Sima Khaleque

• Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction using Zendesk, Kustomer, Sprout and Facebook
• Knowledge base tools used Guru, Nexcellation and OneNote
• Utilized Xadmin/Solidus tools to manage customer account t requests, orders, refunds, and credits
• Use of Adobe Connect/Skype as collaboration team tools

Key accomplishment:

• Customer support rep of the month certificate

• Adobe Connect leveraged to assist and coach agents during customer calls as well as responsible for email escalations
• Conducted quality appraisals to communicate learning opportunities, and successes and improvements
• Managed agent schedules and expectations to ensure adherence
• Prepared agent KPI dashboard and QA Score/Client dashboard/reports
• Fosdick and Shopify tools used for order management
• Maintained product and process knowledge base
• Developed training videos and quizzes using Google forms
• Slack utilized to communicate with client technical teams

• Collaborated with global teams to schedule and perform regression
• Participated in quality assurance meetings to discuss current projects and developments
• Training of relevant groups on how to leverage HP's Quality Center for defect tracking as well as use of JIRA
• Guided test effort for Purchase Order Management, Receipt Forecasting Report and Trade Matrix Merchandise
• Oversaw testing resources with Supply Chain business unit with budget of $1.5 million
• Involved in simplification of existing technologies and applications, and transition to Oracle COTS applications including budget of $6 million
• Determined ROI of automation processes and tools

Key accomplishments:

• Promoted to senior lead after one year
• Team Award

• Participated/documented design of system acceptance, smoke, regression, functional and UAT testing including Section 508 compliance
• Guided processes for Software as a Service (SaaS) offering
• Implemented agile-driven processes
• Scrum Master managing local and global development and Quality Assurance personnel
• Managed development and QA teams to release I18N & L10N versions
• Organized global partner forums in Dallas, Texas, and Dublin, Ireland
• Oversaw automation and performance testing processes resulting in $1 million annual savings and 40% reduction in customer defects

Key accomplishments:

• Outstanding Woman Award at BMC
• Certificate of Appreciation for DreamForce Event for Cloud Software
• Drive-to-5 Star Award
• Team Award for Excellence

• Led high-performing quality assurance teams
• Designed/outlined QA strategy for test plans, test matrices, and checklists
• Trained and mentored US based staff
• Conducted reviews, 1:1 supervision and performance appraisals with staff
• Manually tested release of first web-based solution
• Participated in testing effort on MS SQL and Oracle back ends
• Actively involved in preparation of testing environments/testing
• Engaged in direction and design of functional aspects of core software
• Setup operations in India as well as actively involved in preparation of environments and management of offshore teams

Key accomplishments:

• Transferred from UK office to USA office due to product expertise
• Promoted to Team Lead within months and then promoted to Manager
• India Launch Team Award