Jennifer Briones
Makati
Summary
Accomplished Quality Assurance Manager with a proven track record at OpenText (Philippines), Inc., enhancing team productivity and operational efficiency. Expert in leveraging data analytics for informed decision-making and process improvements. Strong leader with exceptional relationship-building skills, committed to fostering a culture of continuous improvement and achieving increase in customer satisfaction.
Overview
25
25
years of professional experience
Work History
Manager, Quality Assurance
Opentext Phillippines
10.2020 - Current
- Streamlined operations by implementing process improvements and enhancing team productivity.
- Analyzed performance metrics to identify areas for operational efficiency and cost reduction.
- Developed training programs to enhance staff skills and ensure consistent service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Defined clear targets and objectives and communicated to other team members.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Developed detailed plans based on broad guidance and direction.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
Supervisor
OpenText Philippines
05.2019 - 09.2020
- Oversaw daily operations, ensuring adherence to quality standards and operational protocols.
- Mentored team members, fostering skill development and enhancing overall productivity.
- Implemented process improvements, streamlining workflows for increased efficiency.
- Collaborated with cross-functional teams to drive project success and enhance service delivery.
- Conducted regular training sessions, equipping staff with necessary tools and knowledge.
- Resolved escalated issues promptly, maintaining high levels of customer satisfaction and trust.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Led successful project completions under tight deadlines, coordinating effectively across multiple teams.
- Fostered culture of continuous improvement, encouraging team to suggest and implement process enhancements.
- Conducted thorough employee evaluations to identify areas for growth and development, leading to more skilled workforce.
Lead Quality Assurance Engineer
Opentext Phillippines
09.2017 - 09.2019
- Led quality assurance initiatives to enhance product reliability and performance.
- Developed and implemented testing strategies to ensure software quality standards.
- Collaborated with cross-functional teams to identify and resolve defects efficiently.
- Mentored junior QA engineers, fostering professional development and skill enhancement.
- Conducted thorough reviews of test plans and documentation for accuracy and completeness.
- Established quality metrics to track performance trends and drive continuous improvement efforts.
- Created test cases and test scripts to maintain cohesive team approach to product development.
- Collaborated with developers and project managers to assess program capabilities, features and testing demands.
- Demonstrated new product features and functionality to project stakeholders.
- Produced and maintained technical documentation for project reference.
- Proposed development and testing improvements to positively impact usability, function and performance.
- Trained and guided onsite and offshore team members in quality assurance standards, policies and procedures.
- Managed bug tracking systems, ensuring timely resolution of reported issues.
- Contributed to post-mortem analysis efforts, identifying areas for improvement and implementing proactive measures to prevent future occurrences.
- Established effective communication channels between QA teams, developers, business analysts, and stakeholders for seamless collaboration on project goals.
- Conducted root cause analysis for defects, resulting in improved software performance and user satisfaction.
- Assessed software bugs and compiled findings along with suggested resolutions for development team members.
- Met tight deadlines to satisfy client demands and project timelines.
Senior Quality Assurance Engineer
OpenText Philippine
09.2013 - 10.2015
- Led quality assurance initiatives, enhancing software reliability and user experience.
- Designed and implemented automated testing frameworks, increasing testing efficiency.
- Collaborated with cross-functional teams to identify and resolve critical software issues.
- Mentored junior QA engineers, fostering professional growth and knowledge sharing.
- Developed comprehensive test plans and cases based on project requirements and specifications.
- Analyzed test results to provide actionable insights for continuous improvement processes.
- Ensured compliance with industry standards by conducting regular audits of QA practices.
- Spearheaded root cause analysis efforts, driving effective solutions for recurring defects.
- Supported product managers and development teams across phases of testing from planning to execution, troubleshooting and reporting within high-volume, agile environment.
- Created test cases and test scripts to maintain cohesive team approach to product development.
- Collaborated with developers and project managers to assess program capabilities, features and testing demands.
- Demonstrated new product features and functionality to project stakeholders.
- Produced and maintained technical documentation for project reference.
- Met tight deadlines to satisfy client demands and project timelines.
- Proposed development and testing improvements to positively impact usability, function and performance.
- Streamlined the bug reporting process by creating clear documentation guidelines for accurate issue tracking and faster resolution times.
- Supported the successful launch of numerous product releases by coordinating QA efforts, including test planning, execution, and reporting.
- Conducted root cause analyses on critical defects, recommending improvements to prevent future occurrences.
- Ensured compliance with industry standards by conducting thorough audits of QA processes and documentation practices.
Software Quality Engineer Senior I
CheQ Systems, Inc.
04.2008 - 02.2012
- Designed and executed automated test scripts for software applications to enhance quality assurance processes.
- Collaborated with cross-functional teams to identify and resolve software defects during development cycles.
- Developed comprehensive test plans and cases based on user requirements and technical specifications.
- Conducted performance testing to ensure system scalability and reliability under varying load conditions.
- Improved software quality by conducting thorough testing and identifying bugs for timely resolution.
- Boosted customer satisfaction rates through prompt addressing of client-reported issues in a professional manner.
- Reduced defect rate by implementing robust test strategies and rigorous regression testing.
IT Trainee
Metropolitan Bank Technology, Inc.
01.2008 - 02.2008
- Underwent training for test revision and creation based on the given scenarios.
- Conducted peer to peer review of test cases and provided comment on parts that need to be revised.
- Present the tasks assigned to the team and panelists.
- Take examinations.
- Complete assignments assigned individually or by group.
Online English Tutor (Part-time)
CJ Call ‘N Talk
06.2007 - 11.2007
- Developed customized lesson plans to enhance student engagement and learning outcomes.
- Utilized interactive online tools to facilitate language acquisition and improve student participation.
- Assessed student progress through regular evaluations, providing targeted feedback for improvement.
- Mentored junior tutors on best practices for online teaching methodologies and classroom management.
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- Responsible for organizing and implementing an instructional program that will result in students achieving academic success.
- Provide educational references.
- Update students’ calendar.
- Upload the recorded class to students’ calendar.
- Incorporate innovation on teaching strategies from time to time.
- Require multi-tasking – understanding, typing, teaching and browsing references.
Intern
Philippine Airlines
03.2007 - 05.2007
- Assisted in daily operations of ticketing and reservations systems.
- Coordinated logistics for flight schedules, ensuring timely departures.
- Supported customer service initiatives, resolving passenger inquiries effectively.
- Conducted research on industry trends to enhance operational strategies.
- Sorting and entry data of shipment forms
English Tutor (Part-time)
ECI Creative Communication Training, Inc.
12.2006 - 02.2007
- Developed personalized lesson plans to enhance student engagement and comprehension.
- Implemented innovative teaching strategies to facilitate language acquisition among diverse learners.
- Assessed student progress through tailored evaluations, providing constructive feedback for improvement.
- Mentored junior tutors, fostering collaborative teaching techniques and resource sharing.
Student Assistant (Sales Department)
Saint Mary's Publishing Corporation
01.2001 - 11.2005
- Create Delivery Receipts, Credit Memo, Official and Provisional Receipts, labels and Statement of Accounts.
- Answer phone queries from internal and external customers.
- Handle customer complaints.
- Handle complaints from agents.
- Assist clients who order directly to the office.
- Take orders.
- In-charge of deliveries.
Education
Bachelor of Science - Computer Science
Adamson University
Manila, Metro Manila, Philippines10-2007
Skills
- Customer service
- Team leadership
- Time management
- Decision-making
- Relationship building
- Verbal and written communication
- Staff training and development
- Task delegation
- Goal setting
- Documentation and reporting
- Project planning
- Performance management
Timeline
Manager, Quality Assurance
Opentext Phillippines
10.2020 - Current
Supervisor
OpenText Philippines
05.2019 - 09.2020
Lead Quality Assurance Engineer
Opentext Phillippines
09.2017 - 09.2019
Senior Quality Assurance Engineer
OpenText Philippine
09.2013 - 10.2015
Software Quality Engineer Senior I
CheQ Systems, Inc.
04.2008 - 02.2012
IT Trainee
Metropolitan Bank Technology, Inc.
01.2008 - 02.2008
Online English Tutor (Part-time)
CJ Call ‘N Talk
06.2007 - 11.2007
Intern
Philippine Airlines
03.2007 - 05.2007
English Tutor (Part-time)
ECI Creative Communication Training, Inc.
12.2006 - 02.2007
Student Assistant (Sales Department)
Saint Mary's Publishing Corporation
01.2001 - 11.2005
Bachelor of Science - Computer Science
Adamson University