Microsoft Office Suite: Word, Excel, PowerPoint, Outlook
Jaspreet Kaur Saluja
Product Owner
Indore
Summary
Results-driven Product Owner with over 10 years of experience in delivering customer-centric products that drive significant business outcomes. Expertise in cross-functional collaboration with engineering, operations, design, and data teams to ensure alignment and efficiency throughout the product lifecycle.
Strong background in payments, particularly with Worldpay, combined with technical services and support, facilitates the translation of complex business needs into scalable and innovative product solutions. Committed to leveraging insights and data to enhance user experience and maximize product impact. Track record of effective communication and team leadership, driving successful product launches and continuous improvement.
Overview
11
11
years of professional experience
Work History
Product Owner
Worldpay Pvt. Ltd
Indore, India (Remote)
07.2021 - Current
- Managed the end-to-end product lifecycle.
- Acted as the primary liaison between business stakeholders and the development team to translate business needs into clear product requirements.
- Facilitated communication between development teams and stakeholders, ensuring clear understanding of requirements and expectations.
- Owned and managed the product backlog, creating, refining, and prioritizing user stories based on business value, and customer impact.
- Wrote detailed user stories with acceptance criteria, and ensured readiness for sprint planning.
- Led refinement sessions and collaborated closely with the Scrum Master and engineering teams.
- Participated in Sprint Planning, Daily Stand-ups, Reviews, and Retrospectives.
- Accepted or rejected sprint deliverables based on predefined acceptance criteria.
- Conducted stakeholder demos, and incorporated feedback into future iterations.
- Collaborated with engineering teams on technical feasibility assessments, resulting in realistic scope definition for projects.
- Ensured compliance with timelines, scope, and quality standards in an Agile/Scrum environment.
- Present and explain service transactions and related flows to client-facing teams, providing them with a clear understanding of how the functionality works to support customer interactions effectively.
- Smother hand-offs and knowledge sharing between product and client-facing teams by improving processes, documentation, and workflows.
- Seamless coordination between team members located across different geographies, to ensure alignment, despite time zone differences.
- Collaborated with cross-functional teams to develop high-quality products that met customer needs.
- Prioritized bug fixes and enhancements based on user impact, maintaining high levels of customer satisfaction.
Senior Product Support Analyst – Technical Services
Worldpay Pvt. Ltd
Indore, India
03.2018 - 06.2021
- Providing comprehensive L3 support for the Worldpay Total (Point of Sales) payment processing software deployment on UAT and production, ensuring seamless integration for retail, hospitality and standalone merchants.
- Collaborate with the POS provider's technical team and business analysts to guide them on implementing various integration APIs in the POS application/software. This will ensure seamless payment processing and integration between the POS and merchant payment software.
- Managing escalations for the corporate merchant’s seamless payment processing and integration between the POS and merchant payment software
- Pinpointing the trigger for the bug after the through analysis in the payment processing system by validating reported issues and replicating the behavior.
- Deep diving into Splunk, card machine and local software logs to pinpoint the exact cause of the reported issues and recommend resolutions.
- Understanding the requirements of clients, liaising with development teams, product teams, card schemes (VISA, Amex, Mastercard, Diners etc.), and issuing banks (Streamline, Barclays, Amex, HSCB etc.) to fulfill client's requirements.
- Presenting critical bugs in Kanban meetings, leading to their swift resolution by the development team.
- Conducting and participating in service transition sessions with various teams internally.
- Utilizing data analysis skills to identify root causes, recommendations, and present findings in a compelling RCA report for internal and external stakeholders.
- Managing incidents based on priority and severity.
- Mentored new team members, fostering a culture of continuous learning and development within the department.
- Participated in product testing phases, ensuring optimal functionality prior to release dates.
- Served as a subject matter expert, assisting sales team in closing deals with technical demonstrations.
- Leveraged SQL queries for troubleshooting complex issues, leading to quicker resolutions.
Product Support Analyst - Technical Support
Worldpay Pvt. Ltd
Indore, India
09.2016 - 02.2018
- Providing comprehensive Level-1 & Level-2 support for merchant payments.
- Streamline the entire merchant's journey, from account setup on the payment processing server (EMBOSS) and software initialization to secure card transactions and efficient fund settlement.
- Conducting and participating in service transition sessions with various teams internally.
- Streamlined customer support processes for increased efficiency and faster response times.
- Reduced support tickets by providing comprehensive training materials and user documentation.
- Maintained thorough knowledge of product offerings, staying current with industry trends and best practices.
- Communicated critical product updates to customers, minimizing disruptions during implementation phases.
- Enhanced product usability by identifying and resolving software issues.
- Provided exceptional customer service, addressing concerns promptly and accurately.
- Documented customer interactions and performed troubleshooting in customer relationship management software and case management modules.
- Followed up with customers to verify resolution of reported issues and initiated product replacement for unresolved problems.
- Identified, triaged and escalated issues to internal personnel along with clear outline of problems and technical detail.
- Managed and prioritized multiple projects simultaneously, worked independently and drove results.
Technical Support Executive
Teleperformance Pvt. Ltd – Yahoo Small Business
Indore, India
12.2015 - 08.2016
- Provided end-to-end technical troubleshooting and issue resolution for complex client queries, ensuring timely and accurate solutions for international clients for web based application.
- Managed and maintained relationships with high-value merchant accounts, delivering personalized support to ensure customer satisfaction and retention.
- Oversaw client accounts in alignment with assigned KRAs, ensuring smooth operations, and customer satisfaction.
- Maintained high standards of quality across all customer interactions and service delivery to consistently achieve CSAT targets.
- Leveraged multiple communication channels, including email, phone, and chat, to proactively engage, support, and upsell customers.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Consistently met and exceeded performance targets across key metrics including CSAT, AHT, QA, and Schedule Adherence.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
International Export Executive Trainee
Pragati Agribiz Pvt. Ltd
Indore
12.2014 - 11.2015
- Managed export documentation and compliance.
- Maintaining the data for possible buyers, along with exported products, and updating the client base.
- End-to-end trade completion from getting an agreement to delivering the end product to the customer's location with the specified requirements.
- Developed strong working relationships with colleagues and stakeholders, fostering a positive work environment.
- Contributed to the development of marketing campaigns, increasing brand awareness and driving customer engagement.
- Participated in negotiations with clients, securing favorable deals that supported long-term partnerships.
- Conducted comprehensive market research to identify new business opportunities.
Education
Master of Business Administration (Executive) - Operations
Institute of Management Studies (I.M.S)
Indore, India01-2021
Bachelor of Engineering - Computer Science & Engineering
Chameli Devi Group Of Institutions
Indore07-2014
Skills
- Product Ownership & Road-mapping
- Agile / Scrum / Sprint Planning
- Requirements Gathering
- User Stories & Acceptance Criteria
- Cross-functional Collaboration
- Payments Domain Expertise
- Technical Troubleshooting & RCA
- Data-driven Decision Making
- Process Optimization
- JIRA Confluence SQL
- Technical Skills:
Software
Cloud CRM: Salesforce
Project Management & Collaboration: JIRA, Rally, Service now, Confluence
Monitoring: Splunk
Databases: MySQL
Proficiencies
• SAFE6.0 - POPM certified
• Proficient in Linux and Windows operating systems.
• Understanding of the software development lifecycle (SDLC) and extensive experience managing projects through all phases.
• Familiar with Agile methodologies and Waterfall models.
• In-depth knowledge of POS payments, card scheme operations, payment acquirers, transaction processing, and EMV transaction flow.
Timeline
Product Owner
Worldpay Pvt. Ltd
07.2021 - Current
Senior Product Support Analyst – Technical Services
Worldpay Pvt. Ltd
03.2018 - 06.2021
Product Support Analyst - Technical Support
Worldpay Pvt. Ltd
09.2016 - 02.2018
Technical Support Executive
Teleperformance Pvt. Ltd – Yahoo Small Business
12.2015 - 08.2016
International Export Executive Trainee
Pragati Agribiz Pvt. Ltd
12.2014 - 11.2015
Master of Business Administration (Executive) - Operations
Institute of Management Studies (I.M.S)
Bachelor of Engineering - Computer Science & Engineering
Chameli Devi Group Of Institutions