• Managed a QA team responsible for software and mobile testing• Developed use cases, UI specifications, and user requirement documents for 15+ products.• Partnered with product managers, engineering, customer success, and design for testing statuses and scope of testing new product releases.• Triaged, prioritized, and escalated all open quality tickets company wide.• Created an issue priority dashboard for leadership visibility and optimized issue ticketing format and process to reduce issue triage time by 35%.• Analyzed quantitative data to identify issue trends, enhance quality procedures, and drive team KPIs.

• Trained and ramped up retail location staff on Curbside software, workflow, and troubleshooting.• Established QA metrics around order fulfillment accuracy, timeliness, and completion.• Conducted field testing and analysis to enhance curbside customer experience and retail integrations.• Managed and troubleshooted incoming tickets from retail partners and was rated among the top 1% in first attempt resolution and highest customer satisfaction ratings.

• Completed customer’s orders with accuracy and provided a seamless curbside pickup experience.• As brand ambassador, educated consumers on the B2C app and order pick up process.