Judd Burger

• Operated under Agile and Scrum frameworks to complete releases and well-organized sprints.
• Developed and executed QA test cases, scripts and procedures for automated software maintenance.
• Tested functional and compatibility of new programs or updates in comparison to existing applications.
• Developed and maintained defect databases for known issues.
• Kept scripts and test cases updated with current requirements.
• Documented testing procedures for developers and future testing use.
• Monitored resolution of bugs, tested fixes and helped developers tackle ongoing problems by providing QA perspective.
• Applied effective time management techniques to meet tight deadlines.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Worked well in a team setting, providing support and guidance.

Proven Technical Experience:

• Visual Studio using C# with RestSharp, NUnit, Selenium and other packages.
• GitLab CI/CD pipeline merging branches to keep master/dev and feature branches aligned.
• Postman collection runner with pre/post script assertions in Javascript.
• Tracked, prioritized and organized defects, working with development team to facilitate timely corrections.
  Reduced project timelines by prioritizing test cases based on risk assessment and potential impact on end users.
• Assisted in improving team productivity by mentoring junior testers and sharing expertise on advanced testing techniques.

• While working in the call centre, I took on a personal challenge to better myself and qualified as a certified ISTQB tester which led to my successful secondment as Functional Tester.
• The nature of our team's focus was to assist both technical and compliance teams with critical support relating to the regulated H5 Swedish market.
• Maintained energy and enthusiasm in fast-paced environment.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Proved successful working within tight deadlines and fast-paced atmosphere.
• Began with learning and understanding of REST API Testing through Postman.

• After retrenchment of VIP Team, I decided to stay with DigiOutsource and returned to customer service.

My responsibilities within this role include, but are not limited to:

• Responding to customer queries by telephone, email and online chats in English Language,
• Processing and taking ownership of all incoming and outgoing contacts in a multimedia environment, processing pertinent information into relevant databases;
• Customer relationship building & management; problem solving tasks, handling and taking full responsibility for customer related queries as well as carrying outgoing calls and executing outbound campaigns to identified customers, e.g Welcome calls, failed purchases, etc
• As well as performing extra tasks given by managers / shift supervisors as and when required.

My duties within this role were defined by:

• Building one-on-one relationships with top tiered customers, strategically offering differential services to higher tiered customers, proactively managing customer accounts in conjunction with the CSC Agent Team, dealing with escalated customer queries and issues, ensuring prompt resolution and empower agents to improve their services;
• Making optimal use of communication tools in order to fulfil strategy and report on effectiveness: such as Database mining, PCM groups, VIP detection;
• Failed rate and bad margin;
• Researching gifting options for customers and liaising with suppliers to ensure timeous delivery of, conceptualising, planning and creatively offering rewards to customer.

• Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
• Prepared variety of different written communications, reports and documents.
• Exceeded goals through effective task prioritization and great work ethic.
• Devoted special emphasis to punctuality and worked to maintain outstanding attendance record.
• Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
• Participated in team-building activities to enhance working relationships.
• Drove team and company profits by developing and strengthening relationships with well established and potential clients.

• Actively listened to customers' requests, confirming full understanding before addressing concerns.
• Increased customer satisfaction by resolving issues.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction

• Before joining DigiOutsource, I worked as a part time legal assistant for Andrew Massyn Attorneys as well as Neilsons Attorneys.
• Later I joined Lindsay & Waters Attorneys as a Candidate Attorney while studying towards the completion of my LLB.
• Investigated facts and laws to determine strategies for case preparation.
• Met with clients to discuss upcoming depositions and arbitrations.
• Assisted attorneys with case organization and administrative tasks.
• Conducted research for upcoming cases for firm's attorneys.
• Assembled case materials for cases by organizing, summarizing and collecting documents, information and evidence.