•Led the QA team, managing daily activities including test planning, test execution, and daily status reporting. Drives stand-up calls for the Salesforce Order and Quote Management Scrum Teams, ensuring effective communication and progress tracking.•Collaborates with key stakeholders to facilitate planning, risk communication, and estimations. Engages in discussions to align testing strategies with business objectives and project requirements.•Oversaw and controls the overall testing process, ensuring that all phases are effectively planned and executed. Managed testing activities to ensure adherence to schedules and quality standards.•Monitored the overall testing scope and maintains comprehensive QA metrics. Tracked and reports on testing progress, effectiveness, and coverage to provide transparency and support informed decision- making.•Actively participated in requirement gathering and analysis calls, contributing to the development of clear and actionable test requirements. Ensures that testing is aligned with business needs and project goals.•Coordinated with team members to manage task assignments and resource allocation. Ensured that resources are effectively utilized and tasks are completed on schedule.•Oversaw and manages standard (Out-Of-The-Box) Salesforce activities, ensured that core functionalities are thoroughly tested and validated.•Conducted comprehensive product demonstrations during UAT, achieving 95% client satisfaction and successful validation of system requirements.•Provided mentorship and guidance to junior resources on the Salesforce platform. Conducted internal training sessions to enhance team knowledge and capabilities.•Managed the complete Software Testing Lifecycle (STLC), ensuring that all stages of testing are effectively executed from planning through to defect resolution.

• Managed UAT for new products and promotions, ensuring 100% accuracy and reducing billing disputes by 15%.• Coordinated with the Central Team for CRM-related tasks, including the creation and deletion of CRM IDs, modifications of user rights, and workgroup management, among other supporting activities.• Increased the number of customers using WSS (Web Self-Service) by enhancing WSS facilities. Achieved 100% customer satisfaction through improved service delivery.• Re-engineered and optimized existing processes to deliver quicker and more efficient services to customers, consistently meeting predefined Service Level Agreements (SLAs) and Turnaround Times (TAT).• Recommended and initiated several new workflow groups to modernize the Complaint Management Process within the CRM system.• Performed reconciliation of CRM IDs and facilitated the Performa Group on a monthly basis to streamline processes and prevent misuse of IDs. • Conducted surprise audits of existing products to maintain proper functionality.• Managed activation and provisioning audits, including both Prepaid and Postpaid services.