Monique Marenco
San Leandro,CA
Summary
Dynamic Information Technology Software Test Engineer with extensive experience in Quality Engineering, specializing in web UI and IVR testing. Expertise spans all phases of the software development lifecycle, with proficiency in Agile Scrum and Waterfall methodologies. Proven track record of delivering high-quality solutions across diverse platforms, including Digital, Facets, Salesforce, Pega, IVR/Telephony systems, payment processing, and AI-based solutions. Skilled in managing multiple priorities in fast-paced environments while upholding industry best practices in Quality Engineering and ensuring the delivery of reliable, high-performing applications under pressure.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Senior Quality Engineer
Blue Shield of California
Oakland, CA
03.2014 - 09.2025
- Supported production releases and end-to-end testing efforts for voice and conversational AI platforms, leading IVR automation through CI/CD pipelines, coordinating offshore teams, and ensuring cross-functional alignment across Development, Business, and QA stakeholders.
- Built strong partnerships with project managers and business analysts to ensure seamless collaboration and project execution.
- Ensured smooth and timely project delivery across the software development lifecycle by aligning testing efforts with business goals.
- Actively participated in Agile ceremonies, including sprint planning, daily stand-ups, and retrospectives, to maintain alignment with development timelines and priorities.
- Developed, implemented, and sustained comprehensive test plans and scripts for IVR applications, ensuring optimal functionality of voice prompts, call flows, and system integrations.
- Streamlined testing processes by automating IVR test cases with Cyara to ensure consistent results.
- Managed vendor team resource allocation and capacity planning, optimizing productivity and meeting dynamic project needs.
- Coordinated and led onshore and offshore testing teams to ensure adherence to project goals and quality benchmarks.
- Collaborated with development, telephony, and business teams to validate IVR system requirements, call routing logic, and backend integrations.
- Monitored IVR CI/CD pipelines to enable rapid delivery cycles and support continuous improvement efforts.
- Analyzed IVR call logs to identify and resolve defects in partnership with developers and the Voice channel team.
- Spearheaded testing of payment processing, ensuring accuracy of financial transactions.
- Analyzed and optimized payment workflows to streamline financial transactions and improve service delivery.
- Supported PCI compliance payment transactions
- Executed API service validations utilizing Insomnia to troubleshoot issues and ensure compliance with business and performance standards.
- Utilized SQL and Oracle queries to validate backend data within Facets applications, ensuring accuracy and integrity.
- Participated in testing initiatives involving generative and conversational AI technologies.
- Analyzed UI requirements and delivered actionable feedback to optimize usability and functionality.
- Verified call routing accuracy by testing call flows against routing matrices, ensuring proper handling based on business logic, caller input, and time-based conditions.
- Led quality assurance initiatives to enhance product reliability and compliance with industry standards.
- Developed and implemented testing protocols to ensure software quality and performance metrics were met.
Customer Service Consultant
FedEx Office
San Leandro, CA
06.2010 - 03.2014
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Handled escalated complaints with professionalism, ensuring satisfactory resolutions for customers.
- Responded to customer requests for products, services, and company information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Education
Associate degree (AA) - Liberal Arts
Chabot College
Hayward, CASkills
- Quality Assurance
- System Integration
- Regression & Smoke Testing
- SDLC & Agile Methodologies
- Defect Validation & Reporting
- IVR Testing
- Test Plans & Execution Processes
- Budget Management
- Resource Management
- Call Flows
- Attention to detail
- Time management
- Continuous improvement
- Requirements gathering
- MySQL
- Excellent communication
- Multitasking Abilities
- Relationship building
- Cross-functional teamwork
- API Service Validation
Certification
SAFe Practitioner
Training
- UFT (11.5/12)
- Azure
- Dynatrace
Languages
Spanish
Native or Bilingual
Timeline
Senior Quality Engineer
Blue Shield of California
03.2014 - 09.2025
Customer Service Consultant
FedEx Office
06.2010 - 03.2014
Associate degree (AA) - Liberal Arts
Chabot College