Available to hire
I am a results-driven QA and customer service professional with over 4 years of experience across retail and technology domains. I specialize in quality assurance, software testing, and customer service management, delivering reliable software and exceptional service outcomes.
I excel at building efficient QA cycles, automating tests with Selenium, Python, and Postman, and collaborating with cross-functional teams to meet release goals. I also enjoy turning data into insights with Power BI and continuously optimizing processes to improve customer satisfaction and system reliability.
Skills
Work Experience
Customer Service Manager at Entain
March 1, 2023 - PresentResolved customer inquiries and escalations with empathy, achieving 30% higher first-contact resolution, 20% reduced churn, and 95% satisfaction in post-resolution feedback surveys. Partnered with cross-functional departments and refined communication channels, improving response coordination and decreasing average handle time (AHT) by 15% within service and retail functions. Coordinated with external vendors for service-related issues, accelerating resolution turnaround and maintaining SLA compliance for all service channels. Implemented quality monitoring across inbound and outbound teams while training new members on CRM tools and complaint handling, enhancing response precision and ticket closure consistency. Analyzed daily retail operations using Power BI under strict timelines, completing 95% of assigned tasks while maintaining service quality and adherence to organizational standards.
Test Engineer at Victoria's Secret Co
October 1, 2020 - August 1, 2022Developed automation scripts using Selenium, Python, and Postman, improving test coverage by 29% and reducing regression test duration by 40%. Executed manual and automated QA cycles for retail and warehouse systems using Manhattan Active Omni, verifying workflows within modules with reliability. Supervised integration validations for complete order lifecycle, ensuring consistency across inventory, fulfillment, returns, and cancellations with a 95% accuracy rate. Engaged Agile sprint cycles, aligning QA tasks with 2-week sprint goals and maintaining adherence to testing milestones within releases. Reviewed UAT results with stakeholders, confirming 97% compliance with functional expectations and supporting sign-off for production deployment. Implemented smoke and sanity testing after each build release, identifying critical functional issues early and minimizing release slowdowns by 15% while ensuring deployment stability.
QA Analyst – Product Consultant at Zenzar Technologies
February 1, 2018 - September 1, 2020Performed manual and automated testing for retail and WMS platforms validating business workflows with accuracy. Directed integration testing across complete order lifecycle, verifying inventory updates, fulfillment steps, returns, and cancellations, achieving 95% defect detection consistency in each cycle. Executed scripted API test suites through Postman and Newman, leading to a 40% reduction in regression testing duration and improving release validation speed. Validated data integrity using SQL queries, uncovering 18% data mismatches across staging environments and ensuring precise synchronization with live systems. Engaged in Agile sprints, analyzed product requirements and user stories, detected early inconsistencies, and aligned QA deliverables with business objectives across 2-week iterative release phases. Identified major defects in early testing, enhanced QA–Dev collaboration, reduced release delays by 17%, and simplified tester onboarding through detailed, structured test
Education
Master of Science at Kingston University
September 1, 2022 - November 1, 2023Post Graduate Diploma in Advanced Computing at Center for Development of Advanced Computing (CDAC)
August 1, 2017 - February 1, 2018Bachelor of Technology: Computer Science at Lakshmi Narain College of Technology
June 1, 2013 - June 1, 2017Master of Science in Network and Information Security with Management at Kingston University
September 1, 2022 - November 1, 2023Post Graduate Diploma in Advanced Computing at Center for Development of Advanced Computing (CDAC)
August 1, 2017 - February 1, 2018Bachelor of Technology: Computer Science at Lakshmi Narain College of Technology
June 1, 2013 - June 1, 2017Qualifications
Vulnerability Management in Cybersecurity
June 1, 2025 - December 8, 2025Conflict Resolution Foundations
June 1, 2025 - December 8, 2025Vulnerability Management in Cybersecurity
June 1, 2025 - December 8, 2025Conflict Resolution Foundations
June 1, 2025 - December 8, 2025Industry Experience
Software & Internet, Retail, Professional Services, Media & Entertainment
Skills
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