Manager Customer Service

SUMMARY:

Around * years of IT experience in software Quality Assurance using Black box methodologies for manual testing of server and web based applications.

Experienced with Manual Testing.

Experienced in developing and maintaining Test Procedures, Test scripts and Test cases.

Good experience of API, Functional, Unit, Smoke, User Acceptance, Integration, Regression, White-Box, Black-Box, GUI, Back-end, and Browser Compatibility testing.

Experience in testing with different protocols like XML, XSLT, HTML and HTTP.

Having knowledge in object oriented programming such as Java and C++.

Have a strong foundation in generating various reports to be sent to Quality Managers, Domain Leads, and Delivery Manager.

Have a firm understanding of the Industrial standards and have always adhered to the same.

Experience on

Been a key member in providing inputs to the Business teams and also the overall test strategy.

Conducted extensive IVR testing, End to End testing covering the complete flow of functionality, Test the Call routing, including DN using CTI

Maintaining the call routing strategies involving PBX.

Worked on the Genesys suite containing CME, the configuration manager used to manage all the strategies.

Test the Call information display (Screen Pop)

Develop UAT test plan, execution scripts.

Coordination with the various teams to ensure the successful test completion

Major role played in incorporating the End-to-End testing standards across the team.

Driving the defect tracking meetings, workforce meetings to ensure there is no information lag.

Making regular health checks on the overall system performance as well as the UAT environment.

Conducted forecasting and estimation exercise.

Prepared User manual and training documents to capture the information and pass on the details during the knowledge sharing sessions.

Strong knowledge of Web technologies and perform tests, like web browsers, JavaScript, HTML, CSS.

Proficient in using Bug tracking and Test management tools like Quality Center.

Extensive experience with testing Multi-Tier application architecture.

Experience in designing test case, test plans, test scripts and verifying and validating various application modules.

Good understanding of Software Development Life Cycle(SDLC) methodologies(waterfall and V – Model) and software testing life cycle (STLC)

Hands on experience in Project Planning, Execution, Requirement Analysis, Risk Management and Reporting.

Excellent communication, interpersonal, intuitive, analysis and leadership skills.

Proven ability to work efficiently in both independent and teamwork environments.

Energetic and persevering self-starter who is known for excelling goals and objectives

At ease in high stress environments requiring superior ability to effectively handle multi-task levels of responsibility.

Technical Skills

Operating Systems: Windows (2000, NT, 98/ XP, Vista)

Testing Tools: Quality Center, Manual Testing

Databases : SQL

Web Technologies : C, HTML, XML, CSS, XSLT

Programming Languages : C, Shell Scripting

Others : Omniture, MS Office, MS Word, MS Power point, MS Excel, Compare Tool, Y-slow

Education, Certifications and Training

Masters in Human Resource with A grade Symbiosis Institute of Management

Bachelor of Engineering (B.E) with 75%, India Osmania University, India

Certified in Quality Center HP certified QC Professional

SCJP certified SUN certified

Achievements:

Received the Star Performer Award in the year 2009

Received an award from the client directly for hard work and dedication

Received a certificate of appreciation for successfully completing all requirements and criteria in Credit Cards – Level 1

Received a certificate of appreciation for successfully completing all requirements and criteria in Banking and Financial Services – Level 0

PROFESSIONAL EXPERIENCE:

Cuna Mutual (Madison, WI, USA) – CPI Tracking (through Cognizant) Aug ‘05 – Jan 11

Role: QA Test Lead

The application is the foundational desktop application in all Customer Service & Support Contact centers. With Single screen (with multiple views) that allows Contact Center service agents to service customers more effectively and views change based on incoming Call Type (Model, California). Professionally designed user interface based on agent usability and prototypes, designed to decrease clicks and screens needed to retrieve most common information. Also it increased information density to bring most critical information without accessing additional systems. Incoming Call pops to main screen, displaying customer, relationship, and transaction data with account services and web references based on account type being serviced. It provides context transfer and navigation to other desktop servicing systems.

Responsibilities:

Analysis and design of objectives and events

Organizing the work, Task allocation & Progress monitoring.

Perform application study.

Tracking and reporting progress

Conducted extensive IVR testing, End to End testing covering the complete flow of functionality.

Test the Call routing, including DN using CTI

Worked on maintaining the call routing strategies involving PBX.

Worked along with the onshore team on the Genesys suite containing CME, the configuration manager used to manage all the strategies.

Worked on the Call recording application NICE

Test the Call information display (Screen Pop)

Performing Requirement Analysis from the BRD

Performing Feasibility analysis

Identifying, managing the changes and Defect prevention

Develop Traceability matrix based on Business Requirements.

Deriving logical decisions

Bug Verification

To work in correspondence with the Environment Coordinator/IT PMs to ensure environment availability for all the test regions SIT/QA and UAT.

Working on Change Control and Enhancement as proposed by the Client for all the Integrated Releases.

Writing test scripts for various initiatives after analyzing BRD and User Interface documents.

Perform System testing/Regression/QA/UAT testing for the new releases and making changes to test scripts in accordance with changing UIs.

Triaging the bugs in code and logging them in Quality Center.

Performing E2E testing verifying the connectivity between different applications

Been a part of the Business team for a brief period and worked closely with the overall Business Lead and the Release Manager

Prepared the User manual of all the key functionality in the application to be used during the knowledge transitioning.

Performed the forecasting and estimation of the testing projects including UAT.

ENVIRONMENT: Mercury Quality Center 9.2, Manual Testing, Windows, MS-Excel, .NET

American Express, Phoenix, AZ Jan ‘05 – Jul ‘05

Role: Manual QA Module lead

American express homepage is the key gateway to the prospect and card holders.

Card member Home Page aims at:

Card Member pages are aimed to display the offers and benefits with respective of the season for a particular card holder depending on the profile of the customer.

Prospect homepage aims at:

Attracting the prospect users to enroll for the American express card and the benefits he has as a card member.

Responsibilities:

Performing Requirement Analysis from the BRD

Owner of complete initiative.

Analysis and design of objectives and events.

Organizing the work, task allocation & progress monitoring.

Escalation of issues/concerns to the team lead.

Reporting status to the Onshore.

Enhancement and bug fixes

ENVIRONMENT: Mercury Quality Center 9.2, Manual Testing, Windows, MS-Excel, Putty, Shell scripting, XML, HTML, CSS.

American Express, Phoenix, AZ Jun’04 to Dec'04

Role: Module lead/ QA Analyst

Card Services Project BIC main aim is to provide the different insurance coverage for American Express Card Holders. It has 4 Insurance products namely

Travel Assure (TA)

Travel Medical Protection (TMP)

Trip Cancellation (TC)

Premium Return Protection (PRP)

The Premium Card Services Hub page (home page) displays either one product or a family of products. Card Members are driven to the page through Amex site Navigation, Internal or External Search, as well as through other sites links (banner ads), e-mail, or direct mail campaigns. Card members are provided an option to get enrolled in any one of the above mentioned four products.

Responsibilities:

Played the role of a UI developer/QA analyst, working on HTML, DHTML, XML, XSLT, CSS and JavaScript to build pages, Quality Center as a test repository.

Usage of tools to get the exact data required for testing the scenarios.

Testing and Defects on pages are resolved using Firebug.

Page level Testing is done on Pages using “Yslow” and standards are maintained

Used omniture for tracking the number of hits to the entire page and to the sub modules of the page

Ensure that Release process guidelines are attained

Ensured that valid defects are raised

Responsible for the overall test execution

ENVIRONMENT: Windows, Yslow, Firebug, MS-Excel, Omniture, HTML, CSS, JavaScript

American Express, Phoenix, AZ May ‘03– Mar ‘04

Role: Tester/ Programmer

Platinum includes doing minor site enhancements to the American Express International Websites.

The work was challenging as it involved the concept of bi-weekly release and huge amounts of pressure from business partners. The objective of this project is to make changes in the content present in the page (in an XML file) with the Upcoming offers and also to build new pages.

Responsibilities:

Used SVN as a version tool for code repository.

Coordinated between the team members and have participated in different team discussions for the improvement of page performance.

Tested the application thoroughly and ensured a defect free code was rolled in production.

Effective usage of SharePoint to store the test specs.

Communicate status and risks to the feature manager

Developed enhancement and bug fixes with good quality and fast turnaround time

Single handedly executed the task of a Programmer, Tester and a Production support exec for a product and was greatly appreciated by the Delivery manager as well as the Client manager

ENVIRONMENT: Quality Center, MS Office, UNIX, SVN, JAVA, Eclipse 5.5, SVN, JSP, XML, XSLT, CSS, HTML, DHTML, Web Services

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