Customer Service Business Process

Gopi Krishna Jagarlamudi

Mobile: +1-469-***-****

E-mail: ****************@*****.***

Professional Summary:

I have around 9+ years of experience in design and developing Business Process Management applications with PRPC smart BPM Suite and currently working as a Senior Consultant - CRM.

I was involved in various stages of software development lifecycle and hold the following experience:

Developed multiple applications using PRPC v8.x, PRPC v7.x, v6.x, Java and SQL Server.

Knowledge in Design, Development, and Migration within PRPC (Pega Rules Process Commander) and have exposure to the versions from PRPC 7.1 to PRPC 8.3.

Hands on experience in building application using Pega frameworks like Customer Process Manager CPM, Pega Survey and Pega HealthCare Industry Foundation FW, PEGA Customer Service framework

Created and updated High Level Classes, Class Structures, Rule Sets, Rule Set Versions and assigned security-based roles and privileges for operator levels.

Good experience of Declare Pages, Data Page, Activities, Data Transform, Declarative rules, Rule Resolution, System Settings, Functions, SLA, Ticket, Services (SOAP), Integration connectors like Connect-File and Connect SOAP.

Using Data Pages and configuring them with sources like SOAP connector.

Experience of DCO sessions, Application Express and Application Accelerator tools.

Experience in developing User Interfaces and Screen Layouts.

Experience in using the Pega OOTB Reports and summarized reports, and list reports

Designed and implemented Decision Rules, Declarative Rules, Validation Rules to implement Business rules and to take decisions and route the workflow

Familiar with the process knowledge of agile, scrum methodology and CA Agile Central tool for project management practices to collaboratively plan and prioritize work.

Highly motivated team player with ability to work in all environments to meet target lines.

Demonstrated ability to work as a team player as well as independently.

Actively participated in Requirement Analysis Code implementation and maintenance.

Strong ability to plan, prioritizes, and manages complex and new projects under aggressive deadlines.

Manages code migration from development through to production

Working experience on validations/knowledge on client side/server side validations

Demonstrated understanding of various Pega Rules – Ex: UI, Activities and Flows, Declaratives, Decision, Validation, Reports, Correspondences

Skillset:

BPM Tool:

PRPC V8.x, PRPC V7.x, PRPC 6.x,

Frameworks

Pega Survey FW, Customer Process Manager CPM, PEGA Customer Service framework

Programming languages:

C, Java, PL/SQL

Data Base:

Oracle, SQL Developer,DB2

Web Development Tools:

HTML, CSS, XML, Photoshop Cs4, SOAPUI, Fiddler,

Software Tools:

Microsoft Office 2017, OpenOffice.org 3.2,

Quality Center9, Concurrent Version Systems, CA Agile Central

Operating systems:

Windows 10, Ubuntu 10.04.

Bug Tracking Tools: Pega Rule Pro, PSC

Markup Scripting: HTML, XML, Java Script

Education:

Bachelor of Technology in Computer Science Engineering from JNT University, India.2014

Master’s in information studies From Trine University, Indiana, Angola, 2017

Certifications:

Certified Pega Senior System Architect CSSA v8

Certified Pega System Architect CSA v7

Microsoft Certified Specialist in HTML and CSS MCSP

Awards & Achievements:

Client appreciation for the work done in project Apex R3 Quarter 2, 2017 OPTUM.

Sustaining Edge Award for Quarter 4, 2016 at UnitedHealth Group.

Spotlight award for Quarter 2, 2015 from BU Head NA HealthCare at UnitedHealth Group.

Relevant Project Experience:

Express Scripts, Franklin lakes, NJ

JULY 2022 – Till Date

PEGA SENIOR SYSTEMS ARCHITECT

Project Abstract:

The Client Service Transformation Program aims to provide exceptional client and employee experiences, allowing us to deliver market-leading experience and quality with improved speed and value. The program brings together Benefit Request Management (BRM) and Client Relationship Management (CRM) initiatives, as well as in-flight efforts to build the Product Management Tool (PMT) in order to expand on the end-to-end vision of how we serve our clients.

We are optimizing processes and improving efficiency through Polaris, a new workflow management tool. We are also expanding development of the Product Management Tool (PMT) to establish a product catalog and source of truth for product set-up data, as well as a Recommendation Engine which will systematically recommend products to our clients by leveraging predictive analytics. This will allow Express Scripts to better tackle fragmented service delivery, outdated technology, decentralized systems, and similar challenges.

Polaris Client management workflow:

- Single user interface to service and implement clients

- Enhanced experiences by increasing efficiency, streamlining processes and enabling automation

- standardized business process to service and implement new and existing clients.

Responsibilities:

Develop software utilizing PEGA Rules Process Commander (PRPC) for both Business Process Management and Business Process Rules Development initiatives

Performing ongoing refactoring of code, utilizing visualization and other techniques to fast-track concepts, and delivering continuous improvement

Understand and translate requirements into design.

Create project artifacts like approach and design documents, release notes, security audit reports

Created reports using List View, summary view and report definition rules

Perform estimation or validate the estimates

Develop code in Pega PRPC as per the program specifications.

Working on application performance improvement based on log analysis/long running queries.

Create POCs to demonstrate how the PRPC product capabilities work and how they can be leveraged to meet project requirements.

Reporting using Report Definitions, List Views, and Summary Views

Participation in deployment, system testing and user acceptance testing

Prepare project status report and management review reports and participate in project review, quality review and audit with the various stakeholders

Strong analytical, design, coding and debugging skills

Generate reports as required to address delivery and applications performance, including application uptime and response time

Participate in project planning sessions to analyze business requirements

Strong working knowledge or Pega Standards and Guardrails

Develop unit test cases to validate defect-free code

Strong in Integration components - Experience with SOAP and RESTful web service implementations, XML/XSD, JSON

Reporting of PEGA delivery performance on Managed Services activities. Intervenes and/or escalates performance issues as appropriate through to completion

Worked with QA for testing and resolving defects in different level of application cycle such as DEV, QA, UAT and PROD.

Environment: PEGA PRPC v8.3, HTML, XML, Java, JavaScript, Oracle, Agile Studio

Relevant Project Experience:

JP Morgan CHASE Bank, Fremont, CA

January 2020 – June 2022

PEGA-developer

Project Description: This project mainly deals with the Card Replacement of a credit card customer based on request or fraud or expiry or lost. Depending on the information provided to CCP (Customer Care Professional), CCP initiates a request for card replacement. Once the request is successfully initiated there are request being triggered in the backend old card is being replaced with a notes being updated for the replacement of the card and new card is issues is the request type is expiry, lost or upgrade.

Responsibilities:

Participated in gathering business requirement and functional specifications for the Workflow of Business Process Management and Business Rule Engine implementation phases using PEGA PRPC.

Responsible for incorporating business requirements in PRPC for all dispute processing processes.

Described the use cases and specifications as per the project documentation in guidance with Business Architect.

Extensively used debugging tools like Clipboard, Tracer, and Rules Inspector for tracing the records used in rendering specific function at runtime.

Involved in formatting of data elements using advanced control UI rules that include Auto Complete, Paragraph, and smart label.

Implemented advanced case processing techniques such as Routing worklists, Workbaskets Service Level Agreements (SLA's), optional processes and optional actions.

Integrating with external data sources using "External database table class mapping" tool and connector for complex SQL queries.

Created and implemented Service and SOAP and REST Connect rules.

Troubleshoot application issues, coding bugs, and bottlenecks.

Conduct system performance tests. Maintain the security of all system applications.

Importing XSD's and WSDL's to develop connectors to communicate with external systems from business process.

Integrating the application with Legacy Systems using Connect- SOAP and Connect - SQL.

Involved in migration and deployment of system rules from development to UAT. Supported migration to production environment by working closely with implementation team.

Design class structures, application frameworks, and data models.

Involved in Bug fixes and Unit testing.

Acted as a liaison between the business and the technical team.

Environment: Pega PRPC v7.1.6/6.3, HTML, XML, Pega Rules Process Commander 6.3, MS Visio, HTML, XML, SOAP UI 3.0, Oracle 10g, Web logic, JavaScript, SQL Application Server

HM Health Solution, Pittsburgh, PA

Apr 2019 – December 2019

Pega Developer

Highmark is a Health care company, targeting to transform the Healthcare and automate the processes by building clinical transformations, care management tools. Supporting various health care clients.

Responsibilities:

Involved in various phases of Software Development Life Cycle (SDLC) of the application like Requirement gathering, Design, Analysis, development and Production rollout.

Extensively used REST-Connectors to integrate with external web services

Extensive debugging Skills in PRPC using with TRACER, Clipboard and Rules Inspector/Live UI.

Created Decision Rules (When condition Rules, Decision Tree Rules, Decision Table Rules and Map Value Rules) and Declarative Expressions as per the requirements.

Created Correspondence rules and SLA to send Email and letter notifications to appellants on approval or rejections.

Ensured that the business and technical architecture of the delivered solution related to Pega PRPC (Pega Rules Process Commander) matches customer requirements.

Interacted with Business users to understand Use Cases and requirements.

Created Class structure, Workflows and Rule sets in Pega PRPC.

Expertise in analysis, design, development and managing Workflows, Class Structure design, User Interface (UI), creating various Flow Actions, Activities, Correspondence rules, Security in the PRPC application.

Participated extensively in designing application security, which involves setting up Access groups, Access Roles, Operators, Application ID, Org Divisions, Org Units and Work groups.

Involved in Enhancement of Existing Flows and Activities According to the Business Requirements.

Created reports using List View, summary view and report definition rules.

Followed Pega Guardrails in implementation of the application.

Developed Connect REST rules to support the interactions between PRPC and external systems where PRPC consumes the information exposed by external Restful web services.

Involved in planning and execution of unit testing and user acceptance testing.

Prepared analysis and application deployment documents according to the PRPC coding standards.

Used Apache Tomcat as application server and Oracle as DB server.

Worked with QA for testing and resolving defects in different level of application cycle such as DEV, QA, UAT and PROD.

Used HP-ALM Quality center for issues and project tracking.

Unit tested and supported QA testing of applications.

Created product rules and migrated zip files from development to SIT, UAT & monitored performance when regularly.

Worked within agile methodology and Scaled Agile.

Environment: PEGA PRPC v7.2.2, HTML, XML, CPMHC, Java, JavaScript, Web logic, PEGA FW PBI,UML, Jira, Windows.

Claims Intake and Workflow (ANTHEM USA), Atlanta,GA

March 2018 – Apr 2019

PEGA Developer

Project Abstract:

The claims intake will be common across WGS, ACES and CS90 kernels Intake -Bring the claims in from EDI, paper or ITS host. CI&W will assign WGS DCN if applicable and Kernel claim numbers and map to Kernel and WGS formats for consumption. CI&W support claim entry and assign WGS DCN and Kernel claim number.

Work Assignment will re-initiate the claim edit detection process based on the edits to assign to appropriate queue

Responsibilities:

Implemented the End to End Integration between Pega applications and External Management applications.

Integrated the systems using Service-Rest and Connect-Rest and shared the information using JSON format.

Hands on experience in building application using Pega frameworks PUI & Customer Process Manager CPM

Implemented the File Listeners to parse the data and Connect File methods to generate the files in the defined formats. .

Resolved the issues in parsing the JSON data while integrating to external systems.

Improvement application performance based on log analysis/long running queries.

Mentor team members in troubleshooting tools, technical issues

Participation in deployment, system testing and user acceptance testing

Prepare project status report and management review reports and participate in project review, quality review and audit with the various stakeholders

Environment: PRPC v7.3 BPM Suite, Oracle 12C, PEGA FW PUI

I CARE (UnitedHealth Group Inc., USA, Minneapolis, MN)

January2016-February 2018

PEGA Developer

Project Abstract:

(Compliance, Analytics, Resolution, Experience) will serve as a single end-to-end provider and member workflow tool to effectively and efficiently manage all Second+ Touch rework: reconsiderations, appeals, grievances, denials, disputes, complaints and rework.

Enterprise-wide A&G solution to maximize efficiency and quality

Optimized business processes and streamlined workflow

Improved compliance management and inventory control

Seamless integration of disparate systems

Expanded Business Rules Management (BRM) for business users

The solution leverages the workflow management capabilities of Pega PRPC module. This will integrate workflow across Call Center, Claims, Authorizations, A&G.

To standardize the processes horizontally and simplify upstream and downstream areas.

Responsibilities:

Understand and translate requirements into design .

Perform estimation or validate the estimates

Develop code in Pega PRPC as per the program specifications.

Working on application performance improvement based on log analysis/long running queries.

Identify and perform the POC’s as required.

Worked on Customer Service Framework, Implementing the Data Migration, integration with External Systems and performing various customization on OOTB functionality to meet client’s requirements.

Participation in deployment, system testing and user acceptance testing

Prepare project status report and management review reports and participate in project review, quality review and audit with the various stakeholders

Environment:

PRPC 7.1.9, Pega Survey, PEGA Customer Service framework, BPM Suite

Java Developer

September 2014 to October 2015

APP Labs, Hyderabad, IN

Responsibilities:

Requirement analysis and System Design

Attend review meetings for scheduling, implementation and resolving issues in software development cycle.

Developed code for the assigned requirements using MVC architecture and used Servlets and JSP.

Designed the User Interface to the Client using HTML, JavaScript.

Developed the Server-side programs using Servlets, Java Server pages and Java.

Development of JavaScript for client end data entry validations.

Involved in unit testing by writing test cases, system testing, integration testing and user

acceptance testing.

Ascertaining on how to improve existing business process and determine which tasks/steps to automate (identify scope and get the requirements).

Planning, documentation, analysis and business requirements management technique.

Delivers informative, well-organized presentations.

Ensures issues are identified, tracked, reported on and resolved in a timely manner.

Communicates needed changes to development team.

Obtaining clarification from Business assisting development team and resolving queries during the development.

Environment: Java1.4, J2EE 1.4, JSP 2.0, Servlets2.4, XML, XSLT, Hibernate, Spring Framework, VSS Version controller, MsSql 5.0, UML, WebSphere portal server, Rational Application Developer.

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