Giannis Kostikos

• Designed and implemented the complete QA strategy from the ground up for a new B2C retail platform.
• Collaborated closely with Product, UX, and Development teams to clarify requirements and align features with business goals and user needs.
• Translated complex business requirements into clear, testable functionality with strong focus on end-user value.
• Conducted ongoing gap analysis between specifications and implementation, refining acceptance criteria and minimizing rework.
• Actively contributed to backlog grooming and sprint planning by assessing feasibility, risk, and business impact.
• Led UAT planning and execution with real-world scenarios, ensuring product quality, usability, and stakeholder satisfaction.

• Executed thorough test plans for CRM implementation, managed defect tracking, and coordinated comprehensive UAT cycles.
• Enhanced QA processes through API testing with Postman and automated tests using TestSigma.

• Managed QA processes focused on CRM performance optimization.
• Led critical CRM initiatives including Pancreta Bank project and the HSBC-Macedonian Bank merger through rigorous testing and UAT execution.
• Enhanced product quality via systematic manual testing, error analysis, and continuous improvement initiatives.

• Successfully led portfolio migration projects, optimizing CRM workflows.
• Conducted stakeholder workshops, defined requirements clearly, and developed detailed process maps.
• Authored user manuals and managed automation initiatives, significantly boosting operational efficiency.

QA Engineer - Proactive Retention (Dec 2019 – Jan 2022)

• Led QA for digital journeys, optimized CRM processes, and collaborated with Agile teams for continuous improvements.

UAT Tester – Business Systems Acceptance (Nov 2017 – Dec 2019)

• Performed QA on CRM system updates, as well as in digital channels, identified optimization opportunities, authored detailed user manuals, and supported smooth business transitions.

Backoffice Representative (Dec 2015 – Oct 2017)

• Improved CRM operational processes, provided leadership during process enhancements, and trained teams on CRM functionalities as well as department's processes.

• Coordinated editorial processes, produced digital content, managed publication schedules, and delivered high-quality journalism, enhancing audience engagement and content quality.