• Transfer all customer account data securely from the Shaw to the Rogers database. This includes personal information, billing details, service plans, and account preferences.• Reviewing Customer accounts, identifying products and services that fit the customer’s needs and making the pitch on every call.• Demonstrated a caring, supportive and friendly nature in every interaction with the upmost confidence and urgency.• Consistently maintained a customer satisfaction rating above 95% by providing personalized assistance, resolving issues promptly, and ensuring a positive customer experience.• Provided in depth technical support for customer experiencing connectivity issues , reducing the number of escalated issues by 20% and minimizing customer wait times.• Maintained an average call handling time of under 15 minutes, contributing to improved efficiency and reduced customer waits.• Handled a high volume of incoming calls, emails, and live chats from customers.

QA Engineer at Endeavor, global sports and entertainment company. I worked on CRM based Talent Acquisition Project along with financial management system where the data from other CRM based apps are synced to this financial system. Acting as part of the IT Global Development team, I was responsible for performing Functional Testing across all critical business operational and sales systems.Responsibilities:1. Responsible for executing system, integration testing to assess functionality, performance, reliability, stability and compatability with other systems.2. Ensuring the Quality deliverables of all applications (Web, Desktop, Mobile) supported on Windows/Mac/iPhone3. Responsible for performing sanity and regression for all releases.4. Reviewing Business and User Story Requirements, Impact Analysis, Verification, and Requirements Traceability Matrix .5. Maintain defect tracking logs, working with sustainment and project teams to prioritize and evaluate resolution options and defect support through to resolution.Achievements• Collaborated with cross-functional teams to identify and prioritize critical software bugs, leading to a 20% reduction in production issues and a 10% improvement in customer satisfaction.• Achieved 100% on-time delivery of test reports, ensuring stakeholders' visibility into the project's progress. Improved overall product quality by achieving a 95% pass rate on functional tests, validating software functionality against defined requirements.• Improved test coverage by 40%, reducing the number of post-production defects by 25%.• Conducted SQL queries for backend testing, ensuring data integrity and consistency.

• Demonstrated expertise in executing 500+ tests for bi-weekly build releases, including system-level testing, sanity testing, black box testing, contributing significantly towards minimizing errors by up to 30%.• Led weekly process update meetings with Stakeholders, Management, and Developers, ensuring clear communication and understanding of project progress.• Led 9 critical update regression tests, improving system stability and user experience.• Improved the efficiency of testing processes by implementing automated test scripts using selenium WebDriver, resulting in a 40% reduction in testing time for each software release, while maintaining high test accuracy and coverage levels.

• Directed UAT testing efforts for 5 projects, achieving a 98% pass rate, and enabling smooth software deployments. • Implemented Regression Suits, ensuring thorough software validation, and reducing post-release defects by 25%.• Streamlined a comprehensive onboarding program for new team members, reducing their ramp-up time by 50% and enabling them to contribute effectively to projects within their first month.• Promoted twice in my tenure based on organizational skills and a consistent track record.