Results-driven Quality Assurance Specialist with strong attention to detail and expertise in assessing & optimizing line activities with good computer abilities. Skilled team player with strong Customer service support background. Passionate and detail-oriented customer success professional with 6+ years of industry expertise in IT, Wealth Management & Financial Banking Services.
Hi, I’m
MONIKA PREMRAJ
Noida
Summary
Overview
9
years of professional experience
4
Certifications issued by IBM
3
Additional Certifications by Google
Work History
SimplifyVMS - Simplify Workforce Pvt. LtdRemote USA
Senior QA Lead
09.2020 - Current
Job overview
- Developed and produced technical and non-technical documents using agile methodologies
- Improved product quality by implementing comprehensive test strategies and plans for various software applications.
- Reviews documentation, processes, and production workers to identify & correct root-cause analysis
- Engaged with team members to assess and correct problems/doubts with cases updates as per client
- Directed day-to-day quality assurance department activities, establishing rapport with team members to facilitate effective communication and coordination.
- Closely working with Developers/Coders for issues diagnosis and sharing analysis to resolve client case tickets related to escalations and majorly product enhancements coordinating and executing software application testing
- Assisted in selection and implementation of appropriate testing tools and frameworks, increasing overall productivity of QA team.
- Collected and evaluated testing data to identify functional UAT and PROD problems
- Provide Knowledge transfer to new joiners, created training documents and knowledge base on Confluence for team for reference learning and regularly updating it.
- Performed internal Monthly audits to maintain operating procedure and regulatory standards compliance.
- Conducting daily CSR meet on Microsoft Teams for agents/SME to discuss on their cases doubts and providing efficient solutions for various types of issues, process related updates, assignments review.
Exl Services Pvt. LtdNoida, India
Senior Process Associate
02.2019 - 03.2020
Job overview
- Working in Inside Sales as Account Manager for YRC Freight
- Leveraged accounting software to perform data entry and prepare reports and statements while minimizing errors.
- Investigated and adopted optimal shipping receiving strategies, selecting best carriers, routes and methods to minimize cost sand enhance schedule
- Prioritized initiatives to increase success rates of strategic projects.
- Worked effectively with shippers to resolve issues with shipments, including damaged materials and shortages
- Resolved or escalated business problems to keep operations moving smoothly.
- Generated reports detailing findings and recommendations.
- Participated in special projects to increase productivity and make meaningful impact on company and mission.
- Collaborated with cross-functional teams to improve overall process performance and client satisfaction.
- Trained junior associates in various process-related tasks, ensuring consistent quality across team.
Barclays Shared Service Pvt. LtdNoida, India
Process Advisor
02.2018 - 11.2018
Job overview
- Working for Barclay card, part of Barclays Bank UK PLC global payment business that helps consumers, retailers and businesses to make and take payments flexibly, and to access short-term credit and point of sale finance
- Served as subject matter expert within organization, providing guidance on best practices related to process design and implementation.
- Handling various clients and use to provide Customer Service Support for UK customers using Barclay card
- Streamlined workflow with effective communication and collaboration among team members.
- Identified trends, system problems, and process issues to escalate to management
- Worked with managers to understand and address diverse problems, consistently improving team performance and focus on dispute resolutions.
IBM India Pvt. LtdNoida, India
Technical Support Representative
02.2015 - 02.2016
Job overview
- Engaged in managing Service Delivery desk by monitoring desk with prime focus on managing Service level and client management for global regions
- Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
- Tested new software and hardware prior to deployment.
- Configure hardware, devices and software to set up work stations for Customers/Clients
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Identify and solve technical issues using variety of diagnostic tools and tactics
- Diagnosed and troubleshot hardware, software and network issues.
- Performed minor repairs troubleshoot via remote, further answered user inquiries regarding computer software or hardware or peripheral equipment, following user manual.
- Installed and configured operating systems and applications.
- Developed user-friendly guides and resources to assist customers with self-resolution of common technical issues.
Education
IEC UNIVERSITYHimachal Pradesh
MBA from Information Technology
06.2018
University Overview
- Final Grade: 7.04 CGPA
Gujarat UniversityGujrat, India
Bachelor of Arts from English Language And Literature
06.2014
University Overview
Skills
- CRM Software
- Client Communication
- Analytical Thinking
- Leadership
- Support Case Resolution
- Project Planning
- Support Audits
- Quality improvements
- Post-resolution follow-ups
- Audit Process Management
- Quality Management Processes
Certification
A+ Essentials 2009: Computer Hardware Components
IT Information Library Foundations V3 Certification (ITIL)
Certificate Cyber security for Digital
Learning and Development Certification
Timeline
Senior QA Lead
SimplifyVMS - Simplify Workforce Pvt. Ltd
09.2020 - Current
Senior Process Associate
Exl Services Pvt. Ltd
02.2019 - 03.2020
Process Advisor
Barclays Shared Service Pvt. Ltd
02.2018 - 11.2018
Technical Support Representative
IBM India Pvt. Ltd
02.2015 - 02.2016
IEC UNIVERSITY
MBA from Information Technology
Gujarat University
Bachelor of Arts from English Language And Literature