SUMMARY

• Outstanding 20+ year’s track record in Telecommunications Industry. A pristine history of success in managing affiliate websites for content compliance and tracking.
• Earned customer commendations and awards all through my career. Highly qualified professional, efficiently able to identify problems & offer solutions.
• Worked consistently on problem analysis, bug reporting and have concise documentation skills. Keen to learn new skills and enjoy working as part of team. Honest and dependable with excellent customer relations.
• Superb leadership/ QMG Ambassador, interpersonal, communication and coaching skills.
• Have resolved customer service issues using first contact resolution skills.
• Responsible for analyzing the needs of the business and its customers and coming up with solutions to business problems.
• Involved in the management multiple small projects, to enhance the existing functionality and web pages for global clients. 
• Managing the work from initial request through estimation, approval, requirements, build and implementation. 
• Ability to self - motivate, self-lead and work independently with limited supervision and desire to assume greater responsibilities.

Hard Skills: Excel, Microsoft Word, PowerPoint, Project Management, Training, Quality Assurance, Affiliate Management, Taking minutes, Proficiency in a foreign language (Hindi & Punjabi), Use of online software e.g. Google Analytics, Omniture

Soft Skills: Quick Learner, stress tolerance, Cooperative, Competitive, Confident, Desire & ability to learn fast, Multicultural Environment, Public Speaking, Honest, Dependable, Service Delivery, highly energetic , Strong management experience in Call Center Operations, Ability to work under pressure, acute attention to detail.

PROFESSIONAL EXPERIENCE

Senior IT QA Analyst

• Worked on large IT projects—Conversion of new data base, migrated from Salesforce to JIRA, Sprint Linear, Chat Box, Provider Certs & ELM (Escalation Lead Management)
• Experienced in Agile Methodology
• Tested in house applications that the agents use (Agent Console, Business Console & Mobile Testing- Apple, Android)
• Performed compatibility testing with various mobile handsets to ensure that functionality is working as expected.
• Performing negative testing against implemented interfaces.
• Participate in Releases from QA to UAT and from UAT to Production
• Involved in testing application on different mobile Platform such as iOS and Android devices.
• Detailed understanding of JIRA & Salesforce
• Quality Assurance and Software Testing on Windows platforms and various Client/Server applications
• Conducted User Acceptance testing to ensure that the developed applications have met the needs of business clients, per requirements provided.
• Easily collaborated with developers, project managers and business to accomplish all milestones
• Worked at liaison between Developers, Management, and Business Intelligence to meet Quality Assurance specifications
• Extensively involved in writing and executing test cases for all projects.
• Performed Websites Front End testing and compliance management
• Responsible for QA’ing all Multiple Service Provides (MSO) websites for national brands that included but not limited to: Comcast/Xfinity, Cox, Time Warner Cable, Dish, Charter, Verizon & AT&T.
• Solid history of discovering errors and ensuring client expectations are met with high-quality software solutions.
• Doing Daily Site checks by using ‘Deep Trawl’ & ‘Cross Browser Testing’ tools.
• Experience in Defect Tracking and Bug Reporting
• Version control & Opening Bug tickets, documenting defects using a bug tracking, tools such as JIRA. Reporting the defects to engineers, product managers, etc.
• Regression testing all of our providers prior to pushing to Prod (.net side) & after fixing bugs, verified that the fixes didn’t create problems elsewhere.
• Responsible for day to day operations of special projects.

Project Manager/Business Analyst

• Managed the analysis and implementation of several large IT projects.
• Operational Process Flow Reviews.
• Worked at liaison between Developers, Management, and Business Intelligence to meet Quality Assurance specifications with overseas team.
• Websites Front End testing and compliance management
• Managed all Multiple Service Provides (MSO) websites for national brands that included but not limited to: Comcast/Xfinity, Cox, Time Warner Cable, Dish, Charter, Verizon & AT&T,
• Establish criteria for quality reviews.
• Responsible for managing day to day operations of special projects.
• Understanding service objectives and capturing business requirements through active listening & questioning techniques.
• Keeping abreast of new legislation, company strategy and policy and being able to identify its impact on IT projects.
• Able to identify business & systems process improvements from Big Picture to detail level.
• Excellent communication skills to manage and liaise with business and technical consultants to explore business process improvement opportunities.

QA Account Manager

• Maintain excel tracking report for DSD (Direct Ship Daily) & DSE (Direct Ship End) deals.
• Reviewed all Websites and Landing Pages for compliance with National Brand companies
• Managed online merchants which included tracking and shipping in admin portal.
• Created and Maintained excel tracking report for DSD (Direct Ship Daily) & DSE (Direct Ship End) deals and pivot tables

Quality Assurance Manager 

• Managed all Multiple Service Provides (MSO) affiliates websites for national brands that included but not limited to: Comcast/Xfinity, Cox, Charter, Dish, Time Warner Cable, Bright house, Verizon, AT&T, Qwest, Vonage
• Website and Landing Page Front End testing and compliance management
• Worked directly with Search Engine Optimization and Pay Per Click Team
• Report creation using Google Analytics and Omniture
• Created and Managed internal Affiliate tracking codes for websites
• Worked at liaison between Developers, Management, Business Intelligence to meet Quality Assurance specifications

QA Manager

• Analyzed called for compliance using Call Miner, In contact and Carri, Call View, UCN
• Expert user in CRM Sales Force
• Provided feedback and coaching for Sales Agents
• Handling calibration calls with offsite centers (India & Philippines)
• Responsible for monitoring agents, ensuring compliance, guidelines and protocol was being followed.
• Having an overall understanding of call and customer satisfaction.
• Provided feedback sometimes by listening to call with agent. Calibrated calls with clients through WEBBEX to monitor exceptional customer service.

Information service Assistant / Toll operator

• Supervisor/ In charge
• Handling 411 DA
• Coaching the new hires
• Customer service
• Managing daily reports for the call center.
• Was recognized for “Perfect Attendance” from year 2001-2007.
• Was given an award for “Star Assistant” for all four quarters from year 2002-2004.
• Was given a “Star Award” for demonstrating use of C.L.A.S.S. Principles in the role of an AT&T Customer Assistant.
• Was nominated the “Customer Rules Service Leader Award” in year 2003.
• Was awarded the “Balance Focus Award” for demonstrating commitment to excellence in AWT, QMG Results & Overhead objectives for all four quarters from year 2003-2005.
• Was selected as the “QMG Ambassador” by the President of Operator services for the Miami team & to serve as a role model & catalyst for performance improvement from year 2004-2008.
• Was awarded the “Gemini Award” in year 2006 for excellent customer service.