Riyaz Mir

Supervised 3 development teams (Android, iOS and Windows) and facilitated development and delivery of one of the key Scalefusion feature that can improve customer enrollments of this devices faster by 30% and also streamline the device configuration process. Drove strategic planning, and stakeholder relationship management.

• Held routine communications with company stakeholders to outline process improvement projects and requirements.
• Ensured proper use of and adherence to Agile frameworks across multiple sprints, test runs, and project.
• Participated in Agile ceremonies, including sprint planning, daily stand-ups, and retrospective meetings for efficient project execution and continuous improvement.

Spearheaded daily scrums to meet delivery goals and maintain 100% success rate with meeting software development goals YoY for 3-year period. Utilized cross-functional collaboration to ensure project success.

• Coordinated with leadership team and stakeholders to define project requirements.
• Championed scrum and Agile methodologies to streamline daily operations and maximize team efficiency.
• Drove ongoing communications with developers, quality assurance (QA) testers, and product managers.
• Incorporated feedback and initiatives updates as requested during scrum projects.
• Diagnosed and troubleshooted complex software issues, providing advanced technical support to customers.
• Acted as a trusted technical advisor to customers during their evaluation process, offering product demonstrations, best practices, and technical support.
• Provided recommendations and guidance on product selection and integration with customers' infrastructure.

• Respond to customer inquiries via phone, email, or other channels
• Troubleshoot technical issues and provide solutions to customers
• Suggest improvements to the customer experience based on feedback from customers
• Meet or exceed customer satisfaction goals and targets.

• Act as a primary point of contact for customers and provide guidance on how to use the company's products or services
• Identify customer needs and provide solutions to help customers achieve their goals
• Monitor customer usage and provide insights on how to achieve the most value out of the product
• Follow up with customers regularly to ensure their satisfaction and identify areas for improvement
• Collaborate with internal teams to resolve customer issues and requests
• Track and analyze customer data to identify trends and opportunities to improve the customer experience