Customer Service Project
Resume:
SUMMARY
< *+ years of Multi Channel Retail eCommerce (online web commerce, mobile-
commerce and In-store Kiosks) consulting experience and large scale
implementations for clients based across various continents in North
America, South America and EMEA region.
< Appointed as a Subject Matter Expert to various billion dollar clients
like kohl's, Best Buy and Wal-Mart.
< Proven Track Record of almost doubling the online revenue after
successful implementing ecommerce ATG websites.
< Provided consultation to executive/ C level business managers on
ecommerce go-to-market business strategies and industry best practices
that resulted in high conversion rate of online orders.
< Expertise in pre-sales activities such as responding to RFPs, defining
scope and leading business solution presentations to senior executives
(including CXO level executives). Also actively assisting sales teams
on business development assignments and leading the effort estimation
lifecycle.
< Well versed with various Oracle ATG Commerce suite (versions 7.x, 9.x
and 10.x) including Business Control Center (Commerce Merchandizing
Application) and Commerce Service Center (Call Center Application).
< Integrated ecommerce vendors including E-bay (Auction Services), Acxiom
(Email Campaign), IBM Sterling Yantra (Order Management System),
Bazaarvoice (Ratings and Review), Scene7 (Image rendering)and Expedia
(Travel Services).
< Managed planning, analyzing and designing functional requirements for
new ecommerce sites to ensure a high quality e-commerce website in all
versions of ATG commerce suite.
< Proven leadership skills, played a dual role as a Team Lead and a
Business Consultant while gathering and analyzing functional
requirements for an ecommerce site, guided and supported the
development and testing teams (of size 70 team members) during all
phases of the development lifecycle.
< Responsible for recruiting and mentoring a team of ecommerce
consultants (ranging from entry level to senior analysts) for critical
client engagements.
< A result oriented self-starter, customer centric, quality driven, fast
learner and an efficient team player.
TRAINING AND WORKSHOPS
< Oracle ATG commerce suite, Merchandising and Customer Service Center
(versions 7.x, 9.x and 10.x).
< Hybris MultiChannel Suite version 4.5 (B2C and B2C)
< Oracle Endeca Commerce version 3.1 (Guided Search and Experience
Manager)
< Advanced training on best practices in the ecommerce domain.
< Pursuing PMP certification (Expected in 2013).
EMPLOYMENT HISTORY
< Principal eCommerce Consultant - Professional Access Ltd, New York, NY
(April
2012- Present)
< Principal Business Consultant - Professional Access Software
Development Pvt. Ltd, Bangalore, India
(March 2009-
April 2012)
< Senior Business Analyst - RevereIT, Woburn, MA (September
2007 - February 2009)
< Business Analyst - Ecommerce Pioneer Inc, Roswell, GA
(August 2006 - July 2007)
< Project Engineer (Intern) - Bhabha Atomic Research Centre, Mumbai
(July 2004 - May 2005)
AWARDS
< Spot Award For Outstanding Achievement
December 2010
< Spot Award For Outstanding Achievement
May 2010
EDUCATION
< Master's of Science in Information Management, Syracuse University
August 2007
< Bachelor's of Mechanical Engineering, Mumbai University
June 2005
TECHNICAL SKILLS
< ATG suite - Commerce, Business Control Center (includes Merchandising,
Content Administration, Scenarios and Targeters, Promotions and
Search), Customer Service Center
< Modeling Tools: UML 2.1
< Microsoft Tools - Visio, Excel, Project, Word, PowerPoint, Enterprise
Architect
< Databases - MS SQL Server 6.5, MS Access
< Web technologies - HTML, Dream Weaver, Flash
PROFESSIONAL experience
ORGANIZATION: PROFEssional ACCESS LTD, New York, NY
Position: Business Lead May 2013 -
Present
Project: MichaelKors.com implementation on ATG suite 10.1.2 using RUP
methodology
Client: Michael Kors
Location: Manhattan, New York
Duration: May 2013 - Present
Responsibilities:
< A Subject Matter Expert responsible for defining Michael Kors online
business initiative to implement a new ecommerce website
(Michaelkors.com) that will double their online business within one
year of go-live.
< Responsible for defining the overall program scope and the complete
implementation lifecycle (from project initiation, elaboration,
construction all the way to project go live) for MichaelKors.com on a
brand new version of Oracle ATG and Endeca
< Analyzing and defining integration specifications for APIs (JSON) and
webservices with EPICOR (CRM), Manhattan Associates (Order Management
System) and several other business critical integrations
< Managing and mentoring a team of 35 (offshore and onshore combined) and
their deliverables for all iterations including Quality Assurance until
go-live next summer
Position: Principal eCommerce Consultant April
2012 - May 2013
Project: Kohls.com re-platform on ATG suite 10.1 using RUP methodology
Client: Kohl's Corporation
Location: Menomonee Falls, Wisconsin
Duration: April 2012 - Present
Responsibilities:
< Responsible for managing (and planning) activities for gathering and
eliciting business and technical requirements for the Kohls.com ATG re-
platform project.
< Managing and tracking project deliverables while being the single point
of contact from the client engagement point of view.
< Leading business and technical requirement workshops and ensuring all
client deliverables are of highest quality and delivered on time.
< Coordinating PMO activities between client program management and
offshore development teams.
< Providing advanced ecommerce consultation (go to market strategies and
future enhancement recommendation) to optimize Kohl's online businesses
and merchandising workflows.
ORGANIZATION: PROFEssional ACCESS Software development PVT. LTD (Part OF 3i-
Infotech Group), Bangalore, India
March 2009 -
April 2012
Position: PMO/Principal Business Consultant
Project: MrPrice.com re-platform on ATG suite 10.0.1 using RUP methodology
Client: Mr Price Group
Location: Durban, South Africa
Duration: August 2011 - March 2012
Responsibilities:
< Travelled to the client site for an initial scoping phase that involved
facilitating workshops on oracle ATG 10.1 product stack, understanding
the business vision/goal and defining an end to end scope of the entire
multi-channel ecommerce (including in-store kiosks and mobile commerce)
ecosystem.
< Advised Mr Price's senior management on critical ecommerce strategies
(for launching international sites and on boarding other brands) and
identified various processes that need to be in place in order to
launch the new eBusiness initiative successfully.
< Coordinated and collaborated with other teams within the program and
presented a detailed ecommerce solution based on the scope gathered
during business workshops.
< Created a road map for future phases/implementations based on the
timeline and cost analysis.
< Elaborating the scope into user stories and use cases with constant
business user interaction and several rounds of functional and
technical workshops.
Position: PMO/Lead Business Consultant
Project: Mundolider.cl re-platform on ATG suite 9.1 using RUP methodology
Client: Walmart - Chile
Location: Santiago, Chile
Duration: Phase-1: January 2010 - February 2011
Phase-2: March 2011 - August 2011
Responsibilities:
< Lead requirement elicitation for storefront (browse, shopping cart,
promotions and checkout), merchandising and customer service center
application of the ecommerce platform.
< Advised the client on the best practices in ecommerce adhering to the
Latin American market and created the business requirement document.
< Managed 14 functional requirement documents comprising of 30 use cases
approximately.
< Facilitated and conducted joint application development (JAD) sessions
to understand the business requirements by bringing the stake holders
and IT team on a common platform.
< Interacted with external technical contacts for eliciting integration
requirements for order payment, catalog feeds and order management and
fulfillment processes.
< Managed scope creep and was instrumental in creating a change request
control board.
< Preparing the client team for future enhancement projects by
prioritizing the scope based on long term and short term business
goals.
Position: PMO/Senior Business Analyst
Project: Samsclub.com re-platform on ATG suite 7.1 using RUP methodology
Client: Sam's Club (Walmart),
Location: Bentonville, Arkansas - US
Duration: March 2009 - January 2010
Responsibilities:
< Coordinated with the Program Management to develop a work plan
detailing the tasks and effort required to achieve the scope of
project.
< Collaborated with the offshore development centre to provide support to
the development and testing teams (approximately 70 team members in
all) during the construction and testing phases.
< Effectively owned all 21 functional and 15 integration requirement
documents covering the entire project scope.
< Successfully coordinated all activities between the ecommerce
development and testing teams with the order management system vendors
Sterling Yantra from the offshore center.
< Tracked and managed all the defects to closure during the system
integrated and user acceptance testing phases of the product.
ORGANIZATION: Reverit LLP, Woburn, MA
September 2007 - February 2009
Position: Senior Business Analyst
Project: Samsclub.com re-platform on ATG suite 7.1 using RUP methodology
Client: Sam's Club (Walmart), Bentonville, Arkansas
Location: Bentonville, Arkansas - US
Responsibilities:
< Lead a team of business analysts for managing requirements for the
entire ecommerce site, this includes - Account Management, Catalog
(Categories/products/skus), Shopping Cart, Pricing Engine,
Merchandising, Checkout and Instore Kiosk applications.
< Advised the business users on the best practices of e-commerce and
documented requirements during the inception and elaboration phases.
< Conducted technical/non-technical presentations to the management and
training workshops for ATG Business Control Centre and Customer Service
Centre for the clients.
< Worked with multiple online service vendors such as Sell Point, Scene7,
Bazaarvoice, Endecca, Omniture, ebay and Expedia and co-ordinated plans
to identify integration touch points with the ATG platform.
< Collaborated with business units to assess the technical impact of
business requirements and to reach consensus on alternative solutions
when necessary in an effort to maintain a consistent yet flexible
architecture.
ORGANIZATION: E-Commerce Pioneer Inc, Roswell, GA - US
August 2006 - July 2007
Position: Business Analyst
Responsibilities:
< Gathered requirements for the development for the current business
website portal on sharepoint for the HR, operations and the finance
departments using multiple sprints following the agile methodology.
< Analyzed and documented requirement documents and strategies based on
joint application design sessions with the stakeholders from various
department.
< Responsible for creating UI designs and prototyping the screens for the
portal through market research.
< Assembled new system requirements through market research and interview
sessions with industry experts.
< Conducted UAT with the department heads while executing 4000+ test
cases.
< During launch, trained all the stakeholders to user the new portal -
this project had increased the overall efficiency of different
departments by more than 50%.
ORGANIZATION: Bhabha Atomic Research Centre, Mumbai, India
July 2004 - May 2005
Position: Project Engineer (Intern)
Project: Development of an Actuary Rotary Arm
Location: Mumbai, India
Responsibilities:
< Analyze the "As Is" process and identifying various business
requirements of the engineering design team.
< Assisted various department heads at facilities around the plant in
system re-engineering and gathered data on the functional requirements
to design a new robotic system.
< Created prototype of the actual design using Catia 5.0 and simulated
real time conditions for testing quality and performance.
< Reduced operational risks of the system under various scenarios using
Probabilistic Risk Assessment mainly concerned with mitigating
technology failure and safety risks.
< Reviewed development plans, quality assurance test plans and user
documentation to ensure correct interpretation of original
specifications.
ADITYA VASUDEVAN
adi.vasudevan @gmail.com
Contact this candidate