pull from GIT used Maven to build war/jar files.

● Performed operations on the database using JDBC APis and wrote several complex SQL quéries to validate data in the backend.

● Created and executed SQL queries to fetch data from a SQL database server to validate and compare expected results with those actually obtained.

● Found defects, prepared defect reports and performed status reporting, bug triage, defect tracking using Jira and worked with developers to communicate regarding issues in the application.

● Generated reports using extent reports after testing applications to analyze the pass percentages and failed cases.

● Used GIT to maintain and manage the build scripts, test data and other documents in the project scope.

Canara Bank, Bangalore

Bank Manager

July 2011 – October 2017

Responsibilities:

● Supervised daily branch operations including customer account management, cash handling, deposits, withdrawals, and loan processing.

● Ensured regulatory compliance in all banking transactions and maintained high standards of customer service and operational integrity.

● Managed customer onboarding processes, including KYC verification, account opening, and transaction monitoring.

● Oversaw credit processing functions such as personal, business, and mortgage loans, ensuring accurate documentation and timely approvals.

● Guided and mentored branch staff to ensure adherence to standard operating procedures and banking policies.

● Collaborated with IT and back-office teams during the implementation of the Bank Management System to ensure smooth transition and minimal disruption to services.

● Participated in UAT (User Acceptance Testing) and provided feedback from a branch operations perspective to enhance system usability.

● Addressed customer queries and complaints, ensuring prompt resolution and customer satisfaction.

Thomson Reuters Corporation (International) Pvt Ltd Finance Analyst

April 2009 – January 2010

● Ensured the accuracy, quality, completeness, and timeliness of market and financial data for internal and client-facing reports.

● Conducted extensive quality checks (QC) on data inputs and deliverables prepared by team members to maintain high data integrity standards.

● Analyzed internal and external datasets to generate reports, tables, and graphs, identifying key market trends and opportunities.

● Provided data-driven recommendations to support strategic business decisions and improve market positioning.

● Updated business specifications and created system flow diagrams to support process improvements.

● Prepared test plans and participated in validating system enhancements and data workflows.

Educational Qualifications:

● MBA in Finance and Marketing from VIT School Business.

● Bachelor of Electronics and Communication from GMR Institute of Technology.

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