Summary
Overview
Work History
Education
Skills
Languages
Websites
Timeline
Visa Validity
Tools
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Alston Fernandes

Alston Fernandes

Summary

Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

5
5
years of professional experience
3
3
Languages

Work History

ASSOCIATE QA TESTER

Electronic Arts Mobile
Hyderabad
01.2021 - 04.2024
  • Executed functional, performance, security, usability tests on game/web applications.
  • Reported defects using tracking tools such as JIRA and tracked their resolution status.
  • Identified root causes for bugs with debugging techniques like log file analysis.
  • Evaluated existing processes and procedures and suggested improvements for better efficiency.
  • Attended daily stand-up meetings with development teams to discuss progress of tasks assigned.
  • Prepared reports summarizing results from different types of testing activities conducted.
  • Developed basic SQL queries against databases to validate data integrity in backend systems.
  • Worked with Agile and Scrum methodologies to accomplish project milestones.
  • Wrote and updated manual test cases for team use, maintaining maximum productivity.
  • Participated in peer reviews to ensure accuracy of all work products developed by QA team members.

ASSOCIATE GAME TESTER

99Games Online Private Ltd.
Udupi
02.2019 - 01.2021
  • Testing games on mobile platform like iOS, Android and Pc Platforms like Mac and Windows.
  • Experience in Functionality, Compatibility, Smoke, Retesting, Regression, Ad hoc, System, Load and Performance Testing.
  • Monitored the progress of bug fixes to ensure that bugs were addressed in a timely manner.
  • Exceptional bug detection and reporting skills.

CUSTOMER SERVICE EXECUTIVE

99Games Online Private Ltd.
Udupi
12.2015 - 01.2019
  • Provided prompt and courteous service to customers via phone, email, and chat.
  • Resolved customer complaints in a timely manner while maintaining professional attitude.
  • Assisted VIP players in their in-app/game related quires and provided the best solutions.
  • Prepared and evaluated CRM reports to identify problems and areas for improvement.
  • Maintained accurate records of customer interactions, transactions, and comments in the database system.
  • Tracked customer complaints and followed up to ensure 100% resolution was achieved.
  • Explained benefits and advantages of different IAPs (In-App Purchase) and service offerings to customers
  • Helped in strategizing online marketing plans and projects, analyzed issues on daily operations.
  • Facilitate customer satisfaction surveys, receiving a score of 99% satisfaction.

Technical Support Specialist

Technical Support Specialist
Bangalore
04.2014 - 12.2015
  • Excelled in ICCS (International Customer Care Service) roles for leading car rental companies Alamo, Enterprise Rent-A-Car, and National Car Rental in the US and Canada.
  • Managed diverse tasks including car reservations, insurance offerings, rental extensions, modifications, and cancellations.
  • Provided personalized assistance to customers, guiding them in selecting the most suitable car models according to their preferences and needs.
  • Earned consistent customer appreciation, reflecting a 100% satisfaction rate in service provision.
  • Instrumental in driving a 10% increase in customer traffic count and a remarkable 20% rise in rental sales.
  • Maintained exceptional ratings, with an average score of 4.5 out of 5, underscoring a track record of excellence in performance.
  • Resolved customer issues promptly and effectively, contributing to elevated levels of satisfaction.
  • Utilized CRM reports to analyze and address operational challenges, proactively identifying areas for enhancement.

Education

BACHELOR OF COMPUTER APPLICATIONS -

Milagres Collage - Manglore University

Skills

  • Customer service and support expertise
  • Technical Support
  • Fundamental knowledge of CRM software
  • Interpersonal And Written Communications
  • Strong organizational and multitasking abilities
  • Proficient in Microsoft Office Suite
  • Basic understanding of implementing ERP (Enterprise Resource Planning) solutions/products
  • Quick Learner
  • Proficient in conducting gap analysis to identify discrepancies and opportunities for improvement
  • Accuracy in data management and Attention to detail
  • Problem-solving and Analytical Skills
  • Data-driven decision-making
  • Customer queries and Complaint Investigation
  • Quality Control

Languages

English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Kannada
Advanced (C1)
C1

Timeline

ASSOCIATE QA TESTER

Electronic Arts Mobile
01.2021 - 04.2024

ASSOCIATE GAME TESTER

99Games Online Private Ltd.
02.2019 - 01.2021

CUSTOMER SERVICE EXECUTIVE

99Games Online Private Ltd.
12.2015 - 01.2019

Technical Support Specialist

Technical Support Specialist
04.2014 - 12.2015

BACHELOR OF COMPUTER APPLICATIONS -

Milagres Collage - Manglore University

Visa Validity

07/03/24

Tools

Helpshift, Freshdesk, JIRA, LiveChat, Confluence, Microsoft Excel, Google Sheets, Slack, Zoom, Google Translate, Firebase, TestRail, Snowflake.

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Alston Fernandes