ASHLEY MURPHY

• Implemented new employee on-boarding training
• Optimized test cases to maximize success of manual software testing
• Built strong working relationships with stakeholders, fostering culture of collaboration and transparent communication throughout the software development life cycle
• Reduced software release time by streamlining test processes, resulting in faster product launches
• Gathered data on integration issues and vulnerabilities, reported findings and recommended improvements
• Mentored junior testers, providing guidance on best practices and industry standards for quality assurance
• Ensured compliance with regulatory requirements by developing rigorous validation procedures for all software releases
• Created detailed documentation of test cases, results, and bug reports, enabling efficient knowledge transfer among team members
• Collaborated with cross-functional teams for seamless integration and end-to-end system testing
• Reviewed bug reports and error logs, translating data into digestible reports for senior leadership personnel.
• Reduced defects in production with thorough regression testing and identification of root causes.
• Collaborated with development teams to establish clear test objectives, ensuring alignment with project goals.

• Helped lead efforts to find thebest solution for Application Services to utilize for Mobile Testing, manual and automation
• Led mobile projects (7MW/7MM, Maxframe, AUT2001), utilizing ALM to follow GxP procedures
• Worked closely with the scrum master, dev team, Q-CSV & business partners in order to deliver high quality products within the applications
• Mentored junior team members, fostering growth and enhancing team performance
• Standardized bug reporting methods for better communication between QA and development teams

• Lead strategic, quality projects, enabling SQA team to meet aggressive quality and productivity objectives as Integrations Lead
• Liaison between Nexient (contractor company for developers & QA) and Application Services
• Held daily Scrum Meetings and twice a week CCB Meetings with various teams within the organization, such as: Configuration Management, ISG, Account Specialists & QA, where I approved issues to go to production.
• Oversaw weekly releases while working with various teams within the organization to prioritize critical customer issues
• Created comprehensive test plans and test cases
• Diagnosed, reported, tracked and assisted in resolving quality issues
• Trained all new employees in QA on our products, internal tools & processes. Created thorough training documents

Company Overview: ULTA Beauty is the largest beauty retailer that provides one-stop shopping for prestige, mass and salon products and salon services in the United States

• Handle sales, returns and exchanges
• Brand and product knowledge for various manufacturers; including mass/prestige items, fragrance & salon products
• Worked flexible schedule and extra shifts to meet business needs.

Company Overview: The Energy Squad is the promotions, marketing and entertainment team, the visible extension of the Detroit Tigers Organization in the community and special events throughout Metro Detroit

• Kept fans excited and energized throughout the baseball games with various promotions, dance and other crowd interactions
• Worked off-site events such as a baseball camp for special needs children, helping them to throw, field & bat with Tigers Players

Company Overview: Johnson & Johnson Health and Wellness Solutions, an international provider that offered a fully integrated portfolio of solutions to cover the full spectrum of population health. Partnering with health plans and employers to deliver a Software as a Service (SaaS) web technology to end users that effectively emulates a health coaching session.

• Responsible for the day to day activities and continuous training of the Wellness & Preventions call center
• Worked closely with partner vendors to define SOPs, to ensure customers had a seamless experience using our applications and services
• Led the initiative to create and maintain a robust, searchable knowledgebase to ensure internal and external stakeholders had access to application documentation
• Implemented an incentive driven program for call center agents to increase customer satisfaction. As a result, customer satisfaction surveys and call center statistics indicated a 43% increase and continued to trend upwards
• Led the initiative to define call center requirements and created a RFP to ensure the current call center was competitive in the market space
• Maintained monthly statistics for the Product Support department using iDashboards
• Developed a Key Sensitivities Document used throughout the company to define and bring awareness each customer’s sensitivities
• Consulted on building of the management portal tool used to support our customers, created initial requirements document
• Led the customer service initiative to document and train the entire company to ensure 'Customer First' culture was adopted
• Hosted routine training sessions on core business applications and procedures

Company Overview: Repairclinic.com is a trusted online store for replacement parts and free repair help for major household appliances, outdoor power equipment, HVAC equipment, water heaters and vacuum cleaners

• Customer assistance by phone and email on appliance issues
• Customer Service at front counter for local customers that had questions or wanted to place an order
• Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times
• Product sales utilizing CD ROMs, websites and micro fiche
• Brand and product knowledge for various manufacturers
• Managed high call volumes while providing exceptional customer support and maintaining professional composure