QA Manager / Automation Manager Resume Example
Love this resume?Build Your Own Now
QA MANAGER / AUTOMATION MANAGER
Professional Summary
Self-motivated, innovative and goal-oriented management professional. Dedicated team player with skills and committed to high quality work, details oriented, team player. Drives company growth by upholding its values and vision while providing fresh ideas and solutions.
Skills
|
|
Work History
QA Manager / Automation ManagerJan 2009 - Mar 2016
Nrg Energy, Inc.Romeoville , IL
Nrg Energy, Inc.Romeoville , IL
- Led the development team that tested the web and mobile user interfaces for Sentry Insurance.
- Translated business goals, feature concepts and customer needs into prioritized product requirements and use cases.
- Collaborated with the sales, marketing and support teams to launch products on time and within budget.
- Established criteria for each milestone within the product roadmap as a means to measure developmental progress.
- Gathered detailed use cases and requirements through regular on-site visits, virtual meetings and customer advisory board sessions.
- Led bi-weekly Scrum planning meetings to develop team strategies and define project goals.
- Led communication with stakeholders regarding product goals and progress made.
- Translated technical specifications into detailed product requirements.
- Create test documentation and work instruction, providing training to subordinate test technicians.
- Debug and test equipment, including electrical, mechanical and vacuum systems, gathering test data and recording results.
- Set up and configure external test interfaces necessary for testing.
- Supervised a team ranging from 4 to 15 associates.
- Established operational objectives and work plans and delegated assignments to associates.
- Coordinated work between multiple departments.
- Developed first-rate training programs.
- Monitored employee work and developed improvement plans.
- Assessed current trends to assist with decision making.
- Provided incentive to increase productivity by offering employees awards for best customer service.
- Met or exceeded service and quality standards every review period.
QA Tester - Automation Tester / Senior Tester / LeadJan 2006 - Jan 2009
Sentry Insurance
Sentry Insurance
- Created test measures from requirements documents, best practices, and user interviews.
- Provided technical expertise on computer networks to support IT and operational test teams.
- Documented Rules of Engagement (ROE) and defined technical procedures needed for execution of operational tests.
- Composed and edited work instructions for quality and test procedures.
- Assisted with preparation of briefs, including Operational Test Readiness Reviews (OTRR) and other technical briefs.
- Reviewed test plans and procedures to ensure adequate coverage of system requirements.
- Collaborated with scientific, engineering, and technical personnel to resolve testing problems and system malfunctions.
- Trained test technicians and operators on test hardware and software.
- Developed and ensured adherence to testing standards and best practices.
- Created comprehensive test plans, test scripts, and use cases to support testing objectives.
- Trained, coached and mentored staff to ensure smooth adoption of new program.
- Managed documentation of and training on production procedures and work instructions.
- Planned, directed, coordinated and assigned manpower to meet aggressive production schedules.
- Recommended and executed quality improvements for production and product quality.
- Routinely improved product quality and reduced delivery costs.
- Managed documentation of and training on production procedures and work instructions.
- Verified that all process control parameters were being documented and followed at all times.
- Planned, directed, coordinated and assigned manpower to meet aggressive production schedules.
- Recommended and executed quality improvements for production and product quality.
- Defined the team's performance standards and reviewed the outcome of performance goals to set future targets.
- Created and updated department work instructions and reports on a regular basis.
- Routinely improved product quality and reduced delivery costs.
Marketing Support AssociateJan 2004 - Jan 2006
Sentry Insurance
Sentry Insurance
- Worked closely with team members to meet or exceed all customer service requirements.
- Managed customers' expectations and experience to a high degree of customer satisfaction.
- Met with stakeholders and maintained productive relationships.
- Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
- Maintained up-to-date knowledge of product and service changes.
- Investigated and resolved customer inquiries and complaints in an empathetic manner.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
CSA/ CSA Level II / CSA Lead / Technical Support I & IIJan 1998 - Jan 2004
Sentry Insurance
Sentry Insurance
- Effectively managed a high-volume of inbound and outbound customer calls.
- Addressed and resolved customer product complaints empathetically and professionally.
- Gathered and verified all required customer information for tracking purposes.
- Defused volatile customer situations calmly and courteously.
- Accurately documented, researched and resolved customer service issues.
- Mastery of customer service management systems and databases.
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
- Referred unresolved customer grievances to designated departments for further investigation.
- Resolved service, pricing and technical problems for customers by asking clear and specific questions.
- Prepared reports and communication for senior management and clients.
- Managed high call volume with tact and professionalism.
- Oversaw call center employees to ensure customer satisfaction goals were consistently met.
- Acted professionally and patiently when addressing negative customer feedback.
- Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
- Met or exceeded service and quality standards every review period.
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
- Recipient of multiple positive reviews acknowledging dedication to excellent customer service.
- Provided an elevated customer experience to generate a loyal clientèle.
- Routinely answered customer questions regarding auto insurance and technical issue related questions.
- Asked open-ended questions to assess customer needs.
- Answered calls each day by addressing customer inquiries, solving problems and providing new product information.
- Developed reputation as an efficient service provider with high levels of accuracy.
Education
High School Diploma: 1991
Freeport Senior High SchoolCity, State
Freeport Senior High SchoolCity, State
Certifications
Reiki Practioner - Certified in level 1 and 2
Additional Information
I do also own a small family business. Craft Gypsies is a craft business that I own and work at also. We re-purpose or recycle items into new decor, crafts or even pintrest projects. We do sell our items at a retail store along with craft shows and internet orders.
Facebook page - CraftGypsies
DISCLAIMER
Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.
How this resume score could be improved?
Many factors go into creating a strong resume. Here are a few tweaks that could improve the score of this resume:
Resume Strength
- Completeness
- Word choice
- Length
- Measurable results
- Typos
Resume Overview
School Attended
- Freeport Senior High School
Job Titles Held:
- QA Manager / Automation Manager
- QA Tester - Automation Tester / Senior Tester / Lead
- Marketing Support Associate
- CSA/ CSA Level II / CSA Lead / Technical Support I & II
Degrees
- High School Diploma : 1991
Similar Resumes
