Karen Pina Email & Phone Number

• Responsible for managing the ITS QA Team, resource management, review QA job descriptions, hiring and training QA Analyst
• Developing and implementing quality assurance and quality control methodologies to ensure compliance with software QA standards and customer specifications
• Manage multiple QA projects from requirements through testing phases
• Responsible for managing performance and automation test management, maintaining and upgrading existing QA tools such as Loadrunner, Sitescope and ALM.
• Conduct performance appraisals, one-on-ones, provide continuous constructive feedback and improve team building and team capabilities
• Vendor management to augment resource supply and demand

Dallas/Fort Worth Area

• Governance and liaison between headquarters and offshore test consultants.
• Manage team resources for quality and release engineering.
• Testers first line of support for technical, project and product knowledge training
• HP Quality Center & Rally management: test set creation, execution and reporting
• Working knowledge of Agile (Scrum) and Waterfall product development life cycle
• QA test lab and ISSC (Infrastructure Software Standards Committee) project coordinator

Dallas/Fort Worth Area

• Manage Client Acceptance Test department, supervised up to ten employees
• Responsible for system and business process testing of core applications. VAST (Oracle operating system used for sales order entry, account management and order fulfillment), SuperView (salesforce.com CRM, customer.
• Utilize HP Quality Center for release test planning, test script creation and execution for nine application code releases per year.
• Responsible for Publishing Operation’s release implementation with Go/No Go authority.
• Dedicated to employee coaching, counseling, career development and training.

Dallas/Fort Worth Area

• Responsible for the technical and procedural phone support of the 3,000 plus sales force across the United States.
• Managed an average of 150 inbound calls per day with a team of twelve analysts.
• Handled the scheduling of the analysts to cover peek call volume, after hours and weekend support to achieve a goal of less than 5% abandon calls.
• Conducted daily coaching sessions to ensure all application support analysts have the technical and practical knowledge to perform their responsibilities, which increased productivity and retained skilled employees.

Dallas/Fort Worth Area

• Facilitated, trained and supported initial sales trainees for the customer call center.
• Developed sales training curriculum.
• Coordinated eight training classes per year with an average of fifteen media consultants per class.
• Liaison between training and sales management.
• Coached media consultants in their division during on-boarding.
• On-going new product training.

Dallas/Fort Worth Area

• Complied and reported teams’ daily sales results.
• Assisted management by training new credit media consultants.
• Developed yellow page and internet advertising programs for new and existing clients with credit concerns.
• Worked with Credit Services and Telco Billing departments to resolve clients credit concerns.

Bachelor Of Science In Business Management

Bs, Business Management