Customer Care Sales
Resume:
Sapan N. Sharma
Iselin, NJ, 08830
**********@*****.***
www.linkedin.com/in/sapansharma0813
Professional Summary
For over 8 years, as a Lead BA/Product Owner, proven track record of working very closely with end users, leadership & other cross functional teams on large MSO clients for their Sales, Quoting, Service Delivery/Order Management, Service Assurance/Customer Care, Product Deployment projects with Agile methodology. As a Team Lead/Delivery Lead, his passion has been driving CRM and business transformation. He has been focused on issue resolutions, business/functional requirements, process optimization, UAT execution, New products, fixing existing gaps/issues, UI and systems’ integrations, enhanced user and customer experience/journey.
Core Strengths: Collaborative Leader, Thinker, Visionary, Team-worker, Creative, Passionate, Energetic, Driven, Details and Results Oriented, Asking questions, Hungry to learn new content.
Professional Experience
Accenture February 2011 - Present
Business Analyst Team Lead/Product Owner: Customer Care Transformation: Home-Grown Customer360 Care Tool
(Fortune 500 Telecom Client based in Philadelphia)
•Drove implementation of new Contact Center/Customer Care tool by working with field users and their leadership. Worked with the client leadership to understand their Customer Care transformation strategy, came up with their prioritized features roadmap/timelines and executed it by coordinating with other products/projects teams, while maintaining the current release planning and delivery on time. Facilitated any issues and bottlenecks by coordinating with cross functional teams as needed.
•Collaborated with other Application/Process/Product Owners, facilitating their inputs and solution ideas, drove Agile transformation & standardization of Functional Requirements team, leading the SDLC, enabling project-wide 2-week sprints to provide Customer Care support around deployment of new products, new processes, functional enhancements & automated integrations to reduce Agent Handle Time and increase customer satisfaction.
•Improved user stories/requirements quality by guiding the BAs, designers and testers and driving the prioritization and backlog grooming sessions.
•Wrote requirements for multiple KPI requirements around tool utilization across agents. Led the functional user stories’ demos and test case reviews.
Business Analyst -Plan and Analyze - Sales and Service Transformation
Worked with senior leadership, end user groups, analyzed and understood as-is process and pain points around franchise sales and customer care areas. Proposed to-be strategy and processes for Hospitality client.
Gathered business and functional requirements for to-be solution by facilitating multiple workshops and JAD sessions over the course of 2 months.
Business Analyst - Salesforce – HR Community Portal
•Worked with HR senior Leadership and employees, understood their internal pain points around inefficient interactions between internal employees and HR reps and figure out ways to automate such inquiries.
•Gathered business and functional around Salesforce Community cloud, Case management, Self-serve articles knowledge management to reduce incoming and updates inquires via phone calls and email and eliminate them eventually.
•Wrote requirements around API data passing, field mapping, validation rules. Executed over 50 test cases during Business readiness testing to find out more gaps and issues missed.
Business Analyst: Salesforce/CPQ - Sales & Quoting Transformation
(Fortune 500 Telecom Client based in Philadelphia)
Worked with Sales Operations leadership, understood their existing pain points, future sales strategy for new and existing products, participated in new process ideas.
Following Agile methodology, gathered business and functional requirements for Sales and Quoting tools, new products, internal process enhancements and more automated integrated API between systems.
•Led the requirements grooming sessions with Sales leadership, designers and testers to finalize the scope of groomed user stories and executed the roadmap successfully.
Business Readiness Tester (BRT/UAT): Home-Grown Order Management Tool
(Fortune 500 Telecom Client based in Philadelphia)
•Learnt the as-is process and gaps, user needs and new products’ high-level specifications/requirements across 15 user groups and their leadership.
•Creatively designed and executed over 50 test cases to address all of the user groups’ and products’ requirements within the new order management tool. Wrote very detailed end to end test scripts address each scenario.
•Executed multiple rounds of UAT, helped end users to adapt with new systems, identified and raised requirements & development gaps to make sure they are addressed in time.
Team Delivery/Client Engagement Lead
(Fortune 500 Life Insurance Client based in New Jersey/New York)
Led a team of 20 resources, provided a detailed level summary to the leadership after 3 Months of extensive research on how the current team works internally as well as with other teams across the client teams, mapped the entire SDLC process.
Research summary included what are the current gaps in existing end to end process, expectations and reasons. Came up with a proper road map to address all those existing issues to achieve efficiency and remove pain points/false perceptions.
Implemented a new governance model, addressed the important issues for next 6 months to bring the team back to timely discipline/efficiency across internal and client teams by daily/weekly conversations. Managed client expectations and relationship and enhanced the interactions across the teams to achieve stable and timely delivery every 2 weeks.
Project Manager: Retail Channels/NextGen tools: MVnO Wireless Delivery
(Fortune 500 Telecom Client based in Philadelphia)
•Project Manager to deploy Wireless service in different direct and indirect retail channels by coordinating between cross functional teams.
•Helped to transform customer experience/care, by identifying gaps in as-is process and policies around day to day operations between sales and care.
•Participated in Employee Trials and Business Readiness testing for NextGen tools (Home-grown) and new features in current as well as Next gen for Retail agents.
Wendy’s/Arby’s Group Inc. April 2004 – December 2010
Shift Supervisor
Worked various roles while in College, ultimately becoming Shift Supervisor prior to completion of Bachelor’s degree.
Education
Rutgers University
Bachelor's Degree Electrical, Electronics and Communications Engineering September 2007 – December 2010
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