Customer Service Manager
Resume:
Raja Gajwani
*************@*****.***
https://www.linkedin.com/in/raja-kamal-gajwani-83900786/
EXPERIENCE:
Client: Reebok, Boston, MA Apr 9,2018 – Present
Role: Project Manager/Senior Business Analyst
Orchestrated successful migration of Content Management System of www.reebok.com from EPiServer to Tridion/Demandware.
Map feature/functionalities of current (EPiServer) system to future (Tridion) system
Extract data points from EPiServer to be successfully configured within the new system (Tridion)
Oversaw if the future system (Tridion) is implemented in such a manner that it is well integrated with the main database (SCV)
Understood & Visualized the integration of multiple other source systems such as Cloudinary (Brand Content data for Blogs), Pool Party (Categories metadata), Places/Spots (Store Location data) that will feed the future system (Tridion) so that the necessary data points from the current system can be extracted to successfully move/clean the data points to the source systems
Performed Gap Analysis of future state vs current state to determine what current feature/functionalities can and cannot be supported by future systems.
Implemented a workaround in case the current functionality is not supported by future system.
Successfully migrated Store Locator of multiple markets from EPiServer to Demandware
Ensured that the SCV API is implemented correctly by the Implementation Partners so that Reebok One program can be successfully migrated from EPiServer to Demandware.
Ensured all Blogs and Content Pages on Reebok website of multiple markets is successfully migrated to Tridion system once EPiServer is decommissioned.
Ensured that the Reebok One experience is successfully transitioned from EPiServer to Connection Studio.
Project Management for successful launch of Membership Program within www.reebok.com.
Determine/Reviewed business rules that needs to get implemented for membership program
Determine/Reviewed all use cases relating to membership online in www.reebok.com
Determine/Reviewed the consumer journey for membership on www.reebok.com
Designed the User Interaction across channels – emails/retail/.com to define the System Architecture diagram for Reebok Membership
Define/track the assets necessary to successfully implement the Membership such as Brand Concepts, UX Designs, Email Copy, Legal, analytics tracking api’s etc. are ready before the launch
Successfully orchestrated POS integration with .com for Membership
Ensured that proper training is provided to Customer Service and POS regarding the Membership experience on .com to better serve the customers.
Strategize implementation of beta testing for successful launch of Membership Program on www.reebok.com
Kept track of multiple 3rd Party partners involved in Membership Program responsible to successfully deliver the services/perks offered by the 3rd Party Partners to Reebok customers.
Client: Toys R Us, Wayne, NJ Nov 1, 2017 – Mar 31,2018
Role: Product Management/Business Analyst
Ensured that the Project runs in an organized fashion following all principles of Agile Methodologies.
Took Key decisions in ensuring all test and prod environment don’t overload. In order to do so I lead Release Management team in parallel to running Sprints to meet the deadline.
Dug and analyzed data relating to ‘My Account’ and CSC (Customer Service Center) tool for optimization – Percentage user consuming Order History, Layaway, Gift Card related data in ‘My Account’ and Percentage User calling to inquire Order Tracking and Order Cancellation to CSC Agents.
Data driven decision making to optimize Customer’s ‘My Account’ experience on Mobile as well as desktop – Implemented Order Tracking details, Layaway Payment details, Gift Card details, Barcode generation, Product Recommendations etc.
Data driven decision making to optimize CSC (Customer Service Center) tool to achieve FCR (First Call Resolution), reduce call time, reduce total calls – Implemented Predictive/Typeahead Search, Order Cancellation, Order History, Registry and Wishlist within CSC tool.
Created Jira stories to define acceptance criteria for the functionalities of ‘My Account’ as well as ‘CSC’ (Customer Service Centre) to implement.
Created Jira stories to define acceptance criteria to improvise the Help and Marketing Pages content on Website thus targeting to reduce the total calls to Customer Centre and improve customer experience.
Conducted two weeks Agile Sprints to groom, prioritize, implement and test stories for My Account and CSC.
Successfully moved ‘My Account’ from Oracle Commerce to AWS thus making the application scalable and flexible in addition to optimizing the end user experience.
Worked with the Multiple teams – API, UX, UI, QA to clarify, confirm and validate the requirements thus implementing a valuable product.
Client: Barnes & Noble Inc., New York City April 1, 2017 – Oct 31,2017
Role: Business Consultant/Product Management /Business Analyst
Ensured that all teams agree deliver their work packets/assignments on team such as Jira Stories, Creatives, Test Cases so that Sprints function properly and as Project completes within schedule.
Assessment of overall B&N redesign project and identify B&N business, technical, performance, platform (ATG) and project related issues with B&N Technical/business team and Zensar Technical Architects and provide feasible (short –term) and long-term recommendations.
Worked on gathering and documenting requirements in the form of epics and user stories for Nook-Press redesign project – Cart, Checkout, Support Pages, My Account.
Worked with 3rd Party developers, testers, in-house designers and clarified requirements to make sure requirements are implemented as envisioned.
Demoed the final pieces of the Nook-Press product to Business Stakeholders post completion for the final sign-off
Prioritized emerging defects and allocated the defects to multiple Sprints to meet the Sprint as well as overall Project deadlines.
Worked as a liaison between Unicorn Nook-Press team and B&N redesign team to write Nook Press epics and stories in accordance with B&N redesign strategies as both projects share a common platform
Worked as Product Manager to build ‘Caliban’ – educational application for all Shakespeare’s play thereby defining the high-level business requirements with Spark Notes publishing experts & 3rd Party Vendors who helped us built the application.
Client: Toys R Us, Wayne, NJ Nov 3,2014 -March31,2017
Role: Senior Business Analyst
Lead the Business Team to collaborate and formulate/document the scope of work as well as the requirement documents for IT to consume and implement.
Formulated the Migration plan and lead the migration team so that the website could smoothly move to a new platform with minimal of no hassle to the end customers when the visit or login to the new T2 site.
Documented the current website – ‘as is’ business requirements statements for Browse & Shop – Home, Category, Sub-category, Family, Search & Index Pages.
Documented the Functional requirements, User flows, Business Rules, Assumptions & Dependencies for the T2 website that perfectly aligns with the ‘as is’ business requirements and newly designed wireframes by RA.
Made sure that UI wireframes delivered by RA captures all business requirements.
Gave a walkthrough of the documented requirements to stakeholders to successfully get approval.
Drew end to end business readiness process flows (Marketing – Merchandising- Web-store - OMS) involving multiple systems/applications such as ATG, EDQ, EBS and Radial to eliminate redundant processes thus making the Business Operation Process more efficient and less time consuming.
Documented the contents critical for the website – Site Languages, Error Messages, Operational Emails, SEO content, Metadata, taxonomy, user friendly URLs, editorial pages, Home Page and Category Pages banners and CMS content.
Conducted UAT for the US as well as UK site - test end to end flow, raised defects, documented gaps and logged change requests.
Listed out all the data type to be passed or the code changes required for the backend OMS system as well as EDQ system of record to be in alignment with the business requirement.
Client: Freeman, Dallas, TX Nov 6, 2013-Nov 1, 2014
Role: Business Analyst
Documented Requirements in the form of User Stories of multiple modules for FOL 4.0 - Shopping Cart/Mini Cart, Freeman Audio-Visual Integration, Checkout, Google Analytics, Header Section, Home Page, Show Information Page, Forms & Brochures, Site Overlay, Admin (BCC), Freeman Customized Banner & Template Pages, User Role Identification, Catalogue Pages, Transportation Pages, Content Search, Usability Feedback, and Responsive Design.
Wrote Stories by enlisting the Acceptance Criteria capturing - Assumptions, pre-conditions, post conditions, User role, Show Status and wireframes.
Identified Integration Points between Freeman Online and other upstream and downstream systems such as Salesforce, TSS, EPS, FET and OnBase.
Underwent SRA Process (Software Requirement Analysis) process governed by Freeman testing team with RAI of less than 2%. The SRA process measures RAI (requirement ambiguity index) by measuring requirement completeness, accuracy, relevance and definiteness.
Successfully managed to meet the 2 weeks sprint deadline for documenting user stories and seek approval with key stakeholders –Product Managers, Technical Leads and Analytics Manager
Provided Walkthrough of the requirements to Onsite & Offshore developers & testers and once the requirements get implemented of a full module - demoed the module to the business stakeholders.
Documented enhancements in form of User Stories for later releases
Pointed Stories thus defining Sprint Capacity in closely associating with Project Managers & Technical Architects thus efficiently utilizing the Sprint Capacity.
Conducted UAT as well as Production Support by testing end to end functionality, identifying gaps, raising defects, clarifying user stories and logging change requests.
Client: Verizon Wireless, Warren, NJ April 13, 2013 – Oct31, 2013
Role: Business Analyst
Documented business & functional requirements in the form of Epics & User Stories for multiple modules.
Enlisted Acceptance Criteria for each story covering – Functionality, Integrations, Data sets, Assumptions, Dependencies, wireframes, Flows & Use Case.
Responsible to get the approval of all Requirements by providing the Walk-through to the necessary Stakeholders.
Prioritized Stories by module, feature, functionality & severity.
Worked closely with developers, architects, Project manager and QA lead in implementing all User Stories.
Written Supporting documents to capture important data such as Source data, Requirement Traceability Matrix, Backend Job Scheduling, Backend Index Tables, Site Catalyst, ATG Out of the box feature/Functionality etc.
Drew Diagrams like – Context Diagrams, Flow Diagrams, Pictorial Annotations, Use Case Diagrams, Project-Feature Honeycomb, Site Map for better understanding of requirements and website visually.
Responsible to drive meetings to finalize designs & requirements, assign action items, share across the important decisions made with the complete team – Business Team, Development Team & Testing Team
Worked as an Onsite Coordinator to conduct UAT Testing, Change Requests, trace defects, prioritize work-packets, finalizing approach, fixing bugs and delivering end results to the client.
EDUCATION
Texas A&M International University 2012
Marketing
MBA GPA - 3.9
Laredo, Texas, United States
Marketing Management
Professional Selling
Online Marketing
Financial Management
Financial Statement & Analysis
Managerial Economics
International Marketing
Strategic Management
Business Research Methods
Greater Noida Institute of Technology 2010
Computer Science
Bachelors GPA-3.5
Greater Noida, Uttar Pradesh, India
• Design and analysis of algorithms
• Data Structures
• Compiler
• Software Engineering
• Automata
• Operational Methods
Don Bosco High School 2006
Vadodara, Gujarat, India
Science- Math, Physics & Chemistry
Literature- English, Hindi & Gujarati
Social Sciences- History, Civics, Geography, Economics
Electives- Computer Science, Typewriting
Accomplishments in extra- curriculum activities:
Team Leadership
• Director of Recruitment (Association of International Students)
• Planning/coordinating
• Organized International festivals in TAMIU
• Organized Annual fest in Greater Noida Institute of Technology
• Choreographed, trained and performed Group dance in International festival in TAMIU
• Taught Cultural & language lessons as a part of AIS semester activity.
Verbal communication skills
• Worked in Student Success Mentor in AMC (Advising and Mentoring Centre) in TAMIU
• Chief Anchor in TRC (The Rising Corner)-NGO
• Participated as a delegate in Global talk- an event hosted by AIS in TAMIU
Excellent research skills
• Researched on B2B branding in professional selling course
• Researched on competitive analysis in professional selling course
• Researched on Country of Origin effects in International Marketing course
• Researched on Protectionism in International Management course.
• Participated in 10th Annual Pathways Student Research Symposium at Texas A&M University at Galveston.
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