Snehal Kirkise

Product support origination in Morningstar aims at providing Best in Class Customer Experience by making standardized process across globe. Responsibilities include but are not limited to -

• Working closely with Internal Implementation team to onboard client post sale and manage change requests
• Partner with product owners to provide feedback and enhance products to better suit client’s needs
• Create knowledge base Sop’s, Statement of work, knowledge articles, user guides, FAQ using Confluence
• Familiarize with both functional & Technical aspects of product. Gain expertise in knowing & Configuring client solutions using skills like HTML, API , JSOM/XML, Working with Cloud components (AWS)
• Understanding of How agile product development team works, JIRA issues, release schedules, test environments. Closely coordinate with development teams to make sure client issues are fixed
• Use CRM tools like Salesforce to create reports, dashboards, manage clients etc.
• As people manager focus on individual development. Closely monitor NPS scores for team and develop plan to improve

Achievements-

• Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions, and common goals.
• Delivered feedback on troubleshooting guides and contributed to continuous improvement of issue resolution and support processes.
• Distinguished product issues and gathered information on customer experiences.
• Globally reformed process for knowledge certifications
• Maintained NPS score of 80+ for current team.
• Executed product solution demonstrations with internal and external users during troubleshooting calls.
• Cross-trained existing employees to maximize team agility and performance.
• Kept detailed records of daily progress to identify and correct areas needing improvement.
• Captured client feedback and recommended and advocated for product enhancements based on personal expertise and evaluation of customer needs.
• Managed and prioritized multiple projects simultaneously, worked independently and drove results.

Responsibilities

• Develop business requirements, manage conflicting priorities and multiple stakeholders across regions
• Translate workflow/UI requests from internal stakeholders and external clients into detailed product backlog
• Participate in Backlog grooming, sprint planning & Sprint retrospective
• Make sure story point estimations is justified, accommodate urgent bug fixes in sprint (prioritizing backlog). Build/maintain product roadmap
• Build Statement of Work for clients’ needs and help them through implementation. Advice clients on technicalities and help them integrate Morningstar products on their varied platforms.
• Build product development strategies by understanding client’s needs

Accomplishments

• Derived conceptual designs from business objectives to deliver software and applications according to specifications for usability, performance and functionality.
• Created user stories, design mock-ups using In-Vison.
• Worked on JavaScript solution and AWS servers to implement new cloud components over legacy Dot net solutions
• Interacted with internal customers to understand business needs and translate into requirements and project scope.
• Assigned tasks to associates, staffed projects and updated involved parties to enhance optimal business flow.
• Surveyed clients to ascertain requirements and expectations for product.

Responsibilities

• Provide QA efforts for Enterprise clients
• Provide estimations using Planning Poker technique
• Identify, manage, and communicate project scope changes, risks, and
• Communicate Issues to development team\Product specialist
• Document and define Acceptance criteria on JIRA stories
• Identify technical\functional gaps in requirements if any and sit with
• Product owner to get them resolved
• Provide Root cause analysis for identified bugs
• Monitored KPIs to proactively address bottlenecks and quality issues.

Responsibilities

• Worked as QA and responsible for test case writing, reviews &
• Created comprehensive test plans, test scripts and use cases to support testing objectives.
• Reviewed, evaluated and identified requirements for testability.
• Execution, status reporting, driving status call with client
• Deciding Testing approach and preparing coverage matrix, gap
• Analysis, test execution, coordination with analysts and developers
• Prepared status reports and active involvement in driving client calls
• Work as Subject Matter Expert, prepare Knowledge sharing
• Analyzed test results and prepared system-level evaluation reports to verify and validate system performance.
• Directed technical personnel in fabrication of testing and test control equipment.