Francella Fernandez Castro
I’m Francella Fernández Castro, a QA & UAT-focused Senior Web Coach and Web/tech support specialist with 11 years of experience improving product quality, customer experience, and digital interfaces.
About
I’m Francella Fernández Castro, a QA & UAT-focused Senior Web Coach and Web/tech support specialist with 11 years of experience improving product quality, customer experience, and digital interfaces. I turn user and support insights into clear, developer-ready bug reports and actionable product feedback, making sure fixes are well tested before release.
I enjoy digging into complex issues—whether it’s HTML/CSS layout breakage, reproducing tricky system bugs, or tracing likely root causes through browser tools and diagnostic evidence. I handle UAT and regression testing, support developer collaboration, and help teams spot both UX regressions and secondary issues, while also maintaining strong customer-facing and internal documentation.
- 14 years' experience
- Joined September 2026
Industry experience
- Software & Internet
- Computers & Electronics
- Financial Services
- Professional Services
- Education
- Media & Entertainment
More experts in San José, Costa Rica
Work experience
Coached teams and ensured strong release quality through QA and UAT activities: reproducing complex issues, isolating likely causes, and producing developer-ready bug reports with expected vs. actual behavior and diagnostic evidence (e.g., HAR files, DOM inspection, and screen recordings). Performed UAT on developer fixes ahead of releases, including edge-case coverage to catch UX regressions and surface secondary issues, then converted recurring support patterns into actionable dev and UX tickets that informed feature refinements.
Provided remote technical support and troubleshooting for customer issues across web and infrastructure components. Resolved problems spanning DNS/SSL/record configuration and services like cPanel and Cloudflare, including email deliverability concerns (MX, SPF, DKIM, DMARC). Diagnosed integration issues involving REST APIs, webhooks, Zapier, Google Maps, reCAPTCHA, and Google Search Console, and translated technical concepts into clear language for non-technical business owners.
Handled high-volume phone support for credit card account matters including balances, disputes, and transactions. Investigated account discrepancies to determine root cause and documented interactions while ensuring compliance with financial services guidelines.
Education
Certifications and awards
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