Pooja Shinde

I am a part of BMC customer experience team that aims to improve the customer’s online experience by understanding the customer needs to be based on the feedback and market analysis.

Key responsibilities are -
1. Liaison and manage BMC’s key customer success leaders/stakeholders and identify the pain points and improvements needed
2. Do the market/competition analysis and provide the recommendations against the identified pain points
3. Discuss the problem with the technical architects and SMEs to identify the high level/ probable solution
4. Schedule workshops/meetings with the key stakeholders and get the inputs and sign off on the proposals
6. Manage E2E requirements I.e. features/user stories
7. Wireframes, As-Is and To-Be process diagrams, UAT, Demo and production support are the other key responsibilities.
8. Expert in agile/SAFe methodologies with hands-on experience in tools like Confluence, Rally, Jira, Figma, Visio, Microsoft office suite( Powerpoint and Excel), Salesforce UAT app etc

9. Involved in Scrum ceremonies as Backlog Refinement, Sprint planning, Sprint retrospective, Daily scrum meeting.

10. Manage day-to-day communication between stakeholders, IT Manager, Delivery management.

• Improved business direction by prioritizing customers and implementing changes based on collected feedback.
• Analyzed key aspects of business to evaluate factors driving results and summarized into presentations.
• Conducted interviews with key business users to collect information on business processes and user requirements.
• Executed analysis of risks and identified risk mitigation strategies.
• Performed gap analysis to identify areas of improvement.
• Organized system operating procedures to strengthen controls.
• Identified needed business improvements and determined appropriate systems required to implement solutions.
• Assessed business requirements to create focused solutions.
• Developed diagrams to describe and lay out logical operational steps.

• Provided primary customer support to internal and external customers.
• Answered product and service questions, suggesting other offerings to attract potential customers.
• Provided seller support on refunds, posted feedback and policy changes.
• Offered advice and assistance to customers, paying attention to special needs or wants.