QA & Customer Experience Specialist

I am a bilingual (English/Spanish) QA and Customer Experience Specialist with a strong background in software testing, healthcare operations, and Agile environments. I have developed expertise in functional testing, defect tracking, and workflow optimization, which allows me to identify user pain points and improve processes effectively. My attention to detail and proactive problem-solving skills help me advocate for quality, reducing rework and enhancing user experience.

In my current role as a Bilingual Assistant / Patient Care Advisor, I manage over 50 patient interactions daily, coordinating communication between healthcare providers and Spanish-speaking patients. I lead onboarding processes, ensure accurate documentation, and maintain structured tracking systems to improve workflow visibility. I am experienced in handling sensitive data in compliance with HIPAA standards and excel at de-escalating difficult situations with empathy and transparency.

Previously, I worked as a Functional QA Intern where I performed functional and regression testing in Agile Scrum environments. I created and maintained test cases and QA documentation, identified and reported numerous defects per sprint, and contributed to process improvements within the QA workflow. I also conducted multi-environment testing, uncovering language-specific bugs that impacted user experience.

I have experience managing customer service and operations in a family business setting, where I improved inventory and financial tracking systems using Excel, streamlined administrative workflows, and resolved customer issues independently. This diverse background has strengthened my ability to work cross-functionally and communicate effectively with stakeholders.

Additionally, I designed and implemented a QA Workflow Optimization Tool that standardized task tracking and improved testing efficiency for QA interns. This project helped streamline testing processes and enabled faster onboarding and more consistent execution of test cycles.

I am currently pursuing a Bachelor of Software Development to further enhance my technical skills and knowledge in the field. I am passionate about quality assurance and customer experience, and I am eager to contribute my skills to a dynamic team.