Erra Divya

• Working closely with product owners and stakeholders to translate business needs into valuable opportunities.
• Gathered feedback from end-users to identify areas for system enhancements or adjustments to better align with evolving business requirements.
• Develop and maintain comprehensive business process documentation, including functional specifications, process maps, workflow diagrams, and standard operating procedures.
• Managed stakeholder expectations by providing clear updates on project progress, risks, and mitigations.
• Conduct 3 amigos sessions to break down high level requirements into detailed user stories.
• Perform integration mapping, data modelling, REST API micro-services validation.
• Actively worked on AWS Cloud Technologies.
• Facilitate communication and collaboration among team members and act as a bridge between technical and non-technical stakeholders.
• Maintain and update the JIRA kanban board, ensuring it accurately reflects the status of work items and project priorities.
• Conduct regular stand-up meetings to review progress, and adjust priorities as needed.

Tools & Software: AWS, JIRA, Confluence, Trello, MIRO, FIGMA, Kanban, Postman, Swagger, DBeaver.

• Collaborated with team members for better understanding of project requirements.
• Enhanced user experience by developing and implementing responsive web designs.
• Strong Requirements elicitation, stakeholder management, process mapping and good understanding of JIRA/Confluence.
• Acquired knowledge of backend development utilizing Spring Boot, creating RESTful APIs, and interacting with databases.
• Implemented reusable and modular components, contributing to efficient code maintenance.
• Engaged in pair programming and code reviews as part of Agile workflow.
• Established strong working relationships with colleagues through effective communication and teamwork skills, fostering a positive work environment conducive to innovation.
• Hands-on experience in web development by creating responsive and interactive frontend applications using HTML, CSS, JavaScript. Basic understanding of React JS and AWS.
• Strong understanding in Web Services (REST API). Exposure to CI/CD pipeline process using GITLAB. Good experience in Database using SQL queries, Postgres SQL.
• Actively engaged with the Apigee platform, gaining foundational insights into API management.

Tools & Software: Jira, Confluence, GitLab, Spring Boot, MongoDB, Postman, Trello, and React.js.

• Handled customer inquiries and suggestions courteously and professionally.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Collaborated with cross-functional teams and stakeholders to gather and analyse customer feedback.
• Contributed to the development and delivery of training programs for customer service standards and adherence to best practices.

Tools & Software: PEGA, Salesforce Classic, Salesforce Lightening, Microsoft Office.

• Provided exceptional customer service to diverse clientele, fostering an atmosphere of inclusivity and respect.
• Documented conversations with customers to track requests, problems, and solutions.
• Determine service needs and accurately input information into electronic systems.
• Educated clients on how to navigate company systems and work within established frameworks to obtain desired services.

Tools & Software: PEGA, Salesforce Classic, and Salesforce Lightening.

• Supervised day-to-day operations to meet performance, quality and service expectations.
• Maintain subject matter expertise of applicable sales and privacy and consumer laws and regulations and compliance risk management framework.
• Helped with planning schedules and delegating assignments to meet coverage and service demands.
• Implemented staff training programs, enhancing product knowledge and improving customer service skills.

Tools & Software: Salesforce Classic, Salesforce ERP, Microsoft Office.

• Analysed the trends and developed a report for product sales
• Developed promotional campaigns
• Conducted data analysis to forecast sales performance and adjust marketing methods
• Acted as a Subject Matter Expertise of applicable marketing, privacy and consumer laws and regulations
• Tools & Software: Microsoft Word, PowerPoint, Excel & Outlook, Canva, Adobe Photoshop.