Naga Mounika

Having more than 9 years of QA consulting experience served as a Team Leader in supervising a huge team and 2 years of Customer representative experience. Mainly solution delivery and result oriented individual adept at analyzing project situations and implementing solutions.

Key Strengths: Highly focused and goal oriented. Energetic and Creative with special talent for troubleshooting and resolving complex technical problems. Proven leadership qualities with good communication skills and good negotiation skills.

Career Objective: To work as professional supervisor, applying organizational skills and ability to delegate responsibility towards achieving company goals.

QA Coordinator / Test Lead - Rogers Communications (Tech Mahindra) - Canada

(2021-05 - 2026-01)

As a Test Lead, primary responsibility is to identify, track, and analyze defects in software or systems during the development or testing phases.

• Create Test Plans/ Test Executions and upload testcases
• Accurately identify and log defects in defect tracking tools, ensuring all necessary information (steps to reproduce, expected vs. actual behavior) is captured
• Assess and prioritize defects based on their severity and impact on the system, collaborating with stakeholders to determine which defects should be fixed first
• Monitor the lifecycle of defects from creation to resolution, keeping the defect tracking system up to date with defect status and progress
• Work closely with developers, testers, and project managers to communicate defect findings, understand root causes, and ensure timely fixes
• Assist in analyzing the root cause of defects to prevent future occurrences and improve software quality

Customer Service Representative - Compugen Canada - Canada

(2021-03 - 2021-05)

• Addressed customer questions and mails through daily basis
• Kept track of conversations
• Entered necessary data to store for future purpose
• Investigated and resolved customer complaints quickly and patiently
• Helped customers register online and process their orders
• Assisted financial department with customers on security checks, accounting enquiries or flagged accounting issues raised by the customer
• Well communicated with customers about their orders, including any delays or changes in delivery
• Liaised with company suppliers to arrange collections, deliveries item repairs, correspondence and email management as needed
• Kept confidential records and financial information private and secure

Customer Service Representative - Lowe's Canada - Canada

(2019-03 - 2020-11)

• Provided exceptional assistance and service to Lowe's customers
• Answered number of customer queries through phone calls, emails and face-to-face conversations
• Screened, interviewed and trained new employees
• Developed key relationships including customers, workforce and community to improve business results
• Administrated and empowered 16 employees to deliver superior customer service that produces best positive outputs
• Handled financial transactions and acted as head cashier for submitting the annual financial reports
• Operated in fast-paced retailed environment and experienced hands on knowledge of retail merchandising operations
• Assessed, coached, counselled and developed associates to real-life retail environment
• Maintained a safe and secure environment by conducting daily reviews and monitoring for potential theft or security risks
• Provided superior customer service by assisting customers in locating, selecting, demonstrating and loading merchandise in a friendly and professional manner

Team Leader - Accenture Solutions Pvt., Ltd. - India

(2013-10 - 2017-12)

Project: Trakindo for Client: Caterpillar

• Supervised and managed a team of 18 members in an efficient manner
• Reported status to executives, global business partners and all other key stakeholders
• Motivated work of others outside of direct authority ensuring the project milestones reach on time
• Identified project risks and developed risk mitigation plans
• Established detailed project plans and metrics, workplans, schedules and resource plans
• Provided Cost Benefit Analysis (CBA) on selected business processes to assemble input into business case
• Was solely involved in direct client meetings in gathering a sophisticated project information
• Communicated company goals, safety practices and deadlines to team regularly
• Answered and effectively handled client enquiries
• Generated and shared comprehensive and detailed reports about team performance and mission-related objectives and deadlines
• Assisted management in updating the quarterly and annual financial reports

Masters - Masters of Global Management - Royal Roads University (2020)

B.E - ELECTRONICS AND COMMUNICATION ENGINEERING - R.M.D. ENGG. COLLEGE (2013)

BOARD OF INTERMEDIATE - MATHEMATICS - SRI CHAITANYA JUNIOR COLLEGE (2009)

SSC - MODERN SCHOOL (2007)