Stephanie Dumas-Poirier
Saratoga Springs,NY
Summary
Client-focused QA and Product Quality professional with over 15 years of diverse experience in Customer Success, Support Account Management, and Quality Assurance. Renowned for fostering strong client relationships and collaborating effectively with customers and internal teams to identify issues, solve complex problems, and enhance overall product usability. A user-first mindset drives contributions to UI testing, workflow validation, and feature evaluation, ensuring software aligns with real client needs and business objectives. Proficient in QA automation tools and modern development environments, including IntelliJ, GitHub, CoPilot, and AI-assisted tools such as ChatGPT, while excelling in exploratory testing and advocating for the customer voice throughout the product lifecycle.
Overview
20
20
years of professional experience
Work History
QA Automation Developer
Higher Logic
Saratoga Springs
01.2020 - Current
- Overseeing release coordination and cross-team communication
- Collaborate closely with Product and Engineering teams to define requirements, ensure testability, and confirm readiness for release.
- Lead regression and usability testing initiatives to ensure platform stability, functionality, and a seamless user experience.
- Develop and maintain automated test scripts using IntelliJ, Cursor, Selenium WebDriver, Java, TestNG, and Maven, significantly improving test efficiency and coverage.
- Design and execute detailed manual test plans to validate feature enhancements and core platform workflows.
- Leverage GitHub and GitHub Copilot for managing automation workflows and accelerating script development with AI-assisted coding.
- Integrate AI tools (e.g., ChatGPT) to support test planning, streamline debugging, and improve QA documentation.
- Execute complex SQL queries for back-end data validation across multiple testing environments.
- Track and triage defects using Jira, coordinating cross-functionally to ensure accurate resolution and retesting.
- Support CI/CD processes by integrating automated testing into deployment pipelines, enabling faster, reliable feedback loops.
- Participate in performance and load testing to evaluate scalability and system reliability under varying conditions.
- Report on test coverage metrics to identify risk areas and guide test strategy improvements.
Senior Customer Support Specialist
Higher Logic
Saratoga Springs
01.2017 - 12.2019
- Acted as product SME and team lead, managing high-complexity client issues and driving resolution through in-depth troubleshooting and platform knowledge.
- Delivered efficient support solutions to cross-functional teams and clients, balancing technical precision with customer focus.
- Oversaw daily helpdesk operations, ensuring timely responses and consistent service quality across all incoming cases.
- Identified and escalated high-impact technical issues to Application Engineering and Product teams for deeper investigation.
- Conducted individualized and group training to empower internal teams and clients to resolve recurring technical issues.
- Contributed to quality assurance of bug fixes and new features through collaboration with Product and Engineering teams.
- Served as the voice of the Support Team during MA Pro product development discussions, advocating for client needs and recurring support trends.
Executive Client Account Manager
Higher Logic
Saratoga Springs
01.2011 - 12.2017
- Managed 90+ strategic accounts with a 98% annual renewal rate through proactive relationship building, data-driven insights, and tailored support.
- Provided advanced troubleshooting and platform guidance, specializing in Informz marketing automation and database integration strategies.
- Identified technical issues for escalation and provided remediation guidance to avoid engineering intervention when possible.
- Consulted clients on leveraging platform capabilities to meet business objectives, including audience segmentation, campaign design, and database syncing.
- Upsold new features and services, contributing to increased product adoption and revenue growth.
- Facilitated regular client check-ins to review performance metrics, discuss campaign strategy, and introduce new platform enhancements.
- Developed foundational technical skills in HTML/CSS to support client needs and improve troubleshooting effectiveness.
- Known internally as the go-to resource for difficult cases and complex client environments.
Business Development – Account Manager / Sales
CommerceHub/BuySpace
Clifton Park
06.2011 - 10.2012
- Prospected and qualified supplier accounts to meet the procurement needs of large e-commerce buyers.
- Conducted discovery calls and WebEx demos with decision-makers to gather business requirements and showcase the BuySpace platform.
- Partnered with CommerceHub to ensure supplier alignment with retailer expectations, contributing to platform growth and success during launch.
- Documented and tracked all lead activity using Salesforce to provide visibility into sales pipelines and deal progression.
- Exceeded launch-period sales targets consistently by securing supplier participation and converting qualified leads.
- Served as a liaison between suppliers and buyers, translating business needs into actionable onboarding strategies.
Manager – Inside Sales / Customer Service
Guyson Corporation of U.S.A.
Saratoga Springs
02.2006 - 06.2011
- Managed inside sales and customer service operations, directly contributing to over $1.5M in net sales through key account acquisition and retention.
- Hired, trained, and supervised Customer Service Representatives to improve service consistency and client satisfaction.
- Developed and implemented customer service policies; introduced a SharePoint-based system to document resolutions and reduce repeat issues.
- Recognized with the “Outstanding Service” award for revitalizing client relationships and resolving complex service cases.
- Presented tailored sales proposals and marketing materials to executive-level decision-makers at national corporations.
Education
Bachelor of Science - Business Administration
Walden University
01.2007
Associates Degree - Marketing
Suny Adirondack
01.2005
Skills
Quality Assurance & Testing
- Automated testing
- Performance testing
- User experience optimization
Technical & Development Skills
- Java programming / Intellij proficiency
- Version control expertise
- Database querying
- CoPilot proficiency
- AI language model
Tools & Workflow Management
- Jira issue tracking
- Continuous improvement
Client & Customer Engagement
- Client relationship management
- Effective issue resolution
- Technical support
Interpersonal & Leadership Strengths
- Strong interpersonal skills
- Effective communication
- Effective leadership
Timeline
QA Automation Developer
Higher Logic
01.2020 - Current
Senior Customer Support Specialist
Higher Logic
01.2017 - 12.2019
Business Development – Account Manager / Sales
CommerceHub/BuySpace
06.2011 - 10.2012
Executive Client Account Manager
Higher Logic
01.2011 - 12.2017
Manager – Inside Sales / Customer Service
Guyson Corporation of U.S.A.
02.2006 - 06.2011
Associates Degree - Marketing
Suny Adirondack
Bachelor of Science - Business Administration
Walden University