Kalyanaraman Narayanan

• Captured requirements and translated them into user stories and CAPEX/time estimations • Championed backlog prioritization based on story points, reducing development time by 20% • Documented functional scopes and assumptions from business stakeholders for sign-off • Functional validation and UAT, reducing post-deployment defects by 30% • Led rollout of self-service modules using Salesforce and Genesys, increasing customer satisfaction by 25% • Mentored a global cross-functional team of 15+ members

• Led regional business calls to align backlog prioritization with operational requirements • Analyzed incident trends to produce Monthly OPEX Management reports on system stability • Managed Customer 360°, Case Management and Self-Service layouts; administered user permissions and complex configurations • Facilitated daily stand-ups to resolve impediments and coordinated round the clock support rosters • Assumed additional accountability for Business Practices and Compliance to ensure data integrity

• Defined requirements for internal enterprise platforms, ensuring high alignment with business goals • Supported planning, retrospectives and sprint reviews, improving team velocity and communication • Partnered with UI/UX teams to simplify system interfaces and enhance the B2B customer experience • Converted business needs into technical documentation, workflows and process maps • Supported QA teams in test planning and execution, contributing to high-quality deployments