Geraldine B. Email & Phone Number

Moncton, New Brunswick, Canada

Moncton, New Brunswick, Canada

Facilitating implementation of policies from manual updates to automatic updates successfully through thorough analysis, requirements gathering, testing and open communication with the clients. • Automating the process for member updates resulting to reduced manual tasks and human error. • Helping in User Interface and Regression Testing for defects affecting all members which includes test plan creation, test cases execution, documentation, identification and reporting of defects… Show more Facilitating implementation of policies from manual updates to automatic updates successfully through thorough analysis, requirements gathering, testing and open communication with the clients. • Automating the process for member updates resulting to reduced manual tasks and human error. • Helping in User Interface and Regression Testing for defects affecting all members which includes test plan creation, test cases execution, documentation, identification and reporting of defects. • Lead analyst for conversion of Legacy Autoloads to new technology that entails collaboration with multiple stakeholders and clients, identifying risks, testing and documentation. • Supporting clients to identify data inconsistencies and resolve day-to-day issues.• Preparing training guide documentation and conducted peer-to-peer coaching• Managing concurrent projects with minimal guidance while doing day-to-day operational work. Show less

Moncton, New Brunswick

• Mentored and coached Level 1 and level 2 testers.• Assisted Test Lead with admin tasks like billing, test set creation, and other reports.• Coordinated with Test Manager to improve process and moral by suggesting solutions.• Attended bi-weekly update and scrum calls with client to discuss current as well as up coming projects• Continued with QA tester II responsibilities

Moncton, New Brunswick, Canada

Experienced in quality assurance testing for both functional and non-functional aspect of the software. • Developed test documentations and performed tests. Created and executed test plans for functional, feature, integration and end-to-end testing;• Knowledgeable of functional testing including test management and execution tools• Has solid understanding of data analysis• Developed Scripts using excel with VBA macros to automate pay testing.• Secured… Show more Experienced in quality assurance testing for both functional and non-functional aspect of the software. • Developed test documentations and performed tests. Created and executed test plans for functional, feature, integration and end-to-end testing;• Knowledgeable of functional testing including test management and execution tools• Has solid understanding of data analysis• Developed Scripts using excel with VBA macros to automate pay testing.• Secured, organized, and maintained test environment.• Recorded, reported, and tracked defects in order to verify traceability. Show less

Cebu City, Philippines

• Led multiple small to medium size projects/initiatives and was accountable for project planning, leading creative solution discussions, documented requirements, communicated with stakeholders and evaluated project success. Projects included were project improvements, new product implementations, retention planning and billing. • Conducted competitive analysis in order to capitalize on profit opportunities while minimizing impacts• Provided ongoing process improvement… Show more • Led multiple small to medium size projects/initiatives and was accountable for project planning, leading creative solution discussions, documented requirements, communicated with stakeholders and evaluated project success. Projects included were project improvements, new product implementations, retention planning and billing. • Conducted competitive analysis in order to capitalize on profit opportunities while minimizing impacts• Provided ongoing process improvement support by analyzing existing processes and providing recommendations for enhancements. The process improvements directly impacted important KPIs such as Customer Satisfaction, First Call Resolution and efficiency as well as SLAs.• Developed and delivered executive level reports and analysis for key strategic initiatives. Attended client calls and presented the reports on weekly, monthly, quarterly and yearly performance reviews.• Acted as a liaison between Convergys and Microsoft in ensuring standards and metrics are met. • Created guidelines for Quality monitoring, in collaboration with the stakeholders. And participated in Quality calibration calls to ensure alignment of process and standards are followed. • Responsible for day-to-day functional supervision of non-exempt work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization¿s policies and applicable legal requirements.• Coached direct reports on their performance on a regular basis, adapting coaching styles depending on the situation and audience, providing feedback that is specific and constructive and encouraging all team members in incremental performance improvement to achieve metrics. Show less

Cebu City, Philippines

• Attended and documented preliminary client meetings, to determine client needs.• Analyzed and documented customer needs and business process in collaboration with stakeholders• Monitored and analyzed calls to gather data for process recommendations to improve KPIs.• Coach direct reports on their performance on a regular basis, adapting coaching styles depending on the situation and audience, providing feedback that is specific and constructive and encouraging all… Show more • Attended and documented preliminary client meetings, to determine client needs.• Analyzed and documented customer needs and business process in collaboration with stakeholders• Monitored and analyzed calls to gather data for process recommendations to improve KPIs.• Coach direct reports on their performance on a regular basis, adapting coaching styles depending on the situation and audience, providing feedback that is specific and constructive and encouraging all team members in incremental performance improvement to ensure agent metrics are achieved. • Demonstrate skills at analyzing trends and assist in creating action plans that determine a solution. • Demonstrate teamwork by supporting and assisting other Team Leaders as necessary. Show less

Cebu City, Philippines

• Effectively use business standard oral and written communication skills on a daily basis.• Using developed communication skills participate in recruiting efforts, attend calibration sessions, participate in conference calls, etc.• Coach team members on their performance on a regular basis, and write and deliver bi-annual performance appraisal.

Cebu City, Philippines

• Build technical skills of Support Professional by providing technical and engineer mentoring.• Review Support Professional open cases and provide technical guidance.• Conduct technical case review meetings at least once a week.• Maintain a solid working relationship with Microsoft Senior Technicians.• Business Process Education: Guide Support Professionals on processes related to escalations, bugs, Knowledge Bases, Solution Object’s, case documentation, call transfer… Show more • Build technical skills of Support Professional by providing technical and engineer mentoring.• Review Support Professional open cases and provide technical guidance.• Conduct technical case review meetings at least once a week.• Maintain a solid working relationship with Microsoft Senior Technicians.• Business Process Education: Guide Support Professionals on processes related to escalations, bugs, Knowledge Bases, Solution Object’s, case documentation, call transfer, etc.• Manager Feedback: Provide individual Support Professional assessment to Team Manager on monthly basis. Show less