Hi, I’m
Jessica Romine
Huber Heights,OH
Summary
At Klarna, I spearheaded quality assurance for SAP CRM implementations, enhancing system reliability and user satisfaction through meticulous testing and problem-solving. My adeptness in technical analysis and exceptional communication fostered cross-functional collaboration, driving significant process improvements and ensuring seamless project deployments.
Overview
1
Certification
11
years of professional experience
Education
Central State UniversityWilberforce, OH
Certification from Project Management
07.2024
Troy High SchoolTroy, OH
High School Diploma
05.2013
Skills
- Material Selection
- Improvement Recommendations
- Technical Analysis
- Framework Development
- Test case development
- Testing plans
- Business Process Analysis
- Workflow configuration
- User Acceptance Testing
- Adaptability and Flexibility
- Excellent Communication
- Client Relationship Management
Timeline
Quality Assurance Analyst
Klarna
01.2022 - 02.2024
Senior Quality Assurance Specialist
Englewood Truck
10.2017 - 03.2021
Quality Assurance Specialist
Teleperformance USA
10.2014 - 10.2017
Customer Experience Specialist
GE Finance
05.2013 - 10.2014
- Client Service: Contact Control Strategies - 2020
- Client Service Foundations - 2020
- Microsoft Office - 2019
Central State University
Certification from Project Management
Troy High School
High School Diploma
Work History
Klarna
Quality Assurance Analyst
01.2022 - 02.2024
Job overview
- Conducted rigorous testing and quality assurance protocols for SAP CRM implementations, ensuring adherence to industry standards and regulatory requirements.
- Developed and executed comprehensive test plans, test cases, and scripts to validate system functionalities, configurations, and customizations within SAP CRM environments.
- Utilized problem-solving skills to identify, prioritize, and resolve software defects and issues, maintaining high standards of system reliability and user satisfaction.
- Collaborated with cross-functional teams including developers, business analysts, and project managers to ensure smooth deployment and integration
- Played a pivotal role in user acceptance testing (UAT), gathering feedback, and implementing improvements to enhance user experience and system usability.
- Contributed to continuous improvement initiatives by providing insights and recommendations based on QA findings, driving process efficiencies and system enhancements.
Englewood Truck
Senior Quality Assurance Specialist
10.2017 - 03.2021
Job overview
- Provided weekly routine updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Fixed identified issues to increase productivity and boost workflows.
Completed biweekly deviation forms and recorded findings of inspection process, collaborating with quality team members and department managers to implement procedural remedies. - Educated employees/stakeholders monthly on specific QA standards and confirmed maintenance of standards.
- Implemented process improvements to increase productivity in quality assurance operations.
- Fixed identified issues to improve workflows.
- Fixed identified issues to increase productivity and boost workflows.
Teleperformance USA
Quality Assurance Specialist
10.2014 - 10.2017
Job overview
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Promoted adherence to quality standards by educating service agents on quality control.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Collected and analyzed activity data and initiated, developed and recommended improvements to systems, processes and procedures to increase productivity and reduce cost.
GE Finance
Customer Experience Specialist
05.2013 - 10.2014
Job overview
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Documented customer interactions in internal database to maintain customer service history details.
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Engaged in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.
- Maintained extensive knowledge of company products to recommend items aligned with customer needs.
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