Courtney De Los Santos

Software QA Engineer at LingoCard
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Contact Information
us****@****om
(386) 825-5501
Location
Atlanta Metropolitan Area

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Credentials

  • QA Engineer Training
    Careerist
    Nov, 2022
    - Oct, 2024

Experience

  • Lingocard
    • United States
    • Social Networking Platforms
    • 100 - 200 Employee
    • Software QA Engineer
      • Oct 2022 - Present

      • Developing, and executing test cases and test suits for various functionalities according to the requirements • Performing functional, UI, smoke, and regression testing at all stages of the software development life cycle • Performing mobile testing of native / web / hybrid apps applying Android Studio, Xcode, ADB, TestFlight • Performing compatibility testing on a variety of devices and platforms by applying BrowserStack • Identifying, recording, documenting, and tracking bugs in Jira • Interacting with the development and product management team to resolve technical issues and ensure a quality product • Improved customer satisfaction by raising overall product quality through functional, UI, and regression testing (customer satisfaction level tracked by reviewing, customer feedback - surveys, reviews on AppStore, support queries, etc.) Show less

  • Assurant
    • United States
    • Insurance
    • 700 & Above Employee
    • Quality Assurance Analyst
      • Mar 2022 - Present

      • Monitor and grade calls from over 300 agents across 5 different sites.• 97% call grading accuracy based off of client requirements.• Improved guidelines for call grading in my first 3 months.• Increased customer satisfaction by 60 % in first 3 months by reporting and tracking negative call trends.• Accomplished in 5 new programs in under 2 months. • Self-starter with an average of under 5% downtime during my shift.• Team player with a proven record of assisting my coworkers.Skilled in programs: Salesforce, Workday, Microsoft Teams, Excel, Word, Elita, Compass, NICE, and more. Show less

    • Customer Service Team Lead
      • Apr 2020 - Feb 2022

      • Trained 100 + customer service agents leading over 6 new hire training classes.• Minimized call backs by providing training classes on new policies and programs.• Improved agent retention and sped up learning process by holding one on one meetings with agents to assist with career growth.• Resolved and de-escalated hundreds of high level concerns contributing over $500,000 in company profit.Skilled in programs: Compass, Eprism, Workforce, Idology, Sharp, Nice, Egain, T-Mobile Atlas, Metro’s Edge and more. Show less

    • Insurance Customer Service Specialist
      • Oct 2019 - Apr 2020

      • Performed in the top 3% of my department throughout the duration of this role, measured by accuracy, customer satisfaction, and volume.• The only person to receive an incentive bonus, based off of work quality, within my first month of work.• Answered between 40 to 90 calls a day with 95% customer satisfaction average.• 98% average on resolving claim related concerns while adhering to QA requirements.• Trained my coworkers on best practices within the first 3 months in this role.Skilled in programs: EPRISM, T-MOBILE ATLAS, METRO EDGE, COMPASS, and WORKFORCE. Show less

  • Gwinnett Medical Center
    • United States
    • Hospitals and Health Care
    • 700 & Above Employee
    • Main Admissions and Trauma Clinic Patient Access Specialist
      • Dec 2017 - Oct 2019

      • Checked in between 20-35 patients in a 5 hour shift while updating personal information, verifying health insurance and taking payments, reviewing payment breakdowns, and organizing consent forms.• One of 2 employees to train over 10 coworkers.• Only agent to document and balance the departments cash flowfor insurance payments daily.Skilled in programs: Star, RevRunner, HEC, Easyweb, Microsoft Word, and Outlook.

    • Emergency Room Patient Access Specialist
      • Nov 2016 - Dec 2017

      • Checked in 100 patients in a 5 hour shift.• Was one of 3 reps selected to work at the ambulance bay.• Multitasked communicating between nurses and patients,organizing paperwork and identification, verifying insurance, collecting payments, while moving between patients rooms.Skilled in programs STAR, REV RUNNER, HEC, and EASY WEB.

Education

  • James Madison High School
    High School Diploma

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