Customer Service Project

Ritika Oswal

646-***-**** *************@*****.*** Jersey City, NJ

Visa status: Authorized to work full-time in the U.S. Experience

Accenture Mumbai, India London, U.K.

Application Development Senior Analyst Feb 2013-Dec 2017 TKH:

Project Overview:

The TKH website was developed to merge 2 platforms in the Dixons Carphone domain that provides customer service after placing an order as well as handles all insurance related issues. It also provides business with a platform to manage static content on the website. Built on AEM 6.2 integrated with Adobe S&P (Search and Promote) for search mechanism.

Mentoring/Leadership:

• Led the transition of the newly built platform into the maintenance (L3 production support) phase.

• Meticulously tracked all service introduction activities for the project from scratch and took them to closure while leading a team of 7 team members.

• Collaborated with IT project leads to develop focused plans and solutions for a smooth transition.

• Collaborated with other teams to ensure consistency with other products in the platform

• I helped assess, prioritize and manage project milestones.

• Worked with team to manage sprint cadence and ensuring client deadlines are met.

• Involved in troubleshooting and fixing the customer/application technical issues as per the mentioned service level agreement.

• Managing the coordination between customer, various engineering teams and 3rd party vendors during major deployment activities.

• Provided yearly evaluation and reviews of 7 team members.

• Ensuring team adheres to client procedures and policies (i.e. change control, security and auditing, release, configuration, problem and incident management SLA) Dixons Carphone, Point of sales Application:

Project Overview:

• Dixons Carphone is a leading British mobile phone retailer, with over 2,400 stores across UK and Europe along with a massive online presence.

• I was responsible for providing operational support and L3 support for their point of sales application(developed in Uniface) which is a comprehensive tool that enables Dixons Carphone retailers to process all kinds of customer orders end to end including credit checking and insurance claims. Aligning business goals with technology solutions:

• Responsible for using remedy tool to raise and solve incidents within SLA.

• Bug analysis, fixing, testing and resolving using JIRA.

• Responsible for working closely with business stakeholders to understand their concerns followed by revisiting existing modules, in-depth analysis to identify issues in the codebase, redesigning of certain components/flows, analyzing the impact of the changes on other relevant modules and ensuring the corresponding fixes are integrated seamlessly in the production code.

• Understanding current manual processes and tweaking them to develop automations further contributing towards saving project cost.

• Based on business interactions with the client and other relevant teams, I helped identify multiple bugs, suggest feature enhancements, automations and new functionalities that were implemented to meet the project requirements, few of which involved major changes in the system. Impact:

• Worked extensively with business on 3 projects which were major initiatives by the client focused on accelerating sales revenue and delivering an evolved retail customer experience. I was solely responsible for all the analysis and helped the team make major decisions for the application development strategy.

• The number of web orders that were being queued up for manual intervention on a daily basis increased gradually as opposed to a smaller chunk seen previously. This posed a great challenge for business in terms of managing increased backlogs which are expected to be processed seamlessly otherwise, minimizing losses and ideation of a revised customer experience. Post implementation, traffic in the manual queue was reduced by 70% and we saw user satisfaction increase by 3 points on a 10 point scale. Technologies

• Framework: AEM 6.2, Adobe Search and Promote, Scene7, Uniface 7.2, Java

• Database: Oracle PL/SQL

Education

University of Goa Goa, India

Bachelor of Engineering, Computer science June 2008 – June 2012 Important courses: Advanced Data structures and algorithms, Distributed operating systems, Mobile computing Awards & Recognition

• Received the Client Champion Award at Accenture as a part of recognition for receiving good feedback from business and meeting client deadlines efficiently.

• Received recognition at Accenture from senior management for accomplishing the smooth transition of TKH Application into maintenance.

• Received recognition at Accenture from senior management for a presentation made to the client detailing the automations being planned at a team level and was judged as the best presenter.

• Received appreciation emails from the client and positive feedback for my contribution towards the 3 major projects.

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