Sneha Pellissery
Dublin ,Ireland
Summary
Accomplished professional with extensive expertise in stakeholder engagement, problem-solving, and requirements gathering. Proven track record in business process mapping, user requirements specifications (URS), and functional requirements documents (FRD). Adept at creating use cases and user stories, facilitating cross-functional collaboration, and driving process improvement initiatives. Skilled in risk mitigation, agile delivery, and customer empathy. Proficient in Microsoft Office Suite, process mapping software, wireframing, user persona application, data analysis, reporting, UI/UX design, backlog management, and Azure DevOps. Known for a proactive and patient mindset with a commitment to enhancing organisational efficiency through innovative solutions.
Overview
5
5
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work history
Customer Service Specialist
TELEPERFORMANCE
DUBLIN, IRELAND
2025.10 - 2026.01
- Achieved high client satisfaction (CSAT) through proactive engagement and tailored recommendations.
- Educated new clients on optimal platform usage, boosting adoption of key features.
- Directed client inquiries to internal resources, enhancing relationships and satisfaction scores.
- Produced clear process documentation to support training and onboarding initiatives.
- Collaborated with product and IT teams to refine workflows and ensure compliance.
- Consistently met and exceeded IRT and AHT targets above 92%, while maintaining empathy.
- Guided new team members through customer service processes, improving morale and reducing errors.
Business Analyst
RELIANCE JIO INFOCOMM- LTD.
MUMBAI, INDIA
2022.02 - 2024.08
- Acted as product evangelist for B2B digital services platform with over 500K downloads while owning roadmap delivery.
- Increased activation and feature adoption through targeted enhancements, boosting SMB engagement on Jio platforms.
- Converted customer insights into actionable product requirements, user stories , and acceptance criteria.
- Developed marketing content tailored to diverse user behaviours, enhancing lead quality.
- Enhanced proficiency of sales and marketing teams via comprehensive training content on new application features.
- Partnered with cross-functional teams to optimise go-to-market strategies and onboarding processes.
- Achieved 22% reduction in feature-related support tickets through effective communication and training resources.
- Established long-term product vision for Jio Business App, integrating customer feedback with competitive analysis.
- Created tailored solutions by understanding and translating customer requirements into functional specifications .
- Championed adoption of Agile methodologies , improved development lifecycle speed.
Quality Analyst
RELIANCE JIO INFOCOMM LTD.
MUMBAI, INDIA
2020.09 - 2022.02
- Partnered with UX design teams to evaluate early stage prototypes, providing actionable feedback on usability and functionality to align with user expectations.
- Collaborated closely with development teams to translate regression testing insights into actionable experiments, challenging assumptions and directly influencing product enhancements that mitigated risks associated with critical app functionalities.
- Streamlined Agile sprint cycles by leveraging Jira/ Azure DevOps for comprehensive bug tracking, facilitating faster identification and resolution of issues, and improving overall product quality.
- Executed end to end testing of product features within Agile sprint cycles to ensure quality, usability, and compliance with regulatory standards.
- Documented test cases , results, and process enhancements to improve team efficiency and audit preparedness, while collaborating with cross functional teams to ensure alignment with delivery plans and manage dependencies impacting quality assurance activities.
- Supported Agile teams by providing detailed validation, documentation, and feedback to facilitate timely and accurate product releases.
- Mapped workflows and identified pain points to recommend process improvements and automation opportunities.
- Led QA efforts for JioMeet and SCI VC App, which achieved over 50 million installs , overseeing functional, regression, and system testing across multiple releases.
Education
Master of Business Administration - General
DUBLIN BUSINESS SCHOOL
Dublin, Ireland 2024.09 - 2025.09
Bachelor of Engineering - Information Technology
MUMBAI UNIVERSITY
India 2016.07 - 2020.12
Skills
- Stakeholder Engagement
- Problem-solving
- Requirements Gathering
- Business Process Mapping
- User Requirements Specifications (URS)
- Functional Requirements Documents (FRD)
- Use Cases
- User Stories
- Cross-functional Collaboration
- Process Improvement
- Risk Mitigation
- Agile Delivery
- Customer Empathy
- Microsoft Office Suite
- Wireframing
- Data Analysis
- UI/UX
- Backlog Management
- Azure DevOps
Accomplishments
Spotlight Award for 'Excellent Contribution' to the JioMeet team at Reliance Jio.
Certification
- CSPO- Certified Scrum Product Owner-Sep 2025
- Jio certified Project Management professional
- Pragmatic Institute Certified (PMC-III) | 2023
- Product School Product Management Certificate | 2021
- Product management boot camp
- Negotiation fundamentals Coursera 2020
Languages
English
Proficient (C2)
Affiliations
- Dancing!
- Bathroom Singing!
References
References available upon request.
Timeline
Customer Service Specialist
TELEPERFORMANCE
2025.10 - 2026.01
Master of Business Administration - General
DUBLIN BUSINESS SCHOOL
2024.09 - 2025.09
Business Analyst
RELIANCE JIO INFOCOMM- LTD.
2022.02 - 2024.08
Quality Analyst
RELIANCE JIO INFOCOMM LTD.
2020.09 - 2022.02
Bachelor of Engineering - Information Technology
MUMBAI UNIVERSITY
2016.07 - 2020.12