Umut Kucukdurmaz

Experience

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  Adecco

  Jul 2004 - Nov 2005

  Turk Telekom Call Center and Back Office Agent

  • Made outgoing calls to customers to solve their problems about services which couldn’t be solved by Call Center,• Tested new phones for VAS services and doing back office operations such as tariff changes and postpaid-prepaid migrations.• Answered incoming calls in English and Turkish with the highest service quality approach to enlighten customers about services and compromise customer complaints.• Supporting tickets for back office operations.

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  Turk Telekom

  Nov 2005 - Nov 2006

  Fraud Specialist

  • Tracked usage of lines, took necessary actions to prevent abuse of GSM lines to obstruct third person to gain revenue over GSM lines.• Tracked roaming agreements signed with other operators, informing the team about new agreements and updates concerning Fraud.• Prepared and sent high usage reports based on the agreement criteria to foreign telecom operators. Received and analyzed high usage reports sent by foreign telecom operators.

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  Turkcell Superonline

  Jun 2007 - Dec 2009

  Fraud & Revenue Assurance Specialist

  • Stated and prevented risks on revenue which could cause leakages, set controls and made them operated to provide the revenues flow correctly, prepared and run revenue assurance controls.• Improved and operated Fraud controls, made Fraud prevention analysis for new services and products, directing related parties to minimize these risks.• Audited processes, efficiency of operational controls; reported risks and followed up the developments which will be made by the other parties for the risks reported.• Leaded business unit activities of projects related to Fraud or Revenue Assurance (I worked with foreign consultants).• Looked over particular agreements as Carrier and corporate customer agreements before they're signed. Looked over residential subscription documents before version updates. Revised risky matters for the company and adding matters to increase safety of company.• Followed price discounts made by Sales teams.• Detected if incoming invoice amount is higher than it should be. Requested the correction for the invoice amount from the provider.• Reported eventuated works of Fraud and Revenue Assurance monthly to the senior management. Show less

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  Yapı Kredi

  Jan 2010 - Jan 2019

  Senior Business Analysis & Quality Assurance Specialist

  − Mentoring other BA & QA specialists during BA and QA activities to increase their performance.− Documenting functional analysis and test plans; creating and running manual test cases using MS Excel or Aqua.− Testing REST and SOAP web services using SOAP UI before or during functional tests.− Running smoke, integration, regression, black box, system and functional tests in the test environment.− Guiding business units during user acceptance tests.− Executing the defect management in all test phases using JIRA.− Analysing customer logs when necessary by using MS SQL or TOAD.− Ensuring services and integration designs are meeting the customer needs.− Coordinating works with foreign third-party companies.− Reporting the progress of important tasks to the management.− As a Scrum Master or development team member, ensuring customer satisfaction through early and continuous delivery of valuable software.− In Agile projects, analysing and eliciting user stories and acceptance criterias with product owners to prevent lack of analysis before development.− Using techniques such as User Story, Business Process Diagram, GUI Design, Design of Parameters, Logging Design and Conceptual Data Modelling during analysis activities. Show less

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  Cheil UK

  Apr 2019 - now

  Business Analysis & Quality Assurance Manager

  − Executing and leading the Business Analysis (BA) & Quality Assurance (QA) tasks in the projects with the focus of achieving the goals. Tracking the progress and ensuring the continuity and high quality in the operation.− Assigning the projects, tasks or tickets to the team members considering their skills, experience and workload in order to achieve a high quality QA operation.− Execution of management activities such as leadership, mentoring, coaching, administrative activities, goal setting and performance evaluation for the team members.− To achieve a standard in the operation, designing and creating the BA and QA frameworks, team procedure which includes the definitions, BA and QA scopes, and instructions for business analysis techniques, test types, defect management, document templates, duties, roles and the expected skills. Improving the framework and the documents when necessary.− Estimation of future resource need, execution of recruitment tasks such as interviewing the candidates, deciding on successful candidates. Training and onboarding of the new starters.− Developing Test Automation Framework in JAVA (using Selenium, Maven and Cucumber) to detect the issues. Tracking bug fixes and reporting to the client.− Working closely with the development team and with the client to execute BA tasks such as functionality modelling, inter-functional relationship modelling, user stories, requirements, workflows, GUIs, integration modelling, parameter definitions, conceptual data modelling, logging and reporting.− Executing non-functional tests such as compatibility, accessibility, synthetic testing stated in the QA Checklists.− Creating test cases for functional tests as functionality testing, regression testing and API testing and executing the tests.− Executing defect management during the test phase and the UAT phase. Tracking the fixes for re-testing and reporting the status of the overall tests to high level management. Show less