Jessica Benoualid Email & Phone Number

Comox, Bc, Ca

QA Analyst-Developed test plans/cases-Executed tests across multiple platforms and devices, leading to a reduction in device-specific bugs-Collaborated with cross-functional teams to refine project scopes, ensuring alignment with customer needs and successful deployment for 5+ major clients-Drove the adoption of performance testing initiatives that improved system reliability-Worked consistently with developers ontickets, components, features, etcCustomer Support-First point of contact with all client communications-Delegated the incoming tickets to the appropriate departments -Created strong relationships with clients with fast response times and setting realistic goals to solve their reported issues-Created a thorough list of auto replies-Integrated Zendesk with our system-Developed 3 types of FAQ websites with team leads-Integrated the new AI Bot with Zendesk on our site-All of the above lowered direct contact with support significantly When we launched our upgraded product, the new FAQs and chat bot diminished client how-to questions-Montly reports with c-suite execs for analysis/pain points and solutions-Assisted in building the internal escalation process and different types of SLAs

Montreal, Quebec, Canada

-Responding to customer queries using HelpDesk and Amazon Seller-Solving shipping issues via DHL, USPS, UPS, and Canada Post -Handling all transactions from purchases to refunds in Shopify-Responding to all Facebook and Instagram comments and direct messages-Providing superior customer service by responding to customer inquiries, troubleshooting problems and creating solutions.