Eshita Malik

• Led global cloud service support for barista apps, optimizing order processing across mobile, in-store, and drive-thru channels.
• Partnered with third-party vendors to launch a "Scan to Ready" feature, reducing barista prep times.
• Managed a cross-functional team of engineers to drive key technical project milestones.
• Oversaw product backlog, roadmap, and sprint planning, ensuring timely and efficient delivery.
• Collaborated with teams to enhance product cycles in line with sustainability goals.
• Maintained clear communication with stakeholders throughout the product lifecycle.
• Defined requirements, user stories, and system documentation while managing production bugs and enhancements.

• Prioritized and maintained product backlog using data-driven insights to meet business needs.
• Worked closely with stakeholders to define requirements for system improvements and new functionality.
• Collaborated with cross-functional teams to strategize and integrate systems for various projects.
• Partnered with architecture and technical teams to align on project solutions and implementation strategies.
• Coordinated with Marketing and Legal teams to ensure clear customer communication and compliance.
• Created high-level product documentation, user guides, and solution demos.
• Worked with design and development teams to secure stakeholder approvals.
• Defined use cases, user stories, acceptance criteria, and technical specs.
• Led User Acceptance Testing (UAT) and Training, ensuring smooth adoption.
• Managed end-to-end project delivery, focusing on performance, functionality, and scalability.

Management Activities:

• Led onboarding and training for new team members.
• Utilized tools like Salesforce, Monday.com, JIRA, Confluence, Lucidchart, and Miro for project management.
• Coordinated daily scrums, sprint planning, retrospectives, and ticket grooming.
• Managed communication channels and organized SteerCo meetings with stakeholders.
• Collaborated closely with corporate data teams for accurate reporting on initiatives.

• Supported post-implementation Salesforce CRM for multiple clients, ensuring smooth transitions and continued system performance.
• Contributed to key phases of the implementation lifecycle, including requirements gathering, system design, and solution analysis.
• Provided customer support for system issues and enhancements, delivering timely resolutions and system improvements.
• Developed custom objects, validation rules, workflows, and automated processes to enhance CRM functionality.
• Managed components of Marketing Cloud, including Journey Builder, Email Studio, and Automation Studio, ensuring smooth data flow and user engagement.
• Created and maintained project documentation, ensuring clarity and alignment across teams.
• Partnered with key industry clients to enhance their systems, strengthen relationships, and deliver critical business updates.
• Translated customer requirements into written use cases.

Management Activities:

• Managed support ticketing tools (JIRA, Tracker, ServiceNow) and organized tasks through ASANA.
• Produced status reports and performance updates for multiple clients.
• Mentored junior team members, fostering growth in their technical knowledge and project management skills.

• Retailer Hub Online Lead Application: An online application form for lottery retailers.
• Web-to-Lead in Salesforce: An online application form to apply for lottery retail with BCLC.
• Worked with different objects, fields, validation rules, workflows, process builder.
• Part of the team designing and building regression tests and refactoring legacy code.
• Database Schema: Fully documented Entity Relationship Diagram of BCLC's Salesforce system.