Agnes Sharon

• PROJECT SCOPE: RE-ENGINEERING.
• Digital transformation of existing offline processes, actively engaged in co-lending supply chain finance, involves requirement gathering from the stakeholders, analyzing existing process flows, and updating them with current requirements. BRD preparation for approval, development, and push live.
• Dedupe Horizontal Module - Revised the existing flow.
• Market study of Scorecard GST underwriting.
• Develop business artifacts like the Scope Document, Technical Feasibility, User Stories, Acceptance Criteria, and Release Notes.
• Have good technical knowledge and experience in creating test cases for products.
• Excellent interpersonal and presentation skills.
• Contribute to project planning and effort estimation within scope.
• Generated presentations highlighting key insights from market research studies conducted.
• Created detailed reports outlining current product performance and potential improvements.

• PROJECT SCOPE: RISK MANAGEMENT
• Evaluating the proposed business process, gathering requirements, and conducting a perpendicular analysis to identify areas of improvement.
• Prepare comprehensive project documentation, such as feature listing, wireframes, BRD, FRD, and understanding document.
• I coordinated with the IT development team, taking ownership of the project for successful deliverables.
• Conducted agile meetings and sprint reviews, and concluded the sprint with release notes.
• Translated user needs into actionable items that could be addressed by IT teams.
• Drafted functional specifications documents outlining project scope, objectives and deliverables.

Project Scope: Amazon Customer Support.

• Deliverable of exceptional customer service for six months, averaging 30 resolved issues per day.
• Utilized strong communication and CRM expertise to answer customer inquiries, handling 40-50 calls and chats per day.
• Achieved a quick turnaround time through proactive problem-solving and rapport building.
• Reviewed incoming tickets and assigned them accordingly.