EXPERIENCE
EXPERIENCE
1. Collaborated with stakeholders to define project scope, deliverables, and timelines for QA and backend integration projects, developed test strategies and acceptance criteria in Jira and Confluence.
2. Directed cross-functional teams in executing SIT and UAT cycles, managing tasks in Scrum Boards, and integrating automated test scripts into CI/CD pipelines via Jenkins .
3. Tracked progress using Jira dashboards and defect reports, expediting resolution by 20% through effective prioritization and collaboration with developers via Slack/MS Teams.
4. Managed project budgets, vendor contracts, and procurement of testing tools/licenses, ensuring resources were allocated efficiently and expenditures remained within approved limits.
5. Delivered project closure reports, documented lessons learned in Confluence, and presented performance dashboards to stakeholders, driving process improvements that reduced post-release defects by 15% and increased overall coverage by 35%.
Coordinated with supervisors to identify customer service process gaps and set daily resolution targets for high-priority cases.
Managed customer inquiries for the North America region via Amazon Connect, processing refunds, replacements, and expedited deliveries within SLA.
Used Salesforce Service Cloud and internal CRM to track case status, escalating unresolved issues and maintaining high CSAT scores.
Provided resolution summaries and ensured cases were closed with accurate documentation, improving first-contact resolution rates.
Supported product launch readiness by preparing troubleshooting protocols and internal knowledge base updates for Alexa and other device lines.
Delivered multi-channel support (chat, email, voice) for hardware/software issues, optimizing workflows across India and North America teams.
Analysed case resolution times, reducing average handling time by 18% during peak seasons.
Finalized issue reports and knowledge articles in Confluence, increasing first-contact resolution by 15% and enhancing customer retention.