FAUZIYA NIKATH
Cimpress
Hyderabad
7
years of professional experience
Product operations analyst with experience managing the product life cycle, including requirements gathering, PRD authoring, sprint delivery, and post-launch QA across global product portfolios. Designed and implemented event-driven Jira Automation workflows to streamline processes, eliminating manual triage and improving operational efficiency by recovering approximately 25% of daily team capacity. Delivered 100% SLA compliance, reduced resolution time by 95%, data-driven decision-making, and cross-functional collaboration. Proficient in Jira, Confluence, SQL, Mixpanel, and Microsoft Office, with a strong focus on product operations, workflow automation, and scalable process improvement.
Work History
Product Analyst (Product Operations)
2 Years 1 Month- Managed the end-to-end product lifecycle for promotional products across the EU, US, AU/NZ, and India, including requirements gathering, backlog prioritization, sprint delivery, post-launch QA, and continuous product improvements.
- Collaborated with cross-functional stakeholders across Pricing, Merchandising, Fulfillment, and Engineering to gather, analyze, document, and validate business and functional requirements for product launches and enhancements, ensuring requirement traceability and successful delivery throughout the project lifecycle.
- Authored Epics, user stories, acceptance criteria, pricing rules, fulfillment logic, PRD's and UX requirements, ensuring end-to-end requirement traceability throughout the product life cycle.
- Worked closely with Engineering and Product teams during sprint planning, backlog refinement, defect triage, sprint reviews, to ensure accurate implementation of business requirements.
- Designed and implemented an end-to-end, event-driven Jira Automation workflow to automatically identify, classify, route, and assign pricing-related tickets based on predefined business rules, eliminating manual triage, reducing assignment time from minutes to seconds, improving operational efficiency, and recovering approximately 25% of daily team capacity through workflow automation and continuous optimization.
- Coordinated User Acceptance Testing (UAT), post-launch validation, and production support by preparing test scenarios, validating pricing logic, product attributes, and configuration accuracy while ensuring timely resolution of production issues.
- Delivered 100% SLA compliance across 400+ tickets by maintaining backlog hygiene, managing critical production issues, and driving structured Jira quality reviews.
- Reduced ticket resolution time from 24 hours to under 1 hour by developing a centralized knowledge base and standardized troubleshooting processes for recurring post-production issues.
- Delivered 25+ product launch batches comprising 1,000+ SKUs per release, streamlining product configuration workflows and eliminating cross-functional delivery bottlenecks across global markets.
- Developed Jira dashboards and executive reports to provide real-time visibility into sprint progress, SLA performance, and backlog health for leadership reviews.
- Identified and implemented process improvements through SOP standardization and workflow optimization, contributing to a 40% reduction in pricing-related defect tickets and improving release consistency.
Customer Relations Manager
2 Years 3 Months- Identified an opportunity to automate repetitive customer queries and led implementation of an AI chatbots solution, deflecting ~20% of daily inbound volume (8 of 40 daily queries) and lifting CSAT to 4.5/5.
- Resolved customer queries within 7 hours against a higher industry benchmark, maintaining a 4.5/5 CSAT score through SLA ownership, knowledge base optimization, and proactive follow-up.
- Used SharePoint, Outlook, and Mixpanel to monitor team performance metrics, identify bottlenecks, and implement process improvements that raised efficiency and cut average response time.
- Contributed to the SEO team designing blog pages for e-GMAT using WordPress and SEO strategy, taking the blog page to #1 on GMAT Club.
- Earned the Best Customer Retention rating through top-tier resolution quality and strategic sales support.
- Served as internal subject matter expert on product features, speeding query resolution and building documentation that reduced escalation rates.
Academic Content Developer & Reviewer
2 Years 2 Months- Delivered structured, exam-ready academic content for competitive exams in collaboration with course developers, consistently meeting tight deadlines in a peer-reviewed environment.
- Conducted onboarding and training sessions for new recruits, supporting team ramp-up and maintaining content quality standards across the project.
Education
B.E. - Electrical & Electronics Engineering
Skills
Agile methodologies
Cross-functional Collaboration
Gap & Data Analysis
PRD Authorship
Process Optimization & SOP Design
Product Roadmap & Backlog Management
SLA Management
Stakeholder Management
UAT & Acceptance Criteria
WBR Reporting
Amazon Q
Confluence
Figma
Jira
Mixpanel
MS Visio
Postman
Rovo
Snowflake Cortex AI
Splunk
SQL
Swagger
UML
WordPress
Postman
Rovo
Snowflake Cortex AI
Splunk
SQL
Swagger
UML
WordPress
Timeline
Product Analyst (Product Operations)
Cimpress
07.2024 - CurrentRead More
Customer Relations Manager
e-GMAT
11.2021 - 02.2024Read More
Academic Content Developer & Reviewer
Embibe (Freelance)
09.2019 - 11.2021Read More
Visvesvaraya Technological University
B.E. from Electrical & Electronics Engineering
Read More