1. GEMMA BETH OLDHAM
Burton on Trent
Staffordshire
DE15 9BU
Mobile: 07792120111
Email: gemmab8630@yahoo.com
Profile
A highly competent and self-motivated Trainee Test Analyst/UAT Co-ordinator with good
experience. A good communicator which contributes to my ability to problem solves. I am an
effective team player, and also a person who can work effectively as an individual. Good at multi-
tasking and works well under pressure to meet tight deadlines. I am looking for a new challenge
in a new sector. Eager to learn more about Software Testing and/or co-ordinating.
Career History
Test Analyst/ Co-ordinator/
Infosys Test Services October 2015 – to date
• Communication: Liaises with TNT and other 3rd
party companies that are working within
TNT. Interacting with Business users to organise a business acceptance testing week. I
have worked closely with the product owners and developed a good relationship with
them.
• Process Improvements: Work with other team members and members of other teams
to develop and improve processes and implement improvements to local working
practices. Before escalating an issue will try and resolves if not then will escalate through
the appropriate channels to get a resolution.
• Testing: Knowledge of the different environments that testing needs to take place in and
meeting deadlines in which all testing is done by
• User Acceptance Testing: Arrange dates with users and organise the user acceptance
testing sessions, and keep them up to date with any changes to the events, also being
aware of the data and security within the S & T Workstreams and other projects making
sure they are aligned with the legal legislations.
• Train the Trainer: Being trained to deliver the privacy within IT environments to the
testing team and the team off shore to make them complaint with the legal legislations.
OAT Co-ordinator
Global IT June 2015 – October 2015
• Meetings: Lead and participate in daily and weekly meetings to efficiently discuss team’s
progress towards agreed targets and escalate issues where required
• Testing: Complete functional testing where required using multiple test tools eg HP ALM
and HP Sprinter and support Business Acceptance Testing
• Process Improvements: Work with other team members and members of other teams
to develop and improve processes and implement improvements to local working
practices. Using SAP to put together work orders for the various projects and making
sure all departments have signed the necessary parts, checking the status and chasing
until the work order has been signed off and is completed
2. • User Acceptance Testing: Arrange dates with users and organise the user acceptance
testing sessions, and keep them up to date with any changes to the events.
Customer Service Advisor
Telepeformance January 2015 – June 2015
• Customer Service: Professionally handle inbound calls, taking personal responsibility for
resolving customer issues. Resolution of customer queries and complaints
demonstrating success in chosen course of action. Uses known procedures to identify
and solve problems, tackling issues in a logical way.
• Sales: Maintain customer requirements and contribute to the overall improvement of
accounts.
• Data Input: Record data accurately using multiple in-house systems.
• Billing: Resolution and assistance with customer billing queries including billing
adjustment and refunds
• Communication: Ensures communication is accurate and informative and that the
implications of any recommendations are clearly communicated and understood,
effectively building rapport with the customer.
Customer Service Agent
EE May 2014 – January 2015
• Customer Service: Receive and respond to inbound and outbound calls in a timely and
professional manner. Assisting, advising and guiding customer with billing queries via the
phone and online chat. Enable the customer to understand their call plan, charges and
services associated with their EE account.
• Sales: Effectively handle campaigns involving email web-collaboration, faxes, data
processing fulfilment in order to contribute to the achievement of company strategy and
objectives.
• Data Input: In-house Excalibur EE system
• Billing: Resolution of customer billing queries including billing adjustment and refunds
• Product Knowledge: Advising customers of additional features and new products.
• Communication: Liaising with different EE locations and functions via telephone and
web chat. Provides valuable feedback into the business for optimisation of the
customer’s online journey.
Baristas – Coffeehouse
Dunelm Mill August 2012 – May 2014
• Deputising in the absence of the Coffeehouse Manager
• Customer Service: Welcome customers by determining their coffee interests and needs.
Educated customers by presenting and explaining the food / coffee drink menu.
Generated revenues by attracting new customers, defined new and expanded services
and products.
• Quality Check: Improved quality results by studying, evaluating, and re-designing
processes, implementing changes, maintaining and by improving the appearance of the
coffee bar. In addition to that prepared and served light meals and refreshments, cleared
tables and kept the areas clean and tidy.
3. • Sales Administration: Prepared bills for food, using computerised cash register / Office
PC – Using MS Office 2007. Effective communication with Head Office and suppliers via
the phone and email on a daily basis.
• Loss Prevention: Performed preventative maintenance as well as called for repairs and
maintained inventories by replenishing stock levels. Provided safe and clean work
environment by following organisation standards and sanitation regulations.
• Skills Development: Completing Customer Services Training Guide, to identify different
kinds of customer, those that know what they want, those who are not sure about
products and those that don’t have any knowledge.
Shift Manager / Team Leader
McDonalds October 2007 – August 2012
• Managing a Team: Highly skilled in providing supervision and support to staff having
strong leadership and motivational skills.
• Customer Service: In depth knowledge of ensuring a professional level of customer
services. Dealing with customer complaints and ensuring the customer feels valued.
• Sales Administration: Responsible for balancing the money held in the safe, making up
float money for the Sales staff at the start of the day.
• Stocktaking: Rotation and monitoring of stock to avoid waste, ensuring stock is used
within specified dates. Re-ordering of items when stock levels deplete and checking
deliveries. Entering delivery details onto the computerised stock control system.
• Skills Development: Initially joined as a Crew Member and progressed to becoming a
Crew Trainer prior to being promoted to a Shift Manager / Team Leader.
Team Member – Restaurant and Bar
The Spread Eagle May 2005 to December 2005
• High level of customer services.
• Handling cash
• Taking orders and ensuring orders were delivered in designated time
Vocational Education and Training
Paget High School September 1998 – May 2003
Maths C
English Literature C
English Language C
History E
Child Development F
Science E
Information and Communication Technology Pass
Shift Management equivalent to NVQ
Barista trained
ISTQB Certified Tester Foundation Level
Interests and Hobbies
