Developed and launched a CRM-based Customer Profile Update feature that enabled seamless, real-time synchronization of customer data across multiple internal systems, improving data accuracy, personalization, and operational efficiency.
Creating a comprehensive Business Requirements Document (BRD),
Mapping end-to-end user flows
Collaborating with product and engineering teams for feature grooming and sprint planning.
Led the User Acceptance Testing (UAT) process and
Coordinated the successful rollout across multiple regions, including UAE, Qatar, Bahrain, and Kuwait.
Post-launch, conducted training sessions for regional support teams and implemented monitoring mechanisms to ensure smooth adoption, data integrity, and issue resolution.
Partner Onboarding Forms:
Developed and launched customer registration forms tailored for regional customers in Kuwait, Oman, and the UAE, aimed at streamlining the onboarding process and ensuring accurate data capture across systems.
Comprehensive requirements gathering through collaboration with regional stakeholders and customer service teams to understand country-specific needs and compliance considerations.
Designed detailed solution flows covering user journeys, backend logic, and system interactions to guide development and ensure seamless integration with existing CRM and partner systems.
Finalized end-to-end test cases to cover functional, validation, and edge scenarios
Participated in grooming sessions with the development team to break down requirements into actionable user stories.
Led the User Acceptance Testing (UAT) process to validate form functionality in staging and production environments.
Following successful deployment, facilitated knowledge transfer and handover to regional support teams, including training and documentation to ensure smooth adoption and ongoing support.
CRM Flag Update:
Developed and launched a CRM feature that enables the bulk removal of customer promotion eligibility flags, streamlining customer segmentation management and ensuring cleaner, more accurate targeting for promotional campaigns.
Creating a detailed Business Requirements Document (BRD) that outlined the use cases, data rules, operational safeguards, and system dependencies associated with bulk flag removal.
Collaborated with product owners and engineering teams during grooming sessions to refine technical requirements, define acceptance criteria, and prioritize implementation.
Led the User Acceptance Testing (UAT) phase by designing comprehensive test cases, validating batch operations in staging environments, and ensuring data integrity across multiple customer profiles.
Successfully coordinated the production rollout and post-launch monitoring to confirm system stability and proper execution of the flag removal logic.
Partner Credit Limit Setting:
Developed and launched a CRM-based feature that allows the business to configure and receive automated alerts based on loyalty point utilization by partners, significantly improving oversight, fraud detection, and operational responsiveness.
Creation of a detailed Business Requirements Document (BRD), which defined key parameters such as point usage thresholds, alert types (email, dashboard, or SMS), frequency, and escalation rules.
Collaborated with product and engineering teams during grooming sessions to refine the alert logic, ensure compatibility with existing CRM and loyalty systems, and address data integrity requirements.
Led the User Acceptance Testing (UAT) process by defining test cases that simulated various partner transaction scenarios to validate correct alert generation and delivery.
Following successful testing, the feature was rolled out across regions, empowering business stakeholders to proactively monitor partner activity, take timely action on suspicious patterns, and maintain tighter control over loyalty budget utilization.
