SUMMARY:

• Customer Relationship Management (CRM) expert with over18 years of proven track record in successful implementation and delivery of large enterprise applications at prestigious companies
• Demonstrated proficiency in diverse facets of CRM Life Cycle including Requirement gathering, Analysis, Business Process Mapping, Technical Architecture, Workflow Analysis. Background managing all aspects of project lifecycle in wide range of organizations.
• Goal - oriented team leader adept at building strong relationships with coworkers and business team.
• Complete understanding and hands on experience with all phases of CRM and BI implementation life cycle that includes requirements gathering, GAP analysis, Activity Diagrams, Swim Lanes, Use-Cases, functional and technical analysis, solution design, application development, testing and deployment.
• Extensive Knowledge of Salesforce Best Practices, SFDC Architecture, Lightning Experience, Data Loader, De Duplication Manager, eMail Marketing, Force.com, Apex Classes, Apex triggers, Visual force, Rest API, Governor Limits, SOQL, and SOSL.
• Have vast experience in Business Process mapping, Data Modeling, Data Mapping, wireframes design, Reengineering concept, excellent written and verbal communication skills.
• Detail knowledge of the project lifecycle using Waterfall, Agile and Scrum methodologies.
• Extensive Healthcare experience in Claims Processing modules, Handling Call Volumes, Member, Provider, Broker portals, Case Management, Territory Assignments, CRM Analytics and Business Intelligence reporting.
• Financial industry experience includes Asset Management, Investment Banking, Account Maintenance, Customer Maintenance, Web Lead generation, Mutual Fund buy, Wire Transfers, Equities.
• Expertise in Sales and Marketing modules like Lead Generation, Qualifying Leads, Pipeline Management, Forecasting based on Opportunity revenues, Quotas and Incentives, Accounts Opening, Customer Maintenance, Activity Management, Expense Reporting, Target Account Selling, Proposals, Territory Assignments.
• Successfully delivered several productivity, aging, inventory, utilization Business Intelligence reports. Helped business increase the win probability of each deal, shortening the sales cycle and increasing value of each transaction.

SKILL SET:

CRM: Salesforce.com, Sales, Service, Marketing Cloud, Force.Com, Light ning Process builder, Deduplication Manager, Data Loader, AppExchange, Jitterbit, Workflows, Triggers, Territory Assignment, Security, Sharing Model, Access Rules Role Hierarchy, eMail Response, VisualForce, Apex , SOQL, SOSL J, REST APIs, Force.Com, Oracle Siebel 7.X, 8.X, OBIEE, Oracle eBiz 11.5, R12, Oracle Apps, wireframes, Web services.

Functional: Business Intelligence, HealthCare, Finance, Tele Communications, Call Center, Sales and Marketing, Life Sciences, ePharma, Quotes and Order Management, Product Catalog and Pricing models, Campaign Management, Oracle eBiz Core HRMS, Payroll, Self-service and HR workflows.

Project Management: Confidential Project Management, Leadership in Project Team, PMP, SDLC, Water Fall and Agile/Scrum methodologies, Application Lifecycle Management (ALM), Clarity, JIRA, Service Now, Rally, HP QC.

Products: Confidential Cognos Business Intelligence, Developer Studio, MS Project, Confidential Data Studio, Info sphere Data Architect, Optim Data Growth (DG), Test Data Management (TDM), Data Privacy (DP), MS Office 2000, ALM, Visio Professional, Confidential WebSphere, CVS, Toad, Query Analyzer, Data Warehouse, MDM

Languages & RDBMS: JAVA Scripts, JSP, JSON, XML, HTML, DHTML, CSS, JDK, XML, SOAP/REST, WSDL, SOAP Oracle 10G, 11G, MS SQL Server 8, MS Access, Confidential DB2, PL/SQL, Stored Procedures, SQL Plus, SQL Scripts, Visual Basic 7

PROFESSIONAL EXPERIENCE:

Confidential, NJ

Salesforce Solution Architect

Environment: Salesforce.Com, Lightning experience, Market Intel, Investran, QuickBase, Lotus Notes

Responsibilities:

• Currently working at Confidential Global Investment Management Real Estate as Salesforce Solution Architect
• Responsible for facilitating JAD Sessions, business process mapping, ER Diagrams, Process flows for a new Salesforce implementation that will replace legacy systems like Quick Base, Investran, Lotus Notes, Client Management System.
• Facilitated the discovery and deep dive sessions for various CRM initiatives like Mobile Integration, Lightning Experience, Outlook Integration, Market Intelligence tools like PreQuin, Money Market Director, Public Plan IQ.
• Prepared the System Requirement specification, Architecture and Solutions for Clients, Investors, Contacts, Activities, Opportunities, Investments, Funds, Sales Plan, Goals, Capital Raise Process, Calendars, Correspondence, Client Dash Boards, Top Opps.

Confidential, NY

Salesforce Solution Architect

Environment: Sales force Marketing Cloud 2.0, Exact Target 1.0, APEX, REST API, SOAP, Workflows and Dashboards

Responsibilities:

• Collaborate with business users, Implementation partners, Salesforce Team, vendors Epsilon (Exact Target 1.0), Arvato (EU web fulfillment), Demandware, Manhattan Associates (Client Book), Trade Global (US Web fulfillment) to execute CRM solution Strategy, architecture and application design.
• Involved in full lifecycle implementation starting from scoping, requirements gathering, gap analysis, design, implementation and delivery.
• Conducted Business Process Review sessions to analyze the existing and to-be implemented business processes for Clients. Prepared functional and technical specifications as per the Business requirements.
• Designed custom Visualforce pages using standard, extension and custom controllers, Apex triggers, Batch Apex, Apex Scheduler, Workflows and Validation rules to implement various Business requirements.
• Defined user profiles, roles, public groups and implemented role hierarchies, sharing rules and record level permissions to provide shared access among different users.
• Created data mapping for enterprise data migration for Subscribers, Customer Segmentation Data, Triggered emails, Campaigns and User Profiles.
• Created Workflow Rules, Page Layouts, Approval Process, Tasks, Email Alerts, Field Updates and Outbound Messages to manage the Workflow & Approvals
• CRM initiatives includes Predictive Intelligence, Journey Builder Configuration, Facebook Lead Generation, Browse Abandonment, Welcome Journey, Post Purchase & Reactivation Journey, Wish list reminder, Birthday and Anniversary campaigns and Mobile Integration.

Confidential, NY

Salesforce Solution Architect

Environment: Sales Cloud, Force.Com, APEX, Visual Force, ETL, Workflows, Rally, Clarity.

Responsibilities:

• Responsible for solution architecture and design discussions with vendors Marketo, Allant and Infogroup for Marketing Automation for various CRM initiatives.
• Actively participated Sprint Planning, Release planning, Daily Scrum calls, Product Backlog Grooming sessions with development and QA team.
• Defined technical architecture, provided the data mapping, design documents for Map Anything, Growth Fund CPS Cross-Sell, SSO for Mobile users, Customer Journey Tracker, Account history Audit log.
• Implemented various salesforce.com standard functionalities like Campaigns, Leads Management, Accounts, Contacts, Opportunity Management, Forecast, Cases, Reports and Dashboards.
• Created Profiles, Roles based on Organization role hierarchy and implemented Record-Level and Field-Level security and configured their sharing settings.
• Created the workflows for automated lead routing, lead escalation and email alerts. Responsible for creating Queues, Workflows rules and tasks to share and automate work to the users in the Queue.
• Used SOAP, Web Services and REST APIs to integrate Salesforce application with downstream systems.
• Implementation of “Map Anything” that enabled field sales rep to do daily reporting, site visits and lead tracking.
• Implemented Territory Management and realignment to assign Sales rep to specific accounts in diff sales territories.
• Provided data mapping and migration for Growth Fund CPS Cross-Sell to enable Top Client Acquisition (TCA) business consultant to offer Open products to existing CPS Customers.
• Used Data Loader for insert, update and bulk import/export of data from Salesforce.com objects into comma separated values (CSV) files.
• Defined custom objects, to visual force pages for Project Eagle to offer ‘Simply Cash’ Product to specific leads and Project Welcome to accept card applications from 7 U.S. Territories
• Defined deduplication rules in Duplication Manager to resolve duplicate Leads, Contacts and Account.

Confidential, NY

Sr. Technical Analyst

Environment: Sales Cloud, Service Cloud, Oracle Siebel 8.X, Oracle 11G, Confidential Cognos BI, Java, JSP, XML, WSDL, SOAP

Responsibilities:

• Lead the Siebel 8 upgrade, Salesforce Integration and Business Intelligence implementations w.r.t Analysis, planning, design, implementation and deployment.
• Successfully build the architecture and infrastructure set up of Production, Disaster Recovery, QA and Training Environments including SSO and Security authentication.
• Provided architecture strategies, business process mapping, data mapping, functional and technical solution design documents to implement complex business requirements.
• Successfully implemented various CRM projects like View Form, Refer SR, Client Letter, HOD, Provider Contract Lookup, HIX, Pricing Engine Implementation and ESAWS Analytics.
• Implemented the complex inbound and outbound integration using WSDL and SOAP APIs that enabled CSRs to View the forms, refer and route a Service Request to appropriate queue in ESAWS application.
• Did the analysis, design and data mapping for HIX and Trizetto NetworX Pricing and Modelling solution to integrate with Claim Adjudication system and provide one centralized pricing engine.
• Responsible for implementation of HOD and Provider Contract Lookup mainframe integration using web service that enabled a user to SSO to QCARE Claims processing systems directly from CRM application.
• Worked with vendors Top Down to integrate and upgrade Generate Client Letter for member correspondence and document automation.
• Successfully designed and automated several Daily, Monthly, Productivity, Inventory, Ageing and Utilization reports helped business make smarter decisions, drive better outcome hence save millions of dollars.
• Successful delivery of First Utilization Request, MRT Aging, MRT Letter Report and Member Call Report that sends out an automatic email to target audience on 1st of every month.
• Troubleshoot several sev1 production issues, provide resolution, ongoing application support and maintenance

Confidential, NJ

Sr. Technical Analyst

Environment: Sales Cloud, Service Cloud, Java, JSP, JSON, XML, REST API, Visual Force, Dashboards

Responsibilities:

• Worked on the Requirement Gathering, Analysis, Architecture and design phase of new CRM application called CRM 3Sixty that replaced the existing legacy systems like Higher Ed, UOPS, STAR, WCM and K12 etc.
• Responsible for providing Design Documents for Data Quality, Data Integration, Cleanse and Data De Duplication.
• Designed and Architect the solution for Account Opening, Customer Maintenance, Case Management, Courses, Order Management using APEX and Visual Force Pages.
• Prepared the Design Documents for Account Inbound and Outbound Interfaces that uses Force.com, SOAP and REST APIs to post messages to external system like UOPS, STAR
• Defined workflow and validation rules for Account Opening, Customer Maintenance, Order Processing, Marketing Campaigns, email alerts and field updates rules.
• Responsible for Business Process Mapping and Data Mapping for Data Migration from Legacy System to Salesforce database for Contacts, Orders Activity, Service Requests and Attachments.

Confidential, Optim Princeton, NJ

Sr. CRM Analyst

Environment: Oracle-Siebel 7.X, 8.1, Optim, Confidential Data Studio, Oracle eBiz 11.5, R12, Oracle 10G, JDK

Responsibilities:

• During requirements definition actively engaged partners from the line of business as well as technical experts in order to deliver solution design document that technology team would follow.
• Extensively analyzed Siebel data model, Joins, Links and MVLs to design several Optim Siebel Access definitions for Accounts, Contact, Household modules These ADs were part of Optim Engineering releases for Test Data Management (TDM) and Data Growth (DG) products of Confidential Optim.
• Analyzed the market research documents (MRD) to gather requirements for Data Growth, Test Data Management, solutions for Oracle eBiz modules like Payroll, HRMS, TeleServices, iSupport, Account Payables.
• Defined Data Privacy and Data Retention rules for Payroll and HRMS modules for the customer UK Ministry of Defense.
• Extensively analyzed Oracle eBiz data model provided detailed specs for meta-data, data definitions, Data Archiving and Data Retention strategies for Cash Management and Work In Process Modules of Oracle eBiz
• Installed Optim, Web Sphere, Confidential and Siebel Servers on multiple VMs, Created Archive, Restore, Delete and Insert Requests.
• Implemented the integration solution for Oracle eBiz, Siebel and Optim using Confidential and Confidential .
• Created complex SQLs and stored procedures for executing rule based Validation engine.

Confidential, Middletown, NJ

Sr. CRM Analyst

Environment: Siebel eCommunications 7.5.3, 7.8.2 Oracle 9.2, Java Script, JDK, OBIEE, Workflows, XML

Responsibilities:

• As a team lead was responsible for the Process flow, functional and technical design documentation for new implementation called Automation of the pre-qualification process . Lead the team of 10 offshore members to complete the development and QA cycle.
• Worked extensively on Communication Administration and eMail response, supported 200+ Outbound and Inbound eMail workflows processes, policies and business services and responsible upgrade of above processes.
• Performed the feasibility analysis, system architecture and solution design for Opportunity Attachments with multi-level hierarchical sharing of files between different modules across enterprise.
• Successfully implemented the Order Management project defining product catalogs, pricing models, Inventory management, Order Entry and Order Processing modules for large commercial customers.
• Completed full cycle of 7.5 to 7.8 upgrade, was responsible for upgrading Outbound and Inbound eMail workflows
• Extensively worked on Siebel scripting, Configuration, Workflow processes, WF Policies EAI and EIM
• Have been part of triage team of many severity 1 issues, provided resolution that has helped the team several times in go-no-go situation of a quarterly releases.
• Prepared the Siebel 7.8 development guidelines and Best Practices document and provided the training for entire team.

Confidential, NJ

Sr. CRM Analyst

Environment: Siebel Call Center 6.3, 7.5.3.8, MS SQL Server 8, Siebel Remote, Java Script, JDK

Responsibilities:

• Determined user/business/functional requirements. Worked closely with Siebel Professional Services team to gather requirements, gap analysis, design and implement the 1st and 2nd phases of SMA implementation.
• Analyzed the requirements and implemented Dynamic, Batch and Interactive assignments for Consumers, Commercial Sales. Customized the workflow and assignment objects created assignment rules for county and split county based territory assignments for Sales Rep.
• Prepared data dictionary for all applications, executed EIM reconciliation for IDataStore and Siebel data created stored procedures ifb files and ran EIM process for Dental EIM in UAT and Production.
• Worked closely with Confidential team to define functional requirements for all existing CRM applications to upgrade
• Involved in full lifecycle upgrade of Siebel applications from Siebel 6.3 to Siebel 7.5. Was responsible for reengineering the VBCs based Views mainly Individual Providers, Auths & Referrals, Claims and Payments modules of Confidential .
• Completely redesigned the solution for making ADO DB connection to IdataStore for all business services.
• Worked in the Server team to support complex Siebel 7 server architecture that included multiple appservers, gateway server, managed resonate central dispatch for load balancing, Web servers, DMZ server etc in clustered environment.
• Worked with Accenture and participated in several JAD sessions requirement gathering sessions for Confidential, Portals WEB MD, and Single Sign On strategies.
• Prepared the functional and technical design documents for Confidential My Health Bank SSO solution and Benefit Accumulator functionality of Confidential .
• Implemented the Integration solution for Siebel and Web Based Portals like WebMD and My Health Bank.

Confidential, NYC

CRM Analyst (AVP)

Environment: Siebel eFinance 6.2.1, 7.0.4, Oracle 8.1.7, Win NT, Web Logic, Siebel Java data beans, JDK 1.3.

Responsibilities:

• Involved with the team in requirement gathering, gap analysis, interacted directly with the end-users, other vendors to discuss the process flows, swim lanes, field rules, DTDs functional specs for requirements like Customer Maintenance, Account Maintenance, Block Unblock account, Web Lead generation, Web Seduction, 4 Eyes principle, Wire Transfers.
• Extensively analyzed and implemented functionalities like Registering a User, Setting Application Data, Creating a Service Request, Opening an Account, Check Account Balances.
• Created and maintained web views Mutual Fund buy, Wire Transfers, Equities. Completely developed functionality for Printing Application forms directly from Siebel.
• Designed and configured various other functionality like Collapse Transactions Views, Find Functionalities, Multiple financial Transactions for a Service Request, Lock a closed service request using state models, automatic closure of a Service request, restrict secured wire transfer, maintain relationship manager’s history etc.
• Implemented Campaign Management by defining prospect list, setting Inbound and Outbound campaigns, campaign responses and Offers.
• Responsible for preparing EndUsers training presentations for Confidential Call Center Applications and Campaign Management.

Confidential, Pittsburgh, PA

Environment: MS Visual Basic, PL SQL, Oracle 8.0, Win NT

Responsibilities:

• HighBar billing project is automation of the entire billing process to provide the customers bills over wire using HighBar Billing Engine, which is driven by different databases like ECS, Confidential, HFDR, Account Receivable etc.
• My primary responsibility involved evaluating the performance of HighBar Financial Data Repository (HFDR) and to provide technical solutions for tuning and upgrading the performance of the Oracle database.
• Worked on the automation of Claims Processing to establish business rules for claims processing workflows, claim review and approval process, correspondence and payment process. This helped improve the Workload Allocation and improve turnaround time by 50%
• Stores data related to requirement gathering, developing functional Specs, Use cases can be logged, viewed and modified on need basis. It also generates different reports for each module stage wise, category wise, date wise and team wise.
• Confidential database has all the information related to a Customer, his accounts and bill history. It generates the current and historical information of all the Active Clients, allows the user to select the bill accounts associated with a client, view the detailed contact and account information.