RIYA GUPTA

Project Overview:

Collaborated on the H&M support project, focusing on customer experience and backend operations to ensure seamless order fulfillment and client satisfaction.

Skills and Tools:

• Customer Support & Issue Resolution
• Order Management Systems
• Data Analysis & Reporting
• Effective Communication & Management

Key Achievements:

• Reduced average resolution time for delivery discrepancies by 25% through proactive monitoring and streamlined communication channels.
• Improved customer satisfaction scores by 15% by ensuring timely and accurate communication regarding order and payment statuses.
• Enhanced data accuracy by implementing client information using specialized utilities.

Project overview:

Perform regular development and maintenance work in Hybris Backoffice CMS for e-commerce contents.

• Enriched product information and managed banners across various platforms, including web, mobile web, and mobile app.
• Managed access to content platforms such as ContentStack, Brightcove, Brandnext, and other content feed platforms.
• Conducted periodic reviews of digital platforms to assess content quality, performance, and identify issues.
• Worked closely with the supervisor to administer and manage current content platforms and upcoming projects.

• TOOLS AND FRAMEWORKS :

SAP Hybris, JIRA, ContentStack, BrandNext and BrightCove

Project Overview:

Internal Project (Hybris B2C)

State of Rosebud (Citizen Engagement Accelerator), It's a purpose built extension to SAP Commerce for the public sector. It helps bring services to citizen through a single, unified interface that allows end use to navigate across all content easily through one single user interface., Involved in implementation of OCC Extensions.

• This project aims at providing real world project experience which covers B2C accelerator concepts (both functional and technical) using SAP Commerce version 2105.
• Familiarize with SAP Commerce OOTB features and MVC architecture.
• Understanding different layers in SAP Hybris (controllers, facades, services and DAO) and WCMS.
• Involved in implementation of OCC Extensions.
• Performed platform upgrade to the new version released by SAP and resolving issues if any.
• Conducted regression testing, bug fixes, and security scan issue resolutions.
• Creating story level documentation for future reference.