Darsen Prasad

Senior CRM Consultant

Summary

. Overall 7 years' experience in implementing CRM ( Cloud RightNow CX)

and web based applications in .NET, PHP technologies

. Extensive experience in administrating and maintaining the contact

center solution using RightNow CX.

. 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.

. Upgrading/Migrating RightNow product from lover version (Classic Pages

and CP1) to latest version (CP2).

. Developing .Net Addins for integration with external applications.

. Working on Oracle RightNow configuration and integration with Siebel

CRM and Oracle BI

. Involved in various phases of project implementations.

. Adaptability to new technologies as required.

. Skill to troubleshoot application defects.

. Strong logical skill to derive concrete software solutions.

. Capability of suggesting ideal approach to implement business

requirements.

IT Skills

Packaged Applications : RightNow CX

Framework : .NET 3.5 / .NET 4.0

Languages : C#. NET, VB. NET

Data Bases : MS SQL Server 2005, 2008. MySQL

Architecture : 3-tier, MVP, SQL to LINQ

Tools : Visual Studio 2005/2008/2010, Photoshop,

HTML/CSS/JavaScript, Jquery, Telerik, Crystal

Reports,

SVN, Dreamweaver, Microsoft Visio

Project Experience:

Speridian Technologies:

Project Name : US Mint Demo

Client : Accenture Federal Services

Role : RightNow CX Consultant

Duration : April 2013 - Till Date

Team Size : 5

The United States Mint (USM) demo includes a demonstration of an end to end

solution for a customer's experience interacting with the contact center

for customer service and for over the phone product ordering.

Oracle RightNow will serve as the core Customer Relationship Management

(CRM) product to support the customer service support for USM order

management and general information/questions. Oracle RightNow will

interface with WebSphere Commerce (WSC), the online store which displays

catalogues of products, FAQs, and general USM information.

Responsibilities:

. Requirement analysis, setting up the project schedule and task split

up.

. Integrated CTI Softphone with RightNow CX

. Designed custom workflow for creating an incident record as per the US

Mint requirements.

. Created custom multi-select functionality for the incident field in

the disposition workspace.

. Workspace configuration and setting up the user profiles.

. Technical documentation of the project for CTI Integration.

. Created custom reports for pulling the agent performance data for the

CTI implementation, which helped in evaluating the agent performance.

. Daily scrum meetings for discussing the project progress and show

stoppers.

. External application integration with WebSphere web services for data

integration.

Project Name : Contact Center Support

Client : Optima Health

Role : RightNow Administrator

Duration : Jan 2012 - April 2013

Team Size : 12

The project is to manage Optima Health help desk operations end to end. The

project included the support of RightNow CRM tool, Knowledgebase

management, help desk agent management and business processes management.

Responsibilities:

. Supported the RightNow CX CRM solution implemented in Optima.

. Mainly responsible for doing Incident management, Knowledgebase

management, Analytics, User management and

administration/configuration in RightNow CX CRM.

. Did a lot of customization, portal design and upgrades in RightNow CX

CRM.

. Implemented Chat and email features for the help desk operations using

RightNow CX CRM that reduced the turnaround time and has helped

reducing calls abandoned.

. Maintained the XML Bridge between RightNow CRM and Optima internal

ticket system.

. Reduced 30% of the call volume by extensively improving the

knowledgebase content, product and categories, access levels and

search, so that dealers can self-help themselves.

. Able to reduce 10% of agents on an overall engagement level (800

agents) by improving the overall call handling process which saved a

lot of money to Optima and has increased dealer satisfactory level.

. Designed new agent score card programs that resulted in an improvement

in evaluation for individual and for the overall Consumer Service

department in the following areas: productivity, efficiency, quality

. Improved First call resolution rate by referring knowledge base,

correct routing of troubled tickets, regular review of knowledge base

articles and timely creation of articles for new application changes.

. Did Incident Review meetings and Audits to increase the efficiency of

the application support.

. Monitored and gathered metrics to validate and improve quality of

support on a daily basis, i.e. average hold time, call duration, time

to closure, first call resolution, customer satisfaction, etc.

. Developed project schedules, estimations & tracking and resource

allocation in MS Project.

. Facilitate weekly meetings with team leads covering topics such as

forecast variance, upcoming projects, training needs and making

staffing recommendations.

. Documented and designed new operations and procedures manual that is

currently being used by employees in the training and developing

process that brought metrics within satisfactory levels.

. Did dealer surveys and then utilizing the information to serve the

clients better and thus increasing the CSI of the company.

. Identified the opportunities to increase the value added-services to

client. Developed business cases, business plans, and business

requirement documents.

. Build credibility, establish rapport, and maintain communication with

stakeholders at multiple levels, including those external to the

organization.

Environment: RightNow CX CRM, HTML, Visual Basic, PHP, Vignette, Serena

Dimensions, MS Office

Project Name : Service Management Project

Client : Nikon

Role : Oracle RightNow CX Consultant

Duration : Nov 2009 to Sep 2010

Team Size : 8

Location : Melville, NY

Responsibilities:

. Created dynamic product specific pages in RightNow CP that allow for

product launch to happen without the need to engage IT to develop on

CMS platform, resulting in significant ROI as a result of fewer

developer

Resources consumed.

. Integration between RightNow and Salesforce CRM.

. Assist marketing team by building dynamic campaigns and surveys.

. Branding the RightNow CP pages as per customer requirement.

. Integrated the RightNow CP to warranty database, allowing the RightNow

app to validate warranty on products before allowing customers to

create returns and exchanges in the system, thus avoiding an agent

engagement.

. Deliver customized support solutions reducing calls by 15% by right

channeling customers to the correct solution for problem.

. Developed user and product specific support solutions via heavy

customization of the RightNow portal page set resulting in higher

customer satisfaction and increased knowledge base utilization.

. Boosted knowledge base with average of 15 new articles weekly

pertaining to new product launches

Project Name : RightNow Upgrade

Client : National Grid USA

Role : RightNow System Administrator

Duration : October 2010 to Jan 2012

Team Size : 12

Responsibilities:

. Led RightNow upgrade implementation to large scale business

operations, within business timeline and with no disruption to daily

work flow. Upgraded from Classic version to CP2.

. Configured system rules to route incidents to appropriate queues to

manage and stream line workflows.

. Developed customer satisfaction reporting dashboards and PowerPoint

extracts using RightNow surveys, developed best practices of surveying

and shared with RightNow community.

. Customized reporting and objects within RightNow to ensure tool met

and exceeded business needs for tracking metrics.

. Took business ideas and developed technology solutions utilizing

RightNow to meet business needs

Project Name : Sapphire

Client : Veros

Role : Senior Systems Analyst

Duration : Jan 2009to Aug 2009

Team Size : 5

Summary:

Veros Real Estate Solutions (Veros) has been an industry leader in real

estate collateral valuation management and decision analytics for more than

a decade. Through this experience and insight, we have continued to drive

our products and solutions to meet tougher and more complex business and

industry demands. We offer a wide variety of software solutions and tools

to help you manage collateral valuation from the beginning of the mortgage

chain and throughout the life of the loan.

Responsibilities:

. Analyzed the old application written in MVC architecture

. Migrated and implemented the business functionalities to MVP based

architecture

. Designed to the UI interface for the portal

. Integrated it with business logic functionalities

Project Name : Mobile CRM (Mobilize)

Client : In House

Role : Senior Systems Analyst

Duration : April 2008 - Dec 2008

Team Size : 3

Location : Offshore

Summary:

Mobile CRM is a product offered by Speridian Technologies to provide CRM

software solutions that gives instant end-to-end pre-built mobile CRM

capabilities for RIM BlackBerry, iPhone, iPad or Windows phone Smartphone

so you can get your leads, contacts, opportunities and other mission-

critical information anytime, anywhere - even when out of network coverage.

Mobilize is a secure platform that allows organizations to control what

users get to access on their devices. The platform provides secure means of

integrating with any Enterprise System via Web Services or Middleware.

Responsibilities:

. Coding the code behind pages and designing.

. R&D on Mobile domain

Project Name : Catalyst

Client : Springboard, USA

Role : Systems Analyst

Duration : October 2007 to March 2008

Team Size : 8

Summary:

Springboard is a non-profit agency formed in 1974 by business leaders and

credit grantors. They improve the lives and financial well-being of

individuals and families by providing quality financial education and

counseling. Their existing counseling portal was developed in old VB.NET

with .NET 1.0 framework. This was migrated to .NET framework 3.5 in C#.NET

with added features

Responsibilities:

. Analyzed the old application written in Vb.net.

. Migrated the functionalities to .NET 3.5 with code optimization and

client specific coding standards.

. Designed to the UI interface for the counseling portal

. Designed Crystal Reports for pulling reports and printing certificates

. Developed a scheduler windows application for Printing client

feedback documents

. Implemented Editable Grids from Infragistics in displaying data and

making it easier for user to modify directly in listing

. Created Tables, Stored procedures and functions in database for the

new requirements

. Worked on Outbound Web services to load data from external system

. Deployment of files to the production server and preparation of

release notes

. Worked with the Production support team to resolve the issues

Futurzoft Technologies:

Project Name : E-Learning

Client : In House Project

Role : Software Engineer

Team Size : 5

Summary:

A web application developed for different companies to train their

employee, create and conduct exams. Site Contains four types of user roles

- Site Administrator, Company administrator, Employee and Sales Person.

Also can export and import employee details, exam scores. Support courses

in Impatica presentations and Flash video files.

Responsibilities:

. Involved in requirement analysis and building a business layer

. Involved in database designing and creating of stored procedures

. Implemented JQuery Plugins and JSON for speeding up and improving the UI

interface

. Implemented Creation of PDF documents using Crystal reports and automated

printing and Emailing functionalities

. Prepared implementation documents and installation script.

Project Name : West valley Auto Plaza

Client : West Valley Auto Plaza, UTAH

Role : Software Engineer

Team Size : 2

Summary:

A website developed for an automobile shop in USA. Having features like

user login, administration, blog, FAQ module, exporting from and to excel

sheets, exporting the data to XML for flash, Image slide show etc.

Responsibilities:

. Involved in UI designing and Database designing

. Provided a search feature for customers depending upon their requirement

also a feature to save the search preference

. Provided an image slide show for each products

. Implemented a feature to for client to add vehicle data from Excel sheet

. Unit testing and deployment of the website.

Project Name : Podtrac

Client : Podtrac, Washington, USA

Role : Software Engineer

Team Size : 2

Summary:

Podtrac is company enables targeted podcast advertising. The company

provides services to both podcasters and advertisers to serve the growing

audio and video podcast markets. We created a public website for Podtrac

with general features.

Responsibilities:

. Involved in requirement analysis and UI designing

. Developed a platform for podcasters and advertisers to login and view

their statistics

. Also built an administrator section for managing the podcasters and

advertisers

. Unit testing and deployment of the website

Education:

B.E Electronics & Communication Engineering from Anna University, Chennai,

Tamil Nadu

Trainings Attended:

Microsoft .NET Technologies from CDAC (T).

Oracle RightNow Boot Camp Training with Oracle .

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G2, Thejaswini Building

Trivandrum

Website: www.speridian.com

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