Shalanda Thornton

• Oversaw document development across project workstreams to create internal control statements per compliance and regulatory standards.
• Performed internal system acceptance to deliver well-tested enhancements and meet business requirements.
• Troubleshoot incidents reported by end-users to schedule system changes and identify permanent solutions.
• Communicated and explained business requirements to team members to understand and implement functional demands.
• Proved successful working within tight deadlines and fast-paced environment.
• Collaborated with upper management to drive strategy and implement new processes.
• Excellent communication skills, both verbal
• User acceptance sign-off testing completed by third-party vendor
• Collaborated with third-party vendors to determine priorities, and gather information for strategic planning
• Collaborated with business users, tech leads, and third-party vendors to gather requirements and data transaction information
• Responsible for defect tracking and appropriate resolution
• Working with stakeholders to define and refine requirements for new services and functionalities

• Proposing system solutions that align with business strategy
• Facilitating the design, testing, and implementation of digital systems
• User acceptance sign-off testing completed by a third-party vendor
• Collaborated with third-party vendors to determine priorities, and gather information for strategic planning
• Collaborated with business users, tech leads, and third-party vendors to gather requirements and data transaction information
• Designed and updated test cases to complete consistent manual tests.
• Mitigated issues by identifying bugs within the system and applying troubleshooting methods.
• Reviewed project requirements, created test scenarios, and participated in the testing of the legacy system for the update to a new one.
• Ran automation scripts using UFT to maintain organizational efficiency.
• Met with Project Managers and Business partners to discuss requirements and automation processes.
• Worked with off-site teams to complete timely tests

and facilitate smooth product releases.

• Documented identified defects using Jira and Helix and helped developers complete further testing and resolve issues

• User acceptance sign-off testing completed by third-party vendor
• Collaborated with third-party vendors to determine priorities, and gather information for strategic planning
• Writes and maintains detailed test cases/scripts aligned with user and business needs
• Coordinates and participates in all testing activities, including planning, designing, scripting, execution, and reporting
• Participates productively in meetings with multiple participants
• Work with business stakeholders to define acceptance criteria
• Review of user stories, business requirements, and functional requirements, identifying gaps, and formation of test scripts based on regulatory and business needs
• Full test lifecycle oversight, organizing functional and end-to-end testing for instance feedback and continuous integration
• Designed and updated test cases to complete consistent manual tests
• Mitigated issues by identifying bugs within system and applying troubleshooting methods
• Reviewed project requirements, created test scenarios, and participated in testing of legacy systems
• Met with Project Managers and Business partners to discuss requirements and automation processes
• Worked with off-site teams to complete timely tests and facilitate smooth product releases
• Consulted with product owners and developers to fully understand intended features and functionality
• Tracked software bugs and detailed information regarding findings and resolution techniques in documentation for Business Owners
• Operated under Agile and Scrum frameworks to complete releases and well-organized sprints.
• Completed in-depth usability testing on Windows, Android, and iOS mobile devices.
• Kept scripts and test cases updated with current requirements.
• Developed and maintained defect databases for known issues.
• Incorporated delivery requirements into planning of testing schedules.
• Completed pre-implementation testing for new system modifications to assess potential impacts.
• Advised developers on problems with databases, performance and other issues.
• Monitored resolution of bugs, tested fixes, and helped developers tackle ongoing problems by providing QA perspective.
• Authored and maintained well-organized, efficient, and successful manual test cases.
• Tested functionality and compatibility of new programs or updates in comparison to existing applications.
• Documented testing procedures for developers and future testing use.
• Cultivated interpersonal skills by building positive relationships with others.

• Displayed strong telephone etiquette, effectively handling difficult calls
• Handled client inquiries with exceptional professionalism and enthusiasm
• Informed customers about product lines and services offered by company
• Documented conversations with customers to track requests, problems, and solutions
• Assisted customers in making payments on accounts and setting up payment plans
• Supported company and clients, including addressing inquiries, resolving issues, and managing customer relations
• Established and restructured new and existing policies, processes, and procedures
• Verified policyholder data, including age, contact number, and physical address
• Complied with confidentiality regulations in handling customer information
• Instructed clients on amounts covered under benefits plans in easy-to-understand terminology
• Corresponded with insurance customers and agents to obtain or relay information on account status changes
• Updated patient and insurance data and input changes into company's computer system
• Handled modification and updating of policies.