Jacqueline Croom
Nashville,TN
Summary
Steadfast worker who delivers empathy and patience to connect with individuals on emotional level and provide support during difficult times. Excellent eye for detail and accurately assesses needs. Strives to provide best possible care and support.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Aetna (A CVS Health Company)
Franklin, Tennessee
01.2023 - Current
- Handled 30 customer issues via telephone; updating demographic information; providing plan information and claim status; verifying coverage and benefit information and navigating through various applications to solve problems; working with other teams to ensure successful handling of members requests; providing suggestions and ideas to improve processes within team.
QA Analyst
Drake Enterprises, LTD.
Antioch, Tennessee
01.2015 - 01.2019
- Manual testing of Drake Accounting Tax software; Effectively performed negative testing; in over 3 years, created 100’s of defects of issues and bugs found while testing; Documented defects in tracking tool JIRA; Continuously retested defects after code was completed to ensure they had been fixed and no additional issues were found; Effectively communicated with developers and accountants face to face and through phone calls to address issues found; Able to hone in and listen intently to what was being said and what was not, to ensure more than what meets eye was considered and tested; Uncanny ability to think as the user when testing application to be sure that it was user friendly.
QA Analyst
Comdata
Brentwood, Tennessee
01.2011 - 01.2015
- Worked on a newly developed Agile team as a Quality Assurance Analyst to perform manual testing; Proficient attention to detail and Proofreading of written documents ensuing that the documents were created with no mistakes, typos or grammatical issues; Proactively communicated face to face with the Application Developers regarding defects identified in the code; Entered approximately 50 defects per year into the tracking tool Compuware Track Record; Re-tested those defects to make sure that they had been fixed and no new issues were discovered; Collaborated with developers and subject matter experts to establish the appropriate test patterns and analyze tradeoffs between usability and performance needs; Team player who effectively worked with others to ensure the best product was given; Created over 20 different pieces of documentation including test cases and test plans per year and maintained excellent proofreading skills to eliminate any errors; Continued to be a person of integrity in my work that was trustworthy and competent to complete all tasks that were given on time to the customer.
Manual Tester
Contractor with VitalChek
Brentwood, Tennessee
01.2010 - 01.2011
- While a contractor I tested different Agencies in VPS (VitalChek Product Suite) for payment services on the WEB using the browser (IE) and verified payments via credit cards, debit cards, electronic business checks and/or electronic personal checks; verified Agency fees and product fees; set up POS terminals for different agencies; tested payments on the POS (Point of Sale) terminals for Payment Services Solution and verified payments and fees; effectively performed negative testing; successfully communicated by phone or face to face with team members as well as the development team; created approximately 30 defects in the JIRA application and ran various test cases in Quality Center; quickly learned the job to be able to independently perform the duties sufficiently with no issues while my team lead was out of the office for a week; known continuously as a hard worker who strived to do the job right the first time.; created numerous test plans and test cases that were entered and saved for follow-up.
Education
Bachelor of Arts - Political Science
Grambling State University
Grambling, LASkills
- Proofreading
- Dependability
- Self-Motivated
- Positive attitude
- Problem solving driven
- Effective communicator
- Organized
- Willingness to Learn
Author
- Inspirational Conversations With God
- Inspirational Moments With God/52 Week Devotional and Journal
Timeline
Customer Service Representative
Aetna (A CVS Health Company)
01.2023 - Current
QA Analyst
Drake Enterprises, LTD.
01.2015 - 01.2019
QA Analyst
Comdata
01.2011 - 01.2015
Manual Tester
Contractor with VitalChek
01.2010 - 01.2011
Bachelor of Arts - Political Science
Grambling State University