Project Customer Service
Resume:
Prashanthi Laha
E-Mail: **********.****@*****.***
Mobile: +1-626-***-****
Objective:
To establish myself as a successful person with excellence in terms of achievement,
creativity and dedication so as to join an organization, which provides opportunities to learn,
grow and improve the scope for implementing my skills and there by contributing to the
growth of the organization.
Professional profile:
Have 5 years of Siebel CRM implementation experience
Presently associated with Infosys Technologies Ltd as Programmer Analyst.
Experience in handling various type of projects ranging from large scale green field
Implementation to Maintenance
Possess domain knowledge in various areas of Siebel including Sales, Call Centre,
Service, Manufacturing, Life Sciences and Marketing. Worked on Siebel 6.3, 7.7, 7.8,
8.0 versions. Also worked on Siebel Analytics 7.7.
Extensive knowledge and hands-on experience across various Siebel technology aspects
including Configuration, eScripting, Workflows & Business Process Designer,
Personalization, Server Administration, Remote Administration and Performance Tuning
Have hands on experience in EIM, Data Validation Manager, Siebel Analytics,
Informatica and PL/SQL stored procedures.
Possess knowledge on Oracle and SQL Server.
Excellent understanding of client business needs and clearly communicates
requirements & deliverables(onsite/offshore)
Experienced in both Client interfacing and offshore delivery roles
Worked at Client locations for Telstra in Melbourne, Australia for 1year and for Palm in
Sunnyvale, US for 3months.
Strong communication, collaboration and team building skills with proficiency at
grasping new technical concepts quickly and utilize the same in a productive manner.
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Motivated, Focused, Process Oriented with the right attitude to implement solutions to
Clients requirements
Personal Skills:
Possess strong analytical, interpersonal skills and a proficient learner. I accept challenges and
work towards the goal. Interested to explore and work on new technologies.
Academic Profile:
BTech(EEE) from G.Narayanamma Institute of
2000-2004 83%
Technology and Sciences, AP, India
Intermediate from Nalanda Junior College, AP,
1998-2000 89%
India
SSC from Board Of Secondary Education, 82%
1997-1998
Karnataka, India
Skill set:
Technical:
Siebel Configuration and Scripting, EIM,
CRM
Workflow Administration, Analytics
Data Warehousing Tools Informatica
Programming
C, eScript, PL/SQL stored procedures
Languages
Test Management Tool Test Director
Configuration
Virtual Source Safe (VSS)
Management Tool
Database Oracle, SQL Server, MS Access
Functional:
Mapping client/business requirements and providing customized software solutions
involving finalization of product specifications and selection of appropriate techniques.
Conducting system study and coordinating with team members for System Design &
Integration, Application maintenance, etc.
Handling various technical aspects like software schema design, coding of modules &
taking appropriate actions.
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Delivering and implementing the project as per scheduled milestones; extending post-
implementation and maintenance support to the client.
Organizational Experience:
Working with Infosys Technologies Ltd as a Programmer Analyst from June 2004 to till date.
Professional Work Experience:
Project 1#
Project Title Clinical Trial Relationship Management(CTRM)
Client Pfizer Pharmaceuticals Inc
Team Size 10
Technologies Used Siebel eClinical 8.0, Oracle DB
Type Of Project Assessment
Duration From June 2009 till date
Description Clinical Trials Management is a Siebel eClinical implementation for
clinical research associates (CRAs), clinical investigators, and site
coordinators to manage the clinical trial process, maintain quality
of clinical trials, manage investigator relationships and conduct
study activities more efficiently.
Role Technical Consultant
Responsibility Analyze the gaps in the requirements, functional, technical
design, deployment plan
Infer root cause & consolidate findings - provide resolutions to
current gaps
Advise on a feasible remediation approach, timelines &
commercials
Project 2#
Project Title Electronic Customer Management System (ECMS)
Client Pfizer Pharmaceuticals Inc
Team Size 40
Technologies Used Siebel ePharma 7.7, Oracle DB
Type Of Project Maintenance & Support
Duration From Dec 2008 to June 2009
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Description Pfizer is one of the largest research based and biomedical
pharmaceutical companies in the world. It provides medicines
across 11 therapeutic areas.
ECMS is a Multi-lingual application in 26 languages for 23
Countries to support Call preparation and Call reporting activities
for Sales representatives.
Role Technical Lead
Configuration Controller
Responsibility Involved in Root Causal Analysis & resolution of the defects
identified in the application
Management of Maintenance Releases which includes identifying
the scope, design, build, SIT, UAT & Release Management
Also involved in resolving Critical & High Priority L3 Support
tickets
Assigning tickets to the team and track them to closure
Conducting support calls with Countries
Project 3#
Project Title IPEC Customer Service Enquiries
Client TOLL
Team Size 30
Technologies Used Siebel Call Center 8.0, Oracle DB
Type Of Project Development
Duration From May 2009 till June 2009
Description Toll is one of the Logistics company in Australia. IPEC Customer
service enquiries process encompasses Creation of enquiries,
Manage enquiries and Resolve enquiries, as the sub processes.
Creation of enquiries in TOLL is enabled through multiple channels,
which will be integrated into a unified Contact Center. For the
business context at TOLL, enquiries are mapped to the Service
Requests entity in Siebel. All the various channels through which
an enquiry comes into Siebel would eventually result in the
creation of a Service Request, either manually or through
automated means. Call & Fax channels are integrated as a part of
this project for Customer Service Enquiries process
Role Technical Consultant
Responsibilities Design and development of Complex Configuration
requirements
Provided technical support to other modules
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Project 4#
Project Title GEMINI
Client Motorola
Team Size 10
Technologies Used Siebel Marketing 7.8, Siebel Analytics, EIM, SQL Server DB
Type Of Project Development
Duration From Jul 2008 till Dec 2008
Description GEMINI project is a Marketing implementation aimed at integrating
NA, China and Asia geographies into a Global Marketing Program.
Deploying Siebel Enterprise Marketing Application help Motorola
support core marketing capabilities such as campaign
management, email marketing and customer segmentation. This
marketing platform has driven behavior and created a
collaborative environment for managing and marketing end
consumers.
Following capabilities were developed in the Siebel Enterprise
Marketing application:
Contact/Prospect Management
Multi-Stage Campaign Management
Email Marketing
Segmentation & Targeting
Analytics Reports
Role Technical consultant
Module Lead for a team of 3
Responsibilities Design and development of Siebel Configuration requirements
Provided technical support in EIM & Analytics modules
Project 5#
Project Title Magellan Release 2.0
Client PALM
Team Size 30
Technologies Used Siebel HTIM, Siebel Call Center 7.8.2.3, Oracle DB
Type Of Project Development
Duration From Feb 2007 till Jan 2008
Siebel-driven web portal is implemented for a leading US
Business Description
Handheld/Smartphone company. Magellan Release 2.0 is Palm’s
initiative to improve on the company’s contact center customer
application. Specifically, Magellan is the successor to project
Odyssey which is Siebel 6.3 application. Magellan provides
improved Siebel 7.8 functionality to its contact centers, bring over
support related Siebel 6.3 data into the new system, and enhance
integrations with third party vendors such as CyberSource, CRT,
and other existing Siebel 6.3 vendors.
This application completely dealt with different entities like
Accounts, Contacts, Products, Assets, Warranty, Service Requests,
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Activities and Orders.
A web based eService application has also been developed as part
of this release. Customer Feedback, Checking Order Status,
Placing Orders are the functionalities available in the eService
Application.
Role Solution Architect
Module Lead for a team of 5
Responsibilities Identifying the Scope
Analysis of Requirements
Design solution based on the requirements
Onsite coordination
Developing the solution and coordinating with the team in
the process of development
Development of some of the critical and complex
requirements
Code Walkthrough
Write and execute unit test scripts for system
Customizing Siebel according to the requirements as part of
bug fix
Involved in System Integration testing, Performance
Testing & User Acceptance Testing
Project 6#
Project Title Total Source – MRM Data
Client Lexis Nexis
Team Size 5
Technologies Used EIM, Siebel 7.8, SQL Server DB
Type Of Project Development
Duration From Oct 2006 till Jan 2007
Stored procedures were part of MCSE jobs in MRM Data Project,
Business Description
which was part of the Front Office/Back Office Roadmap being
implemented at LexisNexis. With this project, a new standard
interface was developed that allows more efficient acquisitions and
integration of data into the MRM repository. This new interface
supported the large initial data conversions for acquired companies
and internal integrations, as well as normal incremental updates
that occur on a regular basis (daily, weekly, monthly).
The main function of these stored procedures was to load data into
the Siebel base tables from Legacy Tables.
Role Developer
Responsibilities Analysis of Requirements
Design solution based on the requirements
Development of SQL Stored Procedures for EIM Data load
into Siebel Base Tables
Bug Fix in System Integration Testing and User Acceptance
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Testing
Project 7#
Project Title Maxim 2.0 and Production Support
Client Telstra
Team Size 10
Technologies Used Siebel eCommunications 7.7, Analytics & Informatica
Type Of Project Development, Support & Maintenance
Duration From May 2005 till Oct 2006
Business Description Maxim 2.0 application provided non-discretionary services to
Telstra. This application covered a large portion of Telstra’s
business processes such as Sales, Marketing, Order Management,
Case Management, Grievance Management, PRM across the TE&G
(Telstra Enterprise & Government) and TCW (Telstra Consumer &
Marketing) business units.
Maxim 2.0 was a Call Centre Implementation to provide support to
the Customers of Telstra involving entities like Accounts, Contacts,
Service Requests, Service Orders, Sales Orders, CTI, Partner
Management, EAI and Analytics. This project is a upgrade of
existing Siebel 7.5 application to 7.7 with enhancements.
Role Developer
Configuration Controller
Responsibilities Worked as a developer and was involved in development of
Analytics requirements & Configuration requirements in few
modules
Also worked in the Production Support team handling
tickets, co-coordinating with Clients in resolution of the
tickets, root causal analysis of the tickets and identifying
the resolution for the defects identified
Developing unit test scripts during Maintenance Release
Involved in defect fixing during System Testing & User
Acceptance Testing phases
As a configuration controller was involved in quality
processes and played a key role in bringing the project to
run at CMM L5
Project 8#
Project Title Cash DB
Client DHL
Team Size 5
Technologies Used Siebel Analytics 7.7
Type Of Project Development
Duration From Jan 2005 till May 2005
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Business Description Cash DB is a Data Warehousing Application which is used for
Reporting and Analysis of the Data using Siebel 7.7 Analytics. This
project involves the migration of Data from legacy systems into
the Siebel Base Tables using Datastage tool and thereby moving
the data from the Siebel Base Tables into Siebel DW Tables using
Siebel Analytics which can used for Reporting and Analysis
purposes by DHL.
Role Developer
Responsibilities Worked as a developer and was involved in design of
requirements, development and unit testing
Developing unit test scripts
Involved in defect fixing during System Testing & User
Acceptance Testing phases
Project 9#
Project Title Shopping Cart and Task Allocation System
Client Infosys E&R
Team Size 6
Technologies Used Java, Oracle
Type Of Project Development
Duration From Jun 2004 till Dec 2004
Business Description Shopping Cart: This is a project for the Online shopping system for
various products.
Task Allocation System: A project needs to be allocated to a
number of persons. This particular project takes care of the
allocation of the various stages of a project to a number of persons
and assigns the tasks and responsibilities to them.
Role Developer
Responsibilities Worked as a developer and was involved in design, development
and unit testing
Professional Training:
S. No. Title Location Organized By Duration
1. Java & Oracle Hyderabad Infosys 3 Months
2. Siebel Hyderabad Infosys 1 Month
3. Siebel Analytics Pune Infosys 7 days
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Personal Details:
Name Venkata Prasanthi Laha
Husband’s Name Partha Sarathi Laha
DOB 28-Feb-1983
Sex Female
Marital Status Married
Nationality Indian
Permanent Address H.No: 30-647/6/32,
NBH Colony,
Safilguda,
Secunderabad.
Email Address **********.****@*****.***
**********.**@*****.***
Contact Nos. +1-626-***-**** (Mobile)
+1-626-***-**** (Alternative Number)
Languages Known English, Telugu, Hindi, Kannada
Declaration:
I here by declare that the above written particulars are best of my knowledge and
belief.
Prashanthi Laha.
Prashanthi Laha
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