Skills and Responsibilities:- Followed the principles of the Scaled Agile Framework, enabling the team to deliver high-quality products efficiently and effectively.- Identified and analyzed stakeholder needs, transforming complex business requirements into clear, actionable technical specifications.- Created detailed technical documentation, including user stories, use cases, and system requirements, to guide development and ensure alignment with business objectives.- Built strong relationships with stakeholders through effective communication, ensuring their needs were met and managing expectations throughout the project lifecycle.- Collaborated with developers and product managers to design innovative web solutions that aligned with business goals and user needs.- Monitored project progress, addressed potential bottlenecks, and made adjustments to plans, ensuring timely delivery within scope and budget.- Participated in QA testing phases to identify and resolve issues, guaranteeing that the final product met all specifications and quality standards.Adaptive project: - Actively participated in the transformation of the company's website to an adaptive version, ensuring optimal usability across various devices and screen sizes.- Worked closely with UI/UX designers, developers, and product managers to ensure the adaptive design met both user needs and business goals.- Played a crucial role in the project team until the successful completion and launch of the adaptive website, significantly enhancing user engagement and accessibility.

- Created detailed technical documents, including user manuals and system documentation, ensuring they were accessible to both technical and non-technical audiences.- Documented IT processes and workflows, contributing to improved efficiency and understanding across departments.- Worked closely with developers and project managers to gather the necessary technical details for accurate documentation.- Organized and updated existing documentation to keep pace with system upgrades and changes, ensuring all materials remained current and useful.

- Developed and executed strategies to source, attract, and recruit highly qualified candidates for IT positions using multiple channels.- Worked closely with clients to understand their specific IT staffing needs, ensuring a clear understanding of job requirements, company culture, and desired candidate profiles.- Conducted thorough resume screenings, interviews, and technical assessments to evaluate candidates' skills, experience, and cultural fit for client companies.- Managed the end-to-end recruitment process, from initial candidate contact to offer negotiation and onboarding, ensuring a smooth and efficient hiring experience for both candidates and clients.- Stayed updated on industry trends, emerging technologies, and market conditions to maintain a competitive edge in talent acquisition.

- Managed and motivated a team of 10 customer support specialists, building an environment of growth, efficiency, and high performance.- Monitored team performance against key metrics, implementing strategies for continuous improvement and addressing any areas of concern promptly.- Made sure that the team received comprehensive training programs to enhance their skills and knowledge in IT products, customer service excellence, and troubleshooting techniques.- Ensured all customer interactions met strict quality standards, analyzing feedback and conducting regular reviews to maintain and elevate service levels.- Managed day-to-day operations, including scheduling and workflow management, to ensure smooth and effective support delivery.

- Efficiently handled customer inquiries and issues through phone, chat, and email, providing timely and accurate assistance.- Skilfully diagnosed and resolved technical and non-technical issues, escalating complex cases to appropriate teams when necessary.- Maintained a strong focus on delivering a positive customer experience, aiming to exceed expectations and build loyalty.- Developed a deep understanding of the IT products and services offered by our clients, enabling effective support and guidance to customers.- Documented all customer interactions, resolutions, and feedback in the customer relationship management (CRM) system for future reference and analysis.- Participated in ongoing training sessions and team meetings to stay up-to-date with new technologies, support methodologies, and product updates.