Kavya B S

August 2020 - Februry 2022

• Led requirements gathering and documentation for enterprise-wide digital transformation projects.
• Collaborated with cross-functional teams to design and implement process improvements.
• Managed end to end delivery of education ERP solution ensuring deadlines, quality standards and client expectation set.
• Led a team of 5 members, driving performance through clear goal-setting, coaching and regular performance review.
• Led end-to-end CRM operations, managing ticket lifecycle (PR, SR, CR) and ensuring adherence to SLA.
• Conducted Root Cause Analysis for recurring issues, identifying underlying problems and implementing permanent corrective actions.
• Collaborated with Product Owners and stakeholders to define, prioritize and refine user stories in the product backlog.

• Partnered with clients to understand business needs and translate them into functional specifications.
• Conducted gap analysis and proposed IT solutions to improve system efficiency and customer experience.
• Coordinated UAT with stakeholders and ensured successful rollout of new system features.
• Managed daily PR, SR and CR tickets in the CRM tool, ensuring timely assignment, tracking and resolution as per SLA.

• Assisted in preparing and executing manual test cases for web applications.
• Performed functional, regression, and smoke testing to ensure application stability.
• Logged, tracked, and verified defects using ALM tool.
• Collaborated with developers and business analysts to clarify requirements and resolve issues.
• Supported User Acceptance Testing (UAT) and provided feedback to stakeholders.

March 2022 - March 2023

• Took a career sabbatical for maternity and child care.