William Molina
Sanford
Summary
Dynamic UAT Test Analyst with proven expertise at Frontier Communications, excelling in test case design and user acceptance testing. Achieved high customer satisfaction by optimizing system performance and fostering collaboration. Renowned for exceptional communication and organizational skills, successfully managing multiple projects while ensuring quality and timely delivery.
Overview
14
14
years of professional experience
Work History
UAT Test Analyst
Peoples INC
04.2025 - 10.2025
UAT Test Analyst
Frontier Communications
08.2019 - 03.2025
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Planned, designed, and scheduled phases for large projects.
- Met project deadlines without sacrificing build quality or workplace safety.
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Analyzed project performance data to identify areas of improvement.
- Maintained open communication by presenting regular updates on project status to customers.
- Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track.
- Developed strong relationships with stakeholders through regular communication updates, fostering trust and confidence in the team''s ability to deliver results.
- Assisted in developing training materials for end-users based on UAT feedback and findings.
- Achieved high levels of customer satisfaction by ensuring delivered products met or exceeded expectations for functionality, reliability, performance.
- Optimized system performance with thorough load, stress, and scalability testing activities across multiple platforms.
- Promoted a culture of quality assurance within the organization by sharing knowledge about UAT best practices among peers.
- Collaborated with developers to identify, document, and resolve defects in a timely manner.
- Developed and maintained defect databases for known issues.
- Incorporated delivery requirements into planning of testing schedules.
Customer Care Team Lead
Frontier Communications
08.2016 - 08.2019
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Implemented and developed customer service training processes.
- Trained new personnel regarding company operations, policies and services internally and externally
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Conducted customer satisfaction surveys to gather feedback and identify areas for improvement.
- Handled escalated customer concerns, resolving situations satisfactorily and restoring clients'' confidence in the company.
Customer Care Representative
Frontier Communications
08.2011 - 08.2016
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Navigated multiple computer systems and applications to find information.
- Streamlined call response times for improved customer experience through effective communication techniques.
- Identified and resolved discrepancies and errors in customer accounts.
- Enhanced customer satisfaction by implementing efficient problem-solving techniques and providing timely solutions.
- Identified opportunities for upselling or cross-selling products during interactions, increasing revenue generation potential.
Education
High School Diploma -
Pine Ridge High School
Deltona, FL05-2000
Skills
- Test case design
- Manual testing
- End-to-end testing
- Test execution
- User acceptance testing
- Regression testing
- System testing
- Test documentation
- Test planning
- Multitasking
- Reliability
- Excellent communication
- Organizational skills
Languages
English
Full Professional
Spanish
Full Professional
Timeline
UAT Test Analyst
Peoples INC
04.2025 - 10.2025
UAT Test Analyst
Frontier Communications
08.2019 - 03.2025
Customer Care Team Lead
Frontier Communications
08.2016 - 08.2019
Customer Care Representative
Frontier Communications
08.2011 - 08.2016
High School Diploma -
Pine Ridge High School
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