Dominique Williams
Houston,TX
Summary
Passionate Software QA Tester with 5 years of hands-on experience in meticulously ensuring the quality and reliability of software solutions through comprehensive testing methodologies, defect identification, and collaborative problem-solving within dynamic cross-functional teams
Overview
7
7
years of professional experience
Work History
Manual QA Engineer
Acclara
01.2017 - 04.2019
- Ensure Team provides excellent customer service
- Ensure all inbound calls are answered within service level agreements
- Ensure all outbound call goals are achieved and reaching other assigned goals
- Team/queue scheduling
- Assist with the development and implementation of operational policies and procedures
- Daily reports (production, call performance, employee personal reports)
- Supervision of the Customer Service Team and Team Leads, Queue Monitor and Mentors assigned
- Ensure all CSR are trained
- Assist with Team Member evaluations
- Assist Supervisor with ADP monitoring of assigned personnel
- Assist with hiring and disciplinary actions when applicable
- Coach assigned Team in accordance to client policies and procedures
- Mentor and train individuals and the team members daily
- Attend and hold meetings relevant to assigned projects
- Supervision of the Customer Service Team and Team Leads, Queue Monitor and Mentors assigned
- Liaison between CST and other management, branches, and/or company departments
- Communicate, explain and effectively implement/execute policies and procedures
- Review, Interpret Patient Statements, Balances and Client Contractual Terms/Agreements
- Obtain Supporting Documentation Regarding Patient/Client Follow-up Efforts
- Identify Contractual & Administrative Adjustments
- Report any and all issues or concerns detrimental to assigned Team and or assigned project to include all facets of Operations
- Liaison between patients, patients’ relatives, and the healthcare organization
- Answer questions, handle complaints and properly address problems and concerns.
Jr. Test Engineer
Texas Childrens's Hospital The Health Plan
08.2015 - 08.2016
- Documented and tracked bugs to assist the development team by filing reports in Jira, and creating automated test scripts to reduce the amount of bugs reported by 10%.
Technical Support Analyst
United Health Group C&S
07.2012 - 08.2015
- Improved customer satisfaction by 20% through the delivery of timely and accurate technical support to end users.
- Resolved 95% of complex technical issues for clients, leading to a noticeable enhancement in overall system performance.
- Contributed to cross-functional meetings, presenting issue findings and recommendations. Improved average resolution rate by 15% through proactive collaboration with the development team
- Utilized a standardized issue tracking system to document problems with classified severity and priority. Provided detailed descriptions to team members and developers, reducing resolution time by 30%.
Education
General Studies Diploma -
Hightower High School
Missouri City, Texas01.2010
Skills
Types of Testing: API, End to End, Regression, Exploratory, Smoke
Software & Tools: JIRA, Zephyr, Confluence, Katalon Studio, Browserstack, Postman, Microsoft Office, Excel, SQL, Salesforce, EPIC, Facets, Macess, Slack
Honors Awards
- 2014 Service Hero Nominee (United Healthcare)
- 2017 Employee of the month Nominee (Acclara)
Timeline
Manual QA Engineer
Acclara
01.2017 - 04.2019
Jr. Test Engineer
Texas Childrens's Hospital The Health Plan
08.2015 - 08.2016
Technical Support Analyst
United Health Group C&S
07.2012 - 08.2015
General Studies Diploma -
Hightower High School