Kateryna Moisiuk

Health Care project

• QC Lead in a team + Scrum Master
• Executed Micro-Services (backend) and UI testing;
• Performed Requirement analysis;
• Prepared test documentation (test-cases, test suits, check lists) based on the defined scope;
• Executed all testing procedures (functional, non-functional, smoke, sanity, regression, performance, exploratory, ad-hoc and data base testing) to determine and guarantee required product quality;
• Performed regression testing on changed requests taking into account modifications in product requirements;
• Performed analysis, reporting, and tracking of defects/issues using a defined procedure and workflow;
• Provided SQL queries in SQL Server for DB testing;
• Executed Postman API testing;
• Conducted all Scrum ceremonies including Daily morning and evening stand-ups, Grooming meetings, Planning meetings, Retrospectives;
• Communicated project status and testing efforts to the team and management;
• Supported the production activities during releases which required great troubleshooting skills;
• Took part in QA Leads cross departments meetings;
• Mentored junior QA engineers, fostering a culture of continuous learning and professional growth.
• Strengthened collaboration between QA, development, and product management teams through effective communication strategies.
• Escalated concerns about project and process quality, referring discovered issues to engineering manager for correction.
• Developed traceability documentation to aid in investigating faults and defects.
• Operated under Agile and Scrum frameworks to complete releases and well-organized sprints.
• Incorporated delivery requirements into planning of testing schedules.
• Prevented costly post-release issues by proactively identifying potential risks during the development process.
• Improved product quality by meticulously designing and executing test plans for software applications.
• Reduced software defects by conducting thorough regression testing and identifying areas for improvement.
• Increased customer satisfaction with timely and effective resolution of reported issues.

Project Description:

• Project ‘BazaarVoice’ helps retailers tap customer conversations to increase conversion, reduce returns, and make smarter decisions. Project allows clients to collect ratings & reviews, questions & answers and stories from customers.

Customer:

• US company, 5000 global clients.

Project Role:

• Software Engineer and Client Care Specialist (FrontDoor)

Responsibilities:

• Enhanced client satisfaction by providing exceptional support and timely resolutions to issues.
• Maintained UI content on 6000+ client's sites (XML, Jira, HTML, CSS);
  Received clients' cases and calls assisted users technically from Europe and USA in English and French (using TalkDesk and Salesforce tools);
• Gained experience and knowledge have resulted in being asked to participate in on-site training in Lithuania BazaarVoice office.
• Streamlined client communication for better understanding of their needs and preferences.
• Collaborated closely with team members to ensure seamless delivery of client services.
• Provided comprehensive training to new team members, ensuring they were equipped with the knowledge and skills necessary for success in the role.
• communicated with non-native and native speakers of English and French (assisting client regarding different questions via phone and emails)
• Managed high call volume efficiently, prioritizing urgent requests and maintaining composure under pressure.
• Proactively addressed potential client concerns, preventing escalated issues and maintaining a positive relationship.
• Participated in regular team meetings to discuss strategies for enhancing overall client experience within the organization.
• Demonstrated empathy towards clients'' situations while maintaining professional boundaries and adhering to company policies.
  Liaised between internal departments to facilitate prompt resolution of complex cases, resulting in satisfied clients who appreciated the extra effort put forth on their behalf.
• Established trust with clients through transparent communication about service offerings, pricing structures, timelines, or any other pertinent details related directly or indirectly influencing their decision-making process.
• Explained available products and services, demonstrated features and used persuasive communication strategies to redirect concerns.
• Provided excellent customer service by following up with clients, mailing out applications and responding to incoming calls.
  Documented data and completed accurate updates to case records.

Project Team Size:

• 30-35 team members

Tools & Technologies:

• HTML, CSS, Jira, Salesforce, TalkDesk