SUMMARY:

• 11+ years of experience in CRM Consulting and implementation of CRM Solutions
• 5+ years of planning and directing software implementations, with special emphasis on Salesforce.com applications.
• Strong familiarity with wide variety of market sectors including banking & finance, Healthcare, insurance, and pharmaceutical industries.
• Experience in leading both Agile and waterfall SDLC projects
• Expert in managing risks and shaping business strategy to anticipate market changes
• Proven ability to accurately analyze and develop requirements, create integrated Statements of Work (SoW) and project budgets, effectively lead cross functional teams, resolve critical path issues, manage client relationships and deliver quality results consistently on time and within budget.
• Project/Program Management · Technology Deployment · Cloud Computing · Business Development
• Software as a Service (SaaS) · Strategic Planning · Client Relations · Process Improvement · Consulting
• Change Management · Solution Development · Team Leadership · Application Testing & Deployment
• Business Analysis· Systems Engineering · Leadership · Budget & Cost Control

PROFESSIONAL EXPERIENCE:

Project Manager

Confidential

Responsibilities:

• Business Advisory & Consulting: As part of the business consulting group, worked on a number of Business Advisory and implementation assignments for clients across geographies (USA & UK) mainly in Salesforce.com consulting and Implementation domain
• Project Implementations:

Confidential

Project Manager

Responsibilities:

• Plan the CRM roadmap with key milestones and deliverables.
• Plan the integration with different backend systems using web services / batch processing etc.
• Prepare requirement documentation for automation of letter generation process
• Creation of Change Management / plan for business users
• Enhanced efficiency by introducing automated project tracking and weekly status conference calls.
• Established release management process for defect resolution that reduced defects and costs.
• Finalize the requirements for reports and dashboard to track the key metrics.
• Manage Onsite team members by supervising their activities and tracking deliverables.
• Delivered a uniquely tailored solution for the Client which has never been attempted in Salesforce.com

Confidential

CRM Consultant, Onsite coordinator

Responsibilities:

• Engaged with Key Marketing resources and helped define Digital Marketing Strategy
• Lead the evaluation and selection of Marketing Automation Platform
• Defined Customer journey and Omni - channel Marketing strategy (SFDC- Pardot)
• Technology Lead for Integration of cloud based Event Management solution and Marketing Automation
• Managed a team of 10 resources and delivered 3 Marketing Projects
• Was part of a Strategic consulting project aimed to define the Next Generation Digital Enterprise for Baxter. The project recommendations included a Global Digital Framework.

Confidential

Lead Business Analyst, Onsite coordinator

Responsibilities:

• CRM package evaluation based on the requirements from various regional offices; Identification of the customization areas for the tool selected (Salesforce.com)
• Business Requirement Gathering, Project Documentation: Functional Requirement Documentation, Gap Analysis, Process Workflows
• Project Management: Change Request (CR) Management, Effort Estimation, Project Plan Creation/Update, Weekly Project Status reporting to the Client Project Board
• Designing a Module and conducting end user for 110 Users spread across 20 countries for the CRM System Implemented

Confidential

Business Consultant

Responsibilities:

• Analyze existing process flow and suggest potential improvements areas to boost revenue from existing and new customers
• Execution of pilot project with business users. Analyze and present the findings to project sponsors and various stakeholders
• Requirements Gathering for the subsequent CRM improvement project
• Assist in finalizing the proposed process improvements in contact center

Confidential

Business Consultant

Responsibilities:

• Business Requirement gathering and documentationCapture new requirements from business owners of different Client business units and develop Business Requirement document.
• Preparation of use cases based on the process flows
• Conduct meetings with client SME / business team to develop proposed processes
• Plan the Cutover strategy with the help of development SMEs and Loyalty Vendor

Confidential

Onsite business Analyst

Responsibilities:

• Interaction with business owners to gather the requirements.
• Documentation of current process flow to identify the pain points and scope of improvement
• Develop a proposed process flow and prepare the list of in-scope activities for the proposed process flow
• Preparation of software requirement specification document

Confidential

CRM Consultant

Responsibilities:

• Detailed study of current process to identify the pain points and scope of improvementDevelop a proposed process flow which resulted in automation of inefficient and time consuming steps and organize the phases to have more control over the execution of overall process
• Conduct meetings with client SME / business team to close open issues and clarify complex requirements
• Preparation of software requirement specification document
• Developed Use Cases to capture processes, sub-processes, business process flows and business rules

Confidential

Functional Consultant, Scrum Master

Responsibilities:

• Business Requirement Gathering, Project DocumentationConducting all the agile ceremonies: Daily Huddle, Story Pointing, Retrospective, Business Demonstration
• Planning, Maintaining Reporting the iteration progressResource and Scope planning for iterations
• Reporting to Project Management and Leadership
• Escalation point for the scrum teams

Confidential

Functional Consultant

Responsibilities:

• Engaging with the Customer to understand present business flows & develop business requirement documents
• Identifying current challenges and gaps in the current scenario
• Prioritize the requirements and work with the technical team to phase the implementation
• Performing root cause analysis for the identified gaps and pain areas
• Conducting customer interviews to Define, Prepare and Map To-Be Business processes and functional solution & preparing Use Cases for all possible scenarios
• Liaison with testing team throughout complete testing phase of the project

Confidential

Responsibilities:

• Conducting interviews with user teams and senior management to understand and document the requirements
• Designing optimal functional solution as requested by users
• Work with the technical team to design the high level landscape and solution design Preparing Use Cases
• Preparing test flows and supporting the testing team to come up with Test scripts
• Preparing & conducting regular user s
• Conducting workshops for users about new features/functionality