Customer Service Sales

OVERVIEW

. Scrum Certified CRM Business system analyst in an Agile Product

development setup.

. 10+ years of proven experience in Application development, Business

Analysis and Product management.

. Demonstrable track record of successful project implementations

across financial services and retail domains.

. Implementation of a CRM solution resulting in a 40% increase in

adoption rates, coupled with piloting into new business units.

. Led Underwriting initiatives to support internal business processes

handling Mortgage Fraud, Standards & Guidelines, Claims processing

and Knowledge Management.

. Agile & JAD methodologies,Salesforce CRM, Mortgage banking, Title

Insurance, Capital Markets.

. Requirements engineering, Process Modeling, Map-gap analysis,Product

Life cycle management.

. Story boarding, Impact mapping, KANO analysis, Iteration/Release

planning.

SKILL SETS

Process tools : Agile & JAD methodologies -Team Foundation Server

2012, SQL profiler.

Databases : SQL Server 2012, Oracle 11g

Modeling & ALM : Visual Studio 2012, iRise Studio 8.1, Visio 2012

Development : Force.com Enterprise edition, Apex Data Loader &

Process Visualizer, J2EE Eclipse IDE,

Websphere Commerce, iLog Jrules 4.5.5, Jconfigurator, Eclipse & IntelliJ

Idea, Weblogic 8.1, Jboss.

Versioning tools : Tortoise Concurrent Versioning System (CVS), IBM

Rational ClearCase, Perforce

EXPERIENCE

Client : First American Title Insurance Company

Role : Senior Business System Analyst

Duration : Apr 2008 - Aug 2014

Responsibilities

. Support the design rollout and administration of First American's

comprehensive sales and customer service programs.

. Lead requirements discovery workshops, develop functional specs &

design documentation.

. Set up and configure Salesforce.com to meet client's desired

business processes.

. Develop and maintain validation and workflow rules. Administer data

imports & exports.

. Build reports and dashboards in Salesforce.com for monitoring

Campaign, Lead, Prospect, Opportunity, Pipeline, Account and Revenue

activities.

. Campaign Management - Seed logical workflows using the data

collected in the CRM database.

. Develop marketing campaigns towards informed market segmentation and

customer management.

. Build insights and maintain integrity of CRM data towards enhancing

Sales channels and Lead management activities.

. Write user stories to effectively gather and manage requirements to

model business domain.

. Work with Product owners and business teams to continuously refine

the Product backlog.

. Prioritize feature-level user stories, maintain stack ranks to align

with the product vision.

. Facilitate iteration, release planning and Scrum retrospective

meetings.

. Conduct feasibility study and Gap analysis exercises. Build

prototypes using the iRise simulator.

. Develop User Acceptance Test (UAT) scenarios and conduct

walkthroughs to user groups.

Environment :

CRM : Force.com Enterprise edition, Apex Data Loader &

Process Visualizer

Modelling : iRise Studio 8.1, Visio 2012,

Database : SQL Server 2012

Others : Agile SCRUM, Visual Studio Team Explorer 2012

Client : Argent Mortgage Llc

Role : Senior Software Engineer / Business Analyst

Duration : Apr 2005 - Apr 2008

Responsibilities

. Build and support enhancements on 'Loan Genius', a customer facing

portal and pricing solution

. Web-enable the mortgage lending process from origination through

funding and closing.

. Analyze business requirements, develop functional specs and design

documentation.

. Customise Pricing & Compliance engine built on iLog's JRules /

Jconfig platform.

. Modifiy UnderWriting stipulations and Pricing Business rules per

business requests.

. Perform unit testing, code, design and test case reviews and

deployments.

. Manage vendor-client relationships and collaborate with offshore

teams for project delivery.

Environment :

Development : iLog Jrules 4.5.5, Jconfigurator, Eclipse &

IntelliJ Idea

Database : TOAD for Oracle

Versioning & SCM : IBM Rational ClearCase, Perforce P4V Visual

Client

Application Servers : Weblogic 8.1, Jboss

Client : Manheim Auctions

Role : Associate Consultant

Duration : May 2003 - Apr 2005

Responsibilities

. Customize WebSphere Commerce Suite's out of the box subsystems to

fit customer needs.

. Work with technical leads to come up with a suitable design and

build solutions.

. Cater to fresh requirements / change requests originated by the

business.

. Develop source code, track and remediate application defects using

the bug tracking tools.

. Participate in code, design and test case reviews towards ensuring

high quality of deliverables.

Environment :

Development : J2EE Eclipse IDE, Websphere Commerce

Database : IBM DB2

Versioning & SCM : Tortoise Concurrent Versioning System

(CVS), JIRA

Education

Indian Institute of Management, Bangalore (IIM-B) 2011- 2012

General Management Program for IT Executives

Bangalore University 1997 - 2002

Bachelor of Engineering in Computer Science

Name : Sudheendra Kumar

Karri

Email : **********.*****@*****.***

Cell : 510-***-****

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