Jeffrey Arellana
Hialeah,FL
Summary
Technical professional with 20+ years of experience in Software Testing ,Quality Assurance and Customer Service within an agile environment. Adept at analyzing requirements in order to develop and execute test plans to perform and ensure quality assurance. I bring an extensive proven track record of working in a fast-paced environment in addition to collaborating with cross-functional teams.
I'm also Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
26
26
years of professional experience
Work History
Carrier Support & API Analyst
Verizon Wireless (formerly TracFone Wireless)
01.1999 - Current
- Enhanced customer satisfaction by addressing and resolving service issues promptly and professionally.
- Communicated customer complaints, requests, and feedback to company management for swift resolution.
- Provided exceptional customer service through effective communication with clients at every stage of the process.
- Maintained the integrity of TracFone’s Intergate Application Programming Interface for provisioning by performing research and analysis of daily transactions to compile a report of trends that were negatively impacting customer experience.
- Assisted in improving the effectiveness of the API by evaluating defects identified within the Intergate code and proposing solutions, fixes and/or enhancements required with the purpose of addressing the issues or defects through CRs.
- Tasked with developing test plans then performing core and sanity regression testing of new code changes in both lower test environments as well as Production, all while simultaneously working with cross-functional teams to report defects and verify the success of the fixes/enhancements deployed.
- Responsible for monitoring and managing TracFone’s API queues using SQL Developer to ensure real time transactions were being processed as expected within TracFone’s business as usual standards and report issues should they arise.
- Implemented rework processes for day-to-day API transactions that failed to process successfully through the API by diagnosing the error using XML logs then resolving the failures using SQL Update queries until a permanent fix for the errors could be implemented via code change.
Education
Associate of Arts -
Miami Dade College
Miami, FLHigh School Diploma -
Hialeah Miami Lakes Sr
Hialeah, FL06-1990
Languages
English
Full Professional
Spanish
Full Professional
Skills
- Customer Service
- Problem-solving abilities
- Communication Skills
- Professionalism
- Teamwork skills
- Serve customers
Timeline
Carrier Support & API Analyst
Verizon Wireless (formerly TracFone Wireless)
01.1999 - Current
Associate of Arts -
Miami Dade College
High School Diploma -
Hialeah Miami Lakes Sr
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