Experience

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  Botcode

  Apr 2013 - Apr 2016

  Software test engineer

  - Analyze the requirements and prepare a query list based on those requirements.- Ensure that test scenarios and cases are prepared in a structured way, prioritized to reflect business or technical priorities and are approved by appropriate stakeholders.- Execute systematic test cases from scenarios for applications based on customer user stories or requirements.- Undertake agreed functional and non-functional test types, User Acceptance Test related activities to ensure appropriate test coverage.- Work on the verification of multi-device and cross-platform consistency.- Report on testing progress and defects during the test design & test execution phases.- Worked on projects like 'Bernad Hodes Group' & 'Findly - On demand talent' Show less

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  Chatly

  Apr 2016 - Aug 2017

  Product development coordinator

  - Taken ownership of customer issues reported and ensured that they are resolved.- Diagnosing and troubleshooting problems and identifying solutions to resolve customer issues.- Collaborated with other appropriate internal teams and represented the customers while figuring out solutions and workarounds.- Documented knowledge in the form of FAQs and knowledge base articles.

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  Chatlabs

  Aug 2017 - Mar 2022

  Learning and development manager

  - Created a training and development plan in coordination with key stakeholders that addresses the needs and expectations of employees and the company.- Worked on identifying, designing, creating, and implementing learning solutions that include content creation, distribution, reach, TTT, and delivery, as well as ensuring the solutions have good quality and impact.- Supported creation of media content for online learning courses, including video, graphics, and interactive elements.- Communicated with skills team leaders to understand learning needs based on business goals, pain points, and skill gaps. Created learning solutions based on TNA for advancing employee, team, and organization levels.- Conducted quality audits of employee performance to ensure that the skills and techniques taught at training are incorporated into the individual's work behaviour.- Reported out on effectiveness and impact of programs, metrics to ensure L&D efforts and results are efficiently and effectively meeting the business needs of the organization.- Expertise in all CRM product lines. Showcased a product demo and developed a solution for business use cases based on the best product fit and ensured customers are educated about the platform, beta opportunities, and product releases.- Collaborated with internal cross-functional teams (product, sales, pre-sales, marketing, product marketing, customer support, etc.) to identify areas for improvement in both processes and/or products and ensure customers' requirements are met.- Documented and analyzed the customer's business flow (for large customers) and examined the use cases.- Tracked and followed up with customers to ensure their satisfaction. Managed the escalation of product or support issues.- Experienced working with various marketing components on Salesforce such as Marketing Cloud, Service Cloud, understanding data extensions architecture, integration & customer journey capabilities. Show less

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  Canit solutions

  Jun 2022 - Feb 2023

  Head of customer success