RAJ SABBU

*** ****** **, *** *********, CA *****

415-***-**** qp34kx@r.postjobfree.com

Smart, fun, and passionate professional with 15+ years of experience as business analyst and implementation team lead. Work experience includes implementing complex enterprise applications. Consistently assumed responsibility to complete projects within time and budget constraints, both independently and on teams. Client base includes banking, technology, HR, public sector industries.

Career Summary

Wells Fargo, CA Business Systems Consultant 2011 - present

TriNet Inc, CA Sr. Business Analyst 2007 – 2011

Amrita Technologies, India Sr. Functional Analyst 2007 - 2007

Vantive/PeopleSoft/Oracle, CA Principal Consultant 1998 –2007

Professional Experience

WellsFargo Bank, Sr Business Analyst Jun 2011 – present

PeopleSoft CRM 8.8, 9.1 Oracle 11i, HP Quality center, Visio, Excel, Powerpoint, Word.

Business Systems Consultant- I am working on various CRM projects at Wells Fargo’s Treasure Management Client Services business unit. Currently, I am collaborating with various business sponsors, identifying projects, requirement documentation, working closely with the development team in designing solutions, working with testing teams, providing end-user training etc.

TriNet Inc, Sr Business Analyst Jun 2007 – June 2011

PeopleSoft CRM 8.8, 9.0 HRMS, Financials, HRP, Avaya, AMC, Oracle 11i, Ravenflow, HP Quality center, STAT, Visio, Excel, Powerpoint, Word.

CRM Lead and Sr. Business Analyst - I managed various CRM related initiatives at TriNet. Job involves collaborating with business groups providing vision and roadmap, writing the requirements, working closely with the development team in designing solutions, working with testing teams, providing end-user training and managing team of 5, etc..

I lead the following projects to successful completion.

● Support, IT Helpdesk and HR Helpdesk moduels:

Retired outlook based issue tracking system

Integration with PSFT HRMS

Knowledgebase

Employee Self-Service, integration with PeopleSoft Portal

Single-Signon between Portal and CRM

Extensive Graphical Dashboard reports and PS Queries

Enhanced Customer and Contact 360 views to show more information from HRMS, and other applications

Customer Self Service, integration with external application

● Customer Telephony Interface and Email Response Management System

Integration with AMC middleware

Process changes in the call center

Designed Interactions. Improved call center performance by 80%.

Customized 360 view to show ERMS information

Numerous email templates, Text trays

Use of extensive knowledge base

● Self service application for customers

Online case management system

Knowledgebase

Reports

J J Hospital, Mumbai, India Feb 2007 – May 2007

Amrita Hospital Information System

Functional Analyst

● Volunteered here. Gathered requirements from the hospital staff and worked with the developers to customize Amrita Hospital Information System to meet JJ’s requirements.

Oracle, Redwoodshores, CA Oct 1998 – Nov2006

Oracle Principal Consultant - Worked as business analyst in the consulting division of Oracle, PeopleSoft and Vantive managing and implementing complex applications at various customer sites. Applications worked with include CRM, HRMS, Financials, custom applications, integrations with various 3rd party vendors etc. Roles assumed include business analyst and project lead. Along with these primary roles I also conducted training session, written training materials and tested the applications as required. During the course of implementing these projects, I closely worked with all the impacted user groups, users, departments and executives.

City of Denver 311, Denver, CO

● Worked with the development team, project management and the client agencies to achieve Mayor’s objectives for a single robust call tracking and monitoring system.

● Conducted fit-gap, rapid prototype and training sessions for quick implementation.

● Configured, tested, and trained 311 Call Center application in record time.

● Designed the call to answer, call to transfer processes and agency hierarchy.

● Designed the knowledgebase standards.

● Configured and implemented Constituent Self Service.

● Trained various departments

Canadian Pacific Railway, Calgary, AB

Functional Lead – Successfully converted CPR’s Sales modules from CRM 8.8 to CRM 8.9 and designed new features.

● Worked as functional analyst to study and successfully migrate CRM Sales 8.8 functionality to CRM Sales 8.9.

● Designed new modules in 8.9 to help the business needs.

PeopleSoft, Pleasanton, CA

Functional Analyst, Training Lead and Trainer

● CRM: Functional Analyst for CRM 8.9 Marketing and Online Marketing. As Functional Analyst, conducted fit-gap analysis of CRM 8.4 Marketing implementation with CRM 8.9 Marketing application.

● As the Training Team and Lead for Customer1 project, managed and rolled out training for 7 projects simultaneously (CSMS-C1, Sales Phase I, II, ICE/SAR, CC-PC, Intranet Integration, Sunset of KG and OMPD). Managed team of 15 people.

● Developed training modules for Sales, Call Center, OMPD, ICE/SAR, PGS, and Reference Program etc., using OnDemand’s User Productivity Kit, UPK.

● Built testing scripts using QuickTest and UPK.

● Built data migration scripts.

● Worked on data cleanups: Company, Site, and Contact consolidation. Leads, Opps, Cases merge purge etc.

● Planned, coordinated and supported end-user training efforts including preparation of the training database and the training sessions.

● Conducted training and demos to the end users with the use of UPK.

Digital Island, San Francisco, CA

● Involved in gathering requirements, doing gap analysis and customizing out of the box Vantive objects to suite the business requirements, deploying the applications, training and troubleshooting.

● Customized out-of-the box Sales, Support modules. Converted sales data from Act and Goldmine into Vantive.

● Implementing and training Mobile Sales apps, applications for Inside-Sales organization.

● Worked on Web-Self-Service Application. Integrated this with Vistaware, customer portal. Developed a command line interface to various objects like CASE, TASK etc., to Network Operations Center (NOC) users.

● Developed reports using Viador reporting tool. Was part of various technical and functional teams implementing IT/customer facing projects.

● Was part of CIRP (Customer Integration Reengineering Project), a cross-functional team focusing on quick and efficient customer turn-Awarded “Magnum DI Award” for many contributions towards the goals of this team.

Recognitions and Awards

TriNet Inc

● Recognition for successful launch of CRM applications in 2010.

● Several spot awards

City of Denver 311

● Recognition for contributions in the successful rollout of 311-call center, 2006.

PeopleSoft

● Outstanding contributor award, 2004.

● Special recognition for the successful global Customer1 training rollout, 2003.

Digital Island

● DI Magnum Award with cash, 2001 along with 15 day vacation in Hawaii, 2001.

Education

MMS (Master of Management Studies), BITS Pilani, India

MSC (Hons) Mathematics, BITS Pilani, India

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