TECHNICAL SKILLS:

Agile Summary: SAFe, Scrum - Stewarded multiple cross functional teams including coaching & training on Agile ceremoniesIncluding Daily Stand-up, Sprint Planning, Sprint Review & Sprint Retrospective. Grooming the user Stories, Assist the Product Owner in Product Backlog refinementKANBAN - Used KANABAN board to optimize & visualize the flow of workDevOps Practices - Continuous integration, continuous development & continuous testing and frequent releasesAgile Techniques: Well documented Agile techniques including Pairing, User Story Estimation techniques, Agile Games

User Story Estimation Techniques: Story Points, T-Shirt Sizing, Planning Poker, Fibonacci sequence

Project/Team Management: PRINCE 2 (Practitioner), MoSCoW, Waterfall methodology, Project Planning, Issue and Risk Management; Highlight Reporting to Project Board, Team Planning, Checkpoint Reporting to Project Managers, Motivating and Coaching Team Members

CRM: Salesforce, MS Dynamics CRM 2011, MS Dynamics CRM 4.0, Siebel, SAP CRM 5.2, SAGE - ACT, Pulse, Onyx, Email Marketing tools - Eloqua, Exact Target & Click Dimensions

Testing Tools & Methodology: JIRA, Rally, HP Quality Centre/ Test Director, Win Runner, QTP, Load Runner, IBM Rational Robot. TDD, Unit & Integration testing, Automated testing

Agile Techniques: ATDD / STDD, TDD, Pairing, User Story Estimation, Agile Games

PROFESSIONAL EXPERIENCE:

Confidential

Scrum Master

Responsibilities:

• Stewarded Agile Scrum, Sprint planning, Sprint Retrospective, Bug Triage and Product Backlog meetings
• Ensured team adherence to Scrum practices; facilitated all daily and periodic Scrum events including daily stand-up, sprint planning, sprint retrospective and sprint review meetings
• Coached team through story point estimations, cooperative swarming to maximize team velocity.
• Removed impediments from teams path and directed obstacles to appropriate owners for quick resolution
• Ensure that business needs are correctly captured as user stories in JIRA and translated into functional requirements and prioritized
• Worked with Developers, Information Architects, UX/UI Developers and QA team to ensure that requirements are understood and implemented as specified and that test cases will provide complete coverage.
• Mentored Product Owner through story creations with acceptance criteria, epic refinements, and prioritizing the Product Backlog
• Coach, train and support the team members on Agile processes and ceremonies
• Provided training and support for JIRA

Scrum Master

Responsibilities:

• Conduct Daily Stand-up meeting as per Agile Scrum framework
• Lead Agile Scrum, Sprint planning, Sprint Retrospective and Product Backlog meetings
• Ensure smooth transition (Change Management) from old legacy system to the new one and minimize impact on business and users.
• Established a CRM framework that can work across all products and business units
• Capture Customer Service Representative’s user journey on CRM “ As Is ” and recommend “To Be” process using MS Visio
• Gather user requirements in the form of user stories, documented business processes and requirements and translate them to specific software requirements
• Develop detailed descriptions of user needs, program functions and steps required for modifying systems
• Ensure the completed documentation of all application configurations
• Transformed Complaints reporting and escalation process by automating processes using workflows and triggers in the new system
• Prepared functional specifications and made mockups using wireframe tool Balsamiq Mockups
• Evaluating the information gathered through workshops and surveys, business process description and task analysis
• Assist and train users who are experiencing difficulties with the use of system software

Agile Coach / Scrum Master

Responsibilities:

• Act as a Scrum Master for the current phase of the project, which focuses on delivery of a variety of configuration, development, data cleansing and business process items.
• Lead daily Scrum, Sprint Planning and Sprint Review meetings
• Assist with delivery of the project through system configuration, data reconciliation and training
• Facilitate requirements-gathering discussions with stakeholders and document requirements and processes
• Capture user journeys from the landing page to exit on Hearst magazine’s portfolio of websites
• Prepare CRM requirements document and Status reports as requested by the Business Systems Delivery Manager
• Administer and configure the CRM and Eloqua
• Evaluated, analyzed and selected a Scrum tool
• Trained team members on Agile practices and methodology
• Managed vendor project resources and related budgets
• Data migration/data cleansing and data management
• Oversaw SOX Compliance
• Liaised with internal and external stakeholders and manage their expectations

CRM Data Migration Consultant

Responsibilities:

• Designing and performing tests to validate a range of key business software applications and data in order to eliminate bugs prior to release into the Live environment
• Data migration using ETL tool (Inaport) from Sage CRM system to MS Dynamics 2011
• Query and update the databases using SQL
• Test conditions, scripts, data requirements and determine the expected results
• Creating high-quality test data and executing test cases
• Attend defect review meetings to ensure incidents are understood and correctly classified/assigned

Business Systems Analyst

Responsibilities:

• Documented the functionalities of the E-commerce sites and portals including confidential
• Captured online user journey (Customer experience)
• Conducted GAP Analysis to identify websites that need to be migrated
• Business Process Mapping by capturing "As Is" and "To Be" process through 1-2-1 meetings, conference calls and workshops
• Requirements gathering workshops with stakeholders
• Planning, managing and co-ordinating Testing activities
• Designing and performing tests to validate a range of key business software applications and data in order to eliminate bugs prior to release into the Live environment
• Attend defect review meetings to ensure incidents are understood and correctly classified/assigned
• Participate in daily scrums, sprint planning and product backlog meetings

Project Manager

Responsibilities:

• Analyse, review and document business functions, operating models, systems and processes
• Create viable specification and acceptance criteria in preparation of deliverable for business change
• Provide CRM implementation Consultancy to Sales, Marketing, Compliance and Customer Services teams
• Prepare Request for Proposal (RFP/RFI), including a Proof-of-Concept phase
• Prepare CRM roll-out strategy including administration, customization & configuration
• Identify process improvements and guide users in change by capturing ‘ As-Is ’ and recommending ‘ To-Be ’ process
• Documenting and maintaining the identified integration requirements
• Educate the Stakeholders with various functionalities of CRM particularly Reports & Dashboards, Web to Lead, Web to Case, Triggers, Email Alerts, role hierarchies and organization wide defaults
• Provide consultancy on range of CRM functionalities, customization and integration requirements
• Advise on adoption Reports & Dashboards and integration of CRM with the BI and Marketing tools, phone system (CTI), SQL database, Trading Application and several in-house and vendor applications
• Stakeholder Management including Director, Head of Sales, Customer Services Manager and Marketing & Campaign Manager

Project Manager

Responsibilities:

• Ensure that business requirements for the new system are captured, understood and prioritized in agreement with stakeholders across the group applying business methodology to resolve conflicting interests.
• Design test cases and expected results to ensure requirements are correctly met
• Identify and document changes (User Stories) to the application flows that will be necessary to support business requirements within and downstream of the reporting application
• Managing, Co-coordinating and scheduling Testing activities including UAT (CTI, Single Sign On, Salesforce Offline, Salesforce Mobile,Salesforce Outlook)
• Ensure smooth transition (Change Management) from old legacy system to the new one and minimize impact on business and users.
• Established a CRM framework that can work across all products and business units
• Influence and affect changes particularly in the resolution of issues and improvement of service
• Prepare and review new system end user training material including Computer Based Training (CBT) modules and also providing Instructor led classroom training
• Report progress to CRM Project Director against plan to Stakeholders on a daily/weekly basis.

Business Systems Analyst

Responsibilities:

• Identifying and documenting business processes and requirements (individually and in a group surrounding, e.g. via workshops)
• Prepare functional specifications initially but later switched to user stories as per Agile Scrum methodology
• Business Process Mapping (Swimlanes) by capturing "As Is" and "To Be" process through 1-2-1 meetings, conference calls and workshops
• Define & Evaluate impact of change requests (Salesforce &Oracle OBIEE 10g integration)
• Defined and Created glossary of Data Standards
• Identify regional CRM requirements and promote enhancements
• Prepare UAT scripts for testing and coordinate user acceptance activities
• Participate in Sales Effectiveness, Agile Scrum, Sprint planning and Product Backlog meetings
• Salesforce administration and User Training to teams in different Business Units
• Liaise with the Technical Architects, Sales and Marketing Teams
• Stakeholder Management including CIO, Programme Manager, Finance, Sales & Marketing Managers
• Report progress against plan to Stakeholders on a daily/weekly basis.
• Co-ordinate with teams located offsite and offshore

CRM Data & Reporting Manager

Responsibilities:

• Drive and lead analysis of business and data requirements
• Customizing and Configuring SAGE CRM
• Design CRM layouts particular for each campaign
• Data Deduping, Mapping including importing data in to CRM and exporting data in to Excel
• Develop and maintain bespoke databases and document templates
• Report writing and statistical analysis including commentary on data
• Send mass emails to prospective customers using Campaign Manager.
• Provide recommendations to the business based on CRM performance and business process improvements
• Troubleshoot and provide CRM technical support to the Demand Management Team and Clients, as required, by telephone and email
• Train Call Center teams including Sales, Marketing and Finance teams

Analyst

Responsibilities:

• Analyse and Test cases using predefined specifications in various interfaces such as Siebel, COBOL, Operational Analytics, Outbound and Inbound databases and UI testing
• Test conditions, scripts, data requirements and determine the expected results
• Understand and interpret information from Entity Relationship diagrams
• Creating high-quality test data and executing test cases
• Defect Management including logging and escalating defect using HP Quality Center
• Data Analysis, Extraction and Customisation using MS-Excel
• Query the databases (including DB2) using SQL
• Entered data in DB2 tables and Edited the input files to enter proper data using File Aid

Project Co-ordinator

Responsibilities:

• Supported five products (ISP, Mobile, TV, Telephone, Energy & Gas) in the full product development cycle, from design to implementation
• Project Scoping, scheduling, setting milestones, identifying risks and documentation
• Create workflow documentations on products and special offers (such as BRS, product bulletins, process documentation, business rules).
• Data analysis to understand business trends through monitoring and predictive analysis using MS-Excel
• Evaluating variety of data to form a competitive pricing model in MS-Excel
• Conduct Competitive analysis, market segmentation, target market identification in consultation with various Product Managers and other key retail stakeholders
• Liaise with Marketing team and provide input for online marketing campaigns
• Evaluate current product range, customer requirements, product messaging and product positioning
• Ensure that the complete product value chain is in place including marketing, pricing model approval, legal, operations, customer services, application forms and reports
• Vendor selection and management

Confidential

Technical Services Center Officer

Responsibilities:

• Diagnose and troubleshoot technical faults related to Windows and Macintosh operating systems, Internet, Email, Website, Security Softwares, Computer, Modem, Wireless Router, LAN/WAN, Set Top Box and Telephone
• Logging calls and problems accurately using Service Center and ONYX (Customer Relationship Management Software)
• Escalate and Delegate tasks according to the workflow management procedures
• Achieve Key Performance Indicators (KPI’s)
• Follow ITIL procedures and maintain the SLA
• Train new employees