Summary
Overview
Work History
Education
Skills
Honors Awards
Timeline
Generic

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, Texas
01.2010

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
Dominique Williams