SHYAMALA POTTETH

• As the program owner of both Funds disbursement abuse programs and inventory destruction programs, ensured that a wholistic investigation is performed on every seller appealing to release funds or inventory and adhering to 98% decision accuracy.
• A team of 50 Risk specialists investigate funds and inventory release claims by sellers and take right action to withhold or release funds and hold , release or destroy goods in case of inventory.

• As a QA manager for the Tablet devices, ensured that quality of the released software has consistently maintained a 4 and above customer rating
• Responsible for high level vision and long term direction for QA
• Develop test strategies, estimate testing efforts and verify delivery against milestones
• Partner with engineering teams, Technical program managers and product managers and dive deep into technical details and assess testability of features being built
• Assured consistent quality of by implementing and enforcing automated practice systems.
• Collected production samples regularly and performed detailed quality inspections.
• Sign off on release milestones; proactively communicate QA priorities, quality assessments, testing status and risks or challenges to development teams
• Drive analysis of post release quality, defect escapees, and implement improvements based on results of that analysis
• Improve efficiency of team, analyze and recommend improvements to metrics that determine test effectiveness and overall quality of Tablet software
• In this role, managed both operations team of 100 associates with L5/L6 operations managers and 7 to 8 QA engineers
• Managed employee performance expectations, set development goals, monitor their progress, and provide coaching and feedback
• Applied coaching techniques and tools to support managers and team members in improving performance.

• As a leader of leaders, worked with QA managers to maximize efficiency and coverage, collaborate with them on team’s up leveling activities, support adoption of high-quality practices/methodologies, and raise bar on testing efficiency and operational excellence.
• Defined 3 year strategic vision, long term roadmap, establish the right DA team structure and lead the teams to deliver innovative and scalable testing solutions
• Was able to influence engineering teams roadmap and reach consensus on approach and prioritization to meet the overall organizations goals effectively.
• Span of control ranged from 150 to 200 testers with L4 and L5 operations managers

• As an L5 operations manager for multiple teams testing software on Amazon devices like eReader, FireTV, FirePhone and Tablets was able to implement a balance between automation and manual test execution to maximise test efficiency and coverage
• Was able to raise the bar continually for the testing services, test tools, processes and critical quality metrics
• Implemented metrics to measure team development progress, deliverables and operational excellence
• Able to define team charter, strategic vision, mission, tenets and roadmap partnering effectively with QA stakeholders.
• Span of control ranged from 20 to 100 Associates and 4 to 5 L4 operations managers.

Ø Responsible for managing a team of 15 support engineers supporting the North America customers.

Ø Meet specific business objectives that align with support organizational objectives; to drive Quality, organizational scorecard performance metrics and customer satisfaction.

Ø Develop and implement policies and procedures for the department to meet specific goals and objectives of the function; modify goals in response to functional changes.

Ø Analyze and challenge working method’s to create improvements in processes and results.

Ø Carry out Goal Setting and annual Performance Management, including measurement and appraisal of team members.

Ø Improve the team members on the product skill matrix QOQ.

Ø Execute support strategy plans, measure progress, modify if necessary and share progress with the team.

• Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
• Used critical thinking to break down problems, evaluate solutions and make decisions.

Ø Responsible for demonstrating visible technical leadership across the global product line team.

Ø Mentor frontline engineers, recreate customer issues and answer complex questions.

Ø Interface with the development team for issues that requires code fixes.

Ø Deliver product trainings for the global frontline engineers – classroom and web casts.

Ø Provide technical feedback through issue reviews.

Ø Providing technical support over phone, email and remote access for Enterprise CA Security solutions; Antivirus, Intrusion prevention and Anti spam and web filtering products.

• Executive Customer Relations
• Worked as interface between customers and technical operations team
• Responsible for interacting with customers and ensuring smooth registration of their domains and functioning of email
• Provided support through email, phone and Chat