At OPTIMUM Communications, I perform UAT and QA testing for chatbot and IVR conversational flows. I validate intents, utterances, routing logic, and customer journeys, and track defects in Jira.
I support sprint refinement, Chat MVP initiatives, and ticket mapping while maintaining KPI trackers and operational reports. I collaborate with product, design, engineering, and QA teams on issue resolution and flow improvements.
At BRITISH TELECOM, I analyzed customer interactions and support trends to improve customer journeys and operations. I also supported conversational flow analysis and digital transformation projects, and conducted root cause and gap analysis for recurring issues.
