Lekhana N R

Project: Dentsply

Worked on the Dentsply Sirona e‑commerce platform as part of the Shop Re‑design project, focusing on validating the redesigned shopping experience across multiple locales and platforms (web and mobile) to ensure functional accuracy and cross‑device consistency.

• Designed and executed comprehensive test cases leveraging Copilot, ensuring full business requirement coverage
• Conducted cross-device UAT (desktop, mobile, and tablet) across QA and Staging environments, delivering a defect-free production release
• Identified, tracked, and resolved pre-production UI and functional defects through structured UAT cycles, reducing post-release incidents
• Performed post-release production validation, confirming all critical functionalities operated as expected within the live environment
• Monitored and resolved post-production issues in collaboration with development team, minimising business disruption
• Streamlined regression test suite by optimising test case efficiency, enhancing execution time while ensuring comprehensive coverage
• Led project knowledge transfer from Capgemini to Charles Hudson team, ensuring continuity of processes and documentation

Web & Content Management

• Configured and launched online promotions, web pages, and banners, ensuring accurate and timely content delivery
• Validated promotions and web functionality, A/B testing across lower environments (Staging) and production, ensuring seamless user experience

Defect & Issue Management

• Identified and resolved environment-specific defects in lower environments prior to production deployment
• Prioritised and resolved critical production issues on Lowes.com with urgency, minimising customer impact
• Conducted root cause analysis to identify recurring issues and drive continuous process improvements

Collaboration & Delivery

• Partnered with Business and Development teams across release cycles to ensure smooth and timely feature rollouts
• Managed incident lifecycle end-to-end, from creation to resolution, maintaining system stability on Lowes.com
• Effectively prioritised tickets and tasks to consistently meet deadlines across concurrent deliverables

Reporting & Documentation

• Designed and built dashboards to visualise data analysis results, supporting data-driven decision making
• Reviewed and maintained process documentation on Confluence, ensuring accuracy and up-to-date team references

Team Enablement

• Mentored and supported colleagues, fostering a collaborative and knowledgeable work environment

Category Management

• Managed and optimised Electrical, Sports, Leisure, and Toys categories, driving product availability and customer satisfaction
• Coordinated with 60+ vendors to ensure timely delivery of goods, resulting in reduced cancellation and return rates while improving SLA compliance
• Prepared and distributed quarterly vendor scorecards, enabling data-driven performance tracking and vendor accountability
• Generated category-wise performance reports for management, supporting strategic decision-making and business planning

Incident Management

• Managed end-to-end incident lifecycle for Tesco.com, including logging, triaging, prioritising, and resolving issues reported by internal teams and vendors
• Addressed and resolved issues related to orders, inventory, pricing, images, content, and site functionality in coordination with relevant stakeholders
• Acted as a central point of contact between internal teams and vendors, ensuring timely communication and swift resolution to minimise business and customer impact

E-Commerce Operations

• Managed end-to-end e-commerce operations including product listings, inventory, pricing, order fulfilment, returns, and payments across 24+ marketplaces including Amazon, Flipkart, and Pepperfry
• Established foundational processes and workflows as a pioneering contributor to the e‑commerce division.

Team & Knowledge Management

• Onboarded and trained new team members, building team capability and ensuring consistent operational standards across the business

Product & System Development

• Collaborated with external technology team to develop an in-house business management system for ecommerce division, contributing detailed business requirements and conducting end-to-end functional testing to ensure the solution met operational needs

Reporting & Analytics

• Prepared and presented weekly business performance reports covering key metrics including SKUs sold, order fulfilment rates, payments, cancellations, and returns, enabling data-driven decision-making for the business.