Lakshmi K

o Developed and maintained strong client relationship, acting as the primary point of contact for service related enquiries.

o Developed and implemented strategies to improve client satisfaction levels

o Implemented strategies for continuous improvement of service based on customer feedback data

o Managed communications between internal teams and external customers regarding our service offerings

o Management end to end delivery of IT testing services for national clients ensuring SLA compliance and customer satisfaction

o Maintained service delivery quality standards across the clients handled

o Reviewed existing service level agreements and proposed changes when necessary

o Resolved escalated customer issues promptly according to established procedures

o Analysed customer feedback survey results to identify opportunities for improvement

o Utilised technology solutions to automate tasks and improve service delivery effectiveness

o Negotiated contracts and SLAs with clients and vendors, ensuring alignment with business objectives

o Prepared and presented detailed reports on service performance, challenges and achievements to senior management

o Implemented continuous improvement process to reduce cost and improve service quality

o Worked closely with Project Managers, Developers, Designers, Product Owners, QA testers and other stakeholders throughout the entire SDLC cycle from concept through delivery

o Performed root cause analysis of production issues and proposed solutions for resolution

o Lead workshops with senior management teams to define project objectives, scope and success criteria

o Communicated effectively between business units and IT departments in order to resolved any conflict or misunderstandings

o Managed projects and served as primary liaison between client and multiple internal groups to clarify goals and meet standards and deadlines

o Managed requirement traceability information and tracked requirement status throughout the project

o Analysed data from source to improve decision making related to projects

o Present findings in a clear concise manner that is easily understood by stakeholders at all level of the organisation

o Conducted regular status meetings with internal teams and external partners to track progress against established milestones

o Enforced scrum values such as transparency, respect, commitment, courage, focus, openness and inspection

o Assisted with release planning and coordinated efforts between multiple teams working on related projects

o Monitored the progress of sprints providing stakeholders with visibility into project status

o Consistently worked to identify project risk, initiate risk mitigation and implement risk reduction action plan

Conducted demos of completed work at the end of each sprint cycle

o Identified areas where automation could improve efficiency in business operations

o Conducted stakeholder interviews to gain an understanding of current pain points and requirements

Design test plans, conducted user acceptance testing and monitored system performance post implementation

o Worked closely with Project Managers, Developers, Designers, Product Owners, QA testers and other stakeholders throughout the entire SDLC cycle from concept through delivery

o Performed root cause analysis of production issues and proposed solutions for resolution

o Lead workshops with senior management teams to define project objectives, scope and success criteria

o Communicated effectively between business units and IT departments in order to resolved any conflict or misunderstandings

o Managed projects and served as primary liaison between client and multiple internal groups to clarify goals and meet standards and deadlines

o Managed requirement traceability information and tracked requirement status throughout the project

o Analysed customer business processes and challenges to develop appropriate solutions.

o Collaborated with sales team to devise strategies to positioning products against competitors

o Advised on pricing structure based on market conditions, competitive landscape and customer need

o Collaborated with internal teams across departments to explain business requirements for new projects and change requests

o Drafted Functional scope and arrived at the Test scenarios and estimations for projects that were handled

o Reviewed test conditions and test cases and identified requirement gaps

Handled the defect management process and explained the defects to the respective stakeholders

o Checked and verified the accuracy of customer order details and payments information for processing

o Resolved any discrepancies with customer orders or payments promptly