Developing and authoring epics, features, and user stories in JIRA.Coordinating and managing learning management systems, user guides, and training end-usersDevelop, create, and schedule all training with outside vendors when necessary.Assisting teams with performance and functional testing tasks.Participating in the creation and maintenance of end-user documentation and training programsEnsures all documentation and runbooks are updated in confluenceSpearheads the team and stakeholders in reviewing issues and gathering requirements.Co-authors and reviewed traceability matrix with QA Lead.Liaison between the business team and technical team, help translate requirements in a digestible mannerDelegates and facilitate team meetings, workshops, and knowledge transfer sessions.Collaborates with the product owner to arrange product backlog in Jira. Identifies problems and conducts impact analysis as well as ensures requirements are gathered and documented.Responsible for communication project progress and key metrics to project stakeholder

Provided exceptional customer service to gas company clients, resolving inquiries and concerns promptly and efficiently.Demonstrated expertise in billing inquiries, service activation, and account maintenance for residential and commercial customers.Managed high call volume in a fast-paced environment, maintaining professionalism and attentiveness to ensure customer satisfaction.Collaborated with cross-functional teams to escalate and resolve complex customer issues, ensuring timely resolution.Acted as a subject matter expert, providing guidance and support to new customer service representatives.Participated in ongoing training and professional development opportunities to stay updated on industry regulations and company policies.Consistently met and exceeded performance metrics, including call resolution time and customer satisfaction ratings.

Executed merchandising strategies to optimize product visibility and drive sales for PepsiCo products in assigned retail locations.Collaborated with IT teams, ensuring data quality and integrity across multiple systems and platforms.Led stakeholder workshops to elicit and prioritize business needs, facilitating the alignment of project objectives with organizational goals.Utilized sales data and market insights to identify opportunities for product placement optimization and implement targeted merchandising initiatives.Spearheaded the implementation of Agile methodologies within the organization, leading to a 20% improvement in project delivery timelines and customer satisfaction ratings.Acted as a liaison between business stakeholders and technical teams, translating business requirements into technical specifications and ensuring alignment throughout the project lifecycle