Achievements
1. Designed and implemented integration with Messengers channel for online support. Clients got favorite channels to get help. Business got the opportunity to reach clients on their smartphones.
2. Responsible for implementation, roll-out, upgrade, enhancement, and support of all back-office applications in the company. Including integrations with Salesforce CRM, Zendesk Live chat, Marketing Cloud integrations.
3. Designed the requirements for the new back-office platform.
Experienced in
- gathering and aligning requirements from multiple stakeholders on various levels,
- writing the requirements, use cases, specifications, user manuals,
- refining and creating UI mockups and prototypes,
- finding the balance in functional scope based on technical costs and business value,
- diagrams, schemes, business process modeling,
- task execution monitoring,
- competitive analysis and market research.