Megan Rodriguez
Winter Haven
Summary
Dynamic Quality Assurance Analyst with a proven track record at Resultscx, excelling in cross-functional collaboration. Spearheaded initiatives that minimized defect rates and enhanced product reliability, while mentoring junior analysts to foster a culture of continuous improvement. Committed to delivering exceptional customer satisfaction through rigorous quality processes.
Overview
6
6
years of professional experience
Work History
Quality Assurance Analyst
Resultscx
11.2021 - 01.2026
- Led comprehensive testing and analysis of software applications to uphold quality standards.
- Facilitated collaboration with development teams to identify and rectify defects throughout software lifecycle.
- Designed and implemented comprehensive test plans, cases, and scripts to validate system functionalities.
- Facilitated documentation management for testing processes and procedures to uphold compliance standards.
- Oversaw application performance monitoring and delivered feedback to enhance continuous improvement initiatives.
- Facilitated cross-functional meetings to convey testing results and project updates.
- Leveraged automated testing tools to optimize efficiency and accuracy in test execution.
- Mentored junior analysts in quality assurance best practices and testing methodologies.
- Guided and developed team members in quality assurance topics and strategies.
- Facilitated regular meetings with cross-functional teams to discuss progress updates and address challenges.
- Communicated progress on test metrics and results to project stakeholders.
- Oversaw adherence to industry regulations and standards, ensuring compliance throughout quality assurance processes.
- Optimized quality assurance processes to enhance operational efficiency.
- Facilitated communication between QA team and cross-functional departments, including development, customer support, and product management, to ensure project alignment.
- Spearheaded quality assurance initiatives, fostering a culture of continuous improvement and excellence in product development.
- Minimized defect rates by conducting thorough code reviews and collaborating with developers to resolve identified issues promptly.
- Facilitated a work environment emphasizing quality communication, collaboration, integration, and teamwork.
- Facilitated training sessions for junior QA analysts to elevate skills and knowledge of industry best practices.
- Guaranteed customer satisfaction by validating product specifications and functionality prior to release.
- Facilitated collaboration with development teams to identify, track, and resolve software defects efficiently.
- Enhanced product reliability by implementing comprehensive testing protocols and verifying software compliance with established standards.
- Optimized QA processes, significantly reducing testing cycle time through implementation of automated testing tools.
- Led development and maintenance of comprehensive documentation, encompassing test cases, results, and improvement recommendations.
- Analyzed and documented discrepancies between expected and actual outcomes to enhance software quality.
- Enhanced stakeholder confidence by delivering comprehensive QA reports and insights during project review meetings.
- Spearheaded successful launch of multiple high-stakes projects by prioritizing critical test areas and optimizing resource allocation.
- Facilitated collaboration with development teams to clarify requirements and enhance bug resolution efficiency.
- Facilitated team collaboration by sharing best practices and insights to enhance testing protocols.
- Facilitated communication between QA and development teams to expedite bug fixes and feature enhancements.
- Facilitated training sessions for new QA analysts to enhance departmental efficiency and promote knowledge sharing.
- Established comprehensive documentation of testing procedures to enhance developer efficiency.
- Maintained scripts and test cases in alignment with evolving requirements.
Customer Service Representative
Resultscx
11.2019 - 11.2021
- Addressed customer inquiries through proficient communication via phone and email.
- Facilitated troubleshooting of product issues to improve customer satisfaction.
- Recorded customer interactions utilizing CRM software to ensure precise documentation.
- Facilitated collaboration among team members to optimize workflow processes.
- Delivered comprehensive product information and support to empower informed purchasing decisions.
- Facilitated escalation of complex issues to relevant departments for prompt resolution.
- Navigated high-stress situations with composure, ensuring professionalism while resolving disputes and conflicts.
- Addressed customer complaints with empathy, fostering loyalty and encouraging repeat business.
- Resolved escalated calls with efficiency, ensuring satisfactory outcomes for customers and the organization.
- Addressed customer inquiries regarding products, services, and company information.
- Elevated customer satisfaction by proactively resolving concerns and delivering precise information.
- Cultivated in-depth product knowledge to deliver tailored recommendations aligned with customer needs.
- Cultivated strong customer relationships through active listening techniques, enhancing client retention and satisfaction.
- Oversaw meticulous documentation of customer interactions to ensure effective follow-up and issue resolution.
- Facilitated customer navigation of company website and streamlined online order placement.
Education
No Degree - Nursing
Polk State College
Winter Haven, FLSkills
- Quality assurance
- Test case design
- Automated testing
- Software debugging
- Performance monitoring
- Cross-functional collaboration
- Documentation management
- Compliance standards
- Training and mentoring
- Stakeholder communication
- Continuous improvement
- Customer satisfaction validation
- Risk assessment
- Quality processes
- Mentoring and training
- Issue resolution
- Quality assurance controls
- Call monitoring
- Collaboration and communication
- Group presentations
- SharePoint
- Project management
- Quality management
- Peer relationships
- QA planning
Additional Information
Customer Service Representative with proven success supporting WellCare, FIS, and Medicaid accounts. Demonstrated expertise in member support, benefits explanation, issue resolution, and accurate documentation while adhering to HIPAA and company standards.
Timeline
Quality Assurance Analyst
Resultscx
11.2021 - 01.2026
Customer Service Representative
Resultscx
11.2019 - 11.2021
No Degree - Nursing
Polk State College