SUMMARY:

• Detail oriented bilingual IT Professional with over 12 years of experience in supporting corporate initiatives by participating in the design, analysis, planning, testing and implementation of solutions in support of business objectives. Committed team player with proven abilities to work both independently and as a team leader. Possess excellent communication skills with colleagues and executive leadership teams.

PROFESSIONAL EXPERIENCE:

Confidential

UAT Tester

Responsibilities:

• Responsible for creating and executing test cases for VRU, Mobile App, Mobile Web, Web andChatbot applications in an Agile environment
• Identified, retested and escalated defects.
• Provided testing support for production deployment.
• Ensured a good customer experience by identifying usability issues and escalated when necessary.
• Assisted with interviewing and of new hire UAT testers.
• Took on test lead responsibilities as needed which included, resource planning, creating test strategy

Confidential

VRU (Voice Response) Tester

Responsibilities:

• Responsible for creating requirements for VRU system for multi - location chiropractor practice.
• Performed Manual and UAT testing on Voice Response System.
• Supervised and trained staff of 8 and responsible for auditing of medical records

Confidential, Denver, Colorado

VRU Quality Assurance Engineer

Responsibilities:

• Created Test Plans, Test Ideas Lists, and Test cases during each release to ensure traceability of business requirements and in compliance with IT CMMI policy.
• Participated in requirement walk through meetings to ensure full understanding of client requirements, identify issues with design, and relay information to the offshore testing team.
• Executed Static, Functional and Regression testing for both Spanish and English VRU's to ensure design and code were functioning correctly and in line with the client’s requirements.
• Led QA testing effort during several projects ensuring each release went into production on time with 0 critical defects by holding daily meetings with offshore and onshore teams to discuss defects/issues, escalating issues, tracking testing progress and working with the development and analyst teams to resolve defects.
• Worked with VRU UAT team to provide data, manipulate testing environment as needed, provide SQL queries to retrieve testing results and answer any questions.
• Responsible for reporting out status on defects, test case writing and execution to project test coordinator and leadership team.
• Trained new VRU QA engineers on processes, systems and waterfall testing methodology.

Confidential, Chicago, Illinois

VRU Business Analyst

Responsibilities:

• Provided active participation and subject matter expertise for VRU and Branch Telephony applications in the successful transition of LaSalle Bank to Bank of America.
• Led and facilitated VRU UAT testing for Bank of America re-branding project. Created detail test plans and cases reflecting name change requirements. Ensured all VRU speaks for both Spanish and English VRUs reflected name change.
• Managed and supported over 20 VRU applications by working with the business in identifying opportunities to increase VRU efficiency and customer awareness of upcoming changes through VRU enhancements and messaging. Also worked with the various lines of business to ensure accuracy of VRU speaks and options for both English and Spanish VRU applications.
• Supported VRU changes through gathering and documenting requirements, participating in and/or leading UAT effort for both Spanish and English VRU applications, resolving all defects.
• Acted as liaison between the business and IT by reviewing, and when necessary negotiating ITestimate in order to ensure release is completed on time and within the VRU budget.
• Facilitated requirement walk through with the IT and UAT teams to ensure each team had a thoroughunderstanding of the business requirements and clarified any questions prior to development.
• Led UAT testing efforts on several projects by securing UAT testers, facilitating requirement walk through and test strategy meetings with UAT testing group. Held daily touch point meetings to discuss any defects and issues to ensure project was on track.
• Created detailed test plans and test cases to ensure traceability of business requirements andtechnical specifications.
• Performed User Acceptance Testing for Cockpit, Genesys, CC Pulse, VRU, Branch Telephony, andATM applications, and ensured each release met the business requirements and was deployedinto production with 0 critical defects.
• Acted as liaison between the business and IT throughout the testing and implementation phase ofeach release communicating defect status and any environment issues.
• Provided on site production support for both and production environments to minimize agent downtime.
• Created user’s guide/overviews and faciliated train the trainer sessions of upcoming system enhancements for call center team.
• Developed curriculum, manuals and overviews for new UAT testers and off-shoring initiatives. Facilitated new hire for new UAT testers.
• Created curriculum, job aids, procedures and manuals for Small Business and ATM customerservice agents.
• Coordinated and facilitated Small Business deposit and loan as requested by executive leadership team.
• Ensured customers received a positive and pleasant experience when contacting the call center bymonitoring, coaching and providing feedback to newly trained Service and Small Business agents.
• Promoted diversity and community awareness by organizing Hispanic Heritage Month celebrationswithin the call center.