Cassandra L. Email and Phone Number

• Acting as a bridge between Customer Success and the Product Team, utilizing different Project Management software to help resolve issues• Interprets documentation, defines product behaviour, and troubleshoots UI/UX, and/or data issues• Conducts testings for newly released product features

• Responsible for testing a transaction processing system that collates bets globally• Assisted in optimizing the project management structure - helped the wider team to restructure and move from a Waterfall to an Agile environment• Kept UAT Sprint items on track in weekly scrum meetings• Conducted UATs in accordance to business requirements, and validated numbers for testing objects• Collaborated with different stakeholders in the wider team to interpret functional and non-functional requirements • Compared logs to pinpoint and troubleshoot system issues when needed• Validated system integrity and accuracy in processing instantaneous and complex transactions before race days• Interpreted and comprehended user requirements on product features and enhancement cycles• Defined test strategies, manual test cases and objectives prior to execution• Refining the user experience by advocating on behalf of the users to the development team• Clarified complex business requirements into action points for team members• Filed known bugs and user concerns on JIRA for further investigation• Help to maintain automation tools for UAT tests

• The dedicated member in the timezone for managing cases escalated by revenue-impacting clients• Championed valuable feature enhancements in the product backlog• Liaised with third-party vendors for the company to increase team productivity• Ensured JIRA tickets were clear and concise before they were passed to the DevOps and Product Team• Created user stories and analysed business use cases for the product team in creating the product roadmap• Gathered requirements and drafted expected product behaviours for product test plans• Created user stories and analysed business use cases for the product team in creating the product roadmap• Escalated urgent and detrimental technical issues identified from service events in scrum meetings• Gathered requirements and drafted expected product behaviours for product test plans• Created internal knowledge base articles and product requirements for team members to reference upon• Mentored junior team members in troubleshooting sessions

• In charge of multiple technical cases at once in a high-stress environment• Onboarded new clients to the product, and managed client expectations when required• Escalated cases to the DevOps Team using JIRA• Drafted and edited articles for the product’s knowledge base as team members’ answers to issues on Salesforce• Held product enhancements and bug fix sessions with product and development teams• Drafted and edited articles for the product’s knowledge base• Onboarded new clients, and managed client expectations when required• Trained junior team members in product knowledge and technical know-hows

• Member of the Support Team - first point of contact for customer requests (inbound calls and ticketing system)• Troubleshooted technical cases to locate solutions in a fast-paced environment• Worked with the Customer Success Team for escalated cases• Troubleshooted HTML/CSS issues with customers to locate solutions in a fast-paced environment• Identified and escalated crucial technical issues through filing clear and precise JIRA tickets• Responsible for working a queue of escalated JIRA tickets alongside with the Customer Success Team• Maintained a high NPS and SLA score by providing customer experience-oriented services to clients• Handled Chinese-speaking cases when needed (mainly in English)

• Provided crucial support to Account Managers in delivering reports to clients• Report Analytics - cross-checking weekly and monthly reports before they were being sent out to clients, translating and editing the content of the reports (Chinese <> English)• Conducted internal trainings for product updates• Conducted onboarding meetings and trainings for C-level executives (in Mandarin, Cantonese and English), follow up on the account health score with account managers on a monthly basis• Identified upsell opportunities and business leads alongside with account managers• Member of Help Desk of Meltwater Hong Kong (experience on Zendesk) - first point of contact for client requests