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<!DOCTYPE html>
<html lang="en">
<meta charset="utf-8">
<meta name="viewport" content="width=device-width, initial-scale=1">
<head>
<title>Kendra Todd - Software QA Analyst</title>
<link href="https://fonts.googleapis.com/css?family=Public+Sans:400,600i,900&display=swap" rel="stylesheet">
<style>
body {
font-family: "Palladio", serif;
margin: 3rem 1rem;
max-width: 600px;
}
h1,
h3,
.contact-info {
text-align: center;
}
a {
color: black;
text-decoration: none;
}
.languages,
.tools {
display: grid;
grid-template-columns: repeat(3, 4fr);
column-gap: 20px;
}
h1,
h3,
.company,
.education {
font-weight: 900;
text-align: left;
}
.title,
.years {
font-style: italic;
font-weight: 600;
text-align: left;
}
.distinction {
font-weight: 400;
text-align: left;
}
@media only screen and (min-width: 625px) {
body {
margin: 3rem auto;
}
}
@media only print {
body {
margin: none;
max-width: none
}
}
</style>
</head>
<body>
<h1 style="text-align:center">Kendra Todd</h1>
<div class="contact-info">
<a href="mailto:[email protected]">[email protected]</a><br />
<a href="tel:+1-720-468-3934">720.468.3934</a><br />
<a href="https://www.linkedin.com/in/kendractodd/">linkedin.com/in/kendractodd</a><br />
</div>
<h3>Frameworks & Tools I've Used</h3>
<ul class="tools">
<li>Android Studio</li>
<li>Cypress</li>
<li>GitHub</li>
<li>Jira</li>
<li>Postman</li>
<li>Testrail</li>
<li>Xcode</li>
<li>Xray</li>
</ul>
<h3>Programming Languages I've Shipped Code In</h3>
<ul class="languages">
<li>JavaScript</li>
<li>Python</li>
<li>TypeScript</li>
</ul>
<h3>Work Experience</h3>
<span class="company">Simple Finance</span> <span class="years">(2015 - Present)</span><br />
<span class="title">Quality Assurance Analyst II</span>
<ul>
<li>Designed end-to-end test plans and manually executed exploratory, functional, and acceptance testing for
numerous large-scale initiatives, including:
<ul>
<li>New product launches (Expanded customer onboarding, Loans, Overdraft)</li>
<li>Internal tooling implementations (Internally built and Salesforce CRM Software)</li>
<li>Third-party integrations (Remote deposit capture and telephony vendors)</li>
</ul>
<li>Wrote new test cases for Web, iOS, Android, and Salesforce clients, and helped maintain Simple’s test
case repository in Testrail and Xray.
<li>Mentored QA interns and new analysts in software QA methodologies and strategies, and supported their
onboarding, growth, and success.
<li>Became the primary contributor to Simple’s automated web test harness (Cypress), written in JavaScript
& TypeScript. Increased new coverage by more than 25 percent.
<li>Contributed to a QA-built internal tool, written in Python.
<li>While embedded in a product team, advocated for a “shift left” mentality; provided testing insight,
raised risks, and offered product knowledge and design input as early in the software development
cycle as possible.
</ul>
<span class="title">Customer Relations Escalation Agent</span>
<ul>
<li>Cultivated an extensive knowledge of internal and external client applications and acted as a subject
matter expert of Simple’s banking product.
<li>Triaged bug tickets from customer support agents, and provided effective troubleshooting to resolve
most client-side issues.
<li>Documented unexpected product behaviors in detailed and concise bug reports whose audience was Simple’s
product and engineering teams.
<li>Generated and maintained clear internal documentation about known bugs.
<li>Assisted in the escalation of critical service interruptions and posted to a customer-facing status
page via GitHub.
</ul>
<span class="title">Customer Relations Agent</span>
<ul>
<li>Responded to inbound customer contact; assisted customers with product navigation and troubleshooting
on mobile and web platforms, general account maintenance, and in-depth support for payment and funding
issues.
<li>Effectively identified and escalated technical, risk, and partner-related issues to the appropriate team
using internal ticketing systems.
<li>Created and maintained an Atlassian Confluence page for a team of 14 customer support agents, which
provided easy access to knowledge base articles, team updates, and job aids.
</ul>
<span class="company">Netflix</span> <span class="years">(2010 - 2014)</span><br />
<span class="title">Customer Service Representative II</span>
<ul>
<li>Fielded inbound customer calls and offered support for various inquiries including video streaming,
account billing, DVD shipping, and website navigation.
<li>Acted as a liaison between frontend agents and Tier 2 support for unresolved technical issues.
During initial contact with the agent, I exhausted available troubleshooting before escalating
details and reproducible steps to Tier 2.
<li>Acted as a point of contact for a team of representatives; executed side-by-side coaching and
provided real-time feedback to encourage metric-related performance.
</ul>
<span class="education">Lewis & Clark College</span> <span class="years">(2006 - 2010)</span><br />
<span class="distinction">B.A. with Honors, summa cum laude</span>
</body>
</html>