Shani M. Gray
Quality Assurance & User Acceptance Testing Analyst
Tulsa,OK
Summary
Experienced QA Analyst with a strong background in system testing, workflow validation, and cross-team coordination. Skilled in translating business needs into testable requirements and supporting end-user validation during system rollouts and enhancements. Recognized for calm problem-solving, analytical precision, and commitment to ensuring every system functions flawlessly before launch.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Senior Test Analyst
MetLife
01.2024 - 01.2025
- Led validation for IVR call-flow updates using Cyara, ensuring accurate routing, prompts, and customer experiences.
- Partnered with QA and development teams to log defects, confirm fixes, and verify production readiness.
- Authored detailed test scenarios and maintained documentation to ensure full requirement traceability.
- Collaborated with cross-functional teams to develop and implement automated testing solutions, enhancing efficiency in release cycles.
Scrum Leader
MetLife
01.2023 - 01.2024
- Facilitated daily stand-ups, sprint planning, and retrospectives to align Agile teams on priorities and deliverables.
- Monitored sprint velocity and backlog progress in JIRA, proactively identifying and resolving blockers.
- Fostered collaboration across product, QA, and engineering to ensure consistent, high-quality releases.
- Led cross-functional teams to implement Agile methodologies, improving delivery speed and adaptability across the organization.
- Mentored junior Scrum practitioners, promoting continuous improvement and team performance.
- Partnered with stakeholders to define project goals and user stories, aligning development efforts with business objectives.
QA Functional Analyst
MetLife
01.2021 - 01.2023
- Designed and executed functional and regression test cases in Salesforce, confirming data integrity and workflow accuracy.
- Supported User Acceptance Testing (UAT) by guiding testers, documenting feedback, and validating post-deployment fixes.
- Collaborated with developers to identify and resolve system defects, improving product reliability and user satisfaction.
- Developed comprehensive test plans to ensure software met business and technical requirements.
- Analyzed user stories and requirements to create traceable test cases, enhancing accuracy and test coverage.
- Conducted regression testing and reported results to stakeholders, ensuring timely resolution of critical issues and maintaining release timelines.
eBusiness Portal Support
MetLife
01.2013 - 01.2021
- Supported brokers, employers, and internal teams with portal access, eligibility, and enrollment issues.
- Supported Group Benefits operations by analyzing and resolving eligibility, enrollment, and billing discrepancies; partnered with IT and Account Management to ensure accurate coverage setup and seamless portal access.
- Handled escalated complaint cases requiring precision, documentation and consistent and follow through.
- Coordinated with Account Managers to ensure benefit groups and user configurations were correctly established.
- Led initiatives to enhance the eBusiness portal user experience, resulting in improved engagement and satisfaction.
- Collaborated with cross-functional teams to troubleshoot and resolve technical issues, ensuring seamless portal operations.
- Developed and implemented training materials for internal teams, increasing proficiency in portal functionalities and reducing repeat support requests.
Customer Service / Member Support
MetLife
01.2007 - 01.2013
- Assisted customers, employers, and brokers with benefits, claims, and coverage inquiries.
- Strengthened communication, problem-solving, and empathy skills that support effective stakeholder collaboration.
- Provided exceptional member support by resolving inquiries efficiently, enhancing overall customer satisfaction and loyalty.
- Streamlined customer service workflows, reducing response times and improving resolution rates.
Education
High School Diploma -
Tulsa Central High School
Tulsa05-2003
Skills
Salesforce
JIRA
Azure
Cyara
Target Process
ServiceNow
SharePoint
Microsoft Teams
Excel
Outlook
undefinedWebsites
Certification
SAFe 6 Practitioner – Scaled Agile Framework
Timeline
Senior Test Analyst
MetLife
01.2024 - 01.2025
Scrum Leader
MetLife
01.2023 - 01.2024
QA Functional Analyst
MetLife
01.2021 - 01.2023
eBusiness Portal Support
MetLife
01.2013 - 01.2021
Customer Service / Member Support
MetLife
01.2007 - 01.2013
High School Diploma -
Tulsa Central High School