ANUSHREE TIWARI

Project:(In-House Help Desk Tool)

About the Project: Enhancing our internal processes and customer support systems. It involved developing and implementing an in-house help desk tool. This tool was designed to streamline our support operations, ensuring that customer inquiries and technical issues are addressed efficiently and effectively."

Role:

My role in this project included analyzing existing support workflows, identifying areas for improvement, and collaborating with our IT team to design and implement the new tool. I worked closely with stakeholders to ensure that the tool met our operational needs and provided a seamless user experience.

The implementation of this tool has significantly improved our response times and resolution rates for customer inquiries. It has also allowed us to better track and analyze support trends, enabling us to refine our services and improve overall customer satisfaction.

Responsibilties

• Elicit and translate requirements into user stories and epics, and create acceptance criteria according to the business requirements.
• Organize & Lead requirement gathering meetings using techniques like interview, Interface analysis, Document analysis, Brainstorming Sessions and FOCUS Group discussions.
• Delivered other requirement documents, like Use Cases, Process Flow, Change Request, Requirement Traceability Matrix, BRD, and FRD's.
• Participated in daily scrum meetings and also participate in scrum events like scrum review, scrum retrospective meetings
• Coordination with the technical and testing team to help them understand the product's functionality.
• Proactively identified gaps in requirements and worked with the stakeholders in to resolve them in the early stages of sprint.
• Translated High Level business requirements into detailed user stories with Acceptance criteria in tools like JIRA.
• Documenting high level and detailed requirements using elicitation techniques such as scenarios (use cases), prototyping.
• Participated in backlog grooming sessions to ensure stories are INVEST-compliant.
• Contributed to user acceptance testing (UAT).
• Ensured traceability of requirements from story to test cases and final deployment.
• Conducted induction and training programs for new team members and business users on product functionality.

Project: Enhancement of Service Portal

About The Project: End-to-end development of a custom Human Resource Management System (HRMS) tailored to meet the company’s internal HR and employee management needs. The objective was to digitize and streamline HR operations across departments, enabling better workforce management and improved employee experience. This tool significantly improved HR efficiency by reducing manual processes, ensuring data accuracy, and providing real-time visibility into employee records and HR activities

Key functionalities of the tool included:

Employee onboarding and offboarding

Leave and attendance management

Payroll processing and performance tracking

Document management and self-service portal

Responsibilities

My responsibilities included gathering and analyzing business requirements, conducting stakeholder interviews, preparing detailed BRDs and user stories, and collaborating closely with UI/UX designers and the development team to ensure functional alignment.

Coordinated and participated in UAT to ensure issues are tracked and resolved before deployment and worked with the HR team to roll out the system across the organization.

Collaborate with Product Owners to implement PropTech (Property Technology) solutions for the internal use.

Identify financial, and operational risks in real estate projects.

Interacted with stakeholders to create user stories and epics.

Monitored sprint burndown charts, team velocity and story completion rates to ensure timey delivery in Agile discipline.

Supported Prouct Owner in backlog prioritization and release planning.

Wrote manual test cases, conducted gap analysis, and performed solution mapping to align business needs with technical capabilities.

Provided UAT support, system configuration, and defect resolution.

Improved property management, leasing, and transaction workflows.

Identified inefficiencies in property listing, customer onboarding, and legal compliance.

Designed and maintained process maps(AS-IS/To-BE).

Work with IT teams to implement digital solutions such as CRM, and property management systems.

About the Project:, Development of a comprehensive Exam Management System aimed at streamlining and digitising their exam operations. The primary objective was to create a centralized software solution that would allow Pearson to manage critical aspects such as:

Candidate details

Exam schedules

Exam center information

Paper rescheduling and cancellation

The solution enabled Pearson to gain real-time visibility into their exam operations, improve efficiency, and reduce manual errors by automating several key processes.

Cooperate diligently with other IT team members to plan, design, and develop smart solutions.

Responsibilities

Responsible for gathering and analyzing business requirements, engaging with stakeholders to understand pain points, and translating them into functional specifications for the development team. I also participated in system design discussions, created detailed documentation (BRDs, user stories, process flows), and supported UAT and post-deployment validation.

Perform product management functions starting from ideation, gathering business requirements, development, and implementation of the product life cycle, UAT, until product delivery.

Interacted with project managers, developers, and technical support to determine optimal specifications.

Managed all phases of the software development life cycle (SDLC) for multiple projects.

Understanding and experience of the Systems Development Life Cycle, Business Requirement Specification, and Technical FSD.

Coordinated with departments to ensure delivery. Discussing with the development team on effort estimation and following up on product releases.

Participate in functional testing, sanity testing, and UAT.

Demonstrate the newly developed functionalities to the client.

Responsilities

Promptly handled an average of 80 customer inquiries and complaints per day with a 96% customer satisfaction rate.

Solutions-driven, customer centric professional with significant experience in handling all aspects of service functions.

Managing customer centric operations and ensuring customer satisfaction by achieving delivery and service quality norms.

Identifying improvement areas & implementing measures to maximize customer satisfaction levels.

Involved in Non-Voice operations - customer queries and complaints handled through emails.es to the client.