Taguhi Martirosian

Defined QA strategy and test plans and executed functional, regression, performance and load testing across web, mobile and API platforms, improving release quality and reducing production defects. Reported test analysis and collaborated with stakeholders to clarify requirements and timelines.

Managed collection and repossession teams, implemented payment and return policies, and coordinated with law enforcement and legal teams to exceed recovery and cure rate targets while reducing losses from delinquent accounts.

Provided technical customer support, managed incident tickets in Jira and incident management tools, and coordinated with solution architects to resolve issues within SLAs and improve customer satisfaction.

Supervised collections operations including debtor monitoring, invoicing, dispute resolution and team training, improving recovery workflows and ensuring accurate legal case preparation.

Managed debtor lists, prepared promissory notes and statements for legal cases, and executed targeted collection campaigns to increase recovery rates and meet profitability goals.

Led service centre team operations, analyzed service data for planning, handled customer complaints and improved service KPIs through staff engagement and process coordination.

Delivered customer service per company standards, resolved customer concerns and escalated major issues while adhering to policies and safety guidelines.

Managed office operations, prepared meeting materials and minutes, coordinated staff workflow and handled incoming business requests to ensure smooth administrative processes.

Completed a master's program in English language teaching with focus on pedagogy and language instruction.