Manager Customer Service

Neha Saxena

Fyensgade, * St TV, Vejle, ****

****.********@*****.***

Ph: +459*******

SUMMARY

IT Analyst with thorough hands on experience (6.5+ years) in CRM implementation & Testing.

Experience in gathering business requirements from users & translating them into CRM solutions.

Experience of working on different CRM applications like Financial Services, UCM, e communications, Call

Centre & Partner Manager Application.

Involved in full life cycle of CRM Development & Testing Projects.

Worked on successful SIEBEL CRM implementations for customers like TELENOR, GE HEALTHCARE, CARNIVAL

CRUIZ LINES and OMAN INSURANCE.

Experience of imparting USER TRAINING to business users of upgraded Siebel CRM applications, Primavera

project management tool and also involved in creating USER TRAINING MANUALS .

Expertise in creating, organizing, publishing and scheduling reports using BI PUBLISHER.

Experience in various types of testing like System Testing, Load Testing, Integration Testing, Interface Testing,

Negative Testing, Performance Testing, Sanity Testing, Black Box Testing & Regression Testing.

Experience in requirement gathering from the customers, c reating Test Scripts, creation of Test Strategy, Test

Plan, Test Summary Report & execution of the test scripts in testing tools like HP QC.

Experience of working as a Test Lead to ensure quality delivery in projects.

Experience in defect tracking tools like HP QC 8.0.

Experience of testing GxP systems.

Training in SAP CRM.

SKILL SET

CRM IMPLEMENTATION Siebel UCM, e Communications 8.1.1, Siebel Financial Services 8.0,

Siebel Call Centre 8.0 & 8.1, Siebel Partner Manager 8.0 Configuration,

Scripting, Data Validation Manager, Assignment Manager,

Personalization, Workflow Policies and Processes, BI Publisher Reports

OPERATING SYSTEMS DOS, Windows XP, Windows 2000

LANGUAGES C, C++, Java(Basic), PL/SQL, SQL

DATABASES Oracle 9i, Oracle 10g, Oracle11g, SQL Server

WEB RELATED HTML

PACKAGES MS Office

TOOLS & UTILITIES Toad, SQL Developer, Primavera

ACCOMPLISHMENTS

Achieved “STAR OF THE MONTH” award for 2 consecutive months in WIPRO TECHNOLOGIES.

Achieved “CONSISTENT PERFORMER” award in TELENOR account in WIPRO TECHNOLOGIES.

1 Page

SELECTED PROJECT EXPERIENCE

Customer CARNIVAL CRUIZ, FLORIDA

Position CRM Testing Lead

Background

The purpose of this call management software, Siebel, is for the Personal Vacation Planner (PVP) to access their

daily lead assignments and manage their personal queue of guests. Siebel support is provided by our own in -house

Siebel team which is made up of our Siebel Analytics Manager, Siebel Archite cts, and Lead Database Analyst. Our

training department provides back-up support as well.

Customer GE HEALTHCARE

Position BACOE Architect, UCM Test Lead, Test Author & Tester

Background

This project uses Siebel Universal Customer Master version 8.2 Application. This application is a global customer

master solution to support all GEHC businesses and major customer ITO and ERP systems. It will be used to

develop and maintain a customer cross-reference of key customer attributes such as customer name, site

addresses and other business critical attributes.

Customer TELENOR

Position Siebel CRM Developer

Background

It is the GSM Service that has been launched in market. "UNINOR GSM" telecom has been unveiled by Unitech, the

real estate company. It’s a brand to be used for launching GSM Service in India by U nitech Wireless Ltd with

TELENOR Group (a multinational company).With so many other applications, Uninor has launched Siebel CRM which

is integrated with other systems like DMS (Distribution Management System) e Load Application, ERP, IN, HLR,

ASAP, AVAM etc. Modules which are covered in Siebel CRM is Campaign Manag ement with Siebel Marketing, Order

Management, Product and Services, Customer Service, Channel Hotline, Sales & Distribution in Siebel e

Communications, Siebel Partner Manager, Commissions with Siebel Loyalty Application .

Customer OMAN INSURANCE

Position Siebel CRM Developer

2 Page

Background

Oman Insurance Company (OIC) is one of the premier insurance companies in the UAE. Established in 1975, Oman

Insurance achieved a premium turnover of Dhs 1.05 Billion in 2006. It is rated as A -grade Company by Standard &

Poor's. OIC is targeting to reach a total premium of AED 3BN by 2011. OIC has decided to implement Siebel CRM to

create a customer centric insurance business using customer relationship management solution. Siebel CRM will help

OIC in creating a single, complete view of its customers across multiple channels, including the company’s branch

network, partners, the telephone, internet, and e-mail. The major benefits that OIC will achieve are 360 degree view

of the customers. With 360 degree view of the customer producers can up sell and cross sell related insurance

services. It will also result in enhanced customer service and satisfaction. OIC practices true customer focused service

by means of quality products. OIC is the first insurance company in the gulf to have a dedicated Call Centre for the

exclusive benefit of its Customers.

Customer AGILENT TECHNOLOGIES

Position Siebel CRM Developer

Background

Agilent Technologies is the world’s premier measurement company. Whenever measurement matters, Engineers,

Scientists, Manufacturers, Businesses, Researchers, and Government agencies rely on Agilent tools and solutions.

From home entertainment to homeland security, from food safety to network reliability, and from communicating

wirelessly to discovering the genetic basis of disease, Agilent provides the measurement capabilities that make our

world more productive, safer, healthier, and a more enjoyable place to live in. Project Voyager was started to

enhance the existing functionalities supported by t he Siebel Service application and also to create a new Siebel

Marketing application. The other objective was to replace the existing Jupiter Database with a Siebel Database and

to replace the existing home-grown applications with Siebel.

EMPLOYMENT HISTORY

Date Company Name Designation Role

March 2011 – present IT Analyst

Tata Consultancy Services (TCS) Architect, Developer, Test

Lead

June 2009 – Feb 2011 Senior Software

Wipro Technologies Team Member

Engineer

Dec 2006 – June 2009 Software Engineer

Satyam Computer Services Team Member

3 Page

QUALIFICATIONS

Degree Subject College / University

Computer Science

Bachelor of Engineering Rajasthan University

I hereby certify that the above written particulars are true and correct to the best of my knowledge and

belief.

th

Date: 24 Oct’13 Neha Sa xena

4 Page

Contact this candidate