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MILKA KARANJA

@milkakaranja

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Empathetic Customer Support Specialist dedicated to positive outcomes.

United States

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What I'm looking for

I am looking for a role in a dynamic environment that fosters growth and innovation.

I am an empathetic and results-driven Customer Support Specialist with a strong foundation in delivering clear, thoughtful, and effective support in fast-paced environments. My ability to communicate complex ideas in simple, user-friendly language has been instrumental in turning challenging customer interactions into positive outcomes. I take ownership of issues and solve problems end-to-end with minimal delegation, ensuring that customer satisfaction remains a top priority.

Currently, I work as a Test Analyst at Oracle Cerner Corporation, where I design and execute comprehensive test plans based on risk-based testing strategies. My experience includes conducting requirement analysis, logging and tracking software defects, and collaborating with development teams to ensure timely resolution. I have also participated in piloting new testing tools and quality improvement initiatives, enhancing testing processes and optimizing system reliability.

With a Bachelor of Science in Information Technology, I have developed a solid technical skill set that includes strategic test planning, quality assurance controls, and proficiency in tools like RQM, JIRA, and SQL. I am eager to learn and contribute to innovative teams that prioritize growth and continuous improvement.

Experience

Work history, roles, and key accomplishments

Current

Test Analyst

Current

Oracle Cerner Corporation

Jan 2020 - Present (5 years 4 months)

Designed and executed comprehensive test plans for manual, automated, and exploratory tests based on risk-based testing strategies. Conducted requirement analysis, evaluated system specifications, and collaborated with development teams to ensure timely resolution of defects. Participated in piloting new testing tools and quality improvement initiatives.

Test Planning Root Cause Analysis SQL Agile Waterfall Quality Assurance

QA Tester

TestIO

Jul 2019 - Present (5 years 10 months)

Conducted functional and regression testing for web and mobile applications on a global crowdsourced platform, ensuring adherence to company standards. Developed and executed test scenarios based on client requirements. Delivered clear, concise bug reports and suggestions to development teams.

Functional Testing Regression Testing Web Testing Mobile App Testing Bug Reporting Test scenarios Quality Assurance

Merchandise Analyst

Mbugus LLC

Jan 2015 - Present (10 years 4 months)

Collected and analyzed data to support inventory and merchandise allocation strategies, collaborating with planning teams to optimize product assortments and drive sales. Delivered actionable insights and ad hoc reports to senior stakeholders. Improved team efficiency through onboarding and mentoring new analysts, building strong client relationships that resulted in improved service and business

Data Analysis Inventory Management Merchandise Allocation Mentoring Client Relationship Management

EPIC Consultant

ESD Consulting

Feb 2013 - Present (12 years 3 months)

Delivered go-live and post-implementation support for EPIC software at healthcare facilities, assisting end-users with technical issues, software navigation, and workflow optimization. Logged incidents, escalated issues, and documented resolutions in ticketing systems. Collaborated with physicians and clinicians to troubleshoot and resolve real-time clinical workflow problems.

Epic Go Live Support Technical Support Workflow Optimization Troubleshooting Ticketing Systems

Customer Service Specialist

UnitedHealth Group

Sep 2008 - Present (16 years 8 months)

Reviewed pharmacy claims for accuracy and resolved issues related to claim rejections. Supported internal quality initiatives, including audits, rebuttals, and process improvements. Facilitated training sessions for new employees on QA standards and systems, while providing excellent customer support, maintaining member accounts, and processing prescription orders.

Customer Support Quality Assurance Auditing Process Improvement Training

Education

Degrees, certifications, and relevant coursework

American InterContinental University

Bachelor of Science, Information Technology

Grade: Magna Cum Laude

Specialized in Software Analysis and Development, focusing on key areas such as Database Management Systems, Systems Analysis and Design, and Project Management. Relevant coursework included Operating Systems and Object-Oriented Programming using Java, VB.Net, and MS Access.