Profile Summary

Solution Analyst with successful experience in eliciting, analyzing, and documenting the requirements for business processes, policies and information systems. Over 10 years' experience in CRM (Siebel), Content Management Solution, business analysis and process reengineering in multiple industries. Worked as a liaison among business stakeholders to understand business problems and opportunities in the context of requirements and recommend solutions that enable the organization to achieve its goals.

Experience

Project Summaries:

Confidential
July 2011 till present
Business Solution Consultant-CRM

Responsible for leading the strategy for multiple customer care CRM and Portal projects.

• Interacting with the internal management (Customer Care Team) for understanding the business problems and proposing solutions.
• Responsible for doing the strategy and business plan for CRM and campaign management solution of one business unit.
• Lead portal footer content generation, legal approvals and deployment initiative.
• Responsible for upgrade planning and high level scope definition of enhancements after crm upgrade.

Responsible for leading the functional design and requirements gathering for Call Center Migration project.

• Interacting with the internal management (Customer Care Team and Marketing team ) for understanding the business problems and proposing solutions.
• Responsible for documenting the business process by identifying the requirements and also involved in defining the system requirements.
• Lead requirements gathering for Call Center Migration project.
• Lead the Content Management (CMS) System implementation project to provide relevant procedure materials necessary for the workforce to respond to member calls in the call center.
• Responsible for product evaluation and ROI Analysis of ECM and Call Center solution vendors.
• Assisted in creating test plans for the implementation.
• Introduced Task Bases UI (TBUI) in the functional designs for improved efficiency of the Case Management (Service Requests) logging by the users.
• Defined and managed the knowledge management solution requirements for call center solutions.
• Performed costing and ROI analysis for call center migration implementation. Call center reengineering projects half million dollar cost savings per year.

Kendle International envisioned the migration of proposal management system from excel based system to "Global Pricing System(GPM)" to Siebel Life sciences (COMPASS).COMPASS system will serve in the areas of proposal creation, bid management and historical analysis of proposal using Siebel Analytics. The system is integrated with PeopleSoft Financials to have an enterprise wide access for operations visibility for Executive team, operations team and finance team.

• Lead the end to end process impact review, by engaging with stake holders from different departments like Finance, Operations and Sales.
• Developed and documented the functional requirements.
• Responsible for various activities of the project like information gathering, analyzing the information gathered, documenting the functional or business requirements.
• Involved in the training sessions for regional key users on maximizing value from the application and reports.
• Lead process reengineering ,definition and design activities
• Worked with offshore vendors to deliver the project.

The project is combined development effort of Accenture and Oracle to enhance DMV services around USA(Driver Motor Vehicle Services).The proposed system will also provide real time feeds to public safety mobile vehicles (police department, fire department) regarding vehicle owners and its history as part of the automated system .RFP is being addressed by building a Siebel asset for this industry and focusing mainly on TBUI ,Analytics and Integration capabilities bundled in a portal solution for customers and also for CSR\'s.

• Lead the functional requirement and functional design effort by interviewing business SME's and Industry experts.
• Accountable for all aspects of system connected projects, business analysis, scopes, system analysis and designs and project management activities.
• Responsible for leading Accenture team while working with oracle team on project deliverables.

Confidential aimed at developing Guided Selling Gadget, in order to enable Verizon Small and Medium Business Portal to enhance offer optimization through the utilization of business rules and product recommendation capabilities of the Guided Selling Gadget. Predictive Analytics capabilities provided through Oracle Real-Time Decisions (Oracle RTD) tool is used on top of SIEBEL CRM solution integrated with billing system, which eventually learns from business process transactions while they execute and optimize each transaction, by way of rules and predictive model

• Documented the business requirement gathering and documentation for the project.
• Developed all the test cases for system and integration testing of the new combined solution

The implementation is aimed at replacing a mainframe-based contact center application to increase efficiency and productivity for the 1,200 customer service representatives The Siebel application will interface with more than 60 existing systems to provide a comprehensive view of customer relationships. Customer service representatives are aimed to have a single user interface for all customer interactions backed by rules and processes, so they can deliver prompt and accurate resolution for all account service transactions.

• Involved in Design Reviews, business process reengineering and the documentation of functional requirements.
• Conducted requirements analysis using a Use Case driven approach and produced detailed use cases for all the interfaces.
• Conducted several Requirement Gathering Sessions (RGS) for gaining detailed requirements and finalizing Business Requirement Document (BRD).

Confidential wealth management lion of business envisioned the implementation of wealth management and referral system implementation in Siebel .Management strategy is to provide tools for performance monitoring through analytics implementation.

• Developed and executed tactical and strategic plans for implementing 360 degree view of customers by increasing the lens of the coverage of wealth clients and merged multiple CRM solutions as single CRM solution.
• Lead the analysis sessions with business partners to guide them towards a successful implementation.
• Involved in business process reengineering, including gathering and reviewing document requirements, documenting workflows and developing specification for the programmers.
• Created and implemented audit plans to ensure the SOX compliance of automated wealth management system
• Worked with business users to research and document SOX key controls and classify their risks.

Confidential of Florida implemented provider solution in Siebel. This application is integrated with PeopleSoft system to update and search the provider records.

• Offered business consultation services including requirement gathering ,system designs and automation process analysis.
• Accountable for all aspects of system connected projects, business analysis, scopes, system analysis and designs and project management activities.

This project is handheld implementation for Teva Neuro Sciences sales and marketing team to support sales and marketing line of businesses.

• Schedule and conducted requirement gathering sessions with business subject matter experts.
• Managed and executed project implementation and support through onshore and offshore teams.
• Implemented the comprehensive solution to support multiple processes which includes sample management to ensure the compliance adherence.

This project is to upgrade the existing Siebel 6.2.1 Call Center application to 7.5.3 and add more functionality to better serve a growing client base. The project iterations can be described into two distinct phases:
Phase I, Upgrade and implement new Household overview screens. Phase II, Self Service screens, interfaces with Legacy systems (CICS, Policy Master, Fade Plus) to bring in policy information and rating engine calculations to enable online auto quotes.

Confidential to manage Claims using Confidentialr. A Claim comes into the Call Center and is worked by Claims Adjusters.

Confidential to manage Claims using Confidential. A Claim comes into the Call Center and is worked by Claims Adjusters.

• Offered technical and business consultation services including system designs, workflow analysis, and automation process analysis.
• Involved in the design and development of an end-to-end Claims solution from a Claim coming into Siebel to a Payment going out to the Accounting information going out to the backend accounting system

Confidential is a full service provider of communications solutions designed exclusively for businesses ranging from growing companies to big enterprises. It delivers product solutions to address the entire range of business telecommunications all backed by a continuous support. XO has implemented the above Siebel applications to improve their sales and service.

• Involved in analysis, design, development and implementation of various Siebel applications.
• Provided support to user groups and support personnel to help with run time and performance issues.

APPLICATIONS/OPERATING SYSTEM/SOFTWARE MATRIX
Application Platforms - Siebel ,Oracle RTD,IBM Requisite Pro,QTP,Sharepoint,Quickr,Microsoft Office,IBM SUT
Siebel Modules- Siebel Call Center, Siebel PRM,Siebel Financials, Siebel eCommunication, Siebel eFinance, Siebel SFA, Siebel Marketing
Operating System Platforms - Windows, AIX, Solaris, Unix
Database Software Platforms - IBM DB2, MySQL, Oracle
Industries
Pharmacy Benefit Management, Pharmaceutical Sector, Public Sector, Insurance Companies, Financial Institutes (Wealth Management), Manufacturing, Automotive, Clinical Research Organizations, Telecom Sector, Automotive