Ema Fonua Email & Phone Number

Greater Salt Lake City Area

• Manual test new features to find any bugs and ensure quality of the Deseret Book website.
• Identify, record and thoroughly document bugs found, using Gitlab.
• Aligned closely with other departments that use our website and IT systems to ensure features are working as intended.
• Help write training documents as features are upgraded.
• Managed time spent, based on the priority and severity of each test plan.
• Perform thorough regression testing when bugs are resolved.

Greater Salt Lake City Area

• Developed and maintained technical expertise in the Deseret Bookshelf app.
• Responded to customer service emails in a timely and effective manner.
• Maintained a calm, professional demeanor when faced with high demand, high volume workloads.
• Assisted customers with technical issues via email, live chat and telephone.
• Devised workarounds for problems.
• Utilizing Asana to report issues found in the Deseret Bookshelf app and not limited to the Deseret Book website, daily email promotions, catalogs and mailers.

Greater Salt Lake City Area

• Answered customer requests with friendly, knowledgeable service and support via email, live chat and telephone.
• Completed research on complex problems and resolved issues in a timely manner.
• Built customer confidence by actively listening to their concerns and giving appropriate feedback.
• Confirmed that appropriate changes were made to resolve customers' problems.
• Managed tasks using Trello.
• Responsible for FedEx and DHL accounts, file loss and damage claims and issue call tags.

We extended our service with previous students at Dev Mountain. Had the opportunity to make a test plan with a live app called Resort Tapped which is a comprehensive all-season guide to Jackson Hole Mountain Resort. We met the former DevMountain student who is now a web developer via Hangouts, who helped us understand more details on how the app is.

As my solo project for DevMontain I had chosen to QA the Deseret Bookshelf App. This was a great opportunity to utilize the new skills I have learned with a company I am currently working for. Given permissions to access the API and load test using SoapUi had broaden more opportunities to test. I used Jira as my test manager. Manual testing was my main.

Greater Salt Lake City Area

• Professionally assist customers with placing orders, product information, locating packages and customer service concerns via phone, email, and internet
• Place outbound courtesy calls to customers for special promotions.
• Process phone orders, credits, replacement orders, and correspondence to meet customer needs.
• Learn about company products and promote them.