Project Manager Management

Rajiv Munshi (PMP)

*** ****** ****** ( Los Gatos, CA 95032

*************@*****.*** ( 408-***-****

(Planning To Relocate To South Florida)

CRM Practice Manager

Core Competencies

INDUSTRY EXPERIENCE

. Over 20 years of experience with IT services companies TCS, Wipro,

Infogain and Virtusa

. Over 10 years of diverse experience in CRM space; Expert in strategy,

implementation and application management

. In-depth understanding of business functions: Sales, Customer Support,

Order Management, Manufacturing, Human Resource, Finance

. Experience with business processes: Campaign-to-Lead, Lead-to-Order,

Order-to-Cash, Support Issue-to-Resolution

. Experience and familiarity with variety of technologies such as

Siebel, PeopleSoft, Salesforce.com, Clarify CRM, Oracle E-Business,

Tibco, BEA, Oracle Fusion

Consulting Practice Management

. Track record of successfully managing CRM consulting practice (Siebel

and PeopleSoft) which grew over $10m in revenue

. Defined go-to-market strategy, and practice solutions; Managed pre-

sales activities, project delivery and client relationship

. Managed resource acquisition and training; Managed hiring and

contracting channels

. Managed project delivery group with 4 global centers; Prepared rolled-

up resource forecasts, budgets and hiring plans; Managed resource

utilization

CRM Project Delivery

. Implementation and enhancement of a highly integrated global CRM

Customer support application for 5000+ call center agents for a

Fortune 100 company; Involved complex data migration (including 40

million customers and cases) from legacy system to CRM application;

Improved customer satisfaction and reduced call length for consumers

. Implementation of Call center and Customer Support (CRM) applications

for Hi-Tech client to facilitate seamless integration of end-to-end

processes

. Implementation of a global PeopleSoft Field-service application for a

manufacturing client; Reduced the response time and time-to-repair for

customers

. Implementation and management of Siebel sales application for a

Software company; Integration with Oracle Order management application

and external partners

. Implementation of Siebel Partner Relations Management application for

a Hi-Tech client; Significant increase of partner channel revenue and

reduced turn-around-time for partner requests

. Managed a portfolio of eight different CRM application projects

(Clarify, Vantive/PeopleSoft & Siebel); Functions included Sales and

Service

CRM Consulting

. CRM Turn-around assessment of a failing Sales implementation;

Conducted a CRM assessment and recommended areas of improvement with

an action plan and investments required; Developed and packaged 'CRM

Turn-around' methodology around CRM maturity model

. CRM assessment for Hi-Tech company, global help-desk/call center

operations; Provided recommendations and developed two-year plan for

support processes, technologies, metrics, customers, and people

Program & Project Management

. Over 15 years of extensive engagement/project management experience in

the areas of IT application development and management

. PMI certified project manager experienced in managing individual

projects as well as portfolio of projects

. Led multi-location, cross-functional, matrix organization teams

involving client IT, business users, & development teams

. Successful track record of managing global, complex projects on-time,

on-budget and with very high customer satisfaction; Emphasis on risk

management and scope control

Client Management

. Extremely successful in account management, resulting in growth of

several clients and expanded relationship with several organizations

such as Hewlett Packard, Network Appliance, Nikon Precision, Agilent

Technologies, Cisco, Silicon Graphics, PeopleSoft, Apple, VMware, Kia

Motors

. Expert in client expectation management; Established myself as a

trusted advisor to client managers; Established C-level relationships

at client companies

Personal Traits

. Excellent communicator and presenter; Client focused; Problem solver;

Creative thinker

. Adept to building profitable relationship with business, IT and senior

management

. Demonstrated leader; emphasis on team building; Managed and mentored

project teams

Professional History

INFOGAIN CORPORATION - LOS GATOS, CA 2005 - PRESENT

Client Partner

. Managed engagements for strategic accounts in Hi-Tech, Software and

Automotive clients; The technologies include CRM (Siebel, Clarify),

ERP (Oracle E-Business), Portal and Middleware (BEA, Tibco), Custom

applications (Microsoft .Net & J2EE)

Virtusa Corporation - Boston, MA 2004 - 2005

Engagement Manager

. Managed custom application development engagements (Microsoft .Net &

J2EE) for Hi-Tech and Software clients

Infogain Corporation - Los Gatos, CA 1995 - 2003

CRM Practice Director

. Managed a large, outsourcing application management engagement (30

applications in CRM and related technologies) for a Hi-Tech client

. Led CRM practice and managed group of projects (Siebel, Clarify,

PeopleSoft) for Hi-Tech, Software and Manufacturing clients

CRM Program Manager

. Managed implementation of large, global, integrated, CRM application

(PeopleSoft) for a premier Hi-Tech client, focusing on call center and

customer support function

. Managed multiple CRM projects (PeopleSoft) for Hi-Tech clients

focusing on call center and customer support area

Tata Consultancy Services (TCS) 1990 - 1995

Project Manager

. Managed a portfolio of ERP application projects (Custom applications)

for Government, Hi-Tech and Consumer Goods clients

. Managed projects and client relationship for Banking and Government

clients in Bahrain

. Led onsite and off-shore projects deployment for an International Bank

in Singapore

Wipro Technologies 1984 - 1989

Project Lead & Programmer

. Designed and developed various custom applications for Government and

Manufacturing clients

Educational Background

. BACHELOR'S DEGREE IN ELECTRONICS ENGINEERING ( MS UNIVERSITY - INDIA

. Project Management Professions (PMP) ( Project Management Institute, USA

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