Heather Hough
Elizabeth,NJ
Summary
Technical professional merging QA testing expertise with extensive customer support experience, specializing in resolving complex issues and creating comprehensive documentation. Demonstrated success in collaborating with Product and Engineering teams, bringing unique emergency communications background that ensures calm, methodical problem-solving under pressure.
Overview
20
20
years of professional experience
Work History
Administrative Assistant
Kouvel Insurance
Bayonne, NJ
11.2024 - Current
- Driving customer success through multi-channel technical support, resolving complex platform issues while documenting solutions
- Collaborating with cross-functional teams to escalate and resolve user challenges, ensuring clear communication throughout
- Creating and maintaining knowledge base articles to empower user self-service and improve product adoption
- Tracking and analyzing user feedback to identify trends and communicate insights for product improvements
- Managing timely customer communications while maintaining accurate documentation of interactions
QA Software Tester
Quick Silver Systems
Bradenton, FL
09.2022 - 04.2024
- Partnered with Product and Engineering teams to troubleshoot technical issues and implement solutions
- Created user-focused documentation and guides to improve product understanding and adoption
- Led cross-functional collaboration to identify, document, and resolve complex technical challenges
- Utilized technical tools like MySQL Workbench and Chrome DevTools to investigate user-reported issues
- Maintained comprehensive documentation in Jira to track issue resolution and user communication
Software QA Engineer
Lingocard
Bradenton, FL
11.2021 - 09.2022
- Provided technical guidance to users across multiple platforms while maintaining detailed solution documentation
- Developed clear, actionable test cases to ensure consistent product experience across all user touchpoints
- Collaborated with Engineering teams to investigate and resolve user-reported technical issues
- Managed user feedback through Jira to ensure effective communication between users and development teams
- Created documentation to help users navigate platform features across various devices and environments
Dispatcher
Burlingame Police Department
Burlingame, CA
07.2005 - 04.2022
- Excelled in high-stakes support role requiring rapid problem assessment and clear communication
- Developed and maintained comprehensive documentation to support team knowledge sharing
- Created training materials to empower new team members and ensure consistent service delivery
- Coordinated complex multi-stakeholder communications while maintaining accurate records
- Implemented process improvements based on user feedback and operational insights
Education
Bachelor of Social Work - Social Work
Calvin University
Grand Rapids, MI06-1999
Skills
Proficient in learning new software and other technologies
Excellent customer service skills
Attention to detail and methodical approach to ensuring accurate data entry
Experienced in managing multiple tasks, deadlines, and priorities simultaneously
Skilled in maintaining organized records and files in compliance with regulations
- Experienced with SQA projects related to manual and automated testing of Desktop, Web, and Mobile products
- Competent in all types of testing including functional, GUI, smoke, and regression testing
- Understanding of SDLC testing methodologies, processes, and documentation
- Strong communication skills to interact with project team members, clients, and stakeholders as well as collaborate with the development team
Timeline
Administrative Assistant
Kouvel Insurance
11.2024 - Current
QA Software Tester
Quick Silver Systems
09.2022 - 04.2024
Software QA Engineer
Lingocard
11.2021 - 09.2022
Dispatcher
Burlingame Police Department
07.2005 - 04.2022
Bachelor of Social Work - Social Work
Calvin University
Similar Profiles
Seneca ZunigaSeneca Zuniga
Agency Owner at Zuniga Insurance Agency: Allstate InsuranceAgency Owner at Zuniga Insurance Agency: Allstate Insurance
Tina ReedTina Reed
Licensed Insurance Producer/CSR at FARMERS INSURANCE AGENCY/NAZE PERRY INSURANCE AGENCYLicensed Insurance Producer/CSR at FARMERS INSURANCE AGENCY/NAZE PERRY INSURANCE AGENCY
Lisa Mack ThornburgLisa Mack Thornburg
Account Manager at Commercial Risk Insurance / Thornburg Insurance ServicesAccount Manager at Commercial Risk Insurance / Thornburg Insurance Services
Joseph CastilloJoseph Castillo
Sales Associate at Calvin KleinSales Associate at Calvin Klein
BRIANNA PEREIRABRIANNA PEREIRA
FCCA ANALYST at Standard Chartered BankFCCA ANALYST at Standard Chartered Bank