Monika Nagireddy

· Led QA automation efforts for Westpac Australia's Customer Service Hub core banking transformation, ensuring seamless system integration and robust performance.

· Increased test coverage by 30% by designing and executing comprehensive functional, regression, and end-to-end test cases for mortgage processes and home loan origination systems integrated with key service providers (Valex, PEXA, SAI Global, FMS).

· Reduced defect leakage by 25% through meticulous end-to-end test management, covering requirement analysis, planning, execution, and defect tracking via HP-ALM.

· Developed and maintained Selenium-based automation frameworks using Cucumber (BDD) and Java, reducing manual testing efforts by 40% per sprint and ensuring robust test automation.

· Enhanced test case reusability by implementing data-driven testing methodologies, improving efficiency and reducing maintenance efforts.

· Played a key role in migrating 100+ automation test scripts from a legacy framework to a BDD-based framework, ensuring seamless integration with third-party services.

· Developed automation scripts to validate backend system ODI files and mainframe testing, increasing accuracy in home loan data validation.

· Implemented Selenium Grid for distributed and cross-browser testing, reducing execution time by 35% and ensuring faster test cycles.

· Developed and executed cross-browser testing scenarios to ensure compatibility across various environments, improving application reliability.

· Maintained and optimized YAML, feature files, and JSON test data in Bitbucket, ensuring smooth version control and reducing merge conflicts.

· Performed SQL/database testing to validate backend processes, ensuring data integrity and consistency across systems.

· Integrated automated test execution into Jenkins CI/CD pipelines, reducing deployment time by 50% and improving overall software delivery speed.

· Conducted peer code reviews and Git repository management, ensuring clean, well-structured test scripts and effective collaboration.

· Worked in Agile environments, actively participating in sprint planning, retrospectives, and daily stand-ups to ensure alignment with project goals.

· Collaborated with DevOps teams to implement automated build validation checks, ensuring smoother and faster software releases.

· Highly self-motivated and adaptable professional with strong communication, presentation, and interpersonal skills, thriving in fast-paced, dynamic environments.

· Capable of working independently with minimal supervision, while also mentoring team members and collaborating effectively to drive project success.

· Flexible and results-driven, willing to adjust schedules, work extended hours, and coordinate with global stakeholders to meet critical deadlines.

· Delivered exceptional customer support for Uber’s global operations, managing both voice and non-voice processes with a 98%+ adherence to SLAs.

· Resolved 90%+ of customer inquiries on the first contact, reducing escalation rates and enhancing customer satisfaction.

· Assisted hundreds of customers daily, providing step-by-step technical troubleshooting and clear guidance to resolve issues efficiently.

· Contributed to a 20% improvement in resolution time by proactively identifying recurring customer concerns and optimizing response workflows.

· Created and maintained self-help resources and FAQs, reducing inbound customer queries by 15%.

· Maintained an average customer satisfaction (CSAT) score of 95%+, demonstrating professionalism, patience, and active listening skills.

· Analyzed customer complaint trends and proposed process improvements that decreased recurring issues by 25%.

· Collaborated with team leads and supervisors to improve operational efficiency, ensuring continuous adherence to quality benchmarks.

· Proactively escalated complex technical or policy-related concerns to relevant teams, leading to a 30% faster resolution for high-impact issues.

· Successfully adapted to rapidly changing business processes, showcasing flexibility and problem-solving abilities in a fast-paced, high-pressure support environment.