SHACHI PANCHOLI

Owned end-to-end merchant issue resolution within Shopify’s digital commerce platform, ensuring accurate diagnosis, clear communication, and consistent support outcomes

• Took ownership of merchant issues from intake through resolution using system data, internal tools, and documented workflows
• Analyzed recurring merchant questions and platform behaviors to identify common friction points and improvement opportunities
• Maintained clear, timely communication with merchants while setting accurate expectations and next steps
• Collaborated with internal teams to validate platform behavior, confirm issue scope, and document findings
• Contributed to support efficiency and consistency by improving issue documentation quality and adherence to standardized processes

Owned feature readiness and quality validation across multiple releases, acting as a central point of accountability for UAT, Beta testing, and release confidence prior to launch.

• Owned UAT and Beta execution by coordinating test planning, defect triage, validation, and follow-ups across Product, Engineering, and QA
• Partnered with Product and Engineering teams to validate acceptance criteria, Definition of Done, and readiness requirements prior to release
• Supported sprint planning and delivery by identifying readiness risks, dependencies, and quality gaps impacting timelines
• Improved on-time feature delivery by approximately 15% through clearer readiness tracking, structured validation workflows, and escalation ownership
• Contributed to 35+ successful feature releases by reducing release risk and accelerating issue resolution through disciplined testing and triage

Owned requirements clarity and documentation quality to support informed delivery decisions and reduce ambiguity across cross-functional teams.

• Gathered, analyzed, and validated business and user requirements to support delivery planning and prioritization discussions
• Produced and maintained BRDs, RTMs, wireframes, and UML artifacts to ensure shared understanding across stakeholders
• Conducted internal research and facilitated stakeholder discussions to clarify scope, assumptions, and delivery expectations
• Supported testing alignment by ensuring traceability between requirements and test cases
• Enabled on-time delivery by reducing rework and misalignment through disciplined documentation and stakeholder coordination

Owned complex customer issues while acting as a feedback bridge between Support, Product, and QA to improve both immediate resolutions and long-term product quality.

• Took end-to-end ownership of Tier-2 technical issues across POS software, hardware, and payments
• Analyzed recurring customer pain points and documented insights to support backlog refinement discussions
• Partnered with Product and QA teams to reproduce defects, validate fixes, and confirm release readiness
• Maintained high service quality while managing high-priority, time-sensitive support cases
• Reduced ticket backlog by 8% through improved triage ownership, clearer documentation, and workflow standardization

Owned coordination accuracy and follow-through across high-volume, compliance-sensitive operational workflows.

• Managed scheduling and tracking of 60–80 daily inspections across customers, municipalities, and internal teams
• Maintained accurate documentation and real-time status reporting to support time-sensitive service delivery
• Acted as the primary point of accountability for communicating risks, changes, and completion status to stakeholders
• Achieved 100% on-time follow-up through disciplined prioritization and workflow management
• Recognized with a Commitment to Excellence award for consistent ownership, reliability, and service quality