Sri Lakshmi

● Involved in pre - testing that included reviewing and studying the functional and performance requirement document for developing test plans and test cases.

● Conducted walkthroughs with the team reviewing the test plans and test cases for team input and baselining the test plan using the Agile test Methodology.

● Prepared a detailed test schedule and Test Metrics on a weekly basis for the project members to know the status of the QA Process.

● Reviewed requirements for project and designs for performance risks. Responsible for giving feedback to the development team with possible improvements and discovering performance issues/benchmarks.

● Solid experience and understanding of Web Services (REST) and SOAP.

● Involved in creating automation test suites for progression & regression testing in SOAPUI. The messaging formats included SOAP over HTTP & REST based clients with XML payload.

● Performed Compatibility testing of applications for dynamic and static content of browsers using HTML Ids and XPath in Selenium

● Prepared Test Cases for functional and UAT testing

● Creation and maintenance of automation framework in Selenium for UI testing.

● Created Selenium test automation framework based on UI mapping.

● Extensively involved in developing and completing Functional testing as required Worked closely with developers and Business teams in resolution of technical issues.

● Involved in testing the backend Database; retrieved the data from the tables using SQL Queries.

● Implemented a Continuous Delivery pipeline with Docker, Jenkins and GitHub. whenever a new GitHub branch gets started, Jenkins, our Continuous Integration server, automatically attempts to build a new Docker container from it.

● Tested all the applications in Dev, Quality and Production environments.

● Reported the defects, tracked the defects and attended daily meetings

● Created effective test cases to validate functional requirements on a software system across multiple applications .

● Status updates using JIRA to Project Managers and Bug tracking using JIRA.

● Participate in grooming, estimating, planning, and retrospective meetings.

● Hands-on experience in testing Web Services /XML /SOAP and RESTful services.

● Created automated test scripts using Test Complete, Selenium and Junit.

● Automate the GUI test cases with Selenium using Java and

performed automation testing and authored test scripts using Selenium WebDriver, Selenium Grid, and TestNG.

● Tested SOAP and REST web services using SOAP UI tool. ● Involved in preparing Hybrid Framework using Page Object Model, Keyword and Data driven for automating the application.

● Wrote test cases, implemented ran and added versions and iterations using Test Manager for positive, negative and END-TO-END Test cases.

● Coordinated with Developers for Defect analysis and performed Regression Testing.

● Used Firebug, Fire Path to debug, edit and locate the objects based on ID, Name, XPath, CSS Selector,Link, Partial Link, Attributes and Tags.

● Performed Database testing using SQL queries.

● Reporting any defects/observations on a day to day basis.

• Supported both voice and non-voice (chat) in terms of process needs.
• Managed high-stress situations effectively, maintaining professionalism under pressure, while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
• Developed rapport with customers through active listening skills, leading to higher retention rates, and positive feedback from clients.
• Handled high-volume chat interactions during peak hours while maintaining a professional demeanor at all times.
• Adapted the communication style according to individual customer preferences, creating a tailored support experience.
• Met or exceeded performance metrics for response time, issue resolution, and customer satisfaction ratings, regularly.

• Company Overview: Telecom (Voice & Non Voice) Client: Telstra (Assurance)
• Respond to Inbound calls and make necessary Out bound calls and follow procedures and scripts, using knowledge based informative systems or CRM system(s)
• Supporting Voice and Non-Voice environment (Chat) in terms of process needs
• Meet Quality Assurance, production requirements, and other key performance metrics
• Listen attentively to customer needs, concerns & demonstrate empathy
• Assist team members in maintaining their NPS, Stacks and collecting sensitive case documents to ensure service level standards are met
• Submit daily progress reports and ensure the data is accurate according to the client requirements
• Support and enforce call center expectations as well as departmental and corporate policies and procedures
• Track and escalate case issues, as needed
• Performing other duties as may be assigned by management as per the process requirements
• Track and record activity on accounts and help to close the deals to meet these targets
• Research and develop a thorough understanding of the company's people and capabilities
• Telecom (Voice & Non Voice) Client: Telstra (Assurance)
• Ability to handle escalation of ITR (Inbound Technical Requirement) calls
• Sound Knowledge in using Siebel and NATAMA (CRM)
• Handful of experience in MS office
• Ability to work on Backend Ticketing tools like CAT (customer Advisory Tool), T&DM, Modini, Splunk, MOCHA, CAPTURE, CMS & SMS
• Accurate records keeping