Experience

Reliability, product testing, and operational efficiency.

• Tested new product features and user flows in close collaboration with engineers, ensuring stability before launch.
• Collaborated with designers and product team to enhance product logic and improve overall user experience.
• Performed end-to-end product testing using AI-assisted tools (Cursor, Claude Code) and built GitHub CI/CD pipelines for automated regression testing on every pull request.
• Reduced customer First Response Time from 5 hours to under 5 minutes by implementing an automated response system.
• Developed an SLA monitoring dashboard to track ticket resolution timelines and support team performance.
• Partnered with operations to establish and optimize customer support workflows.

User analytics, cross-functional collaboration, and client management.

• Analysed user behaviour and client interactions using Hotjar and Microsoft Clarity to improve product performance and customer satisfaction.
• Collaborated with developers, marketing, and operations teams to improve features and align solutions with client requirements.
• Managed US-based client interactions and stakeholder coordination via meetings and chat.
• Maintained product documentation, user guides, and CRM systems (Zoho, Freshsales, Freshdesk) for data-driven decision-making.

End-to-end testing and agile team coordination.

• Led complete end-to-end user flow testing for production-ready quality assurance, including detailed manual testing and code inspections.
• Oversaw agile/scrum teams and used Loom to capture findings and test cases for clear cross-team communication.