PROFESSIONAL SUMMARY:

• A seasoned CRM Professional with 9+ years of experience and quantifiable s in developing, implementing CRM Applications.
• A keen planner, Strategist & implementer with technical and functional skills in identifying process requirements to enhance the operational effectiveness.
• Ability to analyze and break down strategies into architectural capabilities, principles, models
• Experience in system designing and implementing complex, high performance applications.
• Knowledge of Risk management & practices
• Effective communication skills, Excellent Presentation skills
• Good analytical abilities and passion in learning new tools.
• Willing to pick up any technology/Applications

TECHNICAL PROFILE:

Applications: Oracle Sales Cloud, Oracle Service Cloud, Oracle Marketing Cloud, Oracle CPQ, Siebel CRM

Mark - up Languages: HTML5, CSS, XML, PHP

Operating Systems: Linux, Windows Family

Tools: & Packages Apex Programming, Oracle Apex

Database: Oracle 11g - SQL, PLSQL, Data Modeling

Programming: C, JavaScript, .NET, eScript, jQuery, Groovy

COMPETENCY:

• Manufacturing & Distribution
• Sales & Marketing
• Hi-Tech
• Financial services
• Property Management
• Floristry
• Transport Insurance

EXPERIENCE HIGHLIGHTS:

Confidential

Responsibilities:

• Elicit the requirements with customer for Confidential .
• Performing Fit-Gap analysis and translated business requirements into detailed design documents.
• Responsible for end to end Oracle Sales Cloud CRM implementations (Configurations, Extensibility, Data Migration, Business Intelligence reports, testing) Defining application requirements and application process flow.
• Setting up the environment with user accounts, job roles, duty roles, resource roles using OIM.
• Configuring the application sales module with Sales Planning and forecasting, Sales Territories, Campaigns and Leads, Opportunity Management, Customer Centre, Sales Quotes, Mobile and Outlook integration, Partner Management and Fusion BI/Dashboards/KPIs.
• Configuring Oracle Customer Data Management module for Enterprise Data Quality
• Creating Dynamic page layouts for specific business units/ roles and on specified objects.
• Designing Sales Dashboards, Saved Search, Page views using page composer per job role.
• Configuring workflows, validation rules, Triggers, Correspondence and Assessment templates.
• Custom Fields, Custom objects, Application composer and Page composer handling
• Data migration through File based loader (FBL) and export, configuration packages import and Export and web services to multiple environments.
• Groovy scripting for extensibility.
• Configuring simple, medium, complex reports in OBIEE using BI Composer, Answers and BI Publisher.
• Integrating CX stack / third party applications with OSC using Webservices API
• Preparing functional test cases and testing the application before release.
• Develop curriculum for administrative purpose and train the users.
• Coordinating with Project Manager for the project planning and weekly status reporting from the technical front.
• Well Versed with business processes, policy and Customer Relationship Management requirements.

Confidential

Responsibilities:

• Capability of suggesting ideal approach to implement business requirements
• Experienced in Implementation, Upgrade, Customization and integration of Oracle Service Cloud
• Experience in Web designing using html, PHP, CSS and JavaScript.
• Extensive experience in administrating and maintaining the contact center solution
• Configuring & Customizing Oracle Service Cloud to implement Service, Marketing & Sales modules
• Expertise in configuring the agent desktop and automating business processes using contextual workspaces, workflows, agent scripting and business rules
• Expertise in customizing standard pages as well as building custom functionality in CP
• Developing .Net Add-ins for custom application development.
• Building custom application on both Customer Portal & Agent Console for industry specific solutions
• Integrating RightNow CX with external applications using web services

Confidential

Responsibilities:

• Extensive experience in Implementing Siebel applications like Siebel Sales, Siebel Call Center
• Strong knowledge in Siebel Architecture and Data Model
• Proficient with Siebel Tools in configuration and customization of Siebel Objects like Data Objects, Business Objects and User Interface Objects to suit the client's business processes
• Good scripting knowledge and good understanding about Events and methods.
• Well Versed with business processes, Policy and Customer Relationship management requirements
• Sound understanding of Siebel Data Model and architecture
• Application Configuration at UI /BO/ DB layer using Siebel Tools
• Worked on Siebel Scripting (e script), workflow, workflow policies and User properties
• Designing and implementing Screens, Views, Maintaining LOV's, MVG, MVL, MVF, Links, Joins, and Pick Lists

Tools: Oracle Sales Cloud, Configurations, Groovy Scripting

Confidential

Techno Functional Consultant & System integrator

Responsibilities:

• Requirement Analysis
• Designing the flow of the CRM system
• Identifying the entities to be used in the CRM system and the relationship between them
• Application Customization by defining various required attributes and layouts for different entities.
• Setting up users and privileges
• Data model setup in sync with JD Edwards ERP
• Setting up Import and Export Process
• Setting up Resource Organization
• Setting up Organization hierarchy
• Setting up users
• Setting up roles and privileges
• Setting up reports and dashboards

Tools: Oracle Sales Cloud, SOAP Web Services, Groovy Scripting, Configuration

Confidential

Techno Functional Consultant & System integrator

Responsibilities:

• Analyzing the requirement
• Designing the flow of the CRM system
• Application Customization by defining various required attributes and layouts for different entities.
• Extensive Groovy scripting to achieve the functionalities beyond the standard functionalities provided by Oracle Sales Cloud
• Setting up Resource Organization, Organization hierarchy, User setup
• Setting up roles and privileges
• Integrated Oracle Sales Cloud’s Opportunity with JD Edward’s ERP through File based integration schedulers
• Data Import for various entities
• Transactional Bi Reports and Dashboards.
• Migration of customizations & configuration from Test to production.