Dariya Mochalova

- Owned and managed the CRM product roadmap, aligning with company strategy and Users needs

- Led a cross-functional team of 12 (Developers, Functional Consultants, QA, Architect, Tech Lead) to deliver product increments on time and within scope

- Prioritized backlog items to balance quick wins with long-term strategic initiatives

- Facilitated Scrum ceremonies (stand-ups, sprint planning, retrospectives) to keep the team aligned and productive

- Partnered with stakeholders across Customer Support, Customer Excellence, and Customer Success to gather requirements and translate them into actionable user stories

- Led a major transformation program for after-sales processes in CRM, redesigning workflows to:

• Decrease case handling time for Support users
• Reduce manual workload for Training specialists (from 60% to 20%)
• Implement new processes aligned with the company’s updated Customer Journey strategy

- Contributed to strategy discussions and roadmap prioritization that drove adoption and retention of the CRM platform

- Partnered with customer service and cross-functional stakeholders to gather requirements, define business needs, and prioritize features

- Designed CRM solutions aligned with business processes and customer journey goals, ensuring measurable efficiency improvements

- Created clear and detailed user stories and functional specifications, translating business requirements into actionable tasks for developers

- Developed comprehensive training materials and delivered hands-on training sessions for end-users, increasing adoption and reducing support requests

- Provided ongoing support and troubleshooting for CRM users, resolving issues quickly and ensuring smooth daily operations

- Led requirements gathering and elicitation sessions with multiple stakeholder groups; analyzed inputs and prioritized backlog items to maximize business value

- Designed solutions aligned with business requirements and organizational strategy, ensuring stakeholder needs were met effectively

- Authored detailed user stories and acceptance criteria, translating business requirements into clear, developer-ready specifications

- Conducted product demos, collected stakeholder feedback, and incorporated insights into continuous improvement cycles

- Developed and maintained advanced reporting and analytics solutions using Microsoft Power BI, Excel (VBA), MS SQL, Dynamics, and DHW

- Gathered, analyzed, and presented actionable product data to senior management, supporting business development and product management decisions

- Designed and executed complex queries in T-SQL and DAX for data management, reporting, and analysis

- Automated, optimized, and visualized existing reports to improve efficiency across multiple departments

- Created and maintained technical documentation to ensure knowledge transfer and long-term system sustainability